Streamlining Digital Ordering & Loyalty Across 400+ Locations
By combining structured rollout planning with strong change management, we transformed a fragmented digital ordering ecosystem into a unified, scalable platform. The result is a more profitable, operator-friendly, and customer-centric experience across 400+ locations.
Situation
A Food & Bev client operating more than 400 locations relied heavily on third-party delivery platforms. While these platforms drove sales, they also created operational strain: high commission fees, inaccurate menus, increased order errors, and fragmented systems that burdened store teams.
These issues led to margin pressure, inconsistent customer experiences, and operational inefficiencies across the franchise network.
Task
Leadership aimed to simplify digital ordering operations, reduce reliance on multiple delivery platforms, improve customer experience, and equip franchise owners with more reliable reporting and menu management tools.
They engaged a fractional team member from The 128 to act as an Agile Project Manager. Their role was to design and execute a phased digital platform migration that integrated POS, loyalty, ordering, and menu systems. And to do all of this all while minimizing business disruption across hundreds of stores.
Action
1. Capture (Plan & Align Stakeholders)
From February to May, our team worked across technology, marketing, operations, and vendor partners to:
Define the migration strategy and technical integrations with POS, loyalty, and mobile app systems
Align VPs, directors, and product teams on scope, sequencing, and interdependencies
Establish rollout governance and communication channels to support consistent execution
2. Connect (Execute a Phased Rollout Across 400+ Locations)
From May to September, we conducted a state-by-state, phased migration that minimized downtime and operational impact.
This required daily coordination with franchise owners, store managers, and cross-functional teams to resolve issues quickly and maintain momentum.
3. Clarify (Change Management & Enablement)
To drive adoption, we built a robust change management program that included:
A centralized resource center with SOPs, job aids, and on-demand training videos
Live trainings and Q&A sessions with managers and operators
Company-wide updates through executive-led town halls and email communications
4. Control (Navigate Challenges & Ensure Adoption)
When delivery platforms deployed unexpected technology updates mid-rollout, we managed rapid cross-functional responses to adjust integrations and keep the rollout on track.
For stores resisting adoption or training completion, we partnered with executives to reinforce expectations and provide direct support, ensuring strong engagement across locations.
Result
400+ locations successfully migrated with minimal business disruption
Positive operator experience: Managers report simplified menu updates and smoother digital order handling
Margin improvements: Lower commission fees begin to support higher store-level profitability
High adoption: Training programs and structured communication drove strong operator participation