Case Study: How LOKE Transformed Jet's Pizza's Ordering and Loyalty Experience

Written By Tom Booth

Background

Jet's Pizza, operating 457 locations nationwide, faced challenges in creating a cohesive customer experience across its franchise network. The primary goals were to streamline ordering and loyalty, increase customer engagement, boost spend and visit frequency, and enhance loyalty conversions.

Solution Selection

Jet's Pizza chose LOKE due to its robust and seamless loyalty and ordering platform. LOKE developed a customized mobile and web app for Jet’s Pizza, available here, which provides customers with a user-friendly experience for ordering and loyalty. The platform offers a unified customer account for all transactions and integrated advanced payment options, including Apple and Google Pay, for a streamlined checkout process.


Implementation

LOKE’s implementation for Jet's Pizza covered:

  • Ordering Options: Delivery, takeout, order-to-table

  • Loyalty Program: Customized rewards to encourage repeat visits

  • Promotion Engine: Tailored discounts and promotions to drive engagement

The process involved a phased integration:

  1. POS Integration: Seamlessly connected with Speedline, HungerRush, and Thrive POS systems.

  2. Feedback and Iteration: Following feedback on the front-end look and feel, iterative improvements were made to ensure user satisfaction.

  3. Store Rollout: Pilot stores first adopted the platform, followed by a full rollout after continuous improvements.

  4. Fraud Reduction and SMS Ordering: Integrated fraud protection and partnered with OrderAI to enable SMS ordering.

Results

Since implementing LOKE's solutions, Jet's Pizza has seen remarkable improvements in key metrics:

  • Average Basket Size: Increased from $29.07 to $37.43

  • Loyalty Conversions: Jumped from 9% to 99%

  • Fraud Reduction: 99% reduction in fraud and chargebacks on orders over $40

Jet's Pizza’s CIO, Aaron Nilsson, a pivotal figure in developing Domino’s AnyWare platform, praised the solution: “This is the best product I’ve seen since we built the Domino's AnyWare platform at Domino’s.”

Collaboration and Support

LOKE and Jet's Pizza have maintained a true partnership throughout the project. LOKE provides ongoing support, with dedicated resources for training and platform optimization, ensuring Jet’s team and customers benefit from a continually evolving platform.

Future Plans

Jet's Pizza’s platform will continue evolving, with new features driven by the needs of merchants, consumers, and Jet's head office. Each quarter, Jet's is entitled to a set number of feature additions, allowing them to keep the platform aligned with industry trends and customer expectations.

Key Takeaways

The partnership with Jet’s Pizza highlights the importance of patience, attentive listening, and data-driven solutions in creating a successful platform for hospitality clients. LOKE’s adaptive approach and commitment to delivering a customer-focused solution have helped Jet's Pizza achieve and exceed its initial goals.


Tom Booth
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