Client
In the fast-paced Food & Beverage industry, digital transformation is crucial for staying ahead. QSR Brands, a leading player with hundreds of restaurants in Malaysia, Singapore, Brunei, and Cambodia, has undergone a significant digital overhaul.
VML redefined how customers interact with the KFC Malaysia brand online by enhancing user experience, streamlining operations, and leveraging data-driven insights to optimize digital platforms.
With the rapidly changing and increasingly competitive food delivery landscape, KFC Malaysia was encountering strong acquisition tactics from food aggregators and other QSR competitors in Malaysia.
KFC Malaysia’s incumbent technology platform was limited in its ability to scale and provide differentiated experiences such as through gamification. KFC Malaysia wanted a technology platform that could help them double their online sales revenue by helping them engage and deepen customer connections. This required a scalable and flexible platform that could also support a variety of promotion types, such as flash sales during key events like 11.11 and 12.12, where high volume of traffic and orders are expected.
VML re-designed and re-platformed KFC Malaysia’s ordering experience across the web, PWA, an iOS native app, and an Android native app. Adobe Commerce is at the heart of the re-platform, helping to power experiences across the different touchpoints.
Our strategic approach focused on creating a seamless and engaging digital experience that met and exceeded customer expectations. We integrated cutting-edge technologies and innovative solutions to elevate KFC Malaysia's online presence.
The results have been remarkable. The new platform can handle large peaks in traffic during flash sale campaigns and successfully captures six-figure order volumes during peak campaign periods. The new platform has successfully activated differentiated experiences like gamification, resulting in nearly one million gameplays. And finally, achieved high double-digit conversion rates across KFC’s iOS and Android apps.
By using Adobe Commerce’s enterprise platform, VML was able to help KFC Malaysia go live within 10 months, compared to the internal benchmark of 12 months.
