Long John Silver’s transforms omnichannel customer engagement
A major quick-service seafood restaurant chain is implementing an enterprise platform to unify its in-store and digital experience.
Long John Silver’s is integrating omnichannel customer engagement processes across a suite of platforms including Attentive CRM and SMS messaging; Bikky customer data management; Plein Air web and mobile app; and Sparkfly offer management, loyalty, digital wallet and POS middleware solutions.
The retailer intends this integrated ecosystem, which went live in its initial rollout phase in April 2024, to create more meaningful messages, offers, and digital experiences for its customers.
By streamlining the ordering process and personalizing rewards, the new integrated omnichannel environment helps create a seamless and tailored experience for each customer. Long John Silver’s hopes this approach will drive loyalty as well as provide customer insights it can use to continuously refine and optimize its offerings to support long-term success and growth.
[Read more: Network connectivity marks the spot for Long John Silver’s]
"At Long John Silver's, we're dedicated to delivering treasured moments for our customers," said Jason Antony, director of digital marketing for Long John Silver’s. "By incorporating this cutting-edge technology into one 360-degree engagement ecosystem, we're excited to seamlessly blend the online and in-store experience and cater to today’s modern, digital-first consumer."
"By harnessing the power of Attentive SMS and email, we are excited to help Long John Silver’s create personalized interactions with their customers,” said Angelique Kamara, VP of partnerships at Attentive. “Our collaboration aims to bridge the gap between in-person dining and digital interactions, providing a seamless experience that enhances customer satisfaction and loyalty."
"Long John Silver’s is an iconic brand that changed the QSR industry when they first opened their doors over 50 years ago," said Abhinav Kapur, co-founder and CEO of Bikky. "We are proud to play a role in helping them once again reinvent the industry with a top-tier digital and marketing stack that covers ordering, messaging, analytics, and above all, incredible hospitality."
"From the beginning of our partnership, our objective was clear: to enhance the guest experience, drive traffic, and grow sales," said The Plein Air Group co-CEO Jason Abelkop. "When the goals and teams align, it’s a great environment to build a best-in-class solution. We’re incredibly excited about the possibilities ahead."
"We are thrilled to bring Long John Silver’s vision to life alongside the best and brightest in the industry," said Catherine Tabor, founder and CEO at Sparkfly. "Together, we're paving the way for a new era of customer engagement that prioritizes convenience, personalization, and a seamless experience."
Long John Silver’s was founded in 1969 and has grown into a national quick-service seafood chain with more than 300 corporate and franchise locations.