POS deployed

Toshiba deploys the new version of the software, Loyalty-capable. By default the loyalty integration should remain disabled to allow testing before use.

RAM updated

RAM must be configured to indicate whether a given store supports loyalty. This update should be made in advance to ensure only stores that participate in Loyalty result in the guest’s point balance being updated.

Loyalty tested on the POS

There are two main scenarios to test in-store March 5-6:

• Loyalty transactions on a participating store are processed successfully

• Attempted transactions on a non-participating store are rejected gracefully

These tests will require to be synced with Kiosk test stores the following setup:

• Selected BK DE and RBI test users with Loyalty enabled on their apps

• Selected store(s) with loyalty integration enabled on the POS, for both scenarios

• Configure Content Filters in Store in Network so Loyalty API calls can work

Loyalty tested on the Kiosk

Like for POS, there are two scenarios to test in-store March 5-6:

• Loyalty transactions on a participating store are processed successfully

• Attempted transactions on a non-participating store are rejected gracefully

These tests will require to be synced with POS test stores the following setup:

• Selected BK DE and RBI test users with Loyalty enabled on their apps

• Kiosk loyalty UI to be switched on the store where tests will be conducted. We recommend conducting this test outside normal operating hours, or using in-store communications to inform guests.

• Configure Content Filters in Store in Network so Loyalty API calls can work

Loyalty reset

RBI change to zero the loyalty points balance for all users prior to activation.

• Need to start running ~2 weeks before launch date

Soft launch

Enabling loyalty (see detailed steps below) without announcements and CRM communications. The purpose would be to limit initial traffic - if any issues occur, they can be fixed with less impact to guests.

Timeframe: 4 weeks for soft launch phase. We are aiming to Soft Launch on April 2nd, 2024

Go Live

The following changes must happen at the same time:

• BK DE to configure Content Filters for all Restaurant Networks so Loyalty API calls can work

  • For sub-fzs BK DE will need to communicate / put in requirements that they will need to configure their own content filters

• Toshiba to switch on the loyalty integration for all stores (including non-participating stores)

  • BK DE needs to send to Toshiba the list of which stores will be loyalty enabled vs. non-loyalty so Toshiba can begin their rollout by March 11, 2024

• Kiosk providers to switch on the loyalty integration for all stores (including non-participating stores)

  • BK DE needs to send to Tillster the list of which stores will be loyalty enabled vs. non-loyalty so Toshiba can begin their rollout by March 11, 2024

• Kiosk providers to switch on the loyalty UI for all participating stores

• RBI to switch on the loyalty UI on the BK DE app

1

BK DE to set in RAM Portal if a store has loyalty or not for all stores

• The togglle Has In Restaurant Loyalty needs to be set for all restaurants

• Has In Restaurant Loyalty needs to be True for stores that have loyalty in-store and False for stores that do not have loyalty enabled in-store

• RBI team to do a Sanity query to check how many restaurants have In Restaurant Loyalty set True. Check that number matches to updates that were done in RAM. To be done Friday, March 29 night.

Mariann to complete RAM

Valentina to run Sanity query

2

Run script to clear loyalty points of users in the platform for the first time in Production

• clear the loyalty account history of all users

• create a transaction to ensure the sum of transaction loyalty points equals the user loyalty point balance

• All existing users should have 300 loyalty points as initial points balance. The only transaction that should show in the is 300 initial point balance in the

• account page.

• All new users should have 200 initial loyalty points added to their account.

Loyalty Team

3

Run script to clear loyalty points of users in the platform for the second time and right before launch in Production overnight

• Test using Snowflake. Query all users to ensure loyalty balance is set to 300 or 200 and loyalty transaction are cleared

SCRIPT RESULTS:

• total user: 1501815

• success: 1499375

• user deleted: 2303

• other fails: 137(fixed)

Loyalty Team

4

Turn on Loyalty flags for all the users at 7:30am on Tuesday morning, April 2.

• All loyalty flags to be turned on are in this segment

Valentina

5

Have QA team do a smoke test of the Loyalty Online flows

• Milestone 2 - Production Testing [Online]

Loyalty QA Team

6

Work with BK DE team for them to test Loyalty Online and In-Store flows on April 2. Ask for team to bring friends and family to help mimic real restaurant. Setup two testing stores:

• First store with Loyalty Enabled

• Second store with Loyalty Disabled

  • Customer Journey Scenarios - POS

  • Customer Journey Scenarios - Kiosk

  • /wiki/spaces/EGMT/pages/4379246661

BK DE Team

Loyalty QA Team

7

Monitor the launch for the next 24 hours

• Amplitude Dashboard: Leverage Loyalty KPIs we have in the UK and CH

• Datadog Loyalty dashboard: Measure platform health in DE

Loyalty team

RBI Team

BK DE Team

8

Have weekly check points in the next 3 weeks to monitor launch

• Setup weekly checkpoints in the beginning of the week

Joana

Loyalty Team

Postal Code

• Reference

27/3

Campaign paused (50K users with ZIP filled)

T&C

• Reference

2/4

Test Link prior send-out. To be sent in the afternoon around 3:30pm.

Confirmation email

• Reference

2/4

Test Link prior send-out

New Users Email

(Missing image)

• Reference

9/4

New Users IAM

• Reference

9/4

Send test to Mariann

Existing Users IAM

• Reference

9/4

Send test to Mariann

Existing Users Email

(Missing image)

• Reference

9/4

Dynamic Tier

• Reference

9/4

First Reward

• Reference

9/4

Less than 80% of franchisees have been onboarded.

High – poor UX, large potential impact on sales since many stores wouldn’t accept offers (high % of market sales).

High – very fragmented franchisee system, slow progress so far.

• Escalate with franchisee.

• Align on specific %.

Not launch. Wait until % is reached.

Forter integration not complete.

Medium – fraud concerns, users could create multiple accounts to abuse initial point balance.

None – integration completed.

• Engage with Forter’s technical onboarding team asap.

Launch, enable Forter post-loyalty launch.

Tillster hasn't complete full integration (i.e. multi-scanning, deposits).

Medium – Reward and Offers cannot be scanned multiple times in the same order in Tillster Kiosks

Low – Tillster has committed to mid December to finish multi-scanning and deposits Dev work

• Follow up with Tillster weekly on Dev work progress

Launch, have clear communication in Tillster Kiosks letting users know they can only scan once. Have plan to enable multi-scanning in next couple of weeks

Ops trainings not complete.

High – Loyalty launch requires a significant change in customer behavior which needs to be supported by stores' team members.

Low – Loyalty flows for stores with loyalty are aligned. Pending alignment on stores w/o loyalty.

• Share with all franchisees training for loyalty and non-loyalty restaurants.

Not Launch, wait until training is complete.

Comms not ready.

High – guests might not understand the loyalty program.

Low

• Follow up with BK DE

Not Launch, wait until communications are ready.

Reporting not ready.

Low – this will not affect the user journey.

Medium – work still ongoing as of end of Nov. Requires coordination with Sotec.

• Have weekly checkpoints with Sotec.

• Track on Monday.com.

Launch. Send data manually until required reports are ready.