In this guide we’ll detail the platform that RBI offers, the different features the platform has, how to manage content, how our support flows work and how to our recommended CRM works.
Introduction
Over the last 4+ years, RBI has developed a cross-brand platform for the main digital channels that our guests use, namely:
Website
App
Kiosk
The platform is cross-brand and cross-channel, meaning that the features, UI/UX and Content Management System (CMS) is the same for all.
In addition to that RBI has also partnered up with 4 CRM partners which seamlessly integrate with our platform.
Features
Generally, any feature we develop is available for all our channels and brands. For example, if we develop the option for guests to add restaurants to a favorite list, that functionality will be available for both website and app.
Content Management System
Moreover, we have a centralized Content Management System, meaning that all content for all channels can be managed through one CMS. For example, if you’d like to change the description of one of your menu items, you log into our CMS and change it once for all our channels - website, app and kiosk. All menu items, marketing tiles, coupons, static pages, etc. live in the same place and only need to be configured once.
RBI’s CMS is called Sanity, and you will read a lot more about it in this guide.
User Experience
The UX is also the same across all platforms, meaning that customer journeys and the user interface overall behave in the same way. That’s very helpful for customers, since they get a consistent experience and are familiar with the operation of all our digital channels.
That also means that guests' accounts are cross-channel: when a guest creates an account, it is accessible through both the desktop website and our apps.
CRM
RBI has selected 4 state-of-the-art CRM partners
mParticle
Amplitude
Braze
Branch
Common terms and acronyms
Throughout this guide, we might use certain acronyms or terms which we’ve summarized in the table below.
Term | Definition |
|---|---|
RBI | Restaurant Brands International |
CTG | Consumer Tech Group |
BK | Burger King |
PLK | Popeyes Louisiana Kitchen |
TH | Tim Hortons |
FZ / Fzee | Franchisee |
MDM | Master Data Management |
EMEA | Europe, the Middle East and Africa |
GBS | Global Business Services |
SME | Subject Matter Expert |
MM | Menu Maintenance |
PII | Personally Identifiable Information |
PLU | Price Look-Up (code) |
OTP | One-time Password |
POS | Point of Sales |
Sicom | POS vendor |
NCR | POS vendor |
Adyen | Payments platform https://www.adyen.com/ |
First Data / Fiserv | Payment platform https://www.fiserv.com/ |
Bringg | Delivery & Fulfillment Cloud Platform for Enterprises https://www.bringg.com/ |
MAU | Monthly Active User |
CRM | Customer Relationship Management |