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This document will draft out the enablement plan for BK DE Loyalty. We will include risks to the launch and actions to take if those risks happen

Overview

Milestone

Status

Description

POS deployed

NOT STARTED

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

NOT STARTED

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

NOT STARTED

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

NOT STARTED

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

NOT STARTED

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

NOT STARTED

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

NOT STARTED

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

RBI Enablement Plan

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

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

    2. 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

      Screenshot 2023-11-27 at 13.09.42 (1).png

Note: if this is not set for all restaurants when we enable loyalty, all stores will accept loyalty.

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

    1. clear the loyalty account history of all users

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

    3. 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 loyalty history page.

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

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

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

  3. Turn on Loyalty flags for all the users

    1. All loyalty flags to be turned on are in this segment

image-20240325-094310.png
image-20240325-094345.png

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

    1. Milestone 2 - Production Testing [Online]

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

    1. First store with Loyalty Enabled

    2. Second store with Loyalty Disabled

      1. Customer Journey Scenarios - POS

      2. Customer Journey Scenarios - Kiosk

      3. /wiki/spaces/EGMT/pages/4379246661

  3. Monitor the launch for the next 24 hours

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

    2. Datadog Loyalty dashboard: Measure platform health in DE

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

Content Managagement

  • Navigation Bar

  • Vendor Config

    • All Toshiba PLUs for Reward and Offers need to be included inside the Partner field in Sanity

    • Users cannot redeem Rewards on Delivery service mode

  • Day Part:

  • Double check on Lokalise Strings to ensure all strings are translated to German

  • Feature Loyalty UI

    • Ensure all the fields are filled in for German and English languages

    • Update Loyalty Not Authenticated dropdown to include loyalty incentive information for users to login. When users are logged out and click on “MyCode” navigation bar button, they will see this information.

image-20240326-192541.png

CRM

Send-out timelines of each of the below deliverable to be confirmed by Mariann

  • Set up weekly standups to look at Amplitude Loyalty & CRM Dashboard

  • Set up confirmation email for new users who will create a new account:

    • Status: pending links and legal line

    • Reference:

    • When: 27/03

  • Send out transactional email to all users, including unsubscribed ones to inform them about the T&C update

    • Status: pending link to T&C

    • Reference

    • When: Launch Day

  • Send out welcome email to all existing users

  • Turn on welcome IAM for all existing users

  • Turn on “new users” welcome email targeting new users

  • Turn on “new users” onboarding IAM targeting new users

  • Activate postal code collection

Rollback plan

Before we rollback we need to communicate to the guests that there will be a change in T&C contract.

Toshiba Enablement Plan

Tillster Enablement Plan

Tillster to run the following LogMeIn tasks

  • To enable Loyalty Stores:

    • BKG - RBI - Loyalty - Enabled

  • To enable Non-loyalty stores:

    • BKG - RBI - Turn to Non-Loyalty RBI store with ability to redeem offers from app

  • Completely switch off RBI loyalty and roll back the project (Payback will be enabled)

    • BKG - Payback - Loyalty - Enabled (rollback from RBI)

Risks

Below we have mapped the potential risks to the BK DE Loyalty Program launch. On the agreed launch date, the table below will guide the Go/No-go decision.

Risk Description

Impact

Likelihood

Mitigation Strategy

Go/No-go Decision

1

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.

2

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.

3

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

4

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.

5

Comms not ready.

High – guests might not understand the loyalty program.

Low

  • Follow up with BK DE

Not Launch, wait until communications are ready.

6

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.

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