Nando's Australia
Using Braze and mParticle to level-up customer engagement
Executive Summary
Turning data into personalised experiences
We worked with Nando's Australia to supercharge customer engagement by implementing the powerful combination of Braze and mParticle. Like many others, their existing solution was not keeping up with consumer expectations, so they sought a more modern, flexible solution to maximise value from their market leading PERi Perks loyalty program.
This CX transformation gave Nando’s marketing team greater control over multi-channel campaigns, resulting in significant gains in engagement and sales. Within three months, the enhanced Peri-Perks program generated an additional $1M in sales, with targeted campaigns re-engaging 20% of lapsed customers.
The strategy and implementation also established a CX blueprint for Nando's operations in 20 other countries, reinforcing Nando's Australia as a digital leader and innovator.
Inlight's implementation of Braze for Nando's Australia demonstrates strong capabilities in rolling out customer engagement solutions. Their strategic approach, comprehensive testing, and smooth integration showcase their expertise in this area.
Chris Johnston
Director, Regional Partnerships | Braze
The challenge
Limited capability and autonomy
Nando's existing platform was not meeting their needs. It was difficult to use, limited in capability, required regular development support, and retained data with third-party systems, making it hard to access and segment.
They needed a modern CX stack that would:
- Re-segment and build a single view of the customer
- Unlock personalised, multi-channel customer journeys to increase digital revenue
- Leverage a baseline control group to drive experimentation from
- Give the marketing team control over data and the autonomy to quickly spin up campaigns
The solution
Braze + mParticle = powerful CX stack
Braze and mParticle were selected as best-in-class CX products that perfectly complimented Nando's existing composable tech stack.
Braze, an engagement platform, builds comprehensive user profiles and delivers personalised experiences at the right time and place. mParticle works alongside Braze as a customer data platform (CDP) that unifies customer data from multiple sources.
The project was broken into three phases:
Integration Strategy
Workshops and planning sessions with key stakeholders led to a comprehensive integration strategy and plan.
Development and Testing
The team integrated with Nando's platforms, ensuring all profile and behavioural data points were captured. Rigorous testing ensured secure data transmission and message deliverability.
Staggered Launch and Monitoring
The solution was rolled out in controlled phases across different mobile and web platforms, with close monitoring to ensure stability and performance.
Braze and mParticle are members of the MACH Alliance, showcasing their commitment to flexible, agile, and future-proof enterprise technology solutions.
Patrick Carne
CEO | Inlight
Outcomes
A new level of customer engagement unlocked
Increased Control and Ownership
Nando’s marketing team gained greater control over campaign creation and management, allowing for more agile and effective marketing efforts.
Enhanced Personalisation
The ability to capture detailed profile information enabled highly targeted campaigns, improving customer engagement and satisfaction.
Uplift in Revenue and Engagement
The Peri-Perks program saw a $1M increase in incremental sales within three months. The first targeted campaign without a discount offer achieved a 20% win-back rate for lapsed consumers.
Learn about our Braze Implementation Services.
Inlight did a wonderful job of leading the Braze and mParticle integration project. Their expertise and dedication have significantly enhanced our CX capabilities.
Jessica Freeman
Customer Excellence Manager | Nando's Australia
