How OUE Restaurants Increased Customer Engagement by 50%

With Momos, OUE group was able to tap into invaluable customer insights to improve their marketing and operations efficiency, contributing to a 30% increase in customer conversion rate and 10x Sales ROI across campaigns.

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Thanks to Momos, our team has been able to streamline our work and focus on what matters most. Their platform saves us valuable time, cost, and effort, and it offers detailed insights and valuable recommendations for improving our sales performance. We couldn't be happier with the results!

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Hwee

Marketing Manager

Brand Overview

Locations: 20

Momos Partner Since: 2021

The Challenge

Operating a multi-brand portfolio, OUE Restaurants faced challenges in measuring marketing efficiency and leveraging customer data to drive sales. The business wanted to focus on channels with the highest ROI to increase customer acquisition and return rate.

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The Solution

By onboarding Momos’ Customer Engagement, Growth Marketing, and Offers modules, the OUE group streamlined their processes and measured engagement at every step of the customer journey. The new data-driven approach improved marketing ROI and operational excellence, reflecting bottom-line growth for the business.

90%

customer response rate

30%

customer return rate

10x

ROI on marketing campaigns

The Brand

OUE Restaurants operates a portfolio of award-winning brands with a focus on creating incredible dining experiences. Their expertise ranges from fancy to fast and casual concepts, including Delifrance, VUE, Chatterbox, and Michelin Bib Gourmand recipient Chen’s Mapo Tofu.

Behind their success was an effective Central Marketing Team overseeing the brand strategy for all of their restaurants, including engagement, marketing, and customer acquisition. As the business continued to scale, the team focused on efficiency by optimizing how they managed multiple customer touchpoints across different channels.

Recognizing the need for a more streamlined approach, the Central Marketing Team and Brand GMs looked to Momos to better connect with customers across their diverse brand portfolio.

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The Challenge

OUE Restaurants wanted to measure the effectiveness of their marketing campaigns and leverage customer insights to drive sales. The marketing team, however, experienced high-friction when consolidating insights across channels to build a holistic understanding of their diverse customer base.

The OUE team sought an easy-to-use platform that could consolidate customer data and provide actionable insights. Successfully implementing a solution would help the business save time, streamline operations, and concentrate on its core objectives.

The Solution

The OUE team started implementing Momos' Customer Engagement, Growth Marketing and Offers modules, designed to help multi-location brands engage at every step of the customer journey. The product suite enabled their Central Marketing Team to respond to customer feedback from a single inbox, create custom offers, and send out customizable surveys and campaigns to measure their satisfaction. After completing their onboarding, OUE immediately saw an increase in customer engagement metrics.

Momos' BI and Analytics solutions also helped OUE gain insights into the quality of their service by consolidating all of their customer data, driving their workflows to higher operational excellence across dine-in and delivery.

This data-driven approach elevated operational excellence across dine-in and delivery services, reflected by 20% retention rates through selected campaigns.

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The Results

In a matter of months, OUE Restaurants witnessed remarkable results by implementing Momos. The customer response rates surged to 90%, marking a substantial 50% increase in engagement.

Consolidating all customer interactions translated into 1000+ new customer profiles acquired, enriching OUE Restaurants' understanding of their diverse customer base. Additionally, by launching ad campaigns through Momos, the chain gained valuable insights into their Return on Ad Spend (ROAS). Understanding customer sentiment enabled them to fine-tune their marketing strategies for optimal results.

Integrating Momos' digital offers reduced costs while yielding a >30% increase in digital voucher redemptions and 30x ROI on sales.