Customer
Consumer Durables IT Efficiency & Digital Enablement is the focus for a well-known Consumer Goods and Consumer Durables company specializing in Home Appliances.
Business Objective
The company set three strategic priorities to support its next phase of growth:
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Improve operational efficiency across IT and business processes
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Expand value-added products and services to grow share-of-wallet
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Increase customer penetration through better digital experiences
The leadership identified IT modernization as a core lever to enable scale, faster time-to-market, and better support for field operations.
Scope of Services
The Consumer Durables company, operating across the U.S., wanted to improve IT efficiency across its portfolio while simultaneously addressing the needs of field staff for a better digital experience.
A significant merger with a neighboring regional Consumer Durables company, combined with market expansion into new products and services, created increased demand for IT services.
To support this growth, the Enterprise Architecture (EA) team began exploring a platform-based approach to deliver core technical capabilities that could solve current challenges and remain flexible for future needs.
Benefits
Impact
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45% cost efficiency achieved through trusted data management, improved governance, and digital enablement across the organization
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30% productivity gain driven by early digital engagement for field staff, reducing friction in daily workflows
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Digitized workflows improved user experience across digital tools
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Streamlined feedback mechanisms enabled stronger field engagement and continuous improvement
Customer
A multinational restaurant chain based in the United States, operating thousands of locations across multiple regions. With rapid digital adoption, rising commodity and labor costs, and a major consumer shift toward delivery platforms, the company needed a modern, data-driven strategy to strengthen customer engagement and drive revenue growth across channels.
Business Objective
The customer wanted to:
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Drive transformative customer engagement using AI and personalization
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Build a unified customer data strategy to identify and target prospects across channels
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Deliver omnichannel, tailored experiences that increase restaurant visits
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Expand value-added products and services based on customer insights
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Develop a business and MarTech strategy capable of bottom-line impact
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Create a 360-degree customer view combining first- and third-party data
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Enable real-time personalization to drive incremental revenue and growth
Scope of Services
BXI partnered with the customer to design and implement a data-driven marketing and personalization engine, including:
AI-powered data engine:
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Built a 360-degree customer profile by combining first-party data with Epsilon third-party data
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Assigned unique customer IDs to enable precise targeting and engagement
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Created insights to identify new revenue opportunities at customer and segment level
CDP integration and MarTech activation:
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Connected Epsilon identity to a new Salesforce CDP
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Optimized Salesforce Marketing Cloud for email, mobile and digital engagement
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Implemented Marketing Cloud Personalization for real-time experiences
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Enabled Marketing Cloud Intelligence for advanced analytics
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Streamed and modeled data into a unified lakehouse to enable personalization, segmentation and enrichment
Real-time automation and insights:
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Delivered real-time data integrations to power personalization engines
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Enabled real-time insights for demand forecasting, supply planning and new product launches
Benefits
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Unified and enriched customer identity across digital channels
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Personalized engagement driving repeat visits and loyalty
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Real-time personalization across email, app and digital touchpoints
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Advanced analytics enabling new revenue opportunities
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Unified data architecture enabling smarter segmentation and targeting
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Real-time insights for product launch and pricing decisions
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Scalable MarTech foundation connecting data, personalization and execution
Impact
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550 million dollars incremental revenue opportunity over five years
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Real-time personalization across customer journeys
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Unified lakehouse architecture enabling smarter segmentation
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Continuous real-time insights improving product launch and regional decisions
Customer
A well-known American restaurant chain specializing in pizza and pasta, serving customers across dine-in, takeout, and delivery channels. Known for its wide menu, strong brand presence, and national footprint.
Business Objective
The restaurant wanted to expand its value-added products and services to strengthen customer loyalty and increase repeat visits.
Key goals included:
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Delivering personalized customer experiences across channels
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Building a modern MarTech strategy
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Improving customer engagement and loyalty
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Driving revenue growth through tailored experiences and promotions
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Competing effectively with digital-first delivery platforms
Scope of Services
The project focused on enabling next-generation customer engagement through:
Digital & MarTech Strategy
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Assessment of current customer engagement model
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Identification of gaps in customer personalization
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Modern MarTech roadmap creation
Customer Experience Transformation
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Unified customer journeys across app, web, in-store, and delivery
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Personalization engines for offers, promotions, and menu recommendations
Real-Time Insights & Automation
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Real-time automations across marketing and operations
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Intelligent insights to anticipate supply & demand
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Predictive recommendations for new product launches
Benefits
Real-Time Automations & Insights
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Real-time data helped anticipate supply and demand across regions
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Faster identification of trending menu items
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Enabled smarter, localized promotions
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Supported quick launch of new products
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Strengthened customer lifetime value
Impact
$550M incremental revenue opportunity over 5 years
Driven by personalization, targeted marketing, and customer engagement initiatives.
Additional Impact:
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Increased visits across dine-in and delivery channels
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Higher customer retention
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Efficient campaign performance through automated segmentation
ABOUT THE CLIENT
Digital Property Migration & Next-Gen PMS Development for a Leading US Hospitality IT Provider
BUSINESS OBJECTIVE
A leading Hospitality IT Solutions Provider in the US wanted to modernize its property onboarding process and accelerate the rollout of a next-generation Property Management System (PMS).
With increasing demand from hotel chains for faster integrations, data consistency, and enhanced digital guest services, the client needed to:
- Seamlessly migrate property data from legacy booking systems
- Ensure compatibility with industry Global Distribution Systems (GDS)
- Improve system stability and minimize onboarding delays
- Build a modern PMS with advanced features and scalable architecture
- Strengthen operational reliability through structured BPO & ADM services
SCOPE OF SERVICES
BXI engaged with the client to deliver a comprehensive suite of services across hospitality operations and digital transformation:
1. BPO (Business Process Outsourcing) Services
- Property onboarding support
- Data validation and enrichment
- Hotel system configuration & GDS alignment
- Ongoing property maintenance operations
2. ADM (Application Development & Maintenance) Services
- Application enhancements across hospitality systems
- Performance tuning, bug fixes, and release management
- End-to-end lifecycle management of the client’s hospitality applications
3. Property Migration & Integration
- Migration of the first wave of property data from legacy booking platforms
- Setup and mapping within the client’s proprietary systems & industry GDSs
- Ensuring data accuracy, availability, and operational continuity during transition
4. New-Generation PMS Development
- Application development for a modern, cloud-ready PMS
- Design of new modules for reservations, operations, housekeeping, and billing
- Integration with CRS, POS, GDS, and hotel service layers
BENEFITS
- Faster Property Onboarding
- Improved Data Quality & System Accuracy
- Scalable, Modern PMS Platform
- Operational Efficiency Gains
- Future-Ready Hospitality Technology Stack
IMPACT
- Enabled the client to rapidly onboard new hotel properties and expand market coverage
- Improved collaboration with global hotel chains due to reliable GDS integrations
- Reduced operational delays and boosted system uptime through BPO & ADM support
- Delivered a next-generation PMS that enhanced competitive positioning
- Strengthened the client’s reputation as a trusted technology provider for hospitality brands
