Sushi Sushi Delivers Success through Continuous Digital Transformation Initiatives
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Quick Overview
- Sushi Sushi has expanded to 170 outlets throughout Australia and aims to reach 300 by FY28.
- The organization is implementing a major digital transformation to optimize operations.
- Technological advancements encompass Juniper core switches, migration of POS systems, mobile app creation, and beacon technology.
- Aussie Broadband’s Carbon platform facilitates quicker setup and enhances network visibility for stores.
- This transformation is improving support for franchisees and alleviating the IT troubleshooting workload.
Steady Growth and Aspirational Expansion Goals
Sushi Sushi, one of Australia’s prominent sushi retailers, has evolved significantly since its inaugural store opened in Melbourne in 1998. Currently operating 170 outlets, the quick service restaurant (QSR) chain plans to grow to 300 locations across the country by the fiscal year 2028.
With 70% of its outlets managed by franchisees, the brand is dedicated to enhancing operational efficiency and customer satisfaction through digital advancements. IT General Manager Anthony Sok, who joined the team approximately 18 months ago, has spearheaded the effort to reshape Sushi Sushi’s technology environment.
Fostering Franchisee Confidence through IT Streamlining
Upon his arrival, Sok’s primary objective was to gain the confidence and respect of franchisees. He identified a significant issue: store staff preferred to concentrate on serving customers rather than dealing with technical problems. “Franchisees and staff don’t want to be tied up on the phone,” Sok remarked. “They want to sell sushi.”
To alleviate this issue, the company rolled out Juniper Networks core switches nationwide. This granted Sok’s IT team and franchisees immediate visibility into store network conditions, enabling faster problem detection and resolution without consuming staff resources.
Digital Transformation: Beyond a Mere Trend
Sushi Sushi’s digital transformation encompasses much more than hardware improvements. The company has successfully completed a significant migration of its point-of-sale (POS) systems and is preparing to introduce a mobile application, click-and-collect services, online ordering, and beacon technology.
Beacon technology, in particular, is set to offer targeted promotions and enhance in-store navigation by interacting directly with customers’ smartphones. This is part of a larger initiative aimed at boosting customer engagement and refining service delivery in a progressively digital-centric retail landscape.
The Role of Aussie Broadband in Enhancing Connectivity
Connectivity serves as the foundation of contemporary QSR operations, and Sushi Sushi has undertaken bold initiatives to guarantee reliable internet and voice services. The company replaced a fragmented network with Aussie Broadband, leveraging its Carbon platform for self-managed provisioning and upkeep across all outlets.
Sok emphasized the difficulties associated with setting up new stores using traditional NBN provisioning: “You just worry about it for eight weeks.” With Carbon, store installations that previously needed multiple NBN visits and extended timelines can now be completed in minutes with just 20 clicks.
Comprehensive Network Oversight
Aussie Broadband’s Carbon platform also provides centralized oversight across the complete network. This “single pane of glass” methodology allows Sok’s small IT team to actively monitor connections and inform franchisees of potential issues before they escalate into problems.
“If we can take internet troubleshooting and network visibility away from you, we’re fulfilling our role as a support office,” Sok stated. This proactive strategy ensures store operators can prioritize exemplary customer service without being hindered by technical obstacles.
Customer-Centric Technology Approach
Sok’s focus on customer experience is guiding Sushi Sushi’s digital strategy. By eliminating IT constraints and equipping franchisees with comprehensive digital tools, the company is setting itself up for sustainable growth and innovation-driven competitiveness in the rapidly changing food retail landscape.
Conclusion
Sushi Sushi’s digital transformation exemplifies how technology can improve operational productivity and enhance customer service within the fast-food sector. From network enhancements and POS transitions to forthcoming mobile and online ordering capabilities, the sushi chain is establishing the groundwork for scalable growth, better franchisee assistance, and integrated digital solutions.
Q: What is the aim of Sushi Sushi’s digital transformation?
A:
The objective is to boost operational productivity, enhance customer experiences, and support franchisees through improved technological infrastructure, including upgraded networking, POS systems, and new digital services like mobile applications and online ordering.
Q: How has Sushi Sushi advanced its network infrastructure?
A:
The company implemented Juniper core switches throughout all locations and collaborated with Aussie Broadband to offer dependable voice and internet services. It utilizes the Carbon platform for effective service provisioning and immediate network visibility.
Q: What advantages has the Carbon platform provided to Sushi Sushi?
A:
Carbon enables IT teams to quickly provision services, monitor network performance, and tackle issues proactively. This has greatly shortened store setup periods and helped prevent costly delays and outages.
Q: What digital projects are on the horizon?
A:
Future technology initiatives include launching a mobile app, online ordering, click-and-collect services, and beacon technology to improve in-store customer interaction and customized marketing.
Q: In what way does the IT team support franchisees?
A:
Through the use of centralized monitoring tools and streamlining of network support, the IT team actively resolves problems, minimizing the necessity for franchisees to seek assistance. This allows store personnel to concentrate on customer service instead of tech issues.
Q: What importance does beacon technology hold for Sushi Sushi?
A:
Beacon technology enables the brand to provide targeted promotions and real-time alerts to in-store customers, enhancing personalization and boosting engagement through digital channels.
Q: What effect does the transformation have on customer experience?
A:
The digital transformation minimizes service wait times, enhances ordering convenience, and fosters personalized interactions, all of which contribute to a superior overall customer experience.
