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09/13/2021

Jack in the Box rolling out new digital loyalty program

Dan Berthiaume
Senior Editor, Technology
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Jack in the Box logo
Jack in the Box is upgrading its entire digital experience.

A quick-service hamburger chain is updating its online ordering interface and mobile app, while adding a digital loyalty program.

Jack in the Box Inc. is entering the final implementation phase of the ParTech Punchh customer loyalty, offers and engagement solution, across its 2,219 corporate and franchised restaurants. Punchh, a ParTech company, is responsible for updating Jack in the Box’s online ordering interface and adding a loyalty program to provide an upgraded app and digital experience for customers.

The retailer will also implement a Punchh add-on coupons and promotions module that enables it to send targeted offers to customers outside of its loyalty program, supplementing the loyalty program with a more robust, holistic promotion layer.

Jack in the Box is rolling out the ParTech Punchh platform following a migration of its on-premises data centers to an Amazon Web Services (AWS) cloud infrastructure. The company runs its infrastructure on AWS for purposes including offering new cloud-based customer experiences.

The retailer is also leveraging AWS machine learning (ML) capabilities to obtain more detailed insight into customer tastes and habits for enhanced digital ordering, dining, and customer service experiences. Moving forward, Jack in the Box is actively planning future AWS-based projects, including more accurate prediction of store-level customer traffic and optimization of service time and food costs using Amazon SageMaker, AWS’ service for building, training, and deploying ML models. 

In addition, in response to increased use of its mobile app and delivery service as customers altered their routines during the COVID-19 pandemic, Jack in the Box also plans to use Amazon Personalize, an AWS ML service for creating individualized recommendations, to present tailored suggestions on new food and beverage options and add-ons.

“We are thrilled to have teamed up with Punchh to advance our digital capabilities,” said Ryan Ostrom, executive VP and chief marketing officer for Jack in the Box. “Just like our brand, Punchh lives outside of the box with its streamlined, cutting-edge technology. Jack in the Box is known for spearheading conveniences for our guests, so it’s a perfect fit for us to reach more fans across the country with our crave-worthy offers through Punchh’s loyalty solution.”

“Having a frictionless loyalty program is a must for food-service operators to thrive now and into the future,” said Savneet Singh, CEO of Par Technology Corp. “We’re proud to partner with Jack in the Box to ensure their brand has the proper solution to enhance their guest experience. With Punchh’s robust loyalty platform, Jack in the Box has been able to implement a seamless and integrated online ordering solution and real-time loyalty engagement strategies that will support future advancements of their loyalty program. It's an exciting time for the industry, and we are proud to be facilitating a leading omnichannel solution for one of the top brands in the marketplace.”

“We are delighted to expand our relationship with Jack in the Box through their selection of Punchh and are honored to be chosen to support the company’s initiative to improve their customers' experience,” said Shyam Rao, Punchh co-founder & CEO. “We look forward to a long-term relationship with Jack in the Box by helping the company leverage advancements in restaurant technology to create a seamless experience for its customers. Jack in the Box has consistently demonstrated a strong commitment to improving its business through the use of innovative technology and we are fortunate for the opportunity to partner with them.”

Based in San Diego, Jack in the Box Inc. is one of the nation’s largest hamburger chains, with more than 2,200 restaurants in 21 states and Guam.