Goal

What the client needed to achieve

A national fast-food chain with over 3,500 locations launched a new point-of-sale and customer ordering system to improve the guest experience. While the rollout succeeded in corporate-owned restaurants, the franchisee-owned locations faced major challenges due to inconsistent systems, processes, and change readiness. The company needed a scalable implementation roadmap that would align stakeholders, build franchisee trust, and ensure the pilot’s long-term success.

Results

A clear roadmap to drive adoption and alignment

Delivery

How Sendero delivered

Sendero conducted a focused eight-week assessment to evaluate the in-flight customer enhancement program and its impact on both corporate and franchisee operations. The team interviewed more than 30 stakeholders, reviewed existing documentation, and identified critical challenges such as under-resourced teams, unclear ownership, and limited visibility into parallel activities.

Highlights:

• Developed a high-level program plan to improve visibility and coordination
• Created reporting templates and procedural updates to enhance internal communication
• Built tools and templates to clarify team roles and responsibilities
• Designed collaboration materials to strengthen engagement with franchisees
• Delivered resourcing and governance recommendations to sustain program success

Practice

Building alignment across a nationwide network

The resulting roadmap provided the restaurant’s leadership and C-suite with the clarity, structure, and tools needed to align their teams and franchise network. Several recommendations were implemented immediately, setting the foundation for a smoother, more scalable rollout of customer experience initiatives across thousands of locations.

Key Contacts