Family Express operates more than 80 convenience stores throughout Northwest and North Central Indiana. Founded in 1975, the brand prides itself on providing exceptional service to its guests by hiring friendly employees, serving custom food items like made-to-order pizza, breakfast bowls, and boneless wings, and leveraging cutting-edge technology throughout its operation. Since launching Ordering in 2019, Family Express has further strengthened its relationship with guests by creating a frictionless ordering experience both off-premise and via in-store kiosk. The brand has seen tremendous growth in digital sales and online order volume. Guests are placing online orders more frequently and spending more during each transaction.
Increase in digital revenue
Increase in the number of orders
Increase in average basket size
Before teaming up with Olo, Family Express used an online ordering system that created a number of pain points. Any time the brand wanted to modify the menu, they had to contact a representative and the process could take weeks. The dashboard was bare bones, not user-friendly, and lacked reporting.
Additionally, there was no API that they could integrate to and the white-label interface created a poor guest experience. After vetting a half dozen solutions, Family Express chose Olo for three main reasons. First and foremost, the brand wanted a partner that was willing to integrate into its tech ecosystem and play well with other vendors. Olo’s API, thorough API documentation, and open SaaS platform were exactly what Family Express needed to get fully set up with its custom app and existing loyalty provider.
Secondly, the brand was hyper-focused on creating a seamless ordering experience for guests, regardless of whether they chose to order online through a desktop computer or on their phone, through the mobile app, or via an in-store kiosk. And finally, Family Express knew that in order to optimize and scale its online ordering program effectively, it would need robust reporting and analytics.
Thierry Lyles, Digital Marketing Manager
Replacing a Homegrown System to Grow Digital Sales
Optimized Guest Experience and Full Ordering Solutions
Carl’s Jr. and Hardee’s Enter New Era of Digital Hospitality With Olo
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