Hot Table Grows Loyalty Membership by 80 Percent with Incentivio

BOSTON, April 11, 2019 (Newswire.com) - Massachusetts-based Incentivio, Inc. partnered with Massachusetts and Connecticut-based Hot Table to offer a digital guest experience powered by a single platform. 

About Hot Table
Hot Table is a fast-growing service franchise based in Connecticut and Massachusetts that serves panini, salads and soups. It is known for its incredible customer service, and it credits its employees for its success. Employees get Sundays off to spend time with family and friends. In its own words, “Panini are what we do, but we’re really about the people we do it for.” Giving back to the communities it serves has been a guiding principle since its first store opened in 2007. 

Incentivio's All-in-one Solution
Incentivio is known for providing an authentic guest experience and Hot Table needed a comprehensive solution across many channels. “We didn’t want to integrate multiple platforms to offer loyalty, ordering and marketing,” says John DeVoie, President of Hot Table. Hot Table’s loyalty program, Press Club, was also unique, and it wanted to ensure the loyalty experience was on-brand and seamless. “We had already invested in a great Point of Sale platform in Toast and wanted a fully integrated digital guest experience platform to complement it.” 

Incentivio’s CRM, loyalty, ordering and marketing automation platform was selected for its breadth of features and integration with the Toast POS. Hot Table was able to transform its physical punch card into a digital punch card, which enhanced the digital experience and reduced the cost of administering the program. Campaigns like Two Punch Tuesdays (where guests can earn double loyalty with every panini) and Mobile Mondays (offered specific rewards for mobile app purchases on Mondays) are popular with guests. This is what John was looking for - “data-driven insights into how our guests engaged with Hot Table, and the ability to take immediate action based on the data.”

Ultimately, Incentivio was able to make a substantial impact on Hot Table's bottom line. Press Club had been running for years before it was digitized in late 2017. Within eight months, Hot Table was able to grow its loyalty membership by 80 percent. It also doubled its digital (mobile and web) order volume within this same time frame. “Within a year, we have seen an almost 300 percent return on our investment in Incentivio. With our cutting edge Point of Sale system in Toast and a comprehensive digital guest experience platform in Incentivio, I think we’re well positioned to continue to thrive in this age of digital disruption in the restaurant industry,” said John DeVoie, President of Hot Table.