Company: Miami Management
Contact: Brian Fields, Miami Management's director of operations
Location: Lexington, Kentucky (US headquarters in Cincinnati, Ohio)
Industry: Fast food franchises (B2C)
Annual revenue: Confidential
Number of employees: 600
Fast food consumers are rarely loyal—if they see a shorter line across the street, that's usually where they'll go. Accordingly, Miami Management—which owns 16 Wendy's franchises in Kentucky—implemented new technology that changes the drive-thru process by adding multiple lanes and a remote order center. The long-term payoff: quicker, more accurate service for customers and increased sales for the restaurants. First, however, franchise owners had to encourage customers to try the new system.
The drive-thru process has remained virtually unchanged for decades. Moreover, fast food is a fungible commodity—consumers are willing to go to a rival if they think that will satisfy their hunger quickly. In an effort to differentiate itself from competitors, and ultimately increase sales via the drive-thru, Miami Management tried a new technology that required the physical addition of extra drive-thru lanes.