McDonald’s KSA to transform customer experience with Cognizant

The implementation of SAP Success Factors and ECC to lay the digital foundation for McDonald's in KSA

Tags: Digital transformationMcDonaldsSmart cities
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McDonald’s KSA to transform customer experience with Cognizant RICC owns and operates McDonald's in the Central, Eastern and Northern regions of the Kingdom (KAREN BLEIER/AFP/Getty Images)
By  Aasha Bodhani Published  February 6, 2017

Riyadh International Catering Corporation (RICC) has chosen Cognizant to digitally transform the customer experience and service agility in Saudi Arabia's McDonalds restaurant chain.

Under the agreement, the platform will use SAP Success Factors and ECC software to provide RICC with real-time visibility into day-to-day operations and quality control across all McDonald's outlets.

Furthermore, Cognizant will simplify and standardise the supply chain, food and workforce processes, making them flexible and responsive to business demands. Cognizant will also enable RICC to harness customer and operational intelligence to drive faster, more informed decision-making, and optimise customer experience, speed-to-market, business throughput, and return on assets.

Narayan Iyer, vice president, Middle East and India, Cognizant, said: "In today's digital era, it is ever more important for restaurant chains to re-engineer and digitise their most essential business processes to improve user experiences, transform service delivery, and deliver better outcomes.

"We look forward to helping RICC build a robust and scalable enterprise system across its McDonald's outlets in Saudi Arabia, as well as create competitive advantage through process excellence and business agility. Our market-leading digital and process capabilities, coupled with our long-standing alliance with SAP, will help us fulfil RICC's strategic goals for McDonald's in Saudi Arabia."

HH Prince Waleed Nasser F. Al-Saud, Vice President, Business Support, RICC, added: "Cognizant's deep digital expertise and vast industry experience will help us become a smarter, more agile enterprise for the needs of tomorrow."

RICC owns and operates McDonald's in the Central, Eastern and Northern regions of the Kingdom under developmental license from McDonald's Corporation of Delaware, US. Plus, RICC has 154 quick-service restaurants and plans to expand its footprint to more than 200 outlets by 2020.

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