Full Service

P.F. Chang’s Personalizes and Elevates Guest Experience with Wisely

P.F. Chang’s, a popular restaurant concept known for scratch-made Asian cuisine, leverages Wisely to gain an end-to-end understanding of its customers, manage the flow of guests, deliver a personalized experience, and make data-backed decisions to maximize revenue and growth.

210+
Locations
28
Years in Business
7.3MM
Parties per Year
AL, AZ, AR, CA, CO, CT, FL, GA, HI, ID, IL, IN, IA, KS, KY, LA, MD, MA, MI, MN, MO, NE, NV, NJ, NM, NY, NC, OH, OK, OR, PA, RI, SC, TN, TX, UT, VA, WA, WI
States with Presence

Recognition and personalization are critical to designing an elevated guest experience, particularly for our rewards members. With Wisely, we’ve gained access to valuable insights like CLV, which enable us to not only customize the dining experience but also to tailor our culinary innovation and growth as a brand to the preferences and desires of our guests. That’s a huge unlock.

Art Kilmer
COO at P.F. Chang’s

Challenge

To provide a consistent guest experience, P.F. Chang’s needed a seamlessly integrated tech stack that would offer an end-to-end understanding of its customers. The brand was specifically looking for a table management system, reservation software, and restaurant CRM that would enrich the data from its online ordering system (Olo) and loyalty program (Paytronix).

Solution

Wisely Host, Reservations & Waitlist, and Marketing Automation. Optimized Table Management enables P.F. Chang's to effectively manage and communicate with both on- and off-premise guests, and use data to improve execution at the front door. Wisely's easy-to-use reservation and waitlist system maximizes reservations by location and eliminates friction for guests with real-time updates and more accurate wait quotes. Pre-built email and SMS marketing automations can be triggered by guest details from Wisely's all-in-one CRM. P.F. Chang's has the ability to flag rewards members to ensure they get a personalized, VIP experience at every interaction. Wisely's integration with Olo and Paytronix provides a single, 360-degree view of each customer.

The Results

7.3 million parties seated and 1.3 million reservations across all locations in one year using Wisely
2.5 million guest profiles created between Wisely Host, Reservations, Waitlist, and Olo integration
Every department can access a 360-degree view of each customer and their end-to-end customer journey, and also act on insights like customer lifetime value (CLV), behavior, preferences, and trends