Case Study: Pizza Hut – Enhancing Customer Engagement with LS Retail Solution

Pizza Hut, one of the leading global pizza chains with over 19,000 outlets across 100+ countries, faced challenges in streamlining operations and ensuring seamless customer engagement across multiple channels. To overcome these obstacles, Trident implemented the LS Retail Solution, enabling Pizza Hut to integrate its online ordering, call center, kiosk, and financial systems into one unified platform.

Business Setup

630+ physical stores in India.

• 19,000+ outlets in 100+ countries & territories (worldwide).
• Presence across India, the UK, China, the USA, Sri Lanka, Poland, and more.
• 2500+ POS terminals.
• Digital Orders: Over 50% of Pizza Hut India sales come via app + website + Swiggy/Zomato.
• Formats: Mix of dine-in, DELCO (delivery/carryout), and cloud kitchens in metros.
• SKU Range: 70–100 menu SKUs per store, 150–200 back-end ingredient SKUs.
• Aggregator API integration: Seamless sync with Swiggy & Zomato (supports cash on delivery)

Key Business Challenges Before Implementation

• Fragmented systems for billing, inventory, and reporting, leading to delays in decision-making.
• Lack of real-time visibility across stores (sales, stock, customer trends).
• Manual reconciliation of orders from online aggregators such as Swiggy, Zomato, and Pizza Hut’s
  own app.
• Call center orders not synced with in-store POS, resulting in delivery and order fulfillment delays.
• Manual reconciliations with aggregator payments and EDC machines, leading to reconciliation
  errors.
• Limited loyalty tracking across dine-in, delivery, and online channels.

Solutions & Benefits

Trident implemented the LS Retail solution to streamline Pizza Hut’s operations.

• Online Ordering Integration—Seamless sync with the Pizza Hut app and aggregator platforms.
• Kiosk Integration—Self-service ordering linked directly to POS & kitchen systems.
• SAP Integration—Smooth financial & supply chain reporting with Yum’s global systems.
• Call Center Integration – Centralised tele-ordering flows into store POS in real-time.
• Multiple EDC Integration – Automated reconciliation across UPI, cards, wallets, and cash.
• Loyalty Integration—Unified rewards program across dine-in, delivery, and online orders.
• Centralized Reporting & Analytics—Real-time dashboards for HQ and franchisees.
• Scalable Platform—Ready for new outlets and formats (dine-in, DELCO, and cloud kitchens).

Conclusion

By adopting Trident’s LS Retail Solution, Pizza Hut successfully addressed fragmented operations,
improved visibility, and enhanced customer engagement across multiple channels. The scalable
platform ensures that Pizza Hut continues to deliver consistent customer experiences while
maintaining operational efficiency across its global presence.