Case Study: Pret A Manger – Driving Growth with Centralised Retail Solutions

Pret A Manger, a leading multinational sandwich and coffee shop chain, operates more than 720 stores across 17 countries, including the UK, USA, France, Hong Kong, UAE, and India. Known for its fresh food and quick-service model, Pret faced challenges in scaling its operations efficiently in new markets such as India. Fragmented systems, inconsistent POS setups, and a lack of unified digital integration made it difficult to deliver seamless customer experiences and expand at speed.

To address these hurdles, Pret partnered with Trident to implement LS Retail and Microsoft Dynamics 365 solutions, helping the brand unify operations, improve loyalty management, and accelerate store rollouts in India.

Business Setup

• 720+ stores worldwide across 17 countries.
• 7,000+ POS terminals globally (average 10 per store).
• Digital sales contribution: 25–30% of global sales.
• India presence: The first store launched in Mumbai (May 2023).
• Rapid expansion: India is Pret’s fastest-growing market worldwide.
• Digital channels: Online orders integrated with Swiggy, Zomato, Dunzo, and the Pret App.
• Sales share in metros: 30–40% from digital channels and delivery platforms.

Key Business Challenges Before Implementation

• Inconsistent POS technologies: Different systems across stores make data consolidation and reporting difficult.
• No unified digital ordering setup: Lack of integration between app, delivery platforms, and in-store orders.
• Manual loyalty capture: Absence of a cohesive CRM for dine-in versus delivery channels.
• Operational slowdown: Difficulties in rolling out new stores due to fragmented backend systems.
• Scalability concerns: Expansion challenges in adapting to various store formats such as cafés, grab-and-go counters, and delivery kitchens.

Solutions & Benefits

With Trident’s expertise, Pret implemented a centralised and scalable retail platform that addressed these challenges:

• Centralised POS Deployment: Unified systems tailored for varied store formats like cafés and grab-and-go counters.
• Integration with Delivery Platforms: Seamless sync with the Pret India app and major delivery partners like Swiggy, Zomato, and Dunzo.
• Central Loyalty & CRM: A single platform to unify loyalty programs across dine-in, delivery, and kiosks, improving customer retention.
• Scalable Architecture: Enabled faster rollout of new stores in metros and urban hubs.
• Improved Inventory & Analytics: Real-time visibility into sales, stock, and operations across outlets.
• Higher Digital Order Capture: Estimated 30–40% of metro sales from digital channels.
• Repeatable Go-Live Framework: Standardised rollout model across cities, ensuring exponential and sustainable growth.

Conclusion

Through Trident’s implementation of LS Retail and Dynamics 365 solutions, Pret A Manger transformed its ability to scale efficiently in India while maintaining consistency across global operations. The unified system provided real-time analytics, enhanced loyalty engagement, and faster store rollouts. With a repeatable, scalable IT framework, Pret is now set to capture significant market share in India while continuing to deliver the fresh, convenient customer experience it is globally known for.