How CACI transformed Mitchells & Butlers brands’ guest experiences

Background

Mitchells & Butlers (M&B) is a major pub, bar, and restaurant operator in the UK. It has over 1,700 locations and a range of popular brands like Toby Carvery, Miller & Carter and All Bar One. It is a successful bricks-and-mortar business with over 125 years of history.

In 2014, M&B chose CACI to create a unified, flexible ‘Guest Online’ web platform using Adobe Experience Manager.

The Challenge

Before working with CACI, M&B had multiple web platforms for its different branded websites, which made it difficult and costly to update, manage and to add new features. Using Adobe Experience Manager and working with CACI, M&B was able to move all its websites to one platform, creating efficiencies in both website editing and feature development.

M&B also wanted to introduce innovative website features to enhance its guests’ online experiences – starting with features such as table booking and takeaway ordering. These features are now common across the hospitality industry but have helped M&B grow its business and have contributed to its current success.

Solution/ Results

In 2016, CACI developed M&B ‘s order at table functionality and added the option for a guest to pay and order online. These features were essential in the post-COVID trading environment.

In 2023, M&B and CACI collaborated to create ‘My Account,’ allowing guests to register for an account. Through this platform, guests can access personalised offers, view vouchers in their wallet, and review past transactions. Registering for ‘My Account’ enhances
guest loyalty and provides M&B with valuable insights into preferences and behaviour. Additionally, guests can register with multiple brands, each offering a unique experience. To deliver the new My Account feature, CACI used Azure Active Directory B2C to support customer identity access management. This allowed safe handling of account creation, email verification, sign-ins, and sign-outs, as well as enabling guests to use social sign-in via Facebook and Google.

M&B’s considers My Account as the next frontier in the effectiveness of its digital marketing activity, with My Account aiming to increase and expand guest consent, improve personalisation, and provide a platform for future real-time promotion.

From 2016, CACI provided dedicated development and DevOps teams to M&B and round the clock support for their web platform. Additionally, in 2023 CACI executed a project to migrate the platform to Microsoft Azure’s cloud infrastructure.

Future

M&B sees My Account as the next frontier in the effectiveness of their digital marketing activity, with My Account aiming to increase and expand guest consent, enhance personalisation and provide a platform for future real-time promotion.

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