1 Campaign. 7 Days. 204x ROI: The Berco’s Story!

The Berco's Journey: From Humble Beginnings to Restaurant Empire

From its first outlet in Delhi's Connaught Place in 1982, Berco's has grown into a beloved name in Asian cuisine. What started as a modest snack bar has blossomed into a network of over 50 restaurants, each serving authentic Chinese and Thai flavours across India.

The Challenge: Scaling Customer Communication & Driving Engagement

By 2024, Berco's faced a crucial challenge: ensuring consistent and effective communication across its 50+ locations while keeping customers engaged. Managing long-term customer relationships at this scale was no easy feat. They needed a way to continuously connect with diners, nurture loyalty, and drive repeat visits without relying solely on discounts.

One such opportunity was their highly anticipated Viet Thai Festival. Unlike regular promotions, this festival required more than just mass messaging—it needed personalized engagement that made every diner feel special. How do you scale a heartfelt connection without losing the human touch?

The Strategy: Leveraging Existing Loyalists!

Instead of casting a wide net, Berco's had a brilliant idea—why not focus on customers who already adore their food?

They implemented a targeted approach using:

1. Customer Engagement with Reelo Smart Groups

Berco's had already been using Reelo to segment its customer base and engage diners strategically. For the festival, they fine-tuned their approach by:

• Identified loyalty point holders across 10 Delhi locations
• Targeted higher spenders from the previous quarter
• Prioritized customers who previously enjoyed Thai menu items and left positive reviews

This allowed them to personalize their outreach and ensure that their messages resonated with the right audience.

2. Created a Winning Campaign via Reelo Custom Campaigns

• The WhatsApp message looks credible with the brand header.
• Added single-tap table reservation links with clear CTAs
• Encouraged customers to check and redeem existing points during festival visits, making the deal even more lucrative

The Results: A Stunning Success Story

The seven-day festival became a sensation:

• ₹13+ lakhs of attributable revenue in 7 days! (That's over 1.3 million rupees!)
• 854 restaurant visits in just one week
• ₹1,522 was the average order value
• A jaw-dropping 204x return on their marketing investment

Why It Worked So Well

The genius was in the simplicity:

1. They sent a personalised message to people who already loved Berco’s.
2. They reminded customers about their existing cashbacks, which they can redeem during the festival.
3. They made booking a table and claiming rewards incredibly easy

As one customer put it: "It felt like Berco's personally invited me to try something they knew I'd love. And they were right!"

Beyond the Festival: A Long-Term Strategy for Success

Berco's success with the Viet Thai Festival was no accident—it was part of a broader strategy to engage customers and drive repeat visits. They have been leveraging Reelo to:

1. Maintain consistent communication across all locations
2. Identify and reward high-value customers
3. Send personalized campaigns that boost customer retention

By integrating Reelo into its long-term customer engagement strategy, Berco's has successfully built stronger connections with diners, driving footfalls and revenue without heavy discounting.

Bottomline:

Berco's success shows that focusing on loyal customers pays off. It is one of the ways to get footfalls and revenue results without offering discounts. Berco's simply reminded people about their loyalty points using Reelo and made it easy to book tables–and you can see the results!

This approach works better than constantly chasing new customers with deals. Touchbasing with loyalists with a tool like Reelo should be the restaurant's first choice to get more customers through the doors during events and festivals!