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  • Cases
  • Innovating Potbelly’s Web Experience

Potbelly

Innovating Potbelly’s Web Experience

A holistic fast casual web presence with custom catering and native delivery.
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Potbelly is famous for toasted sandwiches and good vibes, with hundreds of shops in neighborhoods around the world. Since 2017, we’ve partnered with Potbelly’s marketing and IT teams to design, build and optimise an intuitive, brand-forward responsive website for individual ordering, catering, delivery, loyalty, hiring and franchisees. Potbelly’s web presence unifies marketing and ordering seamlessly, delivering notably higher average order size than register.
Increased average order value over register.

An Easy Food Ordering Experience for Parties of Any Size

Some restaurant web experiences treat food ordering as a siloed function or bolt on a clunky third-party solution, while the catering customer is a mere afterthought. Monstarlab designed and built the Potbelly website with the notion of a seamless food ordering experience regardless of the order size, with multiple ways begin the ordering journey - from checking your loyalty points to browsing the universal menu for new options. Given the centrality of catering to Potbelly’s business, we also put the catering customer first, creating a catering experience that takes the specific needs and tasks of Potbelly’s catering customers to heart, starting with user research focused on office managers.
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We appreciate your partnership and high level of communication. I continue to be VERY excited about these two great products we’ve launched together.

– Sherry Ostrowski, SVP of Brand, Marketing & Sales Development, Potbelly.

Custom upsell engine outperforms alternative.
The Solution.
From the universal menu to the loyalty dashboard, our Potbelly web experience is welcoming and user-friendly, with harmoniously integrated features available right where you need them. The platform provides a way for marketing stakeholders to provide menu updates and promotions that draw customers in.

Monstarlab created a web ordering experience centered around smart cross-sell recommendations, which are driven by a proprietary system that blends algorithmic recommendations with a custom administration tool, allowing Potbelly to tweak and test to increase Average Order Value while maintaining control of the brand.

Advanced Server-rendered Architecture

Built on a NodeJS server that renders ReactJS code and sends it to the browser, the Potbelly website is one of the first in the world to use a server-rendered ReactJS architecture.

Smart Cross-sell Recommendations

Our custom-built upsell and cross-sell engine increases Average Order Value and maintaining control of the brand and menu.

Clear Point-based Loyalty

Earning and redemption of Potbelly Perks is now easier than ever, with a streamlined program focused on free entreés.

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Partnership and Agility More Crucial in a Crisis

"I'm proud of the close collaboration and trust we've built with our stakeholders at Potbelly. That spirit of partnership became even more important during the COVID-19 pandemic. As restaurants struggle to adapt, we're working with Potbelly to innovate quickly to meet an ever-evolving New Normal. We've gone as far as supporting an entirely new business model – Potbelly Pantry – to sell groceries and dry goods, all by modifying existing digital infrastructure to deliver quickly and efficiently. "

– Dan Lehman, Project Manager, Americas.

About Potbelly.

Founded in 1977, Potbelly is a QSR chain focused on toasted submarine sandwiches, hearty salads, hand-dipped milkshakes and fresh-baked cookies served by friendly people in a welcoming environment. The company started as a quirky neighborhood restaurant in Chicago, and has expanded to 400+ location in the United States, United Kingdom, United Arab Emirates, Canada, and Kuwait.

The Partnership.

A Refreshed Loyalty Program.

In 2020, we partnered with Potbelly and LevelUp to streamline the loyalty program – Potbelly Perks – to focus on delivering clear value to customers. The result is a simple points-based system with a single delicious reward – entrées! Earning and redemption are available on all channels, from app to web to register.

Languages

  • PHP
  • Javascript
  • MySQL
  • Laravel

Tech

  • AWS
  • Google Maps API
  • Jenkins CL
  • Sentry
  • React

Integrations

  • LevelUp
  • NCR Aloha
  • Bringg
  • Braintree
  • Heap
  • Google Analytics

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