KFC Pakistan becomes world’s first fast food retailer to adopt Dynamics 365 for back office and front office operations

KFC Pakistan has shown phenomenal growth over the past decade, becoming the nation’s largest food retailer and a trailblazer for Pakistan’s QSR industry. It soon needed partners that can help sustain and amplify the organization's growth. "We needed solutions that boosted agility and speed while offering extensive customizations to fit the business,” shares Ammar Azhar, Chief Information Officer at KFC Pakistan. “A generic off-the-shelf ERP would not allow us the customizations that Microsoft would. That was one of the major considerations we had when selecting the ERP and a front-end POS solution.”

Selecting Microsoft 365 as a back-end solution was straightforward, but finding the right front-end solution was much trickier. KFC Pakistan had initially planned to deploy a POS solution recommended and used by KFC in major markets. However, the solution did not offer the right kind of flexibility and customization for the company. Together with its technology partner Maison Consulting & Solutions, KFC Pakistan instead pivoted towards a Microsoft solution. “Microsoft allows us to create custom modules that would satisfy KFC Pakistan's needs,” shares Sultan Hamdani, CEO at Maison Consulting.

Boosting employee productivity and customer experience

A key feature of the implementation is the KFC’s Kitchen Display System. Previously, orders would be verbally communicated from the point-of-sale to the kitchen. Today, everything is communicated via fully integrated real-time displays at kitchen stations. This minimizes human error and communication gaps, and also brings visibility in customer queue management. “The Kitchen Display System has revolutionized communication for all stakeholders,” shares Raza Pirbhai, Chief Executive Officer at KFC Pakistan. “Restaurant team members have real-time access to orders and processes, improving efficiencies. Customers also see their orders at any time, elevating the customer experience.”