Modernizing the Point of Sale at Jack in the Box to Drive Efficiency, Insights and Growth

About Jack in the Box

Since 1951, Jack in the Box has satisfied customers' cravings with one of the largest and most distinctive menus in the quick-serve restaurant industry. From burgers and breakfast sandwiches to egg rolls and tacos, customers can order what they want, when they want it, while always getting it fast, hot and fresh at more than 2,200 locations. With endless customization options, Jack in the Box empowers its customers to think outside the box when it comes to creating the perfect flavor mix for their next meal.

Situation

Consumed in the daily grind of serving crave-worthy menu items to its customers, Jack in the Box's technology stack — the "Jack Stack" — had unintentionally fallen behind other industry leaders. The chain's digital systems and platforms were hindering its ability to drive growth and competitive advantage by preventing the brand from delivering seamless digital experiences for customers and restaurant team members. They were also preventing franchisees from unlocking valuable operational insights. 

The root of the problem lay with the chain's point-of-sale (POS) system, a critical component of the Jack Stack that allows the business to accept orders and payments, track sales and inventory, collect customer data, and, ultimately, run the business. 

Doug Cook, CTO at Jack in the Box

Jack in the Box's POS system was decades old, unintuitive and confusing for restaurant team members. This resulted in longer onboarding and training for new restaurant staff, slower ordering processes due to a clunky user interface, a lack of visibility into reporting for both IT teams and franchisees, and, in some cases, order inaccuracies and excess food waste. 

The POS system also lacked key integrations with other crucial systems, platforms and channels, including the mobile app, loyalty program, third-party ordering platforms and workforce management platform. These data silos made it difficult for franchisees and corporate leaders to gain a clear line of sight into the business and make informed, data-driven decisions. 

Additionally, Jack in the Box's store network was approaching end-of-life and end-of-support. The aging network was experiencing more frequent outages and downtime, disrupting the customer experience and negatively affecting restaurant sales. 

Terrence Weekes, CISO at Jack in the Box

Faced with limited IT staff, a goal to boost digital ordering in 2025 and intense industry competition, Jack in the Box needed a partner to fast-track its POS and network modernization efforts. The chain turned to WWT for help.

Dana King, VP of Restaurant Technology at Jack in the Box

Solution

Jack in the Box selected Qu — a modern, cloud-based POS system — to streamline ordering, access real-time data for operational insights, and increase flexibility so it could pivot and adapt to support evolving business needs. The chain needed a technology partner who could rapidly procure, stage, kit, deliver and implement the Qu POS system across its 2,200 locations in 18 months and program-manage its Cisco Meraki network rollout. 

To achieve this, WWT provided:

• Strategic roadmap creation and consultative rollout planning.
• Guidance on building cross-functional collaboration across various stakeholders to ensure alignment and manage expectations throughout the process.
• Deep expertise in leading technologies and complex multi-vendor integrations in the retail and quick-serve restaurant industry, including Qu and Cisco Meraki — Jack in the Box's selected POS system and network provider.
• End-to-end supply chain and implementation services, including procurement, forecasting, material planning, warehousing, configuration, delivery logistics and implementation.
• Real-time, hands-on engineering support before, during and after implementation for Jack in the Box's IT technicians.

Doug Cook, CTO at Jack in the Box

By the numbers 

Outcomes and benefits

• Enhanced guest experience: The new POS system and upgraded network enable Jack in the Box to provide faster, more personalized and frictionless service across ordering channels, including drive-thru, counter, in-store kiosks, mobile app, online and third-party delivery services.
• Increased employee productivity: Restaurant team members can now process orders faster and with greater accuracy due to a more intuitive and simplified user interface. This has also reduced onboarding and training time for new employees.
• Larger check sizes: The POS system's in-store kiosk capability allows customers to place their own orders so team members can step away from the counter to bag digital orders accurately and quickly. Leveraging this functionality, Jack in the Box has noticed that kiosk usage generates higher-value orders.
• Digital sales growth: By integrating with platforms like the Jack in the Box app and third-party services such as DoorDash and GrubHub, and maintaining a high-speed internet connection, Jack in the Box can boost digital orders. The chain's goal is to raise digital sales from 17 percent to 20 percent and beyond.
• Greater operational intelligence: Robust integrations between the POS system and Jack in the Box's essential business platforms enable the leadership team and franchisees to gain actionable insights into operations. This includes optimizing workforce staffing and scheduling, managing inventory and reducing food waste, all of which aim to improve profit margins.
• Enhanced security: The modernized POS system ensures Jack in the Box remains compliant with Payment Card Industry (PCI) regulations while the upgraded Cisco Meraki network provides enhanced protection against cyber attacks — a critical requirement as the chain's digital business continues to grow.
• Competitive advantage: As new opportunities in AI, robotics and the Internet of Things (IoT) are introduced to Jack in the Box, the chain can now consider pursuing such innovations to further distinguish itself from other brands and advance in the industry.

Daniel Meers, Senior Director of Enterprise Systems at Jack in the Box

Areas of expertise

Transformation isn't simply a technology decision. Such undertakings demand the right mix of technology, people and capabilities. Since 2022, WWT has brought the following expertise to our partnership with Jack in the Box:

• Digital strategy and consulting
• In-depth knowledge of the retail and QSR industry
• Supply chain, logistics and on-site deployment
• Strategic program management
• Unified commerce
• Cloud infrastructure
• Networking
• AI, data analytics and machine learning
• Data strategy and architecture 

How we did it

With 35 years of experience helping the world's largest companies and government entities, we've learned that digital transformation and IT modernization thrive in the overlap of: 

Our deep domain expertise cuts across business and technology. We extensively test solutions and deploy them at scale, allowing us to seamlessly advise, execute and create new realities for our customers.

Here's how we did it for Jack in the Box:  

We thought outside the box

We worked in lockstep with Jack in the Box's operations team to meticulously plan every detail of the transformation process. During the planning and piloting phases, we established 11 workstreams focused on different project aspects, including testing the POS system's integration with back-office systems. By identifying and documenting more than 800 configuration steps per installation, we created a streamlined, repeatable process. Each piece of hardware was then configured and rigorously tested in our North American Integration Center before being shipped, enabling a seamless rollout across restaurants. 

We put people first 

Two weeks before installation, we deployed training terminals to empower team members with hands-on experience with the new system. This proactive approach minimized disruption and maximized efficiency from day one. Additionally, by gathering feedback and making necessary adjustments, we were able to tailor the POS system to meet the needs of restaurant staff, fostering a positive associate experience and smooth transition. 

We embraced late nights

Recognizing the 24/7 operation of many Jack in the Box restaurants, we strategically scheduled POS system installations during less busy, late evening hours to minimize operational downtime. To avoid weather-related shipping delays, we delivered the installation equipment to a location near the restaurant two weeks in advance. During the initial installations, our team worked on-site with Jack in the Box technicians so they could understand the process. After this phase, the technicians utilized our training and documentation guides to deploy the remaining systems. We provided a videoconferencing bridge for real-time support and troubleshooting, where engineering resources were available to resolve any issues or questions that arose.

We delivered crave-worthy insights

The new POS system and network empower Jack in the Box franchisees with real-time access to critical operational data, transforming how they manage their restaurants. With enhanced reporting capabilities, franchisees can now unlock granular insights into customer transactions and preferences, improved forecasting, workforce scheduling, and inventory management, allowing them to make informed decisions that enhance profitability, operational performance, and the associate and guest experience.

How can we help you?

Modernizing your point-of-sale system can be daunting. Jack in the Box's Chief Technology Officer, Doug Cook, compared its POS transformation to a "heart transplant of the restaurant," given its criticality to processing orders and running the business.

To make the process less intimidating, we help organizations align stakeholders, conduct research, develop roadmaps and identify the right technology solutions faster. Then, we execute at scale so you can: 

• Drive digital revenue through point-of-sale transformation and unified commerce.
• Increase customer satisfaction through personalized experiences and loyalty programs.
• Grow to meet the needs of your business with robust integrations and scalable systems.
• Prepare for what's next with AI-powered insights.