About
Perera & Sons (P&S), Sri Lanka’s most iconic food and beverage brands with over 250+ outlets nationwide, partnered with Arimac Loyalty (CXForge) to modernize how customer engagement, loyalty, and promotions were managed across its growing retail network.
Serving thousands of customers daily through dine-in, takeaway, phone orders, and delivery, Perera & Sons required a platform that could unify sales data across locations, provide real-time insights into customer behaviour, and enable targeted, data-driven promotions without disrupting fast-paced checkout operations.
CXForge became the foundation for a connected, insight-led customer experience, allowing P&S to move beyond mass promotions and toward smarter, personalized engagement at scale.
Challenges
Before implementing CXForge, Perera & Sons faced challenges common to large, multi-location retail and QSR brands:
- Fragmented sales data Transaction data was split across 250+ outlets, delivery channels, and phone orders, limiting visibility.
- No real-time operational insights Managers lacked clarity on peak hours, slow periods, or store-level performance.
- Limited customer intelligence No clear view of repeat customers, loyal segments, or purchasing patterns.
- One-size-fits-all promotions Broad discounts increased footfall but eroded margin and offered no insight into campaign effectiveness.
- Disconnected systems No single platform linking POS data, promotions, and customer engagement in real time.
As the business scaled, these gaps made it harder to optimise store performance, improve profitability, and build long-term customer loyalty.
Solution
CXForge was deployed as a single, unified customer engagement and loyalty platform, tightly integrated with Perera & Sons’ POS systems across all outlets.
Key capabilities included:
- Real-Time POS Triggers
- Live transaction data captured from every checkout, enabling instant visibility into store performance, buying patterns, and customer behaviour.
- Centralized Data Across 250+ Locations
- A single dashboard connecting all outlets, providing real-time insights into peaks, lulls, repeat visits, and high-performing stores.
- No-Code Campaign Builder
- Marketing teams could launch, test, and refine targeted campaigns without IT dependency, reducing time to market dramatically.
- Targeted Offers & Smart Promotions
- Campaigns tailored by location, time, purchase behaviour, and customer frequency, replacing blanket discounts with precision offers.
- Rewards & Seamless Redemption
- Easy-to-use loyalty rewards integrated directly into the checkout experience, without slowing down service.
- Hands-On Local Onboarding
- On-ground support ensured smooth rollout across outlets, rapid staff adoption, and minimal operational disruption.
CXForge allowed Perera & Sons to preserve its legacy of fast, reliable service while introducing a modern, data-driven approach to customer engagement.
Impact
By moving from disconnected systems to a real-time, insight-led engagement platform, Perera & Sons achieved measurable business impact:
- Improved operational visibility Live insights into store performance, busy periods, and customer traffic patterns.
- Smarter promotions Targeted offers that improved conversion while protecting margins.
- Stronger customer loyalty Clearer identification of repeat customers and high-value segments.
- Faster campaign execution No-code tools enabled rapid experimentation and optimization.
- Data-driven decision making Store managers and leadership gained actionable insights instead of static reports.
- Scalable CX foundation A future-ready platform supporting continued growth across outlets and channels.
CXForge helped Perera & Sons transform everyday transactions into meaningful customer relationships, at scale, in real time, and with measurable business value.
