We needed a solution that wasn’t an inflexible all-in-one system and could adapt to our strategy
Brand: Captain D’s
Concept: QSR, 500+ Locations
Integrations: Custom POS, Drive-Thru, Online Ordering, Mobile App, CRM
Challenges
Legacy loyalty solutions lacked customization and adaptability to evolving strategies.
Difficulty identifying and engaging guests across diverse touchpoints.
High friction in the customer journey, leading to cart abandonment and low loyalty program uptake.
Limited integration with existing or future technologies.
Outcome
42% growth in loyalty membership within a year.
SMS subscriber base increased by 58%; email subscriptions grew by 47%.
Loyalty members spent 30% more than non-members, even after discounts.
Simplified employee training and in-store adoption of loyalty features.
"Spendgo helped us achieve a 42% growth in member accounts this year"
Keith Canseco
Sr. Director of National Marketing
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Captain D’s Success Story
How Captain D’s Elevated Customer Engagement and Loyalty with Spendgo’s Flexible Solution
Customer Overview
Captain D’s, a prominent Quick Service Restaurant (QSR) brand with over 500 locations primarily across the southeastern United States, has been serving seafood lovers since 1969. Known for its sit-down-style dining experience within a fast-food framework, the brand sought a modern, dynamic approach to loyalty management to keep pace with evolving customer expectations.
Keith Canseco, Senior Director of National Marketing, highlights the brand’s emphasis on creating a seamless customer journey through personalized engagement and flexible loyalty solutions. As Keith notes, “Guests own your brand—it’s our job to provide the solutions they want.” Spendgo’s technology has allowed Captain D’s to engage customers effectively across diverse touchpoints, from in-app rewards to innovative keyword-based campaigns.
The loyalty solution has enabled Captain D’s to scale their efforts without compromising customer satisfaction or operational efficiency. From onboarding new customers to simplifying employee interactions with the system, Spendgo has become a cornerstone of their customer engagement strategy.
The Challenge: Modernizing Loyalty in a Fast-Paced QSR Environment
Captain D’s faced significant hurdles in adapting its loyalty strategies to meet evolving consumer expectations. With a legacy system that lacked flexibility and a fragmented approach to customer engagement, the brand struggled to create meaningful connections with its guests.
Fragmented Customer Engagement The traditional loyalty system relied heavily on outdated methods, such as punch cards and basic rewards. These systems didn’t provide the granular insights needed to understand guest behavior or preferences. “We weren’t really meeting them where they wanted to be met,” says Keith Canseco, Senior Director of National Marketing. Without an integrated identity management system, engaging guests across various touchpoints—whether online, in-store, or via mobile—was nearly impossible.
High Friction in the Customer Journey The existing system presented significant friction points. Creating accounts, logging in, and redeeming rewards were cumbersome processes that led to customer frustration and reduced program adoption. “Guests want things to be simple and fast—they shouldn’t have to think about it,” Keith explains, highlighting the disconnect between the system’s complexity and consumer expectations.
Lack of Adaptability to Future Trends Captain D’s recognized that their technology was underutilized to support future innovations such as AI-driven drive-thru solutions or in-store kiosks. Legacy solutions often bundled unnecessary features, restricting the brand’s ability to adapt quickly. Keith recalls, “We didn’t want to be stuck in a system that couldn’t pivot as our strategy evolved.”
In Summary, Key Challenges Included:
Difficulty engaging customers across diverse touchpoints due to limited identity management capabilities.
Friction-filled customer experiences that deterred loyalty program participation.
Inflexible legacy technology that couldn’t keep pace with future trends.
New Opportunities
Positioned for Growth with Spendgo’s Innovative Platform Captain D’s is leveraging Spendgo’s loyalty platform not just to solve current challenges but to open doors to future possibilities. By aligning with industry trends and prioritizing guest-first technology, the brand is ready to embrace the next phase of QSR evolution.
In-Store Loyalty Integration One exciting new opportunity is the rollout of in-store loyalty features, enabling seamless reward redemption during dine-in or carry-out visits. With a system designed to simplify the employee and guest experience, Captain D’s can ensure faster service and improved satisfaction. As Keith Canseco explains, “Spendgo’s technology allows us to make the in-store experience guest-first, reducing friction and enhancing convenience.”
Drive-Thru Guest Engagement Reaching drive-thru customers, often the hardest segment to engage, is a priority for Captain D’s in 2025. Spendgo’s scalable and flexible platform offers the potential to implement innovative solutions tailored for this customer group, such as AI-driven ordering and touchless loyalty enrollment. Keith highlights this as a critical focus, stating, “The drive-thru is our biggest barrier to reaching guests effectively, but we’re excited to explore ways to connect with them.”
Anonymous Customer Conversion Captain D’s aims to reduce the 90% of transactions that occur anonymously. With Spendgo’s advanced identity management and seamless sign-up processes, there is a significant opportunity to convert these one-time visitors into loyal, trackable members. “We’re excited to explore how Spendgo can help us turn anonymous transactions into meaningful customer relationships,” Keith shares.
In Summary: New Opportunities
Expanding in-store loyalty features to enhance guest and employee experiences.
Developing innovative drive-thru solutions to engage customers more effectively.
Converting anonymous transactions into loyal membership through Spendgo’s streamlined tools.
Conclusion
Captain D’s partnership with Spendgo has revolutionized the way they approach loyalty, moving from rigid legacy systems to a dynamic, guest-focused platform. By addressing key challenges such as fragmented customer engagement and high-friction processes, Captain D’s has achieved impressive results, including a 42% increase in loyalty membership and a 30% higher spend among loyalty members.
Spendgo’s flexibility and advanced identity management capabilities have enabled Captain D’s to adapt to future trends while simplifying employee interactions and creating meaningful guest experiences. As they continue to innovate with in-store features, drive-thru engagement, and solutions for anonymous guests, Captain D’s is poised for sustained success in the competitive QSR landscape.