The Challenge
FreshFin had worked with multiple technology providers over the years, but none delivered the flexibility or marketing capabilities the team needed.
While online ordering functioned well enough, building offers, managing loyalty campaigns, and understanding customer engagement often required more effort than expected. The experience felt fragmented, making it difficult to quickly launch promotions, evaluate campaign performance, or create the kind of personalized guest experience FreshFin wanted to deliver.
At the same time, the team was looking for ways to strengthen guest retention, encourage more direct ordering, and better support both their digital and in-store customer experience.
The Solution
FreshFin selected Incentivio to bring ordering, loyalty, and guest engagement together on a single platform.
Today, the team uses Incentivio to power their branded mobile app, online ordering, loyalty program, personalized offers, and guest communications, giving them the flexibility to react quickly to seasonal opportunities while keeping guests engaged throughout the year.
For Alex Wilgenbusch, Manager – Projects & Corporate Initiatives, and the FreshFin team, speed has become one of the platform’s biggest advantages.
Whether they’re launching a weekly promotion, creating a seasonal campaign like Fresh Fish Fridays, or rewarding loyal guests, campaigns can be built and launched quickly without adding unnecessary complexity.
The Customer Success team has also become an extension of FreshFin’s Marketing team, providing strategic guidance, helping interpret campaign performance, and sharing ideas that help the team continue improving guest engagement.
Building Loyalty That Benefits Everyone
For FreshFin, loyalty is about much more than rewarding repeat visits.
The brand believes that retaining existing guests creates stronger long-term relationships while delivering better value for the business over time. Through their loyalty program, guests earn points toward future rewards while FreshFin gains valuable insights that help create more relevant offers and personalized experiences.
Giving back to the communities they serve has always been part of FreshFin’s DNA, and their loyalty program helps bring that mission to life. Through partnerships with local food banks and organizations like No Kid Hungry, the team uses targeted offers and loyalty rewards to encourage guest participation while supporting meaningful causes. It’s an approach that turns everyday purchases into opportunities to make a positive impact.
Keeping FreshFin Top of Mind
FreshFin takes a thoughtful, always-on approach to guest engagement, using the mobile app to build stronger customer relationships. By encouraging direct ordering through the app, the team gains valuable guest insights while creating more opportunities to deliver personalized rewards and offers.
Rather than relying on one-off promotions, FreshFin follows a planned cadence of campaigns aligned with seasonal moments, guest trends, and marketing priorities. Promotions like Fresh Fish Fridays during Lent give guests timely reasons to return, while app-exclusive offers, including the “Loyalty Member Discount $2 Off” campaign, which boasts a 97% redemption rate, encourage greater adoption of the brand’s digital ordering experience.
Detailed reporting gives the team visibility into campaign performance across individual locations and the brand as a whole. With trusted insights into guest engagement, FreshFin can identify what’s working, collaborate with store teams, and continuously optimize future promotions.
Creating a Personalized Guest Experience
The FreshFin app has become an important part of how guests interact with the brand.
Beyond offering convenient ordering, the app allows guests to earn rewards, receive personalized offers, reorder favorites, and schedule pickup around their day.
For FreshFin’s customer base, many of whom are mobile-first consumers, the app creates a faster, more convenient experience while giving the team better visibility into guest behavior than traditional ordering channels.
Whether guests order through the app or in the restaurant, FreshFin delivers a consistent loyalty experience. Integrated deeply into the POS, Incentivio loyalty is available on the POS guest-facing display making it easy to identify loyalty members, redeem rewards, and surface personalized offers during checkout, creating a seamless experience no matter how guests choose to order.
Measuring What Matters
Marketing decisions are only as good as the data behind them.
With Incentivio, FreshFin has greater visibility into campaign performance, allowing the team to understand which offers are driving guest engagement and where future opportunities exist.
Instead of piecing together incomplete or difficult-to-access reporting, the team now has clear visibility into redemption rates, campaign performance, and guest engagement, giving them the confidence to make more informed marketing decisions.
Having access to these insights has helped the FreshFin team continue refining their loyalty strategy while building confidence in the effectiveness of every campaign they launch.
“One of the biggest advantages of Loyalty Pulse is how quickly we can react. Whether it’s a seasonal promotion or a new idea we want to test, we can get it in front of guests without a lot of extra work, then use the results to shape what we do next.”
– Alex Wilgenbusch, Manager – Projects, Corporate Initiatives & Strategy at FreshFin
Looking Ahead
FreshFin continues to focus on creating exceptional guest experiences while expanding the ways customers can engage with the brand.
From growing digital ordering and loyalty participation to exploring new opportunities in catering and community engagement, the team remains committed to delivering the same premium experience guests have come to expect since the brand first opened its doors.
With Incentivio supporting their loyalty and digital strategy, FreshFin has the flexibility to continue evolving while staying connected to the communities and customers that have fueled the brand’s growth.