Our Case Studies
Digital Reinvention at Firebirds Wood Fired Grill
As Firebirds Wood Fired Grill celebrates 25 years of standout hospitality and bold flavors, the award-winning full-service steakhouse is charting a new course: making their digital business as solid as their full-service business. With 65+ locations and a loyal following, Firebirds has long excelled in the dining room. As digital ordering and off-premises channels became essential revenue streams, the company began evolving its full-service model and corporate structure to better manage the unique complexities of a digital business.
Challenge
The challenge was to evolve Firebirds’ business strategy to meet the complexity of managing the digital channels driving significant revenue. Digital sales had become a meaningful share of revenue, but were showing volatility.
Approach
Leadership & Alignment
Established a Digital Steering Team of C-suite leaders, supported by a Digital Program Director, to guide vision, strategy, and execution.
Operational Stability
Diagnosed and resolved order system failures, cutting Olo error rates by more than half, and standardized processes for new restaurant openings and menu updates.
Roles & Responsibilities
Introduced updated digital-focused titles, job descriptions, and workflows across marketing, operations, analytics, and guest support.
Data & Business Intelligence
Audited reporting capabilities, delivered board-level analysis on off-premises performance, and proposed a roadmap for Power BI dashboards to improve visibility and decision-making.
Results & Impact
01
Stronger operational stability with Olo failure rates reduced by more than 50%.
02
Sales recovery as third-party delivery performance rebounded from -11% to flat year-over-year.
03
Clearer ownership and faster resolution with streamlined digital roles and standardized workflows.
04
Leadership alignment through a cross-functional steering team guiding digital priorities and accountability.
Client Testimonial
This work helped Firebirds future-proof its digital business while keeping the guest experience at the center.
At Firebirds Wood Fired Grill, we’ve built a reputation over the past 25 years that centers around hospitality and creating extraordinary experiences. As our brand has evolved, we saw an opportunity to further strengthen the technology structure that supports it.
Figure 8 helped us do just that. The team quickly garnered a strong understanding of our business, and they partnered with us as we completed a systemwide POS system conversion. We developed a shared goal to ensure our systems that support a critical piece of our business – off-premises dining – were integrated and communicating seamlessly and effectively. They removed friction in our processes and brought clarity, structure, and just the right kind of pressure to help us move forward.
Figure 8 brought valuable experience to the table and felt more like an extension of our team than outside consultants. We’re now in a place where things run more smoothly, we’re faster to solve issues, and we have a setup that is scaling efficiently with us. We’re even more confident now that the Firebirds Wood Fired Grill hospitality that our guests have come to expect from us extends beyond the four walls.
