
Taiwan’s Sushi Express Group, established in 1996, has pioneered the revolving sushi concept in Taiwan. Through its affordable pricing strategy, the company has rapidly popularized sushi culture, enabling Sushi Express to become the largest sushi chain in the nation.
The Group’s competitive advantage lies in its integrated supply chain, which spans upstream fresh produce wholesale, midstream food processing, and downstream chain restaurant operations. By achieving economies of scale and improving operational efficiency, Sushi Express now operates over 650 locations across the Asia-Pacific region while actively embracing digital transformation to address the evolving challenges of the food service market.
Driving digital transformation
Market challenges have fueled the company’s digital transformation. The instability of global supply chains, driven by international volatility, has led to fluctuations in ingredient prices. To stabilize its supply chain, Sushi Express established a wholesale division and partnered with over 200 suppliers. In addition, labor shortages and rising personnel costs have necessitated enhancements in workforce efficiency.
With increased market competition from Japanese brands, Sushi Express is determined to retain existing customers while attracting new ones. “The growing consumer preference for digital services has driven Sushi Express to enhance its online offerings and digital marketing capabilities, solidifying our position as a frontrunner,” says IT Director Star Chang. The Group’s global expansion has also increased its need for effective cross-border management, making digitalized operations a key focus.
Digital transformation strategy
According to Chang, the digital transformation strategy of Sushi Express Group encompasses three main areas: enhancing internal operational efficiency, providing differentiated customer experiences, and integrating the vertical supply chain. The Group has implemented Enterprise Resource Planning (ERP), Business Process Management (BPM), and Human Resource Management (HRM) systems to digitize back-end management, streamline business processes, reduce human error, and integrate cross-departmental data to support decision-making. These systems were first launched in Taiwan before expanding to overseas branches, mitigating implementation risks.

In terms of customer experience, Sushi Express has tailored its offerings to various consumer groups by launching multiple brands and introducing enhanced digital services, such as online ordering and reservations. The Group’s “One ID” loyalty system allows customers to accumulate points across different brands, enhancing brand loyalty. Through data analysis, customer behavior insights enable precision marketing strategies. “By leveraging data insights, we can offer personalized experiences that strengthen customer engagement and loyalty,” says Chang.
Sushi Express has also strengthened its supply chain integration by establishing a centralized procurement system to reduce purchasing costs and enhance inventory management for greater stability. “Efficiency and consistency in supply chain management are essential for maintaining the quality our customers expect,” Chang notes.
Specific solutions
The digitalization efforts of Sushi Express are built on four pillars: a digital backbone, data warehousing, digital services, and digital marketing. The ERP system enhances operational management efficiency and financial transparency, while the BPM system ensures process standardization and electronic approvals. The HRM system simplifies human resource management and automates store scheduling. Furthermore, data warehousing consolidates both internal and external data, supporting business intelligence and sales strategy development.
From 2022 to 2023, Sushi Express introduced online reservation and fresh meal management systems to streamline the dining process and reduce manual labor through automated meal preparation, improving accuracy. In terms of digital marketing, the Group has launched two loyalty APPs of To-B and To-C and Customer Relationship Management (CRM) system, integrated with a Customer Data Platform (CDP) to analyze consumer behavior. The One ID initiative has attracted over 1.5 million APP users, with membership-driven revenue now exceeding 30% of total sales. “The data-driven insights we gain help us better understand our customers and anticipate their needs,” Chang says.
Strengthening global competitiveness
By embracing digital transformation, Sushi Express has strengthened its global competitiveness. The company plans to continue refining its digital management model, enhance its brand, diversify its menu offerings, and further integrate its supply chain to improve quality and customer satisfaction on a global scale. “Our goal is to become the world’s most beloved sushi brand,” Chang says.
Through a steadfast commitment to the evolving needs of customers, Sushi Express is well-positioned to use the state of the art digital innovation and lead the industry into the future of dining.