In this episode of Behind the Numbers, presented by R365, Marc Cohen and Rich Sweeney sit down with Troy Hooper, CEO of Hot Palette America and Pepper Lunch.

Pepper Lunch operates 560 restaurants across 17 countries and serves more than 40 million plates annually. With a goal of surpassing 1,100 stores by 2030, Troy breaks down how the brand is building a scalable global franchise system rooted in operational precision, supply chain visibility and disciplined KPI management.

The conversation explores what Troy calls avoiding becoming “data drunk” and instead focusing on the numbers that truly matter. He explains how Pepper Lunch drives profitability through tight portion control, zero in-store prep labor, and a proprietary induction plate system that reaches 500 degrees in 74 seconds and enables ticket times under five minutes.

Troy also shares insights on:

• Launching kiosks and increasing average check by $5.50
• Mandating the right tech stack to support franchisee profitability
• Opening in Hawaii and seeing near double check averages
• Introducing value promotions with 20 percent more product at 20 percent lower price
• Building a 1-to-1 loyalty strategy driven by data and personalization
• Investing in robotics, AI and VR training for the next phase of restaurant operations

This episode is a deep dive into what it takes to scale a global fast casual brand while protecting margins, strengthening franchise relationships and maintaining consistency at every level.