Skip to content
https://25991633.fs1.hubspotusercontent-eu1.net/hubfs/25991633/ordering-stack-zolte-tlo-800-1.png

Automation in Gastronomy: How to Arrange IT Processes in a growing QSR chain?

In the era of accelerating automation in gastronomy and increasingly complex digital processes in QSR (Quick Service Restaurants), technological infrastructure, analytical tools, and business optimization require expertise. The key to success in the competitive gastronomic environment is to organize the IT domain, and even build a team responsible for this area, especially for restaurants that are dynamically expanding.

In the realm of quick service, consistency is paramount. QSR customers expect the same quality of food and service every time, regardless of location and time of visit. To ensure quality, QSR chains must standardize their systems and procedures. IT infrastructure and internal organization of processes play an important role here.

According to the Connected Restaurant Experience Study by Incisiv in 2023, the QSR sector expects nearly 51% of tasks to be automated, while full-service restaurants predict that 27% of tasks will be automated by that time.

Obstacles to Automation and Self-Service in Gastronomy

Working with QSR entities, we have noticed problems faced by restaurant owners who are scaling their business. It turns out that rules that worked when the company had about three locations do not work at all when network growth picks up.

Below are the areas that need attention:

Team Competence

The larger the number of restaurant locations, the more challenges in technology and digitalization. Its daily functioning is based on many systems, including POS (Point of Sale).

The lack of a person responsible within the company for processes and the IT area, or even a team managing these processes, is painfully felt. This is a critical moment when the restaurant owner should delegate digitalization tasks to people who know its specifics.

Such a team, or at least one employee, should have knowledge not only of the systems on which the company's operations are based but also be in contact with technology providers with whom they are integrated.

Support Line – Internal Support

A growing QSR network must introduce consistent IT (infrastructure and software) reporting processes. Organizing the so-called first line of support — internal support, i.e., a person or team verifying reports of, for example, problems with operating equipment and systems, brings order to the organization.

It is important that internal support operates correctly at the time of a technical malfunction/failure and can properly escalate the problem. It is assumed that such a path should typically have two stages: first internally, at the organizational level, and then (if necessary), a report to the appropriate supplier (hardware, software).

Good practice is to develop reporting procedures based on proven patterns such as:

  1. One point of registration of reports (preferably through a selected ticketing system);
  2. Defined levels of reports (URGENT, HIGH, NORMAL), with specified criteria for meeting each level and indicated reaction and resolution times;
  3. Defined support lines in the form of individuals responsible for handling them.

Infrastructure – Server/Environment Staging

At this stage of development, a QSR restaurant network should have a test environment (so-called stage) that corresponds 1:1 with the production environment. Why?

The test environment should be a copy of the production one, allowing changes (especially more advanced ones) to be tested, such as implementing a new, redesigned menu or new features.

Tested changes then do not affect the current production environment, and all sales proceed without disruptions. It is unacceptable to test new solutions on production. Furthermore, the test server should mirror the production environment, i.e., reflect the current configuration of POS and peripheral devices (KDS, status screens).

 

Automation in Gastronomy: IT Support Processes

1. Single Point of Contact (SPOC)
This is a central place where all employees can report IT-related problems (via a special phone number, email, web portal, or application).

Example: In a restaurant, an employee has a problem with the POS system - in this situation, they call or send a report to the IT department where it is registered.

2. Levels of Reporting (Priorities)

Reports are categorized according to their urgency and impact on business. Typical levels are:

  • Urgent: A critical issue preventing the entire restaurant from operating.
  • High: A serious problem significantly hindering operations, but the restaurant can still function.
  • Medium: An issue affecting a single workstation or less critical functions.
  • Low: A cosmetic issue that does not affect current operations.

Example: If the entire POS system stops working, the report is marked as "urgent."

3. Service Level Agreement (SLA)

This is an agreement between the IT department and the client (restaurant), specifying the expected response and resolution times for problems.

Example: An SLA might stipulate that "Urgent" issues must be resolved within 2 hours.

4. Support Tiers

IT support is often divided into several levels:

  • 1st Line: Basic support, resolving simple problems (typically handled by helpdesk staff).
  • 2nd Line: More advanced support, dealing with more complex issues.
  • 3rd Line: Technical experts solving the most difficult problems.

Example: If the 1st line cannot resolve the issue, it is escalated to the 2nd or 3rd line.

5. ITIL Standards

ITIL (Information Technology Infrastructure Library) is a set of best practices for IT management. ITIL helps organize and optimize IT support processes.

Example: Applying ITIL helps standardize support processes, which is especially important in a growing restaurant network with multiple IT systems.

Example for a QSR chain

Imagine a restaurant chain using various IT systems, including order management, payments, inventory, and deliveries. To ensure smooth operation of these systems, IT support processes are implemented:

  • SPOC: All issues are reported by employees through a designated web portal.
  • Reporting Levels: Problems are classified by priority. Issues with the POS system are "Urgent," issues with supply orders are "High," etc.
  • SLA: The agreement stipulates that "Urgent" issues must be resolved within 2 hours, and "High" within 4 hours.
  • Support Tiers: Issues are initially handled by the helpdesk (1st line). If the helpdesk cannot resolve the issue, it is escalated to the 2nd line, which is more specialized.
  • ITIL: Support processes adhere to ITIL standards, ensuring their efficiency and consistency.

By implementing such processes, the restaurant network can quickly and effectively respond to IT issues, minimizing downtime and maintaining high customer service quality.

Summary

Organizing IT processes within a growing QSR chain contributes to its development, eliminates chaos and stress among employees, and introduces standardization of digital processes. A network with a well-functioning technological infrastructure has a chance for faster growth and the implementation of new elements in the field of automation and digitalization.

Read On