The digitalization of the HoReCa industry is a reality, and over the last three years, these processes have accelerated. The reason? Rising restaurant operation costs, global inflation growth, the struggle to attract and retain customers, high staff turnover, and workforce shortages – these are the factors forcing an openness to new technological solutions.
Concurrently, consumer attitudes and habits are changing, and society is becoming more open to technological innovations. This is confirmed by the report “Technology in the service of society. Will Poles become society 5.0? Edition 2023” prepared by the Digital Poland Foundation, where as many as 17% of respondents indicated that using digitalization and new technologies is becoming less complicated for them, and a whopping 93% agreed with the statement that technological innovations make everyday life easier.
Introducing innovations and developing culinary-related technologies in QSR restaurants is, therefore, a necessity. According to Hospitalitynet, in the context of global economic turmoil, new technologies are the answer to the need to reduce the constantly increasing costs in the gastronomy sector.
A solution that meets these challenges is the Ordering Stack platform. Below we present five key technologies it includes, which are essential for running a competitive restaurant in an era of constant market changes.
1. Self Ordering Kiosks
Self-service kiosks in the fast food and QSR segment are gaining popularity year by year. Digital screens for placing orders are intuitive and easy to use. Customers can freely browse and personalize their order, which eliminates the risk of misunderstandings during placement with a restaurant employee.
Self-service kiosks are invaluable during peak hours in restaurants – allowing customers to purchase their preferred dish independently helps alleviate queues. For many industry entities, they also respond to staff turnover and shortages. These devices can easily be updated with changes like new menu items or price adjustments.
Key features of self-service kiosks with Ordering Stack software:
- Kiosks are cloud-based. All data is transmitted online, and the only requirement is an internet connection.
- Ordering Stack system can work on various types of kiosk devices.
- Kiosks have a personalized UX/UI design, and the menu layout is adapted to the corporate branding, ensuring consistent visual communication.
- They can be integrated with various POS systems like Oracle Simphony, Micors RES 3700, Agnis, SICOM POS. Orders placed are immediately transmitted – through the system – to the kitchen, eliminating manual entry into multiple devices, such as tablets.
- Thanks to scrollable menu cards displayed on the screen, potential customers can familiarize themselves in detail with the offer and add additional items. In this way, self-service kiosks contribute to an increase in the average order value, thanks to the upselling option.
- Self-service kiosks can gather data on purchasing preferences and customer behavior. Restaurants using such a solution also have the option of integrating it with their loyalty program and building their customer database.
- Possible support for pinpad payments, integration with a fiscal printer, and adaptation to fiscal requirements in a given country.
When implementing self-service kiosks in QSR restaurants, their location is also important. They should be in a visible place, easily associated with a particular restaurant (if installed in a so-called food court in a shopping center), mounted according to health and safety requirements, and not obstructing communication routes.
2. KDS Screens
The KDS (Kitchen Display System) is a digital tool for managing kitchen work that takes a restaurant to a new level of digitalization. Back-office employees see incoming order information on the KDS screen and can start its execution. KDS is a software and display system where information about meal ordering and serving, as well as stages of execution at specific stations, is in one place if needed – e.g., for burgers, fries. Usually, POS systems have their own KDS, but if a restaurant does not have such a solution, they can use the KDS module from Ordering Stack.
Key features of the KDS system:
- Organizing the order system and managing the back-office team – KDSs help in the efficient execution of orders, invaluable during busy restaurant times.
- The tool reduces the risk of order mix-up.
- KDSs are connected to a Status Screen, where customers see if their order (by number) is ready for pickup.
- KDSs allow measuring kitchen performance and eliminating bottlenecks in the meal preparation process.
- KDS positively affects efficiency and cost optimization, e.g., displays information about which ingredients should be used in a selected dish or which have run out, helping in planning supply orders.
- The system unifies orders from different channels: self-service kiosks, counters, or placed online.
- KDS supports the Cloud Kitchen (Dark Kitchen) model – several types of kitchens located in one place.
- Several KDS screens together create an effective workflow, with one station preparing burgers, another fries, completing the dish at the next, and another issuing the order delivery.
3. Mobile Table Web Ordering / Web Applications
Another phenomenon influencing the restaurant industry is the rise of cashless transactions. Especially Gen Z customers prefer this form of payment. Polish companies recognize the benefits of cashless transactions. In a study conducted by Fiserv Polska (owner of the PolCard brand), 65% of companies stated that the advantage of cashless payments is faster and more efficient customer service, while 47% pointed out lower risk associated with payment settlement and fewer mistakes, e.g., in giving change.
When placing orders at a self-service kiosk or online using special web applications, payment is required using a credit card or mobile devices.
Key features of mobile table web ordering and web applications:
- The application can be saved on the mobile phone’s desktop, encouraging more frequent use of a restaurant’s offer.
- Interested customers can also order through a website using a QR code.
- Customers can immediately pay for orders using a credit card, fast bank transfer, or BLIK mobile application.
4. Loyalty Program and Application
As many as 2 out of 3 Poles participate in at least one loyalty program – according to the “Loyalty Program Monitor 2023” report published by ARC Rynek i Opinia. Moreover, 90% of participants use selected programs through mobile applications. In times of high inflation, using loyalty programs has become a way to look for savings.
QSR restaurants are keen to use this tool to build relationships with customers and their contact database. With the Ordering Stack platform, it is possible to handle loyalty programs, both specific to the restaurant and additional ones to which the QSR chain is connected. The platform also provides integration with various loyalty programs and offers additional functions such as point collection, voucher redemption, gift cards, and payments using virtual wallets.
Key features of the loyalty program in the Ordering Stack system from the customer’s perspective:
- The system provides logged-in users with coupons for special products at attractive prices. Coupons can also be unlocked with a special password, which can be shared as part of specific marketing campaigns.
- Collecting points and the possibility of exchanging them for rewards.
Key features of the loyalty program in the Ordering Stack system from the restaurant chain’s perspective:
- The system allows creating user segments based on their transaction data and purchasing preferences.
- Based on the information collected by the system, it is possible to create marketing campaigns for selected customer segments.
- Possible to send messages as part of a campaign (push), as well as distribute coupons to campaign/marketing action participants.
- The system allows analyzing the course of a campaign or marketing action, measuring its activity, participant engagement, or conversion.
- Possible activation of different customer groups, e.g., those who have not used the restaurant’s offer for a long time.
5. Integration with Aggregators
An increasingly popular form is ordering food online and delivering it to a specified address – according to a report by Stava, the food delivery market in Poland is steadily growing, and in 2024 it will exceed the value of PLN 10 billion. A modern QSR restaurant must also place its offer in the delivery system. Ordering Stack meets these expectations and allows for the execution of orders from food delivery services from various aggregators, including Pyszne.pl, Glovo, Wolt, Bolt, UberEats.
Key features of integration with aggregators in the Ordering Stack system:
- Managing online deliveries – order and pick up on-site or at a specified address.
- The Delivery Panel module displays delivery orders from all channels in one place, allowing for their management, e.g., automatic or manual acceptance by restaurant staff, or tracking their current status.
- Constantly informing the customer about the status and estimated time of order fulfillment and delivery.
Summary
Digitalization and automation of processes in QSR significantly improve restaurant operations. Thanks to innovative solutions, processes that were previously time-consuming – like collecting orders and transmitting them to the kitchen, managing customer queues, or recording the current status of specific products – are optimized.
New technologies allow for better control of network resources, streamline staff and product management. A comprehensive solution like Ordering Stack allows central management of the offer (menu) for the entire network – the menu is available in all restaurant channels.
The Ordering Stack solution also has a marketing aspect and helps to outperform the competition. Thanks to additional functions and data collection, it allows for planning promotional campaigns, building customer relationships and loyalty. It also offers the possibility of integration with other applications.
Technologies have a global dimension – automation processes can be introduced and standardized in all QSR restaurants of a given network, regardless of location.
These five innovations constitute the absolute technological “must-have” for a modern QSR chain.
