Kiosks putting the foundation in digital transformation – Pasibus case study

Pasibus wished to surf the wave by implementing the following changes:

• Updating POS system– the POS system required some polishing to manage online ordering and payment systems.
• No loyalty app – the company has seen the need to build a loyalty app, yet there was no solution in the market that fully supported the needs and technical requirements.
• Limited ways to order the food – the company has been enclosed with the online ordering system and offline restaurants, with no more sophisticated ways to order food.

As a result, the company faced a number of business challenges and constraints, including:

• Lost chances– there was no loyalty program to encourage the customers to come back to the company.
• Reduced sales– the limited convenience of the ordering system resulted in forcing customers to place orders or pay in the way they didn’t consider fitting.

Increased costs—the system had multiple hidden suboptimal procedures, including the staff struggling with manual clicking through the integrator system.

Seeing how much money could have been saved and how many more customers could have been acquired, the company decided to contact 3E to tackle these challenges and unleash its hidden potential.

• What was the key obstacle regarding the company’s digital operations?
• What was the factor behind choosing Ordering Stack?

Having ourselves armed with client’s expectations and supported by our experiences with implementing digital restaurant systems, our team has started working on digital solutions to tackle the company’s problems.

Both companies have come up with a plan that aims to digitize and reshape the way Pasibus operates on a daily basis. The plan includes:

• Implementing new Oracle Simphony POS system – the company was in need for a new, more modern and sophisticated POS system, to replace the old one that was slowly becoming unfitting to the new era.

• Launching digital kiosks – the kiosks aim to provide customers with new ways to order food and to gather the data that will be later useful to proceed with implementing digital solutions.

• Building a loyalty program – the next step on the way toward building a digital restaurant is to build a loyalty program app that will engage users and encourage them to interact with the brand more often.

One of the key competitive advantages of Pasibus is the deep customizability of their menu, with the ability to add or remove a multitude of ingredients. Oracle Symphony, with the customizability of the offer, perfectly fits the company’s requirements.

The POS system is seen as the core of the digital restaurant service, with the Ordering Stack software serving as a middleware between the POS system and the multiple front-ends the company provides. Using Ordering Stack has made customization even easier, with the added software’s ability to build up bundled orders without the need to bundle them on the POS, saving time and effort. By that, the system can be used to deliver multiple sophisticated upselling options

Also, by augmenting the Oracle Simphony POS with Ordering Stack software, it has become easier to customize the menu in every existing channel, starting from online ordering, through kiosks, and other options available for customers.

Apart from the customization and upselling options, the new POS has enabled the company to deliver the menu in three languages simultaneously: Polish, Ukrainian, and English.

Order kiosks are another channel that allows for customer service and food ordering in restaurants. These devices are fully supported and managed by the Ordering Stack system. The kiosk itself is integrated with a fiscal printer, enabling it to handle the entire ordering process without the need for supervision or intervention by the staff.

The hardware was delivered by Solix, and the software was designed and implemented by the 3e team. The backend seamlessly supports the integration with the POS and fiscal printer.

The implementation of kiosks has ended with great success, with brand new and fancy machines standing in restaurants in Łódź and Wrocław, with the company aiming to increase the number of devices in all localizations. According to the Pasibus data, orders done by kiosks achieve up to 15% higher value than ones done through other channels.

Learn how automated processes with Ordering Stack led the Pasibus restaurant chain to success: