Kiosks putting the foundation in digital transformation – Pasibus case study
Published: January 23, 2024
Kiosks putting the foundation in digital transformation – Pasibus case study
One of the largest street food chains in Poland started the digital transformation by implementing sophisticated kiosks in their most popular brick-and-mortar localizations.
Kiosks were considered the fastest and most convenient elements of the digital restaurant ecosystem to implement and start the experiments with. Yet – the first step is not the last for sure!
The client digital technologies
While having the online ordering system, the company was lacking several essential functionalities of the modern and sophisticated digital restaurant system. According to the McKinsey report, there has been a huge and visible growth in the digital food ordering markets around the world, with major markets witnessing up to fourfold spikes compared to the pre-pandemic era.
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.
- 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?
Our work
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:
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Implementing new Oracle Symphony 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.
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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.
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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.
Implementing Oracle Symphony POS
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 Symphony 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.
Installation of Kiosks
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 Pasibus team are people full of passion and energy. The bar has been set high both in terms of functionality and deadlines. Pasibus company specialists installed new kiosks at an incredible pace: even three locations with several kiosks each in one week. On the IT side, we also had to maintain this pace, which was a wonderful adventure and an opportunity for development."
Lukasz Kolczynski, CEO Ordering Stack.com/3e
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.
Solution
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.
"The digital and technological development is a key element of our long-term strategy. We want the guests of Pasibus to experience many sensations during their visit to the restaurants, which is why we have always advocated for a bold approach to meals, atmosphere, and service. We will also increase the brand's availability in both traditional and new sales channels. Pasibus has always been known for its courageous, individual approach to business. Therefore, we approach innovative solutions with great excitement, which we consistently implement in our network. Together with 3E, we have been designing and implementing comprehensive solutions for Pasibus for some time, which are now coming to light. We sincerely hope that they will positively influence the experiences of our guests, as well as our employees."
Maciej Moc, CMO Pasibus
– Our goal and ambition is to help Pasibus become one of the best-digitized QSR brands in the market – dodaje Lukasz Kolczynski.