When Covid-19 hit, many F&B operators had to quickly implement new technology that enabled them to adopt a more flexible operational model. Unfortunately many of the ‘quick-fix’ solutions no longer meet the mark and instead of improving efficiency and driving sales, operators have been left with clunky, inefficient software that doesn’t communicate seamlessly with their existing tech stack.
Whether you have already implemented a digital ordering solution (and are wanting to change providers) or you are seriously thinking about adding it to your restaurant offering, here are our top 9 ‘non-negotiables’ when choosing your next technology partner:
1. One seamlessly connected platform
With so much already on your plate why would you add another integration to the mix? Wouldn’t it be so much easier if you only had to use one connected platform to manage Deliveroo, Click and Collect and table orders? If your inventory management seamlessly connected to your ePos?
Of course it would. So why is your ePos integrating with a digital ordering solution and a third-party payment gateway? Your ePos, digital ordering, inventory and payments should all be seamlessly connected in one platform.
2. A fully mobile solution
Static hardware not only decreases staff mobility it actually increases labour spend. (50% of a waiter’s time is spent walking to and from a till!) Mobile hardware (either on a tablet or mobile phone) means that your staff can easily multi-task e.g. manning reception and bar at the same time. And remember, it’s not just digital ordering that demands mobility. Our cloud-based ePos is one of few that works on a table AND a mobile phone.
3. Omni-channel ordering
Digital ordering is about more than just Order & Pay. Technology that supports Order & Pay, Click & Collect and Delivery empowers operators to diversify their offering. Partnering with a hospitality technology provider that enables you to run your own webshop and say goodbye to unnecessary third-party platforms means operators can take back control of their profits and their guest data.
4. The ability to open a tab
For guests to get maximum value from your technology, it has to be better than the existing experience. It must provide a faster service (compared to ordering via a waiter) with more information and benefits. One such requirement is the ability to open a tab. Being able to open a tab, enjoy a few drinks/food and then add more items onto an order without having to pay for each ‘round’ is hugely beneficial to both staff and customers. There is nothing more frustrating than having to repeat the digital ordering process throughout the dining experience. Make sure you partner with a provider that allows your guests to order and pay straight away or order and pay when they’re ready.
5. A fully customisable interface
First impressions last - especially when it comes to online ordering. Not only should your digital menu be intuitive and easy to use, it should also provide your customers with the same experience as when ordering off your ‘full’ menu i.e. there should be no less than what your paper menu would offer (if they run in tandem). Your digital ordering solution should allow you to fully customise your menu and add mouth-watering descriptions alongside drool-worth food photography. When done well, carefully crafted items increase sales and improve upsell opportunities. They also provide vital health and safety information by listing allergens.
6. Secure payments
Security should always be taken seriously - especially when it comes to payments. Make sure your provider complies with Payment Card Industry (PCI) Data Security Standard (DSS) 3.2.1 and 3DS2 to reduce fraud and enhance security in online card payments.
7. EOD reconciliation
The main benefits of using an integrated payment gateway are: 1) having a breakdown of all card transactions that have occurred throughout the day and 2) the labour saving-costs that would have been spent manually processing EOD reconciliation (circa 15 hours per month). Bizzon’s ePos is set up so this happens automatically. Can your current software do the same?
8. Support that goes the extra mile
Receiving support and training during the onboarding process is not enough. Your business should have regular access to a support team and resource centre. Some providers take it a step further by providing ‘out of scope’ support to their customers. I.e. help setting up social retargeting campaigns or explaining how Google Analytics can be a power tool in eCommerce strategy. Find a provider that genuinely cares about your business - and not just when they’re asking you to sign the contract.
9. Regular software updates
Truly agile SaaS providers make continuous improvements to their software in addition to releasing exciting new functionality. How often does your current provider rollout new enhancements? We rolled out over 100 software releases in 2020 alone!
Don't let implementing a new ePos or digital ordering solution be a deterrent. If history tells you it's expensive and takes time, you could be with the wrong partner.