Getting the most out of existing POS software remains a top priority — it often makes good sense in the best of times, and can become essential in a time of tight budgets and uncertainty such as we’re facing right now. But we also continue to see significant momentum in the direction of developing or deploying POS for use on a mobile device, with 35 percent of operators identifying mobile POS as a purchasing priority for 2022. The concept of mobility for restaurant POS — the ability to meet guests where they prefer to order, pickup, and eat — gained momentum during the pandemic and has yielded significant revenue for restaurants, especially in transactional categories such as quick-service and fast-casual. Installing POS from a new vendor is a priority for 32 percent of operators — a sizable chunk of the industry, suggesting that roadmaps and implementations for 2022 and beyond are going well beyond current pain points, as they should.
Add new functionality/features/modules to current POS software
Develop and/or deploy POS for use on a mobile device
Install POS from a new vendor
Test & research new POS solutions for possible implementation after 2022
Expand installation base of POS software from current vendor
WHAT ARE YOUR POS PURCHASING PLANS FOR 2022?
Enabling new payment options, such as e-wallet, remains
a top business driver impacting POS upgrades for 64 percent of restaurant operators — we believe the only reason that percentage isn’t higher is that restaurants have been enabling new payment options at a vigorous pace for the better part of two years. Customers have demonstrated a robust interest in alternate payment options, and operators want to provide them. Enabling self-service and mobile POS remain crucial business drivers, in response
to customer expectations, and a rising driver is tighter integration with other operating systems, at 46 percent — tight integration is essential to providing omnichannel experiences for guests, whether they prefer drive-thru, curbside, dine-in, delivery, mobile ordering, kiosk, or
other touchpoints.
Enabling new payment options (e-wallet, etc.)
Enabling self-service options
Adding Mobile POS
Using data to understand guest preferences and behavior
Tighter integration with other operating systems
Making systems PCI compliant
Integration with a third-party delivery system
Moving systems to the cloud
Building a robust POS platform
Tighter integration with an e-commerce platform
Enabling multi-channel selling in locations
Addressing EMV
Integration also shows up as a top feature driving POS purchases, at 69 percent, followed by online POS for ordering/payment at 54 percent, and cloud-based POS at 51 percent. The theme of integration continues, with strong interest in POS that includes loyalty tools and delivery functionality; as does mobility, with tablet-based POS software at 34 percent.
WHAT ARE THE BUSINESS DRIVERS IMPACTING
YOUR NEXT POS UPGRADES?
WHAT FEATURES & FUNCTIONALITIES
ARE DRIVING YOUR POS PURCHASES?
Integration with other systems
Online POS for ordering/payment
Loyalty tools
Delivery integrations/functionality
Mobile wallet
Inventory management
Tablet-based POS software
Software-as-a-Service (SaaS)
Enterprise wide/centralized POS
In-house or native delivery
Kiosks
Cloud-based POS
Curbside integrations/functionality
Chatbot
Social media integration
Artificial intelligence (voice control/recognition)
We introduced a brand-new question to this year’s POS Software Trends Report — with all that data that POS can now collect, how are restaurants making use of that critical information to give customers what they want and to enhance revenue? Resounding answers include 86 percent reporting that they’re leveraging data for loyalty programs and for upselling and discount offers. POS data is also being used to analyze staffing levels and performance (more relevant than ever in light of the current labor shortage) at 71 percent; menu optimization (64 percent); and to optimize inventory and reduce food waste (64 percent).
50%
35%
32%
21%
15%
54%
51%
49%
44%
37%
34%
31%
31%
26%
23%
37%
20%
14%
7%
5%
69%
58%
46%
39%
39%
36%
36%
33%
27%
27%
24%
36%
64%
Loyalty program
Upsell or discount offers
To determine staffing levels
Menu optimization
Optimize inventory/ reduce food waste
Digital engagement (via text, email, browser)
Personalized offers based on previous buying habits
Line busting at drive-thru
Card on file/streamlining payments
86%
86%
71%
64%
64%
50%
50%
29%
14%
POS software vendors share their 2021 accomplishments, detail their innovative features and preview what’s to come in 2022.
In 2021, Agilysys (agilysys.com) added new features to Agilysys InfoGenesis client, IG 12UX, to help onboard new staff quickly. Staff can use familiar features like gesture control and swipe and tap to ring up orders and process payments on a POS terminal. The solution also offers enhanced product search capabilities and the user interface can be tailored to specific business service needs. InfoGenesis eliminates hardware device constraints. IG 12UX can simultaneously run on Windows, Android or iOS devices supporting a variety of form factors from traditional countertop terminals. Innovative Features: Enhanced scalability and POS service customization. With its API-based architecture, InfoGenesis can be integrated with other Agilysys platforms. With Agilysys Pay, hoteliers get a PCI validated P2PE solution that supports all major gateway and payment processors for traditional credit and debit card-based payments. The product also supports non-traditional payment methods like QR code-based payments, Digital Wallets – Venmo, PayPal, WeChat, AliPay and others – along with select industry-specific wallets. Hoteliers can implement self-service kiosks with IG Buy. Agilysys Seat can be added to allow guests to make venue reservations and select their preferred seating. In 2022: Agilysys PanOptic kiosk, a new AI-powered self-checkout kiosk. As soon as the guest places items on the tray, the PanOptic AI service uses computer vision and AI to scan the items, recognize them, initiate a new shopping cart and automatically add the items to the cart.
CBS Northstar (cbsnorthstar.com) spent most of 2021 working on deeper integrations to new ordering platforms, third-party delivery systems, labor systems, and new payment methods. Launched its Windows platform and added continued enhancements to its native QR code payments, text-to-pay, web and mobile ordering. Innovative features: CBS Northstar’s APIs are open and available and integrate with every major payment provider. In 2022: Deeper integration of third-party products that can be leveraged along with the POS data to provide out-of-the-box solutions for business problems. CBS Northstar believes this work is critical to the industry for survival, and is deeply innovative in that the largest 3 or 4 POS providers either do not provide integrations out of the box (as it cannibalizes their own solutions) or provide these solutions as expensive consulting engagements.
Online Exclusive on hospitalitytech.com! POS Software Vendors Dish on Trends impacting the Future of POS Software. Scan the QR code.
HOW ARE YOU LEVERAGING DATA GATHERED VIA POS TO ENHANCE CUSTOMER EXPERIENCE AND DRIVE REVENUE?
Online Exclusive on hospitalitytech.com! POS Software Vendors Dish on Trends impacting the Future of POS Software. Scan the QR code.
GK Software (gk-software.com) introduced OmniPOS 5.19, part of the CLOUD4RETAIL platform, that provides an enterprise-class, unified platform for QSRs and full-service restaurants and retail segments. OmniPOS 5.19's flexible, open commerce platform powers touchless mobile payments to table-service support, as well as flexible, integrated payment processing. Introduced Omnibasket Developers Portal and Innovator Partners Program that enables third-party solution providers to integrate their applications through APIs – extending capabilities and giving users flexibility and their choice of solutions. Developers can also use JavaScript to plug-in web apps to the POS, assistants' mobile POS, or a kiosk. Most innovative features: QSRs benefit from full table-service functionality, integrations with kitchen production systems and enhanced APIs to enable third-party integrations and customization. In 2022: The desire for contactless and convenient solutions is the main driver for new features and innovations for POS systems within the hospitality industry. GK is further investing in pay at the table to support EMV, chip and PIN payments, as well as contactless payments through wallet functionality.
Infor (infor.com/industries/restaurants-food-services) completed innovative projects supporting omni-channel ordering, ghost kitchens and kitchen capacity management control. Most innovative feature: Fully native support throughout the omnichannel ecosystem, including Infor Kiosk, Infor OrderNow Mobile, and third-party ordering platforms that use the API to pull accurate menu data and submit accurate orders to Infor POS. In 2022: Infor will continue early explorations of adding AI into both the sales and analytics. This will be a multi-year effort, as technologies continue to mature and barriers to adoption drop.
Lightspeed (lightspeedhq.com) unveiled a new Lightspeed Restaurant POS in North America and Germany that combines the best features from its acquisitions of Upserve, iKentoo, Gastrofix and Kounta, including advanced analytics, loyalty and inventory management. Lightspeed launched integrated payments in EMEA for hospitality merchants and a UK integration with OpenTable. Launched Order Anywhere that provides contactless ordering and payments for dine-in, and commission-free ordering for take away, with the flexibility to either pre-pay online or pay at pick up and integrated accounting that streamlines back-office operations. Most innovative features: Analytics that inform operators of not only of their best selling items, but also of what dishes bring guests back. Merchants also receive a daily email, putting the need-to-know data from their analytics in their inbox every day. In 2022: More reports and real data.
Linga rOS (lingaros.com) launched an improved Kitchen Display System (KDS) with curbside delivery options, integrating the total order display system from front-of-house orders through to back-of-house order throttling. Launched its first Platform as a Service (PaaS) product: Allure, an Andriod-based platform. The company expanded into retail with its app. Most innovative features: Heated pick-up cabinets (PUCs) Integrated Marketing Module, allowing restaurant customers to proactively market to their patrons: menu additions, special offers, loyalty, etc. In 2022: Robotics and AI. We have designed these robots for food delivery in restaurants and plan to continue to enhance them to aid the kitchens of the future. AI technology solutions that bring machine learning into our marketing modules that learn customer behavior and are responsive to advertising and marketing campaigns.
NCR Corp. (ncr.com/restaurants) added contactless ordering and payment to NCR Aloha. Guests scan a QR code at the table to access the menu, place an order and pay – from their own device. Enhanced APIs for ordering, menu and loyalty that enable customers and partners to connect directly to the NCR Aloha platform. Most innovative features: All-in-one platform for point-of-sale, kitchen production, business intelligence, digital ordering and payments. In 2022: Additional tipping capabilities to support new labor models, enhanced APIs and a new Partner Marketplace that will enable customers to easily find certified partners.
Oracle Food and Beverage (oracle.com/food-beverage) enhanced its Transaction Services API to make integrating with Simphony faster and easier, released a new Business Intelligence API that feeds Simphony transaction data to any external system like marketing, personalization, and loyalty platforms as well as inventory, labor and ERP. Acquired GloriaFood. Enhanced kitchen automation system components: improvements to order routing and workstation optimization, and the addition of incoming order capacity scheduling. Added the ability to automatically receive kitchen preparation status updates through the transaction services API; external systems can receive notifications as items and orders complete their preparation. Released Simphony Essentials for the independent restaurateur, an intuitive, gesture-based POS. Most innovative features: Oracle GloriaFood is pure SaaS with an unlimited free-tier offer. Restaurateurs can quickly set up an online and mobile ordering website (typically less than an hour) and start taking orders. Payment Cloud Service with transparent pricing with no service fees or long-term contracts, allowing customers to pay-as-they-go. Oracle MICROS Simphony is used by clients in more than 180 countries; many clients run cross-border, multi-location operations from a single system. Supporting these customers with a single solution requires unparalleled regionalization capabilities: local tax, fiscal, payment, partner integrations, and language support – in addition to the standard restaurant transaction market. In 2022: Expanding direct integrations between GloriaFoods and delivery providers and extending use cases with broader Oracle solutions like ERP Financials Cloud, HCM Cloud, and the Advertising and CX Cloud. Expanded use of machine learning to cover all core functions of restaurant operations, from financial modeling for new business ventures to demand planning and supply chain management. Artificial Intelligence plans to enable restaurants to have intelligent and personalized guest interactions, and management of their labor force. Moving all Simphony customers to Oracle Cloud Infrastructure.
ParTech Inc. (partech.com) added new capabilities to Brink POS including drive-thru enhancements as well as enhancements focusing on enhancing the guest experience and engagement with improved gift card, loyalty and payment capabilities. Enterprise class capabilities were also introduced that focused on integration enhancements; enhanced roles, authorization and access; reporting and compliance. Most innovative features: Brink POS open integration ecosystem, omni-channel capabilities. In 2022: Streamlining the end-to-end order to fulfillment process workflow and management, regardless of the channel; continue to enhance integration capabilities and services.
POSist Technologies (posist.com) released POSist Online Ordering to empower restaurants with direct-to-consumer channels through the in-house websites and mobile apps for ordering food. Restaurants can use online ordering software by integrating with the Customer Relationship Management (CRM) tools and third-party apps such as loyalty programs, mobile wallets, and cloud telephony, among other services. Contactless dining solution that includes QR code ordering, a Wi-Fi-based ordering system hosted on the restaurant's network, and digital bill & payment receipts solutions to reduce physical contact in a restaurant. Most innovative features: Subscription-based software designed for non-technical users and business owners who need data-driven insights to boost profits. POSist is a completely hardware- and platform-agnostic software; POSist can work seamlessly on any device without any hardware dependency. POSist works offline in case of any internet outage. Offers over 150+ third-party integrations, logistics partners, loyalty partners and wallets globally.
Qu (qubeyond.com) provided more flexibility to operators about how they manage their menu, pricing and locations with grouping and versioning, and introduced new products that give them an end-to-end control of their processes from ordering, to preparation and to fulfillment. Most innovative features: In-store connectivity makes the system available offline. Synchronization between POSes so a cashier can switch from one terminal to another without losing orders. Drive-thru is always on top of orders placed by guest. Cloud connectivity enables all the POS to be up to date with the latest menu, price, employee and off-premise orders. In 2022: Adding intelligence to the platform to enable the operator to not only better monetize their guests, but also manage their menu and operations.
Revel Systems (revelsystems.com) introduced new technologies to mitigate the challenges with social distancing and hiring. A new feature allows guests to pay for their orders from their smartphones, either by scanning a QR code or by following a link sent through SMS from the POS. Introduced several new drive-thru configurations through a partnership with Delphi Display Systems. Added loyalty rewards integration within the POS. Most innovative features: A cloud-based, transactional platform that provides an open API to quickly integrate new core and partner technologies. Merchants can access their data from anywhere. Easy to scale high-volume sites and brands with a large number of storefronts. In 2022: Unveil next-generation reporting; order management to help restaurants manage multiple digital channels more efficiently; additional drive-thru capabilities to improve speed of service and support new formats and experiences; a low-cost loyalty offering for small chain restaurants; and enhanced APIs to meet the evolving needs of third-party add-on solutions currently on the market.
Shijii Group (www.shijigroup.com) developed MobilePay with Shiji Payment Solutions to allow hotels to fully integrate the paying of POS bills through mobile phone and QR code. Enhanced multi-language translations, Floor Plan creator to import/export floor plan tables and auto table arrangement, and menu management with an easier UI to update items. Additional integration updates were made to improve API Portal endpoints, Loyalty Integration, and Delivery System integrations. Upgraded Table Management System UX to increase support of web pre-ordering. Most innovative features: Infrasys Cloud POS has customizable, cost-effective and integrated features. Hotels can customize their systems by making updates and tweaks on what employees find most productive to maximize time with guests and minimize time on devices. Works on any hardware and operating system. Infrasys Cloud POS also allows for tableside ordering and integrations with various payment solutions, Split check feature and more. In 2022: deepening the API platform, improvements on cash drawer and labor management in POS, improving integration with other Shiji products such as MyCheck.
Silverware POS Inc. (silverwarepos.com) launched a digital ordering, digital payments and loyalty platform. These are B2B2C applications that allow restaurants and hotels to offer diners a platform to view their menu, place orders, and/or process payments all from the guest’s mobile device. Most innovative features: Silverware Clover Solution lets the staff manage the entire guest experience on a Clover device including full POS functionality, a printer and payments — all from one handheld device. Silverware also offers CRM and loyalty as part of its ecosystem; including points programs, e-gift cards and more. Integration with OpenTable that pushes guest details from into Silverware, providing restaurant staff with guest notes, tags, allergies, history and more. In 2022: Silverware is launching a full kiosk solution.
SpotOn (spoton.com/restaurants) enhanced online ordering with pacing and text messaging. With pacing, clients now have order-throttling capabilities and are able to control how many online orders can be accepted during a certain window of time. Text messaging enables two-way communication from the POS. SpotOn QR Code is now included with online ordering. Updates to SpotOn Reserve to further streamline front-of-house operations with a vaccination status form fill, allowing guests to affirm their parties during the reservation or waitlist process. Updates to SpotOn Reporting to allow clients to save their favorite reports and access them via mobile. For enterprise clients, SpotOn built Developer Center with new APIs for orders, transactions, accounts and items. New KDS product on Android. Expanding Table Service and Suites/ Pre Order portal offerings. Enhancing Discounts engine and continuing to enhance Mobile Ordering product to support contactless solutions. Most innovative features: Full and automatic Offline Mode. The platform can auto-sense network issues and failover without any user intervention — then return seamlessly. Fully integrated Location Aware QR code offers the unique location information with a scan. Location identifiers contained in the QR code can include a specific table in a restaurant, a parking space or a single seat in a stadium, whether the capacity is 1,000 or 40,000. Compliant cash discounting capabilities. In 2022: Spoton is continuing to expand geographically and continuing to build out our enterprise management capabilities. With Appetize becoming part of SpotOn, expect to see combined efforts in Invoicing, Reservations, Labor Management and much more.
Square (squareup.com) introduced Square Kitchen Display System (KDS) as a subscription. Introduced the ability for sellers to offer alcohol delivery through Square Online’s on-demand delivery features. Added partnerships to help bring advanced integrations to restaurants, including: Touchbistro, Bentobox, Bevspot, and Tablesready, among others. Plus the Square and TikTok integration, Square x TikTok, enables sellers to send fans directly from TikTok videos, ads, and shopping tabs on their profiles to products available in their existing Square Online store for a streamlined shopping experience. This integration follows another recently announced integration with Google Merchant Center that makes it easier for Square sellers to reach new customers through direct product listings on Google. Most innovative features: Square for Restaurants is an all-in-one restaurant POS system that’s cloud-based and easy to use. Square for Restaurants seamlessly integrates with Square Online so restaurants can set up and take orders via curbside pickup, in-house delivery, or courier powered delivery through the on-demand-delivery feature. Team Management lets staff clock in and out via the POS, track team hours, overtime, and lunch breaks, view sales by team members, and more.
In 2022: enhanced omnichannel capabilities.
Squirrel Systems (squirrelsystems.com) launched the Squirrel Cloud POS for Restaurants. Built on Microsoft’s Azure platform, Squirrel Cloud POS allows independent restaurants to quickly enable tableside ordering, online ordering, contactless payment on mobile phones, third-party delivery, and centralized menu management. With browser-based access, operators can manage menus, pricing and reporting. Enhanced the capabilities of Squirrel 11 through deep integrations to enable a complete digital guest experience – loyalty and engagement, online ordering, self-service via QR codes or kiosks, custom app integration, and omnichannel order management. These capabilities stand alongside the enterprise support provided through integrations to property management systems, labor and inventory management, kitchen automation, and other fundamentals required for large-scale hospitality operations. Most innovative features: A flexible platform that enables customers to choose among the best of breed solutions for their needs. In 2022: Squirrel will continue innovations in the areas that provide the most value and flexibility to our customers – platforms, integrations, support and services, and functionality.
Toast (toasttab.com) updated Order & Pay at the Table, which enables guests to browse the menu, order continuously on one tab, and close their check all from their phone. New features include pre-authorization, which enables a guest to start a tab, pre-authorize a credit card from their own device, and begin ordering their meal. Toast partnered with the Small Business Association to help provide customers with access to funds made available through the $28.6 billion Restaurant Revitalization Fund. Most innovative features: Toast’s restaurant-specific platform is fully integrated across point of sale, operations, digital ordering and delivery, marketing and loyalty, team management, financial technology solutions, and platform services to provide restaurant operators everything they need to run their businesses successfully. In 2022: We will continue to listen to our customers and the restaurant industry to understand what changes need to be made to help streamline restaurant operations.
Touch Bistro (touchbistro.com) added capabilities that help operators increase efficiency. Prioritized cloud-centric functionality to help streamline the day-to-day management of a venue. These enhancements included a centralized floor plan, menu management and access to reporting anywhere, anytime. Most innovative features: Proprietary and integrated reservation and guest engagement platforms that include loyalty with awards redeemed either online or in-venue, marketing tools and a custom web app. Integrated payment offering supports easy on-boarding for a unified online and in-venue payment account. In 2022: Deeper integration and bundling of guest engagement platform to help customers attract and engage more of their customers. Restaurants can expect enhanced marketing tools and customer insight reporting. Evolving to serve new operating models, including enhancements to features that support growth in online ordering, delivery, and in-venue contactless dining. Additional focus on cloud centricity: we will further expand menu, floor plan and reporting features in the cloud. Enhancements to the current Marketplace where users can add additional TouchBistro products and integrations to their ecosystem.
Product Showcase:
An All-in-One Mobile POS Solution
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Case Study:
Foodtastic Adds Efficiency
& Speed With a New POS
Executive Insight Q&A: POS Mobility Enhances the Guest Experience
Clover (clover.com) introduced new touchless payment capabilities and accepts payment via PayPal and Venmo through QR codes presented at the POS. Launched Clover Station Solo, a solution designed to help full-service restaurants run front- and back-of-house operations through a single merchant-facing device. It streamlines FOH tasks, manages payments, and addresses common pain points such as taking in-person and online orders, scheduling employees, managing inventory, and tracking sales and expenses. Parent company Fiserv announced a direct integration of the Clover and Grubhub platforms to help restaurants more efficiently manage menus and fulfill online orders. Most innovative features: The Clover app store offers 500+ apps for businesses. In 2022: Introducing Clover Delivery, which will provide restaurants an additional economical alternative to existing delivery options, and Clover Connect, which will allow Independent Software Vendors (ISVs) to integrate their software directly into the Clover platform.
Givex (givex.com) focused on improvements to online ordering and contactless options. Enhanced the combo feature to make it easier for staff members to process orders, with the system automatically creating combos or guiding with step-by-step prompts. Orders placed for pickup, delivery or dine-in from a device are automatically routed to the POS, the correct production and the customer’s receipt is printed in less than 15 seconds. This helps trigger production and close paid orders. For clients with in-house delivery, Givex Fleet Delivery module assigns deliveries directly to drivers. Most innovative features: Provides actionable insights to reduce waste and find efficiencies. Order time analytics allow clients to see stores where they are underperforming and where staff needs more training. Recipe cost analysis tool shows the total cost of ingredients to make meals and granular per-ingredient breakdowns. A mobile app that is fully integrated with the POS system, direct integrations with third-party delivery platforms. In 2022: Adding more features and key functions.
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Infographic:
Less Contact, More Revenue
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