The Interactive Guide to
SOCIAL PLATFORM
PHONE/CALL CENTER
APPS
The Interactive Guide to the
DEFINITION:
PROS
CONS
BEST PRACTICES:
DISCOVERY & DECISION
DISCOVERY & DECISION TECHNOLOGIES:
PRODUCTION
FULFILLMENT
Customer engages a self-ordering technology due to: (1) a marketing message , or (2) self-driven decision. At the very least, the self-ordering platform presents menu items and fulfillment options. A call-in order is a viable option and would be considered "assisted-ordering," whether the order taker is a human or a voicebot.
• Capture customer identity/information
• Capture marketing attribution
• Enable automated personalization
• Virality via social platform ordering
• Auto-login, frictionless self-ID
• Stored credit card
• Suggestive selling
• Food imagery
Web
/
/
WEB ORDERING
3rd Party Aggregator
ORDER MANAGEMENT SYSTEM
ORDER ACCURACY SYSTEM
KITCHEN DISPLAY SYSTEM
LABELING SYSTEM
GUEST/DRIVER
CHECK-IN SYSTEMS
3RD PARTY TABLET
FOOD LOCKERS/CUBBIES
DIGITAL SIGNAGE
DRONES
DRIVER TRACKING APPLICATIONS
3RD PARTY DELIVERY INTEGRATION
DRIVER DISPATCH APPLICATION
CONVEYOR / DUMBWAITER SYSTEMS
AUTONOMOUS DELIVERY ROBOT
• Geo-location identifies nearest store
• Loyalty accrual/redemption
• Favorite/recent orders
• Stored gift/value
• Multilingual
• App supports tracking
• App supports dietary & other prefs
• Group ordering w/ item/entrée labeling
• Apple Pay, Google Pay, Samsung
• PayGifting
• No/low startup costs
• Rapid market expansion/visibility
• Reduced labor costs
• Increased order accuracy
• Increased ticket average
• Meet customer e-commerce expectations
• Multilingual
• Upfront and ongoing tech costs
• Revenue share
• Maintaining brand tone & manner
• Increased impact on operations
• Possible disparate menu management
Mobile Web
App
Third-Party/Aggregator
Social Platform
Phone/
Call Center
GOOD
BETTER
BEST
BRAND
3rd PARTY
BRAND &
3rd PARTY
BRAND
3rd PARTY
BRAND &
3rd PARTY
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DISCOVERY & Decision
PRODUCTION
FULFILLMENT
TECHNOLOGY SOLUTIONS FOR THIS STEP
WEB ORDERING
MOBILE ORDERING
CALL CENTER
APP
SOCIAL PLATFORM
3RD PARTY
AGGREGATOR
Off-Prem Customer Journey
The Off-Prem Customer Journey
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Production
Discovery & Decision
FULFILLMENT
Fulfillment
PRODUCTION
Discovery & Decision
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TECHNOLOGY SOLUTIONS FOR THIS STEP
Kitchen Display System
Order Management System
Order Accuracy System
Labeling System
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TECHNOLOGY SOLUTIONS FOR THIS STEP
Driver dispatch application
Driver tracking application
Third-party delivery integration
Third-party tablet
Drone
Autonomous Delivery Robot
DEFINITION:
PRODUCTION TECHNOLOGIES:
/
/
DISCOVERY & DECISION
FULFILLMENT
PROS
CONS
GOOD
BEST PRACTICES:
BETTER
BEST
The Restaurant prepares off-prem orders, to be packaged in containers for transport.
The restaurant may or may not have dedicated kitchen stations (and/or entire kitchen) to produce the order.
Kitchen Display Systems
Order Management Systems
Order Accuracy Systems
Labeling Systems
Improved off-prem food quality
• Maintain brand/quality
• Actionable data to optimize off-prem menu
• Actionable data to optimize production
• Compliance with paper/utensil/packet laws
Upfront and ongoing tech costs
• Increased packaging costs
• Increased menu engineering costs
• KDS is configured to separate
order channels
• Packaging is branded
• Packaging is optimized for
food quality
• An OMS is utilized to manage
order channels
• Item/entrée labeling/data is available
• Packaging is tamper-resistant
• Packaging contains first-party
"call to action"
• OMS provides feedback to
ordering apps
• Item/entrée labeling is automated
• Order accuracy systems are
utilized
• KDS provides updates to
guests/drivers
PRODUCTION
DEFINITION:
/
/
PRODUCTION
DISCOVERY & DECISION
PROS
CONS
GOOD
BEST PRACTICES:
BETTER
BEST
Guest or driver arrives at the restaurant to pickup the food/meal and a promise time has been provided.
The restaurant may or may not have a dedicated area or traffic flow to accommodate off-prem meal pick-ups.
• Improved customer experience
• Improved "on-lot" experience
• Reduced labor costs
• Increased order frequency
• Improved food/meal quality
• Improved customer experience
• Improved driver efficiency
• Upfront and on-going tech costs
• Permiting and physical renovations
• Reduction in on-prem customer parking
• Increased brand and customer separation
• Physical signage to facilitate pick-up
• Trays/boxes for multiple
drinks/containers
• Labeling contains name, phone #
and address
• Ordering app has "check-in"
• Dedicated area and process for
pick-up
• Driver app has embedded directions
• Digital signage or "Order Ready"
board
• Geofencing captures guest/driver
arrival
• OMS communicates to driver
tracking app
• Driver dispatch optimizes
delivery route
• Driver tracking updates guest of
meal arrival
FULFILLMENT
KITCHEN
ORDER
APPLICATION
DELIVERY
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PICKUP &
DELIVERY
TECHNOLOGY SOLUTIONS FOR THIS STEP
Digital Signage
Guest/Driver Checkin
Food Lockers/Cubbies
Conveyor/
Dumbwaiters
ORDER
APPLICATION
TECHNOLOGY SOLUTIONS FOR THIS STEP
WEB ORDERING
MOBILE ORDERING
CALL CENTER
APP
SOCIAL PLATFORM
3RD PARTY
AGGREGATOR
Learn more
ORDER
APPLICATION
TECHNOLOGY SOLUTIONS FOR THIS STEP
WEB ORDERING
MOBILE ORDERING
CALL CENTER
APP
SOCIAL PLATFORM
3RD PARTY
AGGREGATOR
Learn more
KITCHEN
TECHNOLOGY SOLUTIONS FOR THIS STEP
Kitchen Display System
Order Management System
Order Accuracy System
Labeling System
KITCHEN
TECHNOLOGY SOLUTIONS FOR THIS STEP
Kitchen Display System
Order Management System
Order Accuracy System
Labeling System
Learn more
PICKUP &
DELIVERY
TECHNOLOGY SOLUTIONS FOR THIS STEP
Digital Signage
Guest/Driver Checkin
Food Lockers/Cubbies
Conveyor/
Dumbwaiters
Learn more
DELIVERY
TECHNOLOGY SOLUTIONS FOR THIS STEP
Driver dispatch application
Driver tracking application
Third-party delivery integration
Third-party tablet
Drone
Autonomous Delivery Robot
PICKUP &
DELIVERY
TECHNOLOGY SOLUTIONS FOR THIS STEP
Digital Signage
Guest/Driver Checkin
Food Lockers/Cubbies
Conveyor/
Dumbwaiters
DELIVERY
TECHNOLOGY SOLUTIONS FOR THIS STEP
Driver dispatch application
Driver tracking application
Third-party delivery integration
Third-party tablet
Drone
Autonomous Delivery Robot
Learn more
Learn more
Learn more
MEET THE KEY CONTRIBUTORS:
MEET THE KEY CONTRIBUTORS:
KEY CONTRIBUTORS
Tom Seeker
Robert Peterson
Cervantes Lee
Jay Ruparel
Chief Information Officer
Area VP, New Bus.
North America
Teaching Faculty
Co-Founder & CEO
Tom Seeker
Robert Peterson
Cervantes Lee
Jay Ruparel
Chief Information Officer
Area Vice President,
New Business
North America
Teaching Faculty
Co-Founder & CEO
KEY CONTRIBUTORS
Tom Seeker
Robert Peterson
Cervantes Lee
Jay Ruparel
Chief Information Officer
Area Vice President,
New Business
North America
Teaching Faculty
Co-Founder & CEO
KEY CONTRIBUTORS
The Interactive Guide to the
The Interactive Guide to
The Off-Prem
Customer Journey
Marina O'Rourke
Fractional CIO
Marina O'Rourke
Fractional CIO