From contactless payments to data-driven loyalty programs, restaurants are leveraging technology to redefine the guest experience and meet demands for smoother interactions and personalized service. But modern technology isn't just changing the way diners interact with restaurants. Behind the scenes, we help operators automate tasks, increase efficiency, and reduce costs.
According to 2024 data from the National Restaurant Association, 76% of business owners believe technology can help attract younger consumers, increase kitchen productivity, and speed up ordering and payment.
While the benefits are clear, many feel that uptake is slow. Less than half of the carriers surveyed by the NRA invested in technology to improve the customer experience in 2023. Looking to the future, 60% said they plan to make an investment in 2024.
However, that doesn't mean you need to implement every trendy solution. Instead, the key is to strike a balance between a technology stack that improves your restaurant's guest experience and streamlining back-office operations that can hurt your bottom line. Here's how to get started:
Central integration platform
If you want to add new experience-enhancing tools to the mix, it's essential to base your technology stack on a unified platform that streamlines repetitive tasks and provides simple, fast, and accurate insight into ongoing performance. is important.
A centralized platform that is tightly integrated with the POS is a strategic asset, turning back-office professionals into valuable business and operational advisors.
But the ultimate benefit lies in robust and automated reporting. This is critical to the ability to effectively implement, evaluate, and decide on continued use of new customer-facing technologies. By aggregating data from various sources in real-time, centralized systems can generate comprehensive reports that provide actionable insights into performance metrics, profitability analysis, and operational efficiency. For restaurants, this means giving you and your leaders the information you need to meet and exceed guest expectations in an ever-changing environment.
Choose your technology and test it
Having real-time data at your fingertips makes it easier to decide what additional technology is worth investing in, whether it's a food delivery solution or a new loyalty program.
According to the NRA, nearly half of adults believe technology can positively impact diet and are eager for more technology-enabled solutions, including:
- Delivery technology: More than half of consumers consider food delivery a daily necessity, and approximately 40% want new and expanded technology options to speed up and simplify the ordering and delivery process.
- Loyalty benefits: Consumers prioritize value, which is why more than half of adults participate in restaurant loyalty programs. Many people look for daily specials and discounts before deciding where to eat out. Some people are more likely to eat at a less busy time or on a day of the week if there's a bonus.
- Tablet menus, mobile ordering, and digital payments: More than one-third of diners will choose a restaurant that incorporates technology at the table, including solutions to start and finish their meal faster, including ordering and paying.
It also helps you learn what your guests and employees want through direct research and gathering insights from your peers. For example, Deloitte data shows that more customers are receptive to restaurants using voice ordering systems and kitchen automation as long as they provide a high-quality dining experience.
When evaluating, it is important to define what success looks like for each new tool. Metrics may include improvements in customer reviews, Net Promoter Score (NPS), sales volume, and even the potential to develop new markets. If possible, visiting other restaurants that have implemented this technology to experience the technology first-hand can also provide a practical perspective.
Additionally, consider the impact the technology implementation will have on your team. Does the new tool require additional training or resources to be effectively implemented? Assessing its ease of use and compatibility with existing systems will help minimize disruption and ensure a smooth transition. Helpful. Technology that streamlines workflows, reduces manual labor, and enhances staff communication also contributes to higher employee satisfaction and lower turnover rates.
Build a long-term strategy around winners
Once initial data shows which technologies are performing well, solidify their role in your long-term strategy. Restaurants spend up to 10% of their total sales on IT, so expectations need to be clear. New tools must not only meet current needs, but also adapt to future demands, contribute meaningfully to business growth, and increase value over the long term.
For example, how do you expect them to evolve in response to changing market dynamics and business needs? Will these anticipated changes be improvements that will bring meaningful value to your business, or will they result in significant benefits? Does it simply introduce complexity instead?
To determine success, it is important to continuously measure performance against predefined metrics. Regular monitoring allows you to identify areas for improvement, optimize processes, and make necessary adjustments to ensure your technology continues to be beneficial to both your customers and your team.
Transform your restaurant
Introducing new technology without a comprehensive understanding of its impact on your business is like navigating menus in the dark. By supporting your business with a platform that not only integrates with new technology, but also helps you decipher its value, restaurants can not only keep up with the industry, but also set the pace, stay competitive and relevant. while providing a truly memorable dining experience. .
