The Restaurant Community » Forums » Restaurant Business

[Smarter Takeout]

Hi,

Online ordering is a hot topic for restaurant-owners these days. Still however, many of them don’t have a good understanding of what this technology actually gives to customers, staff and owners. Probably, these are the questions that restaurant owners ask to themselves before implementing any cutting-edge technology into their business: What will it give to my customers? How will it help my employees? Finally, what ROI should I expect from this? So here I’ll try to give the answers and share some of my knowledge ( I have some experinece with online ordering as my company developed a takeout online ordering solution for restaurants).

As Internet has become an omnipresent factor in our lives, Americans use it at a large scale for their personal and professional tasks. So it’s not surprising that customers expect their favorite restaurants to provide them with fast, convenient and high-quality services affordable through Internet. In harsh economic climate many restaurants, both local restaurants and their chain competitors, start understanding the great opportunities of integration of Internet technologies into their business to improve relationships with customers.

Sure, when going to your favorite restaurant you pay both for food and experience you get. But the tendency is that more and more consumers today prefer to enjoy stay-at-home meals. Restaurant business-analysts find it unsurprising that more people are opting for takeout meals over eating at restaurants as economic conditions tighten. Then, since people are getting busier these days, they are turning more and more towards online takeout ordering.

Now let’s specify what restaurants’ customers actually get with up-to-date online ordering technologies:

- Customers can make an order directly from home or office

- They can easily find and select restaurant locations and choose the preferred time to pick-up their takeout order

- No waiting on hold, no standing in lines, no order mistakes as customers control the process

- Order history allows customers to select from past orders stored in the system

- Customers can easily customize their orders

- Integration with Google Maps allows them to have driving directions that customer get with order receipt

- No need to go into the restaurant with curbside takeout convenience

- Easy and fast promotions, including specials, coupons and discounts, information about locations, hours of operation, menus, nutritional info…etc.

Now let’s outline how online ordering helps your employees. Basically, it’s not difficult to define.

- Employees no longer have to spend time on the phone, thus they can devote more time to personal service to dine-in customers

- With up-to-date online ordering solutions many tasks performed by staff are automated. This results in reduced human errors and minimizes the time spent on corrections.

- Since customers control the payment process and this process is made automatically through POS system (in case when online ordering software is integrated into your POS, which is actually a common thing these days), there’s less human error in all phases of ordering and payment processes

Now there I would like to give some statistics supported by National Restaurant Association Survey. I hope it will be interesting:

-60% of adults between the ages 18 – 34 claim to be more interested in home delivery than dining in the restaurant

- Half of the consumers said they would take advantage of a delivery service from their preferred restaurants if it were available

- 35% of people said they have or would order online from their favorite restaurant if they offered the service

- Nearly 20% of customers have already placed online orders and made online reservation

- Nearly 70% of operators regard online ordering as an up-and-coming order innovation

- Nearly 40% of customers say that they would like to receive an e-mail daily from their favorite local restaurant to know what the specials are for that day

- Nearly 20% of quick-service restaurants provide their clients with an online ordering option

- Most popular restaurant chains get about 25% of their orders through online and mobile ordering

Now, let’s turn to ROI. ROI is the bottom-line, sure. Innovations in business demand wise investments. With that said, I would like to submit a link here that may be helpful for you. It will help you see approximate figures of the profit increase you can obtain with takeout online ordering integration.


I really hope this information is helpful!

[mattm]

I have recently read several articles from the NRA about customer trends that tie into this discussion.

1) Customers are trying to save money wherever possible. One way they are doing this is by ordering take-out. They don't feel the need to pay a tip when they order take-out so they save 15% - 20%.

2) Customers have become accustom to being asked if they want regular E-mail from restaurants. Once again, customers like signing up for these E-mails if they can get discounts. Restaurants need to find easy ways to expand their E-mail lists and on-line ordering is a great place to put an E-mail sign-up.

[Robiccon]

Online ordering may be benificial to your store but is it worth the cost of the program, granted any establishment with delivery service could see a potential new way to market their product but if you hire a 3rd party to do so how do you kno if htey a. took the order, b. delivered the food, c. is your customer happy.

I do love the fact of loyalty programs tho, and gift cards, give a customer an incentive for their email address and you have free marketing for life*
Robiccon Point of Sale (POS)

[Dmagnet]

Has anyone here had any experience with Mobile Advertising? According to industry experts the trends are migrating towards mobile.

[MattFoleyFan]

Originally Posted by Smarter Takeout

Hi,

Online ordering is a hot topic for restaurant-owners these days. Still however, many of them don’t have a good understanding of what this technology actually gives to customers, staff and owners. Probably, these are the questions that restaurant owners ask to themselves before implementing any cutting-edge technology into their business: What will it give to my customers? How will it help my employees? Finally, what ROI should I expect from this? So here I’ll try to give the answers and share some of my knowledge ( I have some experinece with online ordering as my company developed a takeout online ordering solution for restaurants).

As Internet has become an omnipresent factor in our lives, Americans use it at a large scale for their personal and professional tasks. So it’s not surprising that customers expect their favorite restaurants to provide them with fast, convenient and high-quality services affordable through Internet. In harsh economic climate many restaurants, both local restaurants and their chain competitors, start understanding the great opportunities of integration of Internet technologies into their business to improve relationships with customers.

Sure, when going to your favorite restaurant you pay both for food and experience you get. But the tendency is that more and more consumers today prefer to enjoy stay-at-home meals. Restaurant business-analysts find it unsurprising that more people are opting for takeout meals over eating at restaurants as economic conditions tighten. Then, since people are getting busier these days, they are turning more and more towards online takeout ordering.

Now let’s specify what restaurants’ customers actually get with up-to-date online ordering technologies:

- Customers can make an order directly from home or office

- They can easily find and select restaurant locations and choose the preferred time to pick-up their takeout order

- No waiting on hold, no standing in lines, no order mistakes as customers control the process

- Order history allows customers to select from past orders stored in the system

- Customers can easily customize their orders

- Integration with Google Maps allows them to have driving directions that customer get with order receipt

- No need to go into the restaurant with curbside takeout convenience

- Easy and fast promotions, including specials, coupons and discounts, information about locations, hours of operation, menus, nutritional info…etc.

Now let’s outline how online ordering helps your employees. Basically, it’s not difficult to define.

- Employees no longer have to spend time on the phone, thus they can devote more time to personal service to dine-in customers

- With up-to-date online ordering solutions many tasks performed by staff are automated. This results in reduced human errors and minimizes the time spent on corrections.

- Since customers control the payment process and this process is made automatically through POS system (in case when online ordering software is integrated into your POS, which is actually a common thing these days), there’s less human error in all phases of ordering and payment processes

Now there I would like to give some statistics supported by National Restaurant Association Survey. I hope it will be interesting:

-60% of adults between the ages 18 – 34 claim to be more interested in home delivery than dining in the restaurant

- Half of the consumers said they would take advantage of a delivery service from their preferred restaurants if it were available

- 35% of people said they have or would order online from their favorite restaurant if they offered the service

- Nearly 20% of customers have already placed online orders and made online reservation

- Nearly 70% of operators regard online ordering as an up-and-coming order innovation

- Nearly 40% of customers say that they would like to receive an e-mail daily from their favorite local restaurant to know what the specials are for that day

- Nearly 20% of quick-service restaurants provide their clients with an online ordering option

- Most popular restaurant chains get about 25% of their orders through online and mobile ordering

Now, let’s turn to ROI. ROI is the bottom-line, sure. Innovations in business demand wise investments. With that said, I would like to submit a link here that may be helpful for you. It will help you see approximate figures of the profit increase you can obtain with takeout online ordering integration.


I really hope this information is helpful!

I would like to know if I could get your permission to post this on my site www.localsavingsondemand.com I will give full credit to you and be happy to provide a link to your website if you have one. Also if you have any ideas of other blogs to post to that would great great. Thanks for your article!

Take care,
P. Williams

[S.E. Seoh]

Originally Posted by Dmagnet

Has anyone here had any experience with Mobile Advertising? According to industry experts the trends are migrating towards mobile.

Hey, I'm new here but I can answer this question for you. Mobile advertising is not your best bet. Usually, people only use mobile internet for organic results. Sponsored ads via mobile barely get any action at all. The media is hyping it up just because its a new medium to advertise through. Think about it, as a mobile user, would you pay any attention to sponsored ads on your cell phone? Wouldn't you be annoyed with all the irrelevant results when using your mobile internet? I know I would.

Now my response to the topic! ~ >.< ~
Online ordering is probably the best idea of our life time! I couldnt agree with you more on some of your points. Makes sales so much easier rather than scheduling appointments with other business owners who will take several months at a time to commit to a sales contract. I am a part owner of a wholesale restaurant supply business and we just launched our website. (

<a href="http://www.roundeyesupply.com/">restaurant supply</a>

) Its picking up slowly, but I know we'll be on top one day. Its all about prices and SEO. As long as your product offering is competitively priced and your above the fold for many keywords...you cant lose!

Another reason why I love online ordering is because it gives a fighting chance to all the mom and pop stores/restaurants! Many people rely on big brand names and high end shops. But the truth is, some of your local stores and restaurants have the best deals/service/foods.

Thats just my take on it.