Reinventing QSR One Small Improvement at a Time
The quick-service restaurant (QSR) industry faces a number of critical headwinds as it looks to modernize and meet evolving consumer demand. Thin margins remain a stubborn challenge, putting consistent pressure on operators to find new ways to sharpen efficiency and boost productivity.
Making matters more challenging still are today’s rising operational expenses, including growing staff costs as wages rise. QSRs are also CapEx-heavy businesses that must demonstrate a return on investment.
Incorrect orders continue to impact revenue with restaurants wasting, on average, five to six orders a day.1 Multiplying those six lost orders by an average order amount of USD 8.00 results in a net daily dollar loss reaching USD 48—or USD 17,520 a year. When you multiply that loss by several restaurant locations, these figures quickly grow into a substantial cost center for the business.
New digital tools and partners can help QSRs overcome these challenges, empowering them to revolutionize the customer experience and improve profitability.
Converting Small Changes Into Big Benefits
The key features of Fingermark Data-driven Kiosks empower QSRs to nimbly adapt to changing models and market demands. Speed has been an industry watchword for years, and now Fingermark, powered by Intel® technology, offers an ultra-friendly, intelligent solution that ensures autonomous, fast ordering. Integration with an AI platform can adjust the user interface functionality based on the environment, real-time insights, and predictive analytics to further accelerate the speed of service.
Shorter lines and wait times mean fewer lost customers, and those customers, empowered to enter their order themselves, often order 20 to 30 percent more, 2 boosting the average ticket from USD 8.00 to USD 9.80.
Fingermark Data-driven Kiosks also expedite and simplify deployment by integrating into all major payment systems as well as all point-of-sale providers, saving time and headaches as they ramp up. Plus, they offer full remote monitoring and diagnosis capabilities, which can save untold dollars and work hours by minimizing truck rolls and optimizing uptime.
The kiosks are built with an intelligent edge computing approach, which captures real-time information, even in locations that are offline or suffer from intermittent internet connectivity. Critical data can be analyzed at the edge, close to where the data is actually captured. In the near future, this system will also be able to push the data to the cloud for further analysis, aggregation, and presentation—enabling QSRs to perform deeper trend analyses and data-driven predictions over longer time periods.
Fingermark Data-driven Kiosks are also designed to address CapEx challenges by integrating fully with legacy systems through APIs and feeds. They can replace or augment existing systems to provide a higher degree of accuracy and real-time predictive analysis. In this way, QSRs can continue to use their old systems and ultimately phase them out when they’re ready— saving the cost, disruption, and potential downtime that can result with a rip-and-replace strategy.
Additional future capabilities for Fingermark Data-driven Kiosks include the ability to use artificial intelligence (AI) to identify customers and gain invaluable trend and behavioral insights that drive better decision-making. QSRs will be able to use this information to grow customer brand preference through targeted loyalty programs, biometric payment, and highly personalized experiences that align with the individual customer.
Together, these capabilities help QSRs offer a superior customer experience that drives:
- Increased revenue through higher ticket values and sales volume
- Reduced staff head-count and associated costs
- Redeployment of staff to more high-value tasks
- Improved order accuracy by putting control in guests’ hands
To overcome the rush-time challenge faced in our restaurants every day, we needed a technology that would ultimately make things easier for our customers and team members.”
Fingermark Data-Driven Kiosks Take KFC’s Customer Service to the Edge
When KFC Australia and New Zealand sought to build better customer experiences, they worked with Fingermark to deploy a solution using Fingermark Data-driven Kiosks.
“To overcome the rush-time challenge faced in our restaurants every day, we needed a technology that would ultimately make things easier for our customers and team members,” said Jeff Monico, CIO at KFC South Pacific, a YUM! Brands subsidiary. “This could mean reducing the time to queue, making the ordering process simpler to understand and execute, or even making the whole experience more engaging for the customer.”
With regard to the collaboration with Fingermark, Monico added, “We decided to work with Fingermark because they act as our partner. They truly understand our business, care about driving both our businesses forward in a win-win manner, and bring innovative, but executable, solutions to the table.”
Powered by Intel® technology, next-generation Fingermark Data-driven Kiosks enable KFC to enhance the customer experience by serving more people faster and more accurately.
“Things like digital menu boards, ordering apps, and kiosks help ensure our brand continues to remain contemporary to our customers,” said Monico. “They provide a more engaging experience and give us flexibility and agility compared to non-digital executions of things like signage.”
Intel Helps Power Improved Customer Experience
Fingermark turned to Intel to help make Fingermark Data-driven Kiosks a working reality. Intel provided highly reliable, well-supported hardware and processors that are ideally suited to the kiosk applications. It was a natural fit for Fingermark, which had been using low-voltage Intel® processors to power its digital signage and displays with great efficiency.
“It’s important we find technology that is reliable and deployable at scale and provides future flexibility as business needs and opportunities change so we can react quickly. It has to be reliable, scalable, easy to use and support, and economically viable—and truly make our customers’ or team members’ lives easier.
“As an innovation partner of KFC, we focus on solutions that suit the particular needs of their business and support their digital transformation. For us, this means developing world-leading digital solutions backed by world-class deployment capability and day-to-day business-level support that KFC can rely on,” said Luke Irving, Founder and CEO of Fingermark.
“We found many businesses know they need to adopt technology, and where we’re different is how we approach the application of a technology solution to their business and how we become an extension of their business as the technology is rolled out, adopted by staff and customers. We continue to be involved as the business grows and expands and technology evolves.”
By using Intel®-powered computers in its kiosks, Fingermark was able to achieve better performance and functionality. It also enabled the company to deliver a platform that will support new innovations and capabilities over time to match evolving customer needs.
The results speak for themselves. QSRs have found that self-serve guests tend to try new items and/or upsize their order with the more leisurely ordering experience. This has also greatly improved order accuracy, saving time, waste, and cost.
In addition, staff utilization has improved, with workers now freed to focus on other jobs such as improving the customer experience and helping in the kitchen to further expedite service delivery for customers.
Fingermark is hearing from some customers that they are experiencing upwards of 30 percent average increases in orders per day, as well as average check increases of USD 6.73, and jumps in revenue per day of USD 1,345 to 2,000.1
Cooking Up an Improved Customer Experience
Fingermark and Intel are helping QSRs change how they operate and how they engage their customers. By incorporating new and emerging technologies spanning IoT and AI, the two companies are helping modernize today’s quick-service restaurants.
QSRs are now better able to optimize staff, bolster margins, and deliver the accuracy, personalization, and speed of service that are transforming the customer experience one step at a time.