Last week we looked at how digital menu optimisations can lead to higher average basket size, with Ordoo customers’ average order value increasing at lunch and coffee venues by 9% and 17% respectively over time. I wanted to expand on this and share the details of our operational benefit…

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Within the F&B industry efficient operations are the key to fewer mistakes, cost savings, higher customer turnover and an overall better customer experience. Ordoo is proving that mobile ordering is helping to streamline operations and deliver a high level of customer service.

We recently analysed operations at Ordoo partner, The Whole Bagel, in Bath. It is a classic example of a QSR with a limited product offering, using a standardised process with a high degree of repeatability.

Venue Benefit:

The below process flow diagram depicts how staff have fewer inputs for mobile orders and spend on average less time per order than in-venue orders. This additional time can be spend on serving other customers in the physical queue, or building a more meaningful relationship with mobile ordering customers.

Research from Columbia Business School shows that having a queue of more than 5 people can lead to a 10% drop in sales revenue, as potential customers see the long queue and walk by. Migrating customers to a virtual queue relieves in-store bottlenecks.

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Customer Benefit:

At The Whole Bagel’s peak times (weekdays 12-2pm) a regular order involves on average a 3 mins 35 secs queue, an ordering time of 37 secs, time to payof 35 secs and wait for food of 5 mins 13 secs. This is a total throughput time of 9 minutes 20 seconds. A long time if you only have a 30 minute lunch break!

Compare this to mobile orders: no queueorder time of 46 seconds (could be as little as 10 seconds if using in-app re-order function), no time to pay as card details are saved in the app, and 5-minute wait for food. A total of 5 minutes 56 throughput, but the 5-minute wait is not idle time as the customer is in a virtual queue, which can be spent in other more productive ways.

Overall Benefit:

This vast time saving is one of the reasons mobile ordering is fast becoming an industry standard, as customers are coming to expect fast, convenient and dependable experiences. Research from Barclays reveals a quick and easy service is the highest priority when dining out, and 59% of people are losing patience over the time it takes to order when eating out.

If you want to know more about how Ordoo is streamlining staff ordering processes through our digital ticketing system, reducing in-store bottlenecksthrough our order tracking and notification system and guaranteeing the best customer experience then email: tom@ordoo.co.uk

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The Caterer – Describes why hospitality businesses are turning to apps to secure customer loyalty and drive growth. Ordoo is mentioned as one of the four operator-led apps that is leading the way in bringing about this change through our customer engagement platform.

Ordoo – How to convert social media followers into customers in 5 steps. Our top tips include: relating to and understanding your audience, being creative in your content and giving away perks to make them feel involved with your brand.

 

If you want to see how Ordoo can optimise your operations book a demo today:

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FREE DOWNLOAD:

MOBILE ORDERING REPORT

Read and consider the benefits of mobile ordering to customers and venues alike. We've distilled our insights from years of experience in the industry. Mobile ordering is here - be prepared! 

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