Asian Grill, known for its authentic regional cuisines, has recently implemented XPR’s self ordering kiosks and mobile application to help automate the ordering process. Along with the new equipment throughout the kitchen to help relay orders to the staff, these changes have helped to improve operational efficiency, check averages, and the overall customer experience.
XPR’s kiosks have a simple, yet appealing interface to increase guest satisfaction. Upon entering the restaurant, customers can easily skip the line and use either of the 2 large self ordering solutions. There the customer can build and submit their orders. If they are paying with credit card the customer can pay using the readers attached to the kiosk. If they wish to pay by cash a receipt is printed with a barcode that can then be taken to the cashier station to complete payment. Customers can also place order at the register if they wish to do so. There are 2 large menu boards above the register with high resolution images to help sell the menu items.
Asian Grill is also using a XPR’s mobile app which allows customers to order from their mobile devices, securely pay by credit card, and have their order ready for pickup when they arrive at the restaurant.
Asian Grill Opens New Location with Self Order Kiosks was last modified: June 23rd, 2019 by News Editor
The self-service drumbeat rattled Chicago’s McCormick Place last week as attendees swarmed exhibits promising faster customer service. This year’s National Restaurant Show showcased even more interactive kiosks (39 exhibitors) than last year’s record-breaking 36 exhibitors. Less than a third of this year’s companies (11 exhibitors) were repeats from last year, indicating the market continues to attract new interest.
Kiosk hardware and software manufacturers have heeded the call from restaurants looking to automate the customer order to deliver a more satisfying guest experience, boost sales and make more efficient use of store labor. And while established kiosk providers were once again well represented on the trade show floor, restaurant POS software companies have also entered the fray in a big way.
Once again, many of the kiosks on display integrate with other front-of-the-house and back-of-the-house touchpoints, such as online ordering, mobile ordering, loyalty rewards, customer messaging, order delivery, ingredient and nutrient content, kitchen display systems, inventory management, labor management and more. Foodservice operators have clearly recognized interactive kiosks as one part of a customer experience ecosystem rather than an isolated guest interface.
And while self-order kiosks dominated the presentations, artificial intelligence is allowing additional capabilities such as allergen lookup and guest location.
Highlights of KI Sponsors
Pyramid Computer GmbH
Pyramid Computer GmbH presented its Pyramid Location System that saves guests from having to wait in line after placing their order. The customer can order and pay at the self-order kiosk, which dispenses a puck. The customer then places the puck on the bar and chooses a seat while their order is prepared. The system will recognize their location when their order is ready, allowing a server to serve the customer accurately at their table. The system was presented in the Intel booth.
Larry Kron of Pyramid Computer GmbH demonstrates the Pyramid Location System kiosk at the Intel booth.
Zivelo LLC presented a prototype of its X2 Slim kiosk which offers a larger screen size compared to pole-mounted tablets without taking up too much counter width. There is also an X2 Extended model that takes up the same amount of counter width but has a deeper component door to allow for additional components such as a printer.
Mike Moon presents a prototype of the X2 Slim kiosk.
Frank Mayer and Associates Inc.
Frank Mayer and Associates Inc. demonstrated a self-order kiosk the company designed for a food truck using KioWare POS software. The software works on Windows and Android, and features browser lockdown. The customizable and EMV-compliant kiosk was demonstrated in the ADUSA Inc.booth.
David Anzia of Frank Mayer and Associates Inc. presents a food truck self-order kiosk in the ADUSA booth.
Appetize Technologies Inc.
Appetize presented its Interact kiosk which is part of a comprehensive POS, inventory and analytics package. The company’s kiosk line includes an Android-based solution, 15- and 20-inch landscape touchscreen options, countertop and freestanding models, and support for barcode scanners, printers and payment devices.
A host of new technologies are on the horizon for the QSR industry. For many of them, a self-order kiosk will serve as their foundation.
Quick-service restaurants have long had a reputation for being innovators when it comes to technology. In the early days of modern foodservice, QSRs were among the first to incorporate features such as drive-thru speaker system and cooking timers. Later, computerized point-of-sale systems and digital menu boards emerged.
More recently, it’s been mobile apps, online ordering and point-of-sale systems that trigger menu boards to display promotions or remove items based on low inventory levels. Facial and AI-based response systems now generate context. Moreover, of course, one of the most significant technological trends affecting the QSR industry over the past few years has been the self-order kiosk.
Customer Data Context
However, the developments haven’t stopped there. All of these trends have one feature in common: They provide operators with a firehose of data they can use to improve their operations.
McDonald’s, for example, acquired software company Dynamic Yield in March for $300 million, giving it technology that will allow it to customize digital menu boards based on data including time of day, weather and current ordering trends to deliver a more personalized in-store experience. The fast-food giant also took a stake in software company Plexure in April, giving it access to a mobile platform that uses digital marketing tools to increase sales. The platform manages mobile-based promotional offers and a customer loyalty program as well as serving as the backbone of McDonald’s mobile app.
Elsewhere, self-order kiosks at some locations of the South Florida-based BurgerFi chain are incorporating facial recognition technology that gives customers the option of saving previous orders along with phone numbers and facial geometry. The next time a customer visits a location, they’ll be recognized by the kiosk and will be given the option to use that stored information on their current order. Other chains including Dallas-based Malibu Poke, Pasadena, Calif.-based Caliburger and Philadelphia-based Bryn & Dane’s are using variations on the technology.
Because 70 percent of the revenue for a typical QSR comes via the drive-thru, it only makes sense to look there as an avenue for technological improvements. Digital menu boards have been appearing in drive-thru lanes for several years, and will likely be standard going forward. Companies including Dunkin’ Brands have eyed dedicated pickup lanes for mobile orders as a way to eliminate bottlenecks, although the idea seems to be slowly gaining traction. Also, several kiosk manufacturers have introduced devices designed for the drive-thru in recent years as restaurant operators seek to duplicate the success of dining-room self-order technology. Olea Kiosks’ Detroit model was an early entry into that category. Technology provider Xenial, which provided the facial recognition application for Bryn & Danes, has installed touchscreen drive-thrus in nearly 400 Subway restaurants to date. Drive-Thrus have become so popular that some countries (Canada) and US cities are looking at restricting drive-thru’s.
Location-Based Customer Service
Location technology and geofencing appear to be an up-and-coming trend, with its potential demonstrated by Burger King’s recent Whopper Detour promotion. Customers who participated in the promotion, which ran in mid-December 2018, could purchase a Whopper for just a penny via their mobile app, as long as they were within 600 feet of a McDonald’s. Other applications for the technology include alerting restaurants when a carryout customer pulls into the parking lot, with restaurant staff then delivering that customer’s order to their car.
And likely coming soon to a QSR near you is the same voice-ordering technology that drives the Alexa and Google Home devices in our living rooms. A voice-command POS would be a boon to labor-strapped restaurant operators who see their counter staff turn over on a near-weekly basis, while a voice-operated phone system in a pizzeria could free up staff to pitch in on the makeline. Such systems would never be rude to customers, will reduce errors compared with a live order-taker, and of course, will always remember to suggestive sell. Industry groups have already formulated frameworks for voice command concerning disability and accessibility.
Automation – The Robots have arrived.
Artificial Intelligence or AI-based systems are already being tested. Holly, made by Valyant A.I., is a disembodied voice that takes drive-through orders at a Good Times in South Denver.
The Colorado fast food chain started experimenting with conversational A.I. to lighten the load of some of its employees who often juggle multiple tasks at the same time. Rob Carpenter, the founder of Valyant A.I., said the hospitality industry needs robots right now to make up for the lack of applicants.
“In the United States, because it’s such a tight labor market, there’s somewhere in the neighborhood of 800,000 unfilled positions,” Carpenter said.
Self-Service kiosks are driving trends
Many of these up-and-running technologies are likely to be incorporated into the self-order kiosks that have been at the heart of recent restaurant trends. There are plenty of reasons why: Research conducted by financial news site PYMNTS.com found that consumers spend as much as 30 percent more at a self-order kiosk compared with other ordering methods. Self-order kiosks allow easy customization of orders, never forget to suggestive sell and eliminate the “indulgence guilt” that can occur when ordering extra-large fries or an apple pie for dessert.
Others are seeing even more significant results. Point-of-sale platform Appetize recently reported that users of its self-service solution see a 40 percent increase in order size. Appetize’s Interact self-service solution offers embedded upsell functionality, and data shows that consumers are 47 percent more likely to add an item on a kiosk than when asked to do so by a cashier.
Research from ordering technology firm Tillster indicates the use of self-order kiosks will continue to grow for the foreseeable future. A 2018 Tillster study found that 54% of customers plan to place an order with a self-service kiosk within the next year, and if the line to order from a cashier is longer than five people, 75 percent of customers will choose to order from a self-service kiosk.
And although mobile apps may serve as an additional ordering channel that enhances the QSR experience, they’ll never supplant self-order kiosks (despite predictions from app designers). Although there may be some among us who gravitate to mobile apps, there are too many restaurant choices and not enough space on our devices to hold apps for each one. And anyway, who wants to go through the hassle of downloading an app to place an order when there’s a self-order kiosk already available? Instead, it’s likely that both channels will thrive.
However, with many of these technologies built on self-order kiosks, their success will hinge on the quality of those kiosks. Olea’s offering in the self-order kiosk arena, for example, is its sleek and modern Austin Freestanding Kiosk. Olea also performed custom kiosk work and purpose-built the kiosks Appetize is using to achieve its dramatic results.
The Austin works in any environment and continues Olea’s mission to provide better kiosks through intelligent design. To maintain the flexible configuration capability, the Austin is engineered to accommodate an optional 15″ or 22″ All-in-One computer in either portrait or landscape as well as an EMV-approved Card Reader & Pin Pad and POS-style receipt printer.
The wide array of transactional components housed in this sleek, feature-packed kiosk makes it one of the most powerful retail solutions available on the market. Its compact footprint and rugged security complement a variety of environments for companies that seek to improve ROI and user interaction in small spaces or high traffic areas.
The adoption of new technologies is setting the stage for exciting (and profitable) times in the QSR space. Olea Kiosks stands ready to help! Feel free to call us at 800.927.8063 or email us at firstname.lastname@example.org.
Contact Olea Kiosks today at 800.927.8063 for more information
Frank Mayer and Associates, Inc. To Demonstrate Approach Self-Service Kiosks at ICX Summit
See Frank Mayer and Associates, Inc.’s expanded line of self-ordering kiosks at the 2019 Interactive Customer Experience Summit in Dallas June 4-6.
GRAFTON, WI – Find Frank Mayer and Associates, Inc.’s self-service kiosk line Approach at the 2019 Interactive Customer Experience (ICX) Summit at Omni Frisco Hotel in Dallas June 4-6. The freestanding, floor tablet, and counter self-order kiosks will be on display in booth #12, where attendees can test the units and interact with the kiosks’ QiTM software by ADUSA.
In addition to the original freestanding Approach floor unit, available as both a 32- and 22-inch touchscreen, Frank Mayer and Associates, Inc. recently expanded its roster of self-service kiosks to include a countertop unit, tablet, and wall unit.
The new line marries smart design with different sizes, offering an array of customization options and brand personalization – all while being backed by Frank Mayer and Associates, Inc.’s trusted name in delivering experience and unsurpassed quality in the interactive kiosk market.
Frank Mayer and Associates, Inc. is a leader in the development of in-store merchandising displays, interactive kiosks, and store fixtures for brands and retailers nationwide. The company helps retailers and brands utilize the latest display solutions and technologies to create engaging customer experiences. For more information on the Approach family of kiosks, visit www.frankmayer.com/approach
*** CONTACT: David Anzia, Senior Vice President of Sales Frank Mayer and Associates, Inc. 1975 Wisconsin Ave., Grafton, WI 53024 (855) 294-2875 | email@example.com
ZIVELO Wins 2 Awards at ICX Summit for Achievement in Interactive Customer Experiences.
The #1 QSR mobile kiosk company receives two awards
Dallas, TX – June 13, 2018 – ZIVELO, the leader in interactive self-service kiosk and digital signage solutions in the QSR arena, has been appointed to receive two prestigious awards at the ICX Summit in Dallas on Wednesday, June 13, 2018. The Elevate Awards honor the individuals and organizations that are pacesetters in using technology to elevate customer experience.
ZIVELO will receive Best ICX Deployment: Restaurant and Best ICX Deployment: Financial Services at this year’s ICX Association Elevate Awards for providing nearly 10,000 kiosks to one of the top three QSR’s in North America, and for their groundbreaking virtual banking expert kiosks deployed at a top US-based financial institution.
ZIVELO produces award-winning, self-service kiosk and digital signage solutions for a portfolio of global companies. This includes the top three fast food chains in the nation, as well as top brands across the retail, banking, healthcare, restaurant, and hospitality industries. Their newly launched software product, OakOS, allows ZIVELO’s customers and third-party developers to rapidly build and deploy applications with the only developer kit designed for kiosks. Clients can now develop fully-functional applications within days, by using OakOS’ comprehensive web-based frameworks and SDK. Backed by ZIVELO’s network of support technicians, this comprehensive offering removes previous common barriers in the industry.
ZIVELO’s mission is to revolutionize the way brands use technology to interact with their consumers on-premise and in the physical world. Founded in 2008, ZIVELO has rapidly grown to become the leading self-service technology brand offering a sleek and sophisticated product design, intuitive user experience, and cutting-edge modular hardware solutions. In 2018, ZIVELO acquired Oak Labs, the creators of OakOS – the world’s first operating system for public computing experiences. Through the acquisition, ZIVELO now provides brands with an end-to-end solution for the roll-out of kiosks and digital signage. For more information, please visit http://www.zivelo.com/.
ZIVELO Wins Two Awards at ICX Summit was last modified: June 14th, 2018 by News Editor
SICOM Acquires Self-Order Point of Sale Solutions Provider NEXTEP SYSTEMS
Lansdale, PA and Troy, MI – June 12, 2018 –SICOM announced today the acquisition of NEXTEP SYSTEMS, a provider of self-ordering point of sale solutions, digital signage and restaurant management software for managed food service, quick service and fast casual restaurants. NEXTEP’s lineup of self-ordering solutions includes kiosks, touchscreen drive thru systems and mobile ordering and will be added to SICOM’s Encounter™ Omni-Channel Point of Sale platform.
NEXTEP was founded by Tommy Woycik when he realized self-ordering technology could prevent people from waiting in lines at restaurants. After creating its first self-ordering solution, NEXTEP has expanded its product catalog to include a full spectrum of order management solutions on its single-platform, cloud-based architecture.
NEXTEP has also introduced several innovative technologies in the self-ordering space, including Intelligent Upsell™ for increasing check averages and facial recognition functionality that provides a personalized guest experience.
“We are truly excited to welcome NEXTEP to the SICOM family,” said Jim Flynn, CEO of SICOM. “The talented team at NEXTEP has created an impressive lineup of industry-leading and inventive self-ordering technologies, and this acquisition will allow SICOM to offer the most comprehensive omni-channel point of sale platform in the industry. We’re also excited to expand into managed food service and fast casual restaurants with a broader and proven suite of products designed specifically for these markets.”
“The team at NEXTEP has accomplished a tremendous amount since our inception in 2005,” said Tommy Woycik, President and Founder of NEXTEP. “SICOM is a perfect fit for NEXTEP, and we are excited to join a company with the same level of commitment to providing leading technology solutions to managed food service providers and quick service and fast casual restaurants. We’re confident that joining forces with SICOM will provide new opportunities for the NEXTEP team and our customers.”
ABOUT NEXTEP SYSTEMS
From Self Order Kiosks and Touchscreen Drive Thrus to mobile ordering and traditional POS terminals, the NEXTEP SYSTEMS solution empowers guests to check out faster, resulting in bigger check totals and higher sales volume. With 7 patents granted and 4 more pending, NEXTEP SYSTEMS offers the industry’s first and only 360° integrated foodservice technology platform to more than 1,500 managed food service, QSR, and fast casual customers.
SICOM Systems, Inc. is a leading best-of-breed provider of end-to-end technologies and services for quick service and fast casual restaurants. The company offers front-of-house solutions (Digital Menu Boards, Point of Sale and Order Confirmation Units), back-of-house solutions (Drive-Thru Director™ and Chef™ Kitchen Management), as well as above-restaurant solutions (360° Data Analytics, SEMS4 Restaurant Management and RTIconnect Restaurant Management) that are helping leading restaurant brands around the globe streamline their operations. SICOM has over 40,000 digital menu boards, 8,000+ Drive-Thru Directors and 7,000+ Chef Kitchen Management solutions in operation worldwide, while its Point of Sale systems are in more than 6,500 restaurants worldwide and it has more than 10,000 restaurants leveraging its enterprise management systems. Founded in 1987, SICOM is headquartered in Lansdale, Pa. and can be found online at www.SICOM.com.
Acquisition – SICOM Acquires Self-Order Point of Sale Solutions Provider NEXTEP SYSTEMS was last modified: June 13th, 2018 by News Editor
Mobile order and pay garnered quite a bit of attention, as did product vending solutions. One of the real stars of the show, however, was self-order kiosk technology thanks to their demonstrated ability to increase customer throughput and increase sales by automating suggestive selling.
Still, it’s not enough for a restaurant operator to just install a kiosk near the counter and wait for the orders to roll in. The design of the kiosk itself goes a long way toward encouraging customers to use the devices. In conjunction though the restaurant needs to ensure kitchen output matches up with kitchen input. Bakery café chain Panera Bread updated their kitchens first and then added kiosks and multi-channel ordering. The objective is more orders taken and fulfilled, faster.
There’s little doubt that self-order kiosks will be an central component of the QSR and fast-casual restaurant landscape going forward. McDonald’s expects to have self-order kiosks in most of its 14,000 restaurants by 2020, while Wendy’s currently has them in many of its 6,500-plus locations. Other fast-food operations are following suit, creating their own variations best-suited for their restaurant environments. More compact and less costly designs that are cost-effective to deploy are starting to become commonplace.
On the fast-casual side, Panera made self-order kiosks an integral part of its “Panera 2.0” effort, which it began rolling out in 2014. Before the company was taken private last year, officials indicated that sales increases at restaurants outfitted with the initiative were outpacing sales at those without the technology.
It’s evident that these companies and others wouldn’t be investing millions of dollars in self-order technology unless it had been proven to offer tangible benefits. To maximize those benefits, though, deployers should take a few critical factors into consideration when planning to incorporate self-order kiosks into their operations.
The user interface
Key to encouraging customers to use self-order kiosks on a regular basis is a clean, simple user interface. The order flow must be intuitive and easy to navigate. Choices should be presented logically, with similar items on the same page and accompanied by professionally shot images. Add-ons should be suggested where appropriate. Also, it should be easy for the customer to go back and make changes if they decide on a different selection.
Enclosure & mounting
It’s likely that some customers will need some degree of education to encourage them to use a self-order kiosk. For freestanding kiosks, the enclosure and attractor screen should include messaging that illustrates the kiosk’s purpose. Tablet-based kiosks should consist of nearby signage along with the attractor screen inviting users to bypass the line.
More importantly, self-order kiosks need to be compliant with the Americans with Disabilities Act (ADA). Are the devices usable by someone in a wheelchair? What about a blind or visually impaired customer? Accessible by all should be ensured.
The last thing a restaurant deploying self-order kiosks wants is to be branded with the reputation that they don’t care about the disabled. On the flip side, the disabled will likely be a growing customer base if you support ADA. When it comes to self-order kiosks, ADA compliance is a minefield best navigated with the assistance of an experienced kiosk vendor, and possibly your legal department.
A kiosk is a collection of electronic components and as with any such device it will eventually need service, whether that be a simple cleaning or the replacement of a part. Can the unit be serviced easily and with a minimum of effort? Can parts be swapped out quickly, keeping downtime to a minimum?
Just as important, does the kiosk vendor offer phone support to assist deployers with service issues by phone, and service programs designed to resolve problems quickly when a site visit is required
The rest of the operation
One of the main reasons a restaurant operator will consider deploying a self-order kiosk is to alleviate congestion at the counter and increase order throughput. The misconception that self-order kiosks will help cut labor is just that: a misconception. Many restaurants that have deployed self-order kiosks reported an increase in sales, requiring more, not fewer employees to accommodate this influx.
However, increasing the rate at which orders arrive at the kitchen creates another problem. If the kitchen can’t keep up, the result will be long ticket times, crowding by the food pickup area, and ultimately, dissatisfied customers. People tend to order more when they order from the computer as well (25% more).
Consider, for example, the experience encountered by Starbucks when it released a mobile ordering app in 2015. The app led to a flood of orders, which in turn led to congestion at the drink hand-off area. Furthermore, many customers came in, saw the long lines, and naturally turned around and left.
To solve the issue, Starbuck’s added employees and implemented new systems that enabled stores to handle the additional orders. When Chipotle Mexican Grill restaurants faced similar problems, they began implementing a second make line devoted solely to digital orders.
How restaurants handle orders coming in via self-order kiosks will likely be determined by customer flow and the design of the store itself. This could translate to different kiosk form factors being needed.
Much like anything else, a best practice is to train employees on how to utilize the kiosks. This is made much easier by deploying a kiosk that utilizes the same components used in the restaurants already. Still, training is important.
Think of it this way: If a restaurant installed a new point-of-sale system, they would train each employee on how to use it. Kiosks are no different. Employees should know how to direct traffic to the kiosks during rush hour properly, and how to service the units in a timely manner.
If employees recognize kiosks as a tool for them to use, rather than their competition, it is likely the devices will produce a much faster return on investment. Employees will be more willing to push customers to the kiosks, generating more usage and increasing average ticket size.
At the end of the day the best way to provide a self-order solution that improves the guest experience, simplifies the restaurant operation, and increases sales is to work with a kiosk vendor who is experienced in the deployment of self-order kiosks and has a track record of success. Olea Kiosks stands ready to help.
The Austin Kiosk from Olea Kiosks, for example, is a versatile solution available in multiple form factors so deployers can choose the one that best suits their needs. The kiosk is available in countertop, wall mount, and freestanding versions – all utilizing the exact same components to ensure that customers are always greeted with the same technology.
The Austin uses familiar POS components such as Elo Touch Solutions, Epson and STAR Micronics-brand printers, and industry-favorite Ingenico and Verifone EMV payment terminals.
For more information call 800.927.8063 or send an email to firstname.lastname@example.org
Self Order Kiosk Solutions Take Center Stage at Restaurant Show was last modified: June 17th, 2019 by News Editor
With another successful year at the National Restaurant Association Show under our belts (our 13th!), we gathered the most talked about technology trends from the show to share – just in case you missed it…
1. Third-party delivery replacement
Restaurant operators have come across many issues with third-party delivery companies: loss of brand value, high commission cost, data usage, etc. That’s why companies like ShiftPixystood out this year as a self-delivery option that allows clients to use their own employees to make deliveries.
2. The Touchscreen Drive-Thru
Self-order isn’t limited to the indoor variety: meet the self-order drive-thru. The Touchscreen Drive-Thru introduces huge operational efficiencies, allowing chains to redirect labor full-tilt towards fulfillment. Not to mention, the technology has been refined over the course of a decade: “NEXTEP SYSTEMS displayed its fifth generation, drive-thru self-order kiosk, which automatically adjusts the center of the touchscreen to the height of the customer in their car. The touchscreen adjusts as soon as the customer touches it. The system also automatically adjusts the brightness of the touchscreen to the level of outdoor light. Additionally, the kiosk includes a built-in air conditioning unit.” (Kiosk Marketplace)
3. Food at faster speeds
It was all about speed in terms of fulfillment this year. Devices that prepare food in seconds like the Antunes JS-1000 Steamer, which can make scrambled eggs in 12 seconds, gave operators something exciting to look forward to: less wait time for customers.
4. Giving customers the reigns
Self-order menus with endless custom options are giving customers the control they crave. Whether because of dietary restrictions or particular preferences, guests are able to seamlessly create the perfect, customized meal in a few taps with NEXTEP kiosks. This year, it was clearer than ever that self-order design matters. Many POS companies jumped at the chance to say they could offer self-order, but very few were able to execute kiosk software that looks beautiful, answers guests’ questions before they even have to ask, and works seamlessly with the rest of the operation.
5. Going digital for streamlined operations
Digitally-enhanced self-service has taken over not just as a way to order, but in every aspect of the restaurant experience. The Coca-Cola Freestyle 9100, for example, was debuted this year with new features that create an interactive experience for users. Users can download the Freestyle mobile app, connect to the machine via Bluetooth, and pour their own beverage mix from their phone.
More Pictures from NRA
Craig is a longtime writer of technical stories and documentation for many companies. He has 25 years of experience in the industry
5 Technology Trends Spotted at The NRA Show 2018 was last modified: August 15th, 2018 by News Editor
The following is excerpt from the latest whitepaper by Frank Mayer and Associates, Inc. covering Self-Service Kiosks in Quick Service and Fast Casual. See the complete whitepaper on the Frank Mayer website.
Enhanced Customer Service
Recent industry news pertaining to quick service restaurants (QSRs) and fast casual establishments has shined a spotlight on a growing trend in both sectors – the desire to enhance the customer experience through digital measures.
Included among the numerous digital options has been the growth of self-service kiosks where customers independently order food and pay using a touchscreen versus placing an order to a cashier behind a register.
In the April 2018 Restaurant Readiness IndexTM by PYMNTS.com in collaboration with Bypass and Bank of America Merchant Services, 41 percent of restaurant participants surveyed regarding 2017 Q4 data indicated they had implemented in-store kiosks, a four percent increase over the previous quarter. Kiosks were also the in-store feature that represented the greatest improvement since the previous study, showcasing the steady momentum behind restaurants incorporating self-order kiosk programs into their growth plans.
There are many advantages to QSRs and fast casuals adopting self-order strategies, but three well-documented beneits include enhanced customer service, improved productivity and increased profits. The solid growth and attractive benefits of self-service kiosks means we’ll continue to see our favorite QSRs and fast casual restaurants set themselves apart from the competition.
There were some notable not presents such as Acrelec and RedyRef.
Given the recent spate of RFPs related to fast casual it is not surprising to see big turnout though at this show. Still, the media always gets ahead of itself trying to announce “what’s coming” is the same as “what is” and it rarely is.
The Ziosk iteration went from concept to installment over many years and it is a relatively mature product now entering its replacement cycle. Lifecycle coming into play for the units.
Still, it has been several years of “they are coming” and last time I checked at Wendy’s there is nothing, or any of the other fast casuals here in the area and we are looking at a fairly “hot” market here in Denver.
Companies are certainly exploring the idea. Which format or form factor they eventually settle on is still to be determined.
What a difference a year makes! Last year’s National Restaurant Show featured 12 self-serve kiosks. This year, the number on display at Chicago’s McCormick Place nearly tripled as kiosk manufacturers scrambled to meet the restaurant industry’s demand to improve customer service with new technology.
As McDonald’s continues its nationwide rollout of self-order kiosks, thousands of QSRs and fast casual restaurants don’t want to get left behind and are shopping the market.
Self-Order Kiosks – Forbes Article Having A Moment 2019/07/31 From Forbes article Self-Order Kiosks Are Finally Having A Moment In The Fast Food Space July 30, 2019
Self-Order Kiosks McDonalds in Forbes
In 2010, I wrote an article titled “Quick-service restaurant kiosks: What’s taking so long?”
The gist was that although major players like Subway, McDonald’s, Burger King and Arby’s started experimenting with kiosks in 2006, we ...
Taco Bell Kiosk – Taco Bell president on kiosk: ‘It’s super fun’ 2019/06/24 Excerpt from Nation’s Restaurant News June 17, 2019
Editor’s Note: How China tariffs might affect this are in play.
Taco Bell Kiosk consumer-facing technology efforts are in full force this year.
On the heels of rolling out delivery nationwide in February, Taco Bell has quietly installed kiosks in about 4,000 restaurants.
Rob Poetsch, spokesman for the Irvine, Calif.-based chain, ...
Asian Grill Opens New Location with Self Order Kiosks 2019/06/21Asian Grill Opens New Location with XPR KiosksAsian Grill, known for its authentic regional cuisines, has recently implemented XPR’s self ordering kiosks and mobile application to help automate the ordering process. Along with the new equipment throughout the kitchen to help relay orders to the staff, these changes have helped to improve operational efficiency, check ...
McDonald’s & Sonic Optimizing with Self Order AI Technology 2019/06/20 Self-Order and AI Sonic McDonalds
Read full article at PSFKFrom menus curated to individuals’ dietary needs to offers that adjust in real time to trends and even weather patterns, here’s how top food names like Sonic and THE.FIT are using AI to enable tailored food experiencesToday’s consumers have more food options than ever. The ordering experience ...
Tapit demonstrates unique self-ordering kiosk 2019/06/18 Excerpt from BakeMag Jun article. Read full article
Tapit demonstrates unique self-ordering kioskCourtesy of Tapit06.11.2019
By John UnreinTapit, a leading restaurant and retail-focused software vendor, has launched Selfit, a self-ordering kiosk platform with accompanying online ordering via a mobile app and interface to the restaurant’s website. Purpose-built for the restaurant and retail industries, Tapit demonstrated its self-ordering platform ...
Inside Times Square McDonalds flagship – CNBC 2019/05/29 McDonalds Times
Reprinted with permission in full from CNBC May 2019 & Amelie LucasOn Thursday, McDonald’s opened a new flagship store in Times Square, expected to be its busiest in the U.S.
The location showcases the modern updates that McDonald’s has been bringing to its U.S. stores. It boasts digital menu boards, 18 self-order kiosks and wireless mobile ...
Elliot Maras Tours NRA & QSR POS Providers 2019/05/29 Original article by Elliot Maras published on KioskMarketplace May 2019
The self-service drumbeat rattled Chicago’s McCormick Place last week as attendees swarmed exhibits promising faster customer service. This year’s National Restaurant Show showcased even more interactive kiosks (39 exhibitors) than last year’s record-breaking 36 exhibitors. Less than a third of this year’s companies (11 exhibitors) were ...
ZIVELO and Dell Technologies Partner on self-service kiosks 2019/05/22ZIVELO STRENGTHENS ITS FULL-SERVICE TURN-KEY KIOSK SOLUTIONS WITH INDUSTRY COLLABORATION
ZIVELO collaborates with Dell Technologies OEM Solutions to revolutionize self-service kiosks
SCOTTSDALE, AZ (May 2, 2019) – World-class kiosk manufacturer ZIVELO (best known for providing kiosks to the largest fast-food chains across North America) joins the Dell Technologies OEM to allow its clients to purchase ZIVELO’s digital solutions through their ...
Appetize POS Boosts Consumer Spend, Driving Demand for Self-Serve Kiosk 2019/05/13 Press release from BusinessWire May 09, 2019
Self-Service Kiosks Drive Up to 40% Lift on Orders; Company Brings on New Customers AT&T Center, LSU, MuseumsPLAYA VISTA, Calif.–(BUSINESS WIRE)–Appetize, the modern Point of Sale (POS) and enterprise management platform, today announced strong results from its self-service kiosk technology seeing up to 40% increase in order size across ...
McDonalds Mobile Hack – Canadien Uses McDonalds Mobile App To Run Up Bills 2019/04/28 The Canadian McDonald’s app, called My McD’s, is just the latest target for cyber criminals. Last year, they were busy stealing Aeroplan and PC Optimum rewards points from some members’ online accounts. Many of the fraudsters involved in PC Optimum cases also carried out their crimes in Quebec.
Cybersecurity expert Ritesh Kotak said that in the ...
McDonalds Kiosk Free Burger Hack from Australia 2019/04/10 Two friends in Australia appear to have cracked the McDonald’s kiosk system, allowing them to score a free burger. A YouTube video shows the pals taking advantage of a burger discount by tricking the machine.
In the video, they order 10 burgers for $1 each using the kiosks. Then, they remove the meat from the ten burgers, which discounts each ...
From UK and McDonalds — Dirty Touchscreens UK McDonalds – Verdict — Not So Dirty 2018/11/28 Editors Note: We originally reported this on November 28 and continued to monitor this story from the UK to see how it developed. It originated on the tabloid website — https://metro.co.uk/ which generally publishes things that only some people on Facebook are looking to believe.
The article below came out on a tabloid and it certainly bears ...
Bluestar and Zivelo Announce Distribution Partnership 2018/10/03 Bluestar and Zivelo Partnership News
FOR IMMEDIATE USE
Scottsdale, AZ (October 2, 2018) – World-class kiosk manufacturer ZIVELO (best known for providing kiosks to McDonald’s across North America) is proud to announce the completion of a Distribution Partnership with BlueStar to streamline the company’s ability to meet increasing demand.
Founded in 1929 with a network of over 12,000 ...
Restaurant News – Global Payments Acquires SICOM 2018/09/28 Global Payments to Acquire SICOM Systems, a Leading Provider of Enterprise Technology Solutions to Restaurants
September 27, 2018 04:05 PM Eastern Daylight TimeATLANTA–(BUSINESS WIRE)–Global Payments Inc. (NYSE: GPN), a leading worldwide provider of payment technology and software solutions, announced today an agreement to acquire SICOM Systems, Inc. from LLR Partners. SICOM provides enterprise, cloud-based software as ...
Self-Order – Approach Video Showing How Unique Needs Met 2018/09/14 Approach Video Showing How Unique Needs Met by Self-Service Kiosks
GRAFTON, WI – Recently, Frank Mayer and Associates, Inc. released a promotional video for the company’s self-service kiosk Approach, featuring why the self-order kiosk is a simple solution for businesses seeking additional convenience for customers as well as new revenue opportunities.
With multiple industries embracing the digital experience ...
Automation Comes To McDonald’s – NPR 2018/09/13 Automation Comes To McDonald’s – NPR
from Morning EditionSeptember 12, 20185:11 AM ET
Heard on Morning EditionALLY SCHWEITZER
FROMWe hear a lot about robots eventually taking over jobs in manufacturing, but automation has already hit the service industry. The cashier who takes your order at McDonald’s could soon be replaced.DAVID GREENE, HOST:
So there are more than 3 million cashiers ...
HMSHost rolls out kiosk ordering with QikServe kiosk 2018/09/13 HMSHost kiosk ordering in Quick Service Restaurants Roll Out
QikServe kiosk solution deployed in more than 50 highway and airport restaurants BETHESDA, MD – Meeting the needs of busy travelers, global restaurateur HMSHost continues to innovate the restaurant industry with expanded service format options, offering self-order kiosks in quick service restaurants it operates in airports and highway travel plazas across ...
Are McDonald’s kiosks better than cashiers? 2018/08/17
McDonald’s is rolling out a new way to order at its restaurants. Kiosks have increased accuracy and efficiency for fast-food chains. But are kiosks better for customers to use?
The best illustration yet I have seen of the actual menu process and how the choices are added/deducted
MCDONALDS ADDING KIOSKS TO 140 LOCATIONS IN STATE – The Denver Post, 2018-08-14 2018/08/17 McDonald’s and its local franchisees are combining to invest $111 million in physical and technological upgrades at 140 Colorado restaurants this year and next, the company has announced.Click here to edit the content
The work, which ranges from remodeling to complete rebuilds, is part of a $6 billion modernization effort McDonald’s will roll out across ...
Taco Bell Self Order Kiosks Get Inspiration From The Airlines 2018/08/06 Taco Bell is trying to convince customers to order via kiosks instead of cashiers at restaurants across the US — and it’s drawing inspiration from an unlikely source
From Business Insider Aug 3, 2018
Taco Bell is installing kiosks in all of its restaurants.
Hollis JohnsonTaco Bell is set to install self-ordering kiosks at all locations across the United ...
ZIVELO Wins Two Awards at ICX Summit 2018/06/14 ZIVELO Wins 2 Awards at ICX Summit for Achievement in Interactive Customer Experiences.
The #1 QSR mobile kiosk company receives two awards
Dallas, TX – June 13, 2018 – ZIVELO, the leader in interactive self-service kiosk and digital signage solutions in the QSR arena, has been appointed to receive two prestigious awards at the ICX Summit in ...
Drive Thru Kiosk Solutions – Real World 2018/06/10 Drive Thru Kiosk Solutions
From Steve Evans and Nextep
It’s been pretty busy but I wanted to stop for a moment and congratulate the following 5 locations for their implementations of our World’s Fastest Drive Thru™ Solution:
• Bennett Holdings Group – #10199 Johnstown, PA
• Kristen Chandler – #68779 Midland, TX
• Russell Rogers – #50511 Bentonville, AR
Feature – EMV Self-Service Update for Self-Order Kiosks 2018 2018/06/10 EMV Update for Self-Order Kiosks
EMV deadlines have arrived, but many choose to skip the upgrade. EMV is still split into two big camps. One that is compliant and the other which will be, but not yet. Our prime supporting sponsor for this update is KioWare. Thanks!
By Richard Slawsky contributorRichard Slawsky is an Educator and freelance writer, ...
Wendy’s CEO Talks About Kiosks, Drive-Thrus & Future of Fast Food – The Street 2018/06/10 Wendy’s CEO Talks About Future of Fast Food – Kiosks and Drive-Thrus – The Street
TheStreet talks exclusively with Wendy’s CEO Todd Penegor about how he is trying to reinvent the food ordering process. Click here for full interview. Below are some of the points covered.Some points covered and made by Penegor:How many installed? 200 in ...
Self Order Kiosk Solutions Take Center Stage at Restaurant Show 2018/06/08 Self Order Solutions Take Center Stage at Restaurant Show
Kiosks are quickly becoming an integral part of the QSR and fast-casual space. Here are some factors to consider when planning for a self-order solution by Olea Kiosks, Inc.Craig is longtime writer of technical stories and documentation for many companies. He has 25 years of experience in ...
McDonald’s CEO: We are evolving the business in a meaningful way 2018/06/08 McDonald’s CEO: We are evolving the business in a meaningful way9:00 AM ET Mon, 4 June 2018
In a wide-ranging interview, Steve Easterbrook, McDonald’s CEO talks about the company’s new headquarters, adapting new technology, including new ways to order food, adding an international menu, and why tariffs are unlikely to impact the company’s bottom..McDonald’s CEO: We ...
Benefits of Utilizing Self-Service Kiosks in Quick Service & Fast Casual 2018/05/31 Benefits of Utilizing Self-Service Kiosks in Quick Service & Fast Casual
May 2018 | www.frankmayer.com
The following is excerpt from the latest whitepaper by Frank Mayer and Associates, Inc. covering Self-Service Kiosks in Quick Service and Fast Casual. See the complete whitepaper on the Frank Mayer website.
Enhanced Customer Service
Recent industry news pertaining to quick service restaurants (QSRs) and ...
McDonalds Kiosk Effect dominates NRA Show 2018/05/31The number of self-order kiosks on display at the National Restaurant Show nearly tripled over last year’s exhibits as hardware and software manufacturers rushed to meet the demand from restaurants.
Good review of self-order kiosks at NRA 2018.
What a difference a year makes! ...
QSR Ordering Kiosks And Out-Of-Stock Shoes 2018/05/10 From Pymnts.com article
QSR Ordering Kiosks Evolved From A 1980s Solution For Out-Of-Stock Shoes
As a college student in the 1970s, Murray Lappe heard that his fellow students wanted to promote their organizations through a new medium. During a retreat, the students thought of having a traditional bulletin board, but Lappe had an alternate take: Why not ...
McDonalds Kiosk – Great Falls Montana Video 2018/04/24 McDonalds Kiosk – Great Falls Montana Video
Self-serve kiosks are making their debut in the fast food industry! The recently renovated 10th Ave. McDonald’s here in Great Falls has just added self-serving kiosks to their menu. Instead of 3 places to order, there are now 8 in the newly designed restaurant.
In an effort to offer a better ...
Hospitality Kiosks – What the Kiosk Can Do for Hotels and Restaurants 2018/03/16What The $1B Kiosk Industry Can Do For Hotels And Restaurants
News followup from Pymnts.com
https://www.pymnts.com/news/retail/2018/self-order-digital-kiosk-customer-experience/ Excerpt:Kiosks aren’t just for selling tickets or providing customers with another way to order a meal. They can personalize the guest experience too.
“Our take on it is that we’re all different,” Bite CPO Steven Truong has said. “Our recognition and learning algorithm ...
McDonald’s tech updates have some workers jumping ship 2018/03/14
For Dudley Dickerson, the mobile-app orders were the last straw.McDonald’s has been updating with new technology, delivery, a revamped menu and curbside pickup. But the “Experience of the Future” has employees handling more tasks — in many cases, they say, without pay raises or adequate staffing. So Dickerson, 23, handed over his spatula for the ...
McDonalds Kiosk Effect dominates NRA Show was last modified: September 14th, 2018 by Kiosk Industry
QSR Ordering Kiosks Evolved From A 1980s Solution For Out-Of-Stock Shoes
As a college student in the 1970s, Murray Lappe heard that his fellow students wanted to promote their organizations through a new medium. During a retreat, the students thought of having a traditional bulletin board, but Lappe had an alternate take: Why not digitize the concept?
“We kicked the idea around, and it got some interest,” Lappe told kioskindustry.org. “After the session, the Dean suggested I apply for a grant to see if we could make it happen.”
With just $2,500 in seed money for the project, Lappe went to work on an interface and an algorithm to power what would arguably become one of the first self-service kiosks. The device would come to have a plasma touchscreen, which was important since many people didn’t know how to use a computer at the time.
“I wanted to make it as simple as possible for people who had never used a computer before,” Lappe added. “I didn’t want it to look or feel like a computer.”
The kiosk, which was dubbed the PLATO Hotline, appeared in the University of Illinois in Urbana-Champaign’s student center only a few weeks before Lappe graduated. And it was a resounding success.
Kiosk Meets Retail
A few years after the introduction of Lappe’s kiosk, the Florsheim Shoe Company decided to bring self-service kiosks into its retail stores. Through the kiosks, customers could also view different styles on a video screen, while the machine would literally talk to customers and sell them on the features of different shoes.