Incorporating technology-centric perks and identifying ways to influence higher levels of convenience for customers will propel your restaurant to the next level.ĭigital Powered Deliveries are Re-Defining “Quick” in Quick Service Restaurantsĭisruptive digital technologies combined with changing demographics (tech-empowered millennials) are altering the landscape of the established QSR industry. In conjunction with drive-thrus, curbside pickup and delivery options are picking pace. As the customer reaches the pick-up counter, the order is either ready for pick up, and payment is processed through mobile contactless payment or is guided towards the pick-up bay #15 where a staff member will deliver the order.īuilding order-ahead capabilities, rewards programs, and having a committed approach to customer experience will not just enhance order speed and accuracy, but will also result in upsell opportunities and most likely repeat business. The customer places a voice-based order for the “regular,” which is a large cheeseburger with a side of fries, is offered promotions to make it a combo by adding a bottled drink. The future is to build digital ecosystems that tie these independent technologies to offer a quick, seamless customer experience.įor example, a customer drives into the drive-thru lane, is recognized as a repeat customer through ANPR and relevant information is displayed on the outdoor digital signage. But this alone will not yield results unless viewed holistically through a customer experience lens. Independently, technology such as beacons, Automatic Number Plate Recognition (ANPR), voice-based ordering, mobile powered curbside pick-up, etc., could improve speed and accuracy. The most important metrics at play being drive-thru order speed and accuracy. The Rise of Digital Drive-Thrus, Curbside Pickups and Other Delivery OptionsĪ recent QSR magazine research indicates that 50 - 70% of a QSR’s revenue comes from the drive-thru. The road ahead might look opportunistic and with many challenges, but the path is insight-driven, digital solutions that will help restaurants anticipate changes in customer behavior and tackle their demands.

By adopting emerging technologies and presenting the customer with choices such as to dine in, take food to-go or home delivery, restaurants could enjoy new business opportunities and incremental revenues.Īccording to a recent Zion Market Research, the global QSR market will soar to nearly $691 billion in the next five years, an anticipated CAGR of more than 4.2 percent between 20.

Whether it is online home delivery, digital drive-thrus, contactless payments, or self-service kiosks, digital innovation and disruption are reshaping the way we interact with technology and is also influencing the way we eat and what we eat. Riddled with choice, consumers are experimenting with services underpinned by speed, ease-of-use and affordability. A survey by Modern Restaurant Management shows that about 75 percent of respondents eat out at le ast once a week and almost half (47 percent) eat out at least three times a week, ever wondered why? Convenience - diners are increasingly expecting on-the-go service, uninterested in lining up for a cashier to take an order.

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