YOUR CUSTOMERS ARE DIGITAL...
ARE YOU? www.NextMenu.com
NEXT-GENERATION GUEST EXPERIENCE: A FULLY INTEGRATED APPROACH 2: ENTER
1: ENTICE •
Guest views restaurant websites to review menu, price, location Consults third party sites Selects a restaurant
Guest determines what to order / how to customize Places order online / on an app or in-restaurant
Guest determines how he / she would like to pay for meal Pays bill and may opt to split with friend
4:EXIT • •
Guest waits for meal Looks for something to do to occupy him / herself
5: EXTEND • • • • •
INFOGRAPHIC BY COURTESY OF:
Guest has finished meal Reviews new loyalty points Engages social media Provides feedback Determines if he / she will return
Copyright © 2016 Deloitte Development LLC. All rights reserved.
Restaurant capabilitiesr for the next-generation guest experience • • •
Integrated menu,pricing & location (on app / website) Search engine optimization Third party collaboration (e.g., restaurant review sites)
• • •
Menu customization Technology enabled personalization
Loyalty programs with customized offers Analytics & communication platforms Social
Digital ordering & paying (e.g., app, website, kiosk) Mobile & flexible payment options Data collection
Wait time management platforms Experiential offerings during wait time
FOR MORE DELOITTE INFO, CHECK OUT THEIR DEDICATED CUT SHEET
Self-Order Solutions What is NextMenu® NextMenu® is the next evolution in restaurant technology, specially tailored to the fast paced nature of the hospitality sector. We provide solutions that maximise profits and let you focus on quality customer interactions via our fully customisable order and payment sytems.
FACT-BASED TECHNOLOGICAL EVOLUTION
We provide customer facing Self-Order Kiosks and Tablets, along with Dashboards and Wearables for staff, that together emilinate inefficiencies in the ordering process. Our systems enable customers to digitally interact with your ordering and payment processes. This gives them speed and freedom, and gives you efficiency, data and cost savings. When NextMenu handles your ordering and payments, your staff are free to focus on quality customer interactions and service.
NextMenu is the technology that powers modern, fully connected, digital hospitality venues.
NextMenu® will help you: Boost Sales Add a new digital sales channel and automate up-selling. Reduce Costs Automate order capture and serve more people with the same service team. Digitalise Win over millennials who increasingly expect personalised digital interaction.
NextMenu® offers a range of solutions covering all types of hospitality venues, from the deli around the corner to the fine dine restaurant in the city centre.
Counter Service The smallest deli can now offer the same customer experience as mighty McDonalds without investing a fortune into technology. Our sturdy, free-standing kiosks are perfect for large-counter service venues, while our Nano and Mini counter-top versions are perfect for packed bars and pubs where space is limited. All are capable of running side-by-side with traditional POS terminals due the certified card payment integration.
Table Service The NextMenu® Tablets are the high-power digital counterpart to the traditional paper menu. The interactive menu will delight your customers with a unique dining experience. Your customers can order, pay, call the waiter, or get more information about their dish, right at their table. Everything at a single touch. Staff members are notified via dashboards and wearable devices, allowing them to quickly respond to any customer requests.
For QSRs & Counter Service Digital Menu Systems, Ordering & Payments, Click & Collect
QSRs are adopting kiosk ordering The world’s biggest QSR chains have spent millions on their digital service strategies – for a good reason. Customer self-ordering reduces costs, reduces queue times, raises order values and helps you sell more. This effect is obvious in supermarkets, train stations, hospitals and recently in the larger QSR chains.
NextMenu® is the system making kiosks work While kiosk hardware is readily available, NextMenu is what you need to make the hardware work. With our partners, NextMenu provides all the software, services, payment systems and support you need to get up and running quickly, with the minimum fuss.
Digital Dining as a Service While kiosk hardware is readily available, writing your own software for them can be expensive and risky if you’re not in the software business. NextMenu® delivers all the software you need to make kiosk ordering easy for you and your customers.
Click & Collect
Reduce your time to market We provide all the software you need to display menus, manage menu changes, create offers, and more. Our service regularly brings you new features and functions that can benefit all your restaurants. If you need hardware, implementation, rollout management and ongoing maintenance our full service offering can deliver Digital as a Service to meet all your needs. NextMenu® saves you money designing, building and supporting your own software. NextMenu® gets you digital sooner. Keeping you ahead of your competitors.
Boost sales value. Service Faster Customers. Deloitte’s studies highlight digital benefits for QSR’s: 26% on Spending Uplift when Digital Ordering and a 6% increase in visits. Plus benefits in Drive Through, Pay by Phone, Loyalty and Customer Feedback.
Protect Your Brand The NextMenu platform is flexible. We fit to your brand. We tailor to your processes. If you’re a multi-brand group we can help you cross sell between brands…..or not. Your call. In fact a great many things are “your call”. NextMenu tailors extensively to look and feel and work the way you want it to. Making digital easy.
Pre-Order. Click & Collect NextMenu Pre-Order lets your customers order on the move. They place an order, pay in advance, set their collect time or even reserve a table time. So food is ready when they arrive, to take away or eat in. High spending, busy, digital diners who prefer digital ordering get the speed and service levels they demand. You have more time for traditional customers. More face time for paper orders and cash handling where needed.
Kiosk ordering - Reduce queues & Raise order values. Working for you – Kiosks work 24x7, always on, always ready to serve.
For a wider discussion of your business and the information you need, drop us a line Tel: +44 (0) 782 5528 951
for Fast Casual Dining At table Menu, Ordering & Payments for Digital Diners
Our diner service system boosts in house restaurant sales, saves staff time and makes rush hour a breeze. One huge challenge facing fast casual dining today is staffing. This impacts everything, including how many diners you can serve. A digital strategy can help. For fast casual dining NextMenu® delivers high quality professional waiter services that increase your rush hour capacity without extra staff. Reducing queues. Raising per diner order values. NextMenu® eases staff challenges and makes your busiest hours more profitable.
Diners are digital. Are you? Digital is everywhere. Almost everyone has a smartphone glued to their hand these days, and even more of us do online ordering or buy petrol, groceries, railway tickets and even hotel rooms on screens. The world has gone digital, and for a good reason. It is more profitable. Supermarkets, airlines, hotels, petrol stations and even department stores simply cannot compete without digital. Manual working is slower and more expensive. Those who serve fewer customers at a higher cost can’t compete. More and more restaurants are going digital too. Talk to one of our team today to see how easy it is to go digital with NextMenu®.
BETTER SERVICE. BETTER PROFITS.
NextMenu速 supports your traditional customer journey with digital products. When you have the time to really stop and talk with your customers your excellent face to face service stays as it is. When the pressure is on, our digital NextMenu速 takes the strain.
SELLING MORE, TO MORE CUSTOMERS IMPROVING SERVICE AT PEAK TIMES
For more information and to discuss how NextMenu速 can help your venue call +44 7825 528 951 or drop us a line at sales@NextMenu.com
Click & Collect With NextMenu速 your customers can pre-order on their way to you, set their collect time, or reserve a table slot so both the food and table are ready when they arrive. You speed up service for your high spending, busy, digitally capable diners who prefer digital ordering. Nonetheless this gives you that precious time for your customers who prefer face to face interaction over speed and simplicity.
Better Customer Journeys With an AI-Powered Customer Journey Tracker
HOW IT WORKS The NextMenu® Customer Journey Tracker enables venues to improve their service using new Artificial Intelligence based service quality KPIs. These are constantly improved using detailed metrics about the total guest experience captured by NextMenu®.
Customers join a digital queue instead of a physical one (from outside the venue or anywhere else) where they can see live updates of the expected waiting time.
Customers can pre-order and view dynamic offers that encourage then to stay in the queue.
Once inside the venue, waiters record timings in a seamless manner with Smart Watches and NFC table markers.
The timings, customer group data and order content data are crunched by an Artificial Intelligence engine that will predict the queuing times and recommend staff shift and table size changes to optimize the venue.
BENEFITS From Queue Intelligence
From Table Intelligence
› Eliminate crowding outside your venue by allowing customers to queue digitally.
› Seat guests faster using real-time and predicted table availability.
› Enable customers to do other things while they queue with live waiting time updates.
› Optimize staff shift planning in line with predicted demand.
› Speed up table turns using pre-orders from customers in the digital queue.
› Predict table turns based on order content and guest group composition.
› Reduce queue abandonment with automated offers based on waiting time.
› Optimize table size distribution based on actual guest group composition.
TIMINGS CAPTURED FROM THE GUEST EXPERIENCE 1
Entering the digital queue
If the payment times are different to order times
Pre-order, Main order, Follow up orders
Including the number of adults / kids in the group
ď€Œ With a food order
After serving the food (check everything is ok)
And cleaned after guests left (ready to be used again)
For each of the above, if applicable the identity of the staff member who performed the action can be automatically recorded as well. This supports creating factual performance KPIs for staff. The solution requires minimal investment and does not interfere with the operational workflow of the venue. Give it a try!
Informed Decision Making for Restaurants
Data Driven Business is Smart Business More and more companies and industry sectors know that informed businesses make smarter decisions. The drive to data helps companies to know more about their customers and know more about how to adapt their businesses to rapidly changing markets.
Digital at Heart More and more companies and industry sectors know that informed businesses make smarter decisions. The drive to data helps companies to know more about their customers and know more about how to adapt their businesses to rapidly changing markets.
Know Your Customers While many restaurants watch social media to see what people think of them after they leave your venue, NextMenuÂŽ collects diner feedback throughout their journey with you. Your guests can browse your menu, order and pay, as well as enter feedback, comments and even fill in surveys and answer your questions. All on the menu, while they are in your venue. This gives you collected data so you know how well you are doing, as well as instant information on individual journeys. Now you can fix problems while the diner is still with you and before they post on social media. As seen in the Deloitte sheet when a restaurant replies directly to customer feedback, 84% of diners return visit.
For a wider discussion of your business and the information you need, drop us a line Tel: +44 (0) 782 5528 951
Digital Dining as a Service – provides In Venue data as it happens.
Do you want to understand each diner’s preferences and tailor their next experience?
Diners browse digital menus and place their orders using our NextMenu® service platform.
Do you want to know how often a customer buys from you? Do you want to know what they looked at but didn’t buy? Do you know how long diners wait in your queues, how long they think about their choices and how long you take to serve them?
Your diners interact with NextMenu® digitally to make their choices, pay and respond to their needs. You get data about every single aspect of your guest journeys, preferences and choices plus your own operational performance data.
Small Changes. Big Results. With NextMenu® you can easily test ideas to assess impact. You can change menus in just one venue and easily switch back. Measure success before you roll out any change. Changing small things like a few words on a description, or the picture of the dish can make a huge difference to how it sells. Prices too. Have you ever wondered what happens if you really change your menu layouts? With NextMenu® it is easy to test and measure results of small changes to see if they improve profits or sales or table turns.
+~20% +6% Frequency Average of visit spend / visit
Within a QSR, when
TECHNOLOGY IS USED TO PLACE ORDER… Data by courtesy of Deiloitte Digital®
40% prefer to order online and 31% to 48% (by venue type) prefer to pay using their phone.
Information helps you succeed NextMenu provides useful information from every element of your diners’ journeys. Know your menu layout successes and failures. Assess price points, images and descriptions that sell, and those that don’t. Learn about individual customers and about aggregated groups of customers.
Queue times, visit durations by segments, gender and age, menu browsing, upsell successes, second orders, full order value per table and per guest and, of course, direct customer feedback.
And all this happens as a by-product while digital diners use NextMenu® to self-order / self pay. Boosting sales. Raising Profits.
NextMenu® Extend Your Reach
Mobile | Pre-Order | Click & Collect | Home Delivery
NextMenu’s webshop extends your venue’s reach helping you serve active, mobile and home customers entirely under your own brand, with no aggregator fees. Mobile and web ordering means you can serve click & collect customers and home deliveries. All online. From any device. Direct to you, from customers wherever they are.
Helping you reach more customers. Giving customers more ways to reach you.
CLICK & COLLECT
With NextMenu your customers can place orders from their phones or PCs and set a time for collection. We recommend pre-payment so you’ll never lose money on a no-show. Then it’s just collect and go. No queues, No clutter, No cash handling.
For customers who want to beat the queues, or just want to grab a bite & coffee before heading straight back to work.
Serving more customers in less time, for those customers who need to keep moving.
With NextMenu your diners can pre-order their take away, or book a table time and food in advance all from their phone. So you can serve more customers at peak times, turn tables faster and maximise table revenues.
Gardens. Al Fresco Dining. Basements. Room Service. If you want to serve customers in remote areas from your core dining space, NextMenu Mobile is all you need. Diners can use their own phones, or you can provide dedicated devices at tables/rooms that link your customers directly to your kitchens. Taking orders and payments with zero manpower. Delivering more reach to your dining space.
THE "NO SHOW" CHALLENGE
When it comes to bookings, "no-shows" are a huge challenge for many restaurants. NextMenu helps fix this with full control of your bookings, menus, ordering and payments all in one place.
If you have your own delivery service, or use a courier service it is easy to turn click and collect into a home delivery service.
With NextMenu you can opt to penalise no-shows and entice prompt arrivals.
Diners order their food in exactly the same way as for Click &’Collect, then choose the delivery option to enter delivery details.
NextMenu’s ordering and payments software works both for pre-order and for the diner at table, helping you speed up service and attract the growing number of high spending, digitally capable diners who prefer digital ordering.
For more information on NextMenu Mobile and our other products or to chat about your digital goals and challenges just give us a call. We’re always happy to chat. Phone: +44 7825 528 951 Email: sales@NextMenu.com
NextMenu® why us?
Solutions for the Dining World We support the restaurant’s traditional diner journey with digital products. We provide simple solutions for restaurants to strengthen their in-venue service and brand, in the face of competition from online digital aggregators. We extend a restaurant’s reach, service and capacity with tools like Click & Collect, Webshops and Kiosk Purchasing so they can add value and convenience for their customers, while fundamentally retaining their in-venue brand focus.
WHAT WE DO We build the software, systems and services that make digital menus work.
In a world where many IT departments are over stretched, we’ve built the software and system for you. We’ll maintain it for you. We'll customise it to your requirements. The NextMenu® software as a service platform gives you all the tools to help your venue go digital, save time, and boost revenues.
M E X I C A N
WHAT WE DON’T We don’t make hardware. While we do partner with a couple of hardware companies to supply kiosks, tablets, printers and payment hardware, our focus is in making these work for your restaurant, your brand, your customers.
R E S T A U R A N T
Touch to order Card only
If you’ve already chosen your hardware that’s great. We can provide the full customer interface for your business. Powered by NextMenu®
Don’t just take our word for it. Deloitte’s have studied this area extensively, especially in the USA where digital dining is well advanced. Restaurants rocking a digital solution have seen a serious increase in the overall client spend per visit.
PROOF OF THE PUDDING
26% return if restaurant
to their feedback
Compete Efectively A few very large restaurant chains have invested millions building their own kiosk software platforms for menus, customer ordering, payment integrations and financial regulation, receipts and EPOS Integration. You know who we are talking about. You know they are benefitting from digital. NextMenu® delivers these capabilities for you to use now. We deliver a ready made software service for restaurants to go digital fast. Whether you are a QSR venue, fast casual, casual, coffee shop, diner, chain, franchise or independent the NextMenu® system will scale to your size, and customise to your brand’s operational process to help you increase order values, reduce costs, and boost customer satisfaction.
PAY BY PHONE
PAY BY PHONE transactions
Implementation, rollout and technical support
Kiosk hardware and enclosure manufacturer
Payment systems partner and consultancy
Kiosk hardware manufacturer
Self-Order Solutions Product sheet Waiting to order and waiting to pay are one of the most important pillars in defining a good restaurant experience. NextMenu addresses the wait time issue by giving freedom of payment choice to the clients. We provide simple solutions for restaurants to strengthen their in-venue service and brand in the face of competition from online digital aggregators.
The Menu FEATURES › Multi-language support › Visually rich menu (photos and videos) › Search bar › Upselling › Food Safety › Direct ordering to Kitchen and Bar › Call for staff assistance › Feedback › Reporting and analytics › Fully editable menu
BENEFITS › Menu Monetisation › Service Improvement › Experience Enrichment › Management Empowerment › Staff Retention
Embrace your customers’ world. Touchscreen ordering empowers customers to dine at their own pace, in their own way, making your service their experience.
THE KIOSKS COUNTER TOP & FREE STANDING Features: › Certified card-payment integration › Bespoke dashboard at counter › Order info-board for customers › Paper or electronic receipt › Barcode-scanner
THE TABLETS 7” ENTRY LEVEL 10” PREMIUM Features: › Multi-tablet group ordering › Flexible bill-splitting and tipping › Meal and service feedback › Waiter-driven recommendations
NEXT-GENERATION GUEST EXPERIENCE: WHAT DID CUSTOMERS SAY? Our methodology In 2016, Deloitte surveyed 3,000 Millennial and approximately 1,500 general population highfrequency (2+ visits per week) guests who visited Quick Service Restaurant, Fast Casual, and Casual Dining locations. In a separate part of the same fact-finding process, we carried out over 20 interviews with restaurant industry executives to discuss their organizations’ current and desired levels of digital technology strategy, adoption, and plans ahead. Finally, we hosted a roundtable discussion of restaurant industry trends at Deloitte University in Westlake, Texas.
Oliver Page Senior Manager Deloitte Consulting LLP email@example.com
CUSTOMIZE THEIR ORDERS
#1 FACTOR IS MENU
when selecting a restaurant for the first time...
Follow us on Twitter at @DeloitteCB As used in this document, “Deloitte” means Deloitte Consulting LLP, a subsidiary of Deloitte LLP. Please see www.deloitte.com/us/about for a detailed description of the legal structure of Deloitte LLP and its subsidiaries. Certain services may not be available to attest clients under the rules and regulations of public accounting. Copyright © 2016 Deloitte Development LLC. All rights reserved.
PAY BY PHONE
and when they do, spend increases
(e.g. splitting check)
casual & fast casual
of respondents belong to
87% FEWER THAN 3 LOYALTY PROGRAMS
Loyalty members want:
TECHNOLOGY IS USED TO PLACE ORDER…
Guests want to
Visit us at www.deloitte.com/us/restaurant-of-the-future
Within a QSR, when
Frequency Average of visit spend / visit
Contacts Andrew Feinberg Principal US Restaurant Consulting Leader Deloitte Consulting LLP firstname.lastname@example.org
...guests want the ability to
of those who
50% USE RESTAURANT APP do, want to
84% return if restaurant
Tracking loyalty points is
users want on a restaurant app
to their feedback
A KEY FEATURE
NEXT-GENERATION GUEST EXPERIENCE: TRENDS FOR EXECUTIVES RESTAURANTS ARE FAST FOLLOWING WHERE RETAILERS HAVE GONE IN THE PAST DECADE
Many customers expect seamless / engaging technology experiences. Restaurants have had to respond to a customer’s desire for an omnichannel experience.
I.T. HAS MORE GOING ON THAN EVER… ALL AT ONCE
DIGITAL POSES NEW RISKS
I.T. has had to drastically expand capabilities (e.g., social, analytics, loyalty, cyber) in a race to win in the digital world. The right capabilities and partners are critical.
Increased penetration to digital means new risks that restaurants may not be equipped to understand or address.
SETTING UP FROM THE EDGE
DIGITAL STRATEGY CAN’T BE DONE IN A VACUUM
Some separation from the traditional business may drive more rapid innovation and speed to market.
It will likely require new types of collaboration between I.T. and other functions (e.g., marketing, training).
WAR FOR TALENT Many executives and digital leaders are moving and shifting. Required competencies, career paths, and incentives should be adjusted to entice, galvanize, and reward the talent that will make a difference.
BE CAREFUL WHAT YOU WISH FOR
With tech driving customer demand, restaurant leaders need to more cohesively consider restaurant operational impacts.
Not all technology solutions are appropriate across restaurant types or food types.
Making Digital Easy
City of London, 372 Old Street
Suite 114, EC1V 9LT Phone: +44 (0) 7825 528 951 E-mail: sales@NextMenu.com
Brochure featured at the Restaurant & Bar Tech Live show.