MRM EXCLUSIVE: Restaurants going digital need technology that always works | modern restaurant management

What’s on the menu for today’s innovative restaurants? Internet of Things (IoT) technology. With labor shortages and increased pressure on profits, savvy restaurants are turning to digital to provide the best customer experience and face stiff competition. What makes restaurants tick: mobile point-of-sale (POS) units, order terminals, tabletop tablets and tablets for servers. The challenge is that all this new technology needs to be supported to make everything work seamlessly front and back of the house, on the internet, and for behind-the-scenes management.

Savvy restaurateurs view technological innovations not as a side dish, but as one of the key ingredients in a restaurant’s direct relationship with its customers. Peter Pane, a burger franchise with 46 locations across Austria and Germany, is investing in technology to run the business and deliver top-notch customer service. This includes the integration of POS terminals, fixed and mobile POS devices, and tabletop tablets to facilitate ordering and payment. To ensure its technology always works, Paniceus Systems, the parent company of Peter Pane, has turned to our remote IT support software to keep its day-to-day operations, technology infrastructure and 1,700 employees.

For the restaurant industry, the pandemic has changed everything, including raising the bar for what consumers expect in terms of choice and convenience. Restaurants continue to face increased competition, having to prepare delicious dishes on demand and quickly, with minimal wait times. Growing customer demands have forced the restaurant industry to innovate and adapt to provide efficient food delivery, accommodate a variety of dietary restrictions, streamline ordering and accept contactless payment options.

Consider this: if you are a customer in a restaurant and it takes your waiter 20 minutes just to take your drink order; it’s gonna make you grumpy. A mobile ordering system serves more people faster and keeps them happy, not hungry. In addition to improving the customer experience, it helps everything run more efficiently, increases table turnover, and increases the bottom line.

Special of the day: augmented reality

Keeping systems running optimally and consistently is a must. If they go down, it’s essential to get them back online as soon as possible. To do this, restaurants are adopting a new way to support their technology using augmented reality and remote technical support.

For his Peter Pane sites, “Using augmented reality allows us to manage technical support issues remotely, safely and efficiently, which helps improve the overall customer experience,” said Björn Runge, IT manager at Paniceus Systems.

Because it’s often expensive to have a dedicated IT person on-site at each location – especially when expenses are typically for food and labor, lease or rent payments, marketing, to utilities and equipment – ​​restaurants can turn to remote IT and AR support to help resolve tech support issues, such as quickly diagnosing that a cable has come loose or troubleshooting a device that can’t not connect to the internet, which prevents orders (and payments) from coming in.

Technical issues that are addressed in real time, using remote IT support and augmented reality, help restaurant management become more efficient and reduce costs. Shortages of skilled IT labor and restaurants that are already understaffed (and with shoestring budgets) mean the impact of downtime is enormous, potentially causing negative reviews on Yelp and directing customers to your competitors.

Does your refrigerator work?

A well-run and busy restaurant can’t function without a refrigerator, or if key technology systems, like POS or music systems, stop working. For any restaurant, the winning recipe is clear: delicious food, creating seamless customer experiences, and ensuring technology always works.

With tables turning, orders being processed, pick-up service and meals delivered, and contactless payments, we live (and eat) in a different dining world, one that demands uptime, positive reviews and a pinch of innovation.

And just on the horizon is automatic predictive ordering that knows what customers want and prepares food before the customer even has a chance to be seated. Now it takes the company to a whole new place.

About Imogene T. Bishop

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