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Restaurant / QSR Blog

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Can Wait Management Systems Improve Your Customer Experience?

For a quick service restaurant (QSR), cutting down on customer wait time is key. How can a wait management system improve customer experience and increase your revenue?

Getting Modern by Embracing Apps

It’s a fact of life that paper-based wait management systems are becoming a thing of the past as demand is being met with more advanced technologies and apps and are not only being accepted but embraced by the eating public. Waiting a half-hour or more at a busy QSR simply isn’t acceptable in a world where users can simply tap Yelp or half a dozen competitors and not only get their food fast but have it delivered to them.

One of the best things about these new systems is that they can integrate with multiple hardware and software vendors to form a complete order management solution. There are even some cross-platform apps that can recognize regular customers via a history that shows what they like to order or have had in the past, and either offer that again or add something unique to the order. These apps that can test different specials, and allow users to analyze demographics and break down traffic at different types of day. A new app, Split, even allows users to pre-order takeout food, pay bills, and split checks. These technologies are allowing customers to take back their time from QSRs and take responsibility for their own dining decisions.

Using Video Surveillance and Analytics to Get the Big Picture

Advanced video surveillance combined with powerful analytics programs can give owners and managers a true sense of the performance of their QSR operations, in addition to reducing wait times. By implementing the dynamic applications available through these new technologies, restaurant managers can track their traffic and wait times down to the second, allowing them to order more efficiently, ensure that products are available for sale during lunch and dinner hours, and staff up appropriately so that wait times are reduced to a minimum.

But video analytics can also do so much more for a QSR operation. By using heat mapping, managers can identify the most popular parts of a store and where people gather and like to sit, enabling them to keep those areas as clean as possible and improve the customer experience. Video analytics can also track traffic patterns inside and outside the restaurant, allowing managers to assess the viability of different marketing schemes and signage, as well as tracking the density of both foot and street traffic near the location and in the parking lot. Video analytics can tell you if customers are driving away from your location and shopping at the competitor because your drive-through lines are too backed up.

By integrating these new technologies and staying on top of the latest trends in quick-service dining, your restaurant performance should improve by leaps and bounds.

What technologies are you using to lessen wait times and improve customer experience in your QSR? Tell us about a something you’ve tested in your stores in the comments!


About the Author — Lindsay Poirier

Lindsay has over 6 years of successful experience in enterprise software sales and over 10 years in sales and management with a proven track record of surpassing client expectations. Lindsay has a unique perspective with her deep understanding of Point of Sale systems and integration along with experience working with a diverse range of clients in the Hospitality, Finance, and Food & Beverage Industries. She brings all of these skills with her to Envysion to help clients develop, establish, and implement solutions to increase profitability to their organizations. Lindsay earned her bachelor’s degree in marketing from Michigan State University in which she studied abroad for a semester in Italy at John Cabbot University.


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