Reimagining Dining Experiences with an Order & Pay Platform
Success Story
A renowned UK restaurant chain with 160+ venues needed to modernise its ordering and payment processes. Struggling with long queues, scattered third-party integrations, and limited digital payment options, their ability to deliver a seamless dining experience was slipping. Recognising the urgency, they sought an innovative solution that would bring consistency, scalability, and convenience to both customers and staff across dozens of locations.
Up to 40% Quicker
Order Processing
25% Increase
in Sales
20% Drop
in Staff Costs
Challenges
From the outset, the restaurant chain grappled with several obstacles that dampened both efficiency and customer satisfaction. Traditional ordering methods created unnecessary queues, and the reliance on manual input led to avoidable errors. This not only frustrated diners but also increased the burden on waitstaff. In parallel, their payment options were outdated; customers wanted more flexible methods—particularly mobile wallets and gift cards—while management demanded stringent security measures to protect sensitive payment data.
The complexity didn’t end there. With over fifty outlets nationwide, any new platform would have to be robust enough to scale quickly, yet remain easy to maintain. This was critical because a high-traffic environment, especially during peak times, meant even a minor technical hiccup could result in significant revenue loss. Ultimately, they needed a modern solution that addressed these integrated challenges: boosting customer satisfaction, preserving brand reputation, and future-proofing the operation.
Our Solution
To deliver a truly comprehensive answer, our team designed a unified order and pay platform that replaced outdated processes with a sleek, digital-first approach. We introduced in-restaurant ordering via QR codes and table-side tablets, allowing customers to view interactive menus, customise their meals, and pay swiftly without waiting for staff. These orders flowed directly to the kitchen in real-time, cutting down errors and speeding up service.
For customers on the go, we built a pick-up ordering portal accessible through a dedicated mobile and web interface. This streamlined takeaway experience allowed diners to place orders in advance, select their collection time, and pay online—significantly reducing queues during peak hours. Supporting both aspects of the restaurant’s service model meant their brand could deliver a seamless journey regardless of whether a customer dined in or took food away.
Robust integrations ensured the system could handle the restaurant’s ambitious needs. Tapping into AWS for infrastructure, we containerised each component for effortless scalability. This architecture also offered a centralised dashboard that provided managers with real-time insights into sales, staff performance, and inventory status. Payment security was enhanced through tokenisation, encryption, and alignment with industry compliance standards—vital for maintaining trust in a sector already challenged by data security concerns.
Results & Business Impact
- Up to 40% Quicker Order Processing: Orders sent directly from the customer’s device into the kitchen cut out waiting times and manual hand-offs.
- Improved Table Turnover: Quick payments free up staff to focus on delivering an excellent dining experience.
- Multiple Secure Payment Options: From contactless to gift card codes, flexible methods led to a measurable uptick in sales and repeat visits.
- Fewer Checkout Abandonments: Mobile-first design and one-click pay features significantly reduced cart drop-offs.
- 25% Increase in Sales: Combined online and on-site enhancements boosted average order values and total revenue.
- 20% Drop in Staff-Related Costs: Automated order entry and integrated payment terminals eased the load on front-of-house teams.
- Effortless Roll-Out to New Locations: Containerised services made it easy to replicate and maintain the platform across dozens of branches.
- Resilience During Demand Surges: Cloud auto-scaling ensured peak-time stability, safeguarding the diner experience and restaurant reputation
Why This Matters to CTOs
- Future-Proof Architecture: A modular, containerised approach stands up to rapid expansions, acquisitions, or rebranding efforts.
- Accelerated ROI: Swift implementation and clear performance gains—both in revenue and cost-savings—justify tech investments to the C-suite.
- Robust Data & Security: Built-in encryption, tokenisation, and compliance with industry standards protect customer data and brand trust.
- Actionable Insights: Real-time analytics power strategic decisions on staffing, menu offerings, and marketing campaigns, all in one intuitive dashboard.
