Queue management at the Stable
Fuller’s-owned pizza restaurant and cider bar, the Stable, has seen many operational benefits since introducing an app developed by Zonal. Stable employees are
less stressed as queue management has improved, helping to reduce the stress of serving a crowded bar and restaurant. In turn, this has seen customer satisfaction levels rise, ultimately
delivering a consistent upturn in sales of up to 9%. The Stable’s operations
director, David Gough, says: “The app’s popularity has exceeded our expectations. Our regular customers know what they want and are keen to beat the queues during busy periods, so they love the app for its ease of use and speed of service. However, what has been surprising is the complete mixture of ages
set to become more important. ‘Natasha’s Law’, which was presented in Parliament after Natasha Ednan-Laperouse died from an allergic reaction to a Pret A Manger baguette in 2016 and will come into force in Octo- ber 2021, means that all pre-packaged food, including food prepared in store, must have full ingredients labelling.
“This presents an opportunity for opera-
tors to get on the front foot by establishing trust with consumers through transparency regarding ingredients and accurate labelling on all dishes,” says Hucker. “Technologies like
www.thecaterer.com
and types of people using the app, which ranges from young people to families and pensioners.” The app has been cleanly designed and is simple to navigate with the option for diners to view menus, book a table, order and pay for food and drinks from their seats, access tasting notes for the Stable’s cider list – and rate them and select music through an in-app Jukebox.
“Your mobile ordering provider should be your partner, rather than someone who will sell you a product
and disappear” Nick Hucker, Preoday
mobile ordering can help by offering operators an easy way to collate and present this infor- mation to customers.” Meanwhile Martin predicts a growth in dark kitchen networks, where restaurants use a distributed infrastructure to support the growth of their delivery channel. “Opera- tors will be able to extend their infrastructure through Kitchen-as-a-Service networks and fundamentally transform their businesses, especially if they keep control of the customer- facing technology,” he says. There’s also very little doubt in anybody’s mind that adoption of mobile ordering tech- nology is set to continue – at pace. “The period of digital engagement is here, so more and more companies are looking to adopt this technology. In fact, I would predict within the next 24 months most F&B QSR environments will be promoting some sort of solution,” Cornhill says.
There is also likely to be some consolida- tion, according to Rodgers. “It could consoli- date into the payment space or the POS space or some other space, but certainly we’ll see some consolidation,” he believes. “It might be a bit longer than 12 months,
but I think we’ll see loyalty and personalisation starting to coalesce around payments. They hold the ultimate data – the one bank card that’s tied to you – so they are in prime position to try and pool some of that stuff together.”
Technology Prospectus 2020 | 29
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