Tech integration is key for hospitality beyond the pandemic

Chief commercial officer Josh Franklin explains how integration will continue to assist the hospitality industry beyond the pandemic. This interview was originally written and published by QSR Media.

The food delivery boom, furthered by the pandemic, resulted in a multitude of platforms of apps that customers can use to get their orders.

Cloud platform Doshii looks to help chains focus on kitchen efficiency by syncing such information platforms and apps into partnered POS systems. This, according to them, results in operational efficiency, reducing labour cost involved with rekeying orders, and minimising mistakes that lead to product wastage and unhappy customers.

Speaking to QSR Media, chief commercial Officer Josh Franklin explained how integration will continue to assist the hospitality industry beyond the pandemic.

QSR Media: The pandemic delivery boom made a case for businesses to streamline how they handle third-party ordering apps. How are chains utilising the synced insights and data from Doshii?

Franklin: With Doshii, chains are able to clearly understand which channels are driving the most revenue and profitability to them, for example in-venue ordering habits versus pick-up or kiosk and device orders. They can then optimise those channels’ offerings.

They can also look at less successful channels and assess how their results can be improved. They can see what is selling best and when, and look at modifying the menu accordingly or instigating other sales and promotional activity. Doshii also provides unique and tailored insights for each store. This means that menus and channels can be optimised, to ensure sales are being maximised for each location.

Doshii has a full menu management system to allow operators to manage their menus from a central platform. All styles of operator will benefit from less time managing menus across multiple apps. They’ll also be able to avoid costs incurred through rekeying orders into the POS, and removes human error associated with missed or incorrectly rekeyed orders. Ultimately it will improve revenue, reduce operational costs and increase efficiency.

What has the delivery data been telling you about QSR customers?

Our experiences from the past 12 months have shown that ordering from apps – in venue, at home or on the road – is surging; customers spend up to 30 per cent more when they order from their devices.

Another trend we’ve seen emerge is that once consumers have ordered from their device the first time, they are far more likely to want to do it again.

Some areas of the Australian hospitality industry, including on-site dining, were badly hit during the pandemic. As a result, we’ve seen venues looking for unique ways to offer delivery, pick-up and app-based ordering to attract and retain customers.

Food delivery services thrived through the lockdown. There was a massive demand from customers wanting to pay for their meals with credit cards or some form of mobile or contactless payment. We also found customers preferred to order from a digital menu on their phones, even if they chose to collect the order themselves. This was, in part, due to adhering to COVID-safe rules, but this type of mobile ordering and payment preference hasn’t changed, even with the easing of restrictions.

What’s your take on what’s now happening in the industry? Any predictions on where it will go?

As restrictions ease considerably across Australia, we’ll continue to see a strong demand for food delivery services among consumers. We believe that in-venue digital ordering, while in its infancy here in Australia, will be a trend that will continue to gain popularity over time.

We’ll also see new apps in the marketplace that will harness artificial intelligence capabilities, making them more intuitive. They’ll offer consumers greater customisation and preferences in their choice of menu options and ‘healthy’ food items.

How has take-up differed between chain stores and smaller independent businesses?

It’s been rewarding to see the benefits for both styles of business. Many of the smaller, independent outlets and businesses have needed Doshii simply to be able to operate efficiently and to ‘tech up’. We’ve helped hamburger stores, for example, that may have previously been predominantly cash businesses with no delivery partners be able to quickly open up these new channels, streamline their business, and keep them focussed on making and serving good food.

We’ve helped franchised stores tap into their unique markets in a way that wasn’t previously possible. While they have the advantage of having processes and procedures in place, they’ve managed to save money, time and effort with our data insights that lead to less wastage and the ability to maximise and tailor their offering across their different channels. Integration means running business smarter and gives operators the opportunity to capitalise on accurate and insightful data.

What does this mean for consumers?

Happier customers lead to a more vibrant hospitality industry. We think giving customers more of what they want, streamlining the ordering process and minimising any opportunity for order errors will provide a more fulfilling experience all ‘round. In turn that will lead to return business and glowing reviews and ratings for the venue operator. It’s a win-win for everyone involved.

End.

Hospitality can bank on Doshii success

Doshii is helping hospitality venues revolutionise their operating systems is generating big interest of its own after being added to the Commonwealth Bank’s venture scaling business ,x15ventures,.

As the fifth venture to join the x15 stable, Doshii is a unique middleware cloud platform for the hospitality sector, helping thousands of venues cut through the app chaos and blitz the surge in mobile ordering brought about by the coronavirus pandemic.

Proud partner, Commonwealth Bank
Proud partner, Commonwealth Bank

Designed specifically for the hospitality industry, Doshii integrates venues’ multitude of food ordering, business management, data and customer loyalty program apps and point of sale (POS) functions into a single system.

Doshii CEO Justin O’Donnell explained that the ‘one-stop-shop’ seamlessly syncs all the information and apps required to efficiently run, oversee and grow restaurant, café and bar businesses.

“During last year’s COVID-19 restrictions there was much commentary about people having Zoom meeting overload, but ask anyone who works in hospitality and they’ll tell you that app overload is an ongoing headache,” O’Donnell said.

“Doshii allows you to access all the apps you need from your POS terminal, with real-time updating, so you always have the information you need without messing around with a mishmash of different systems.

“The feedback from our clients is Doshii reduces labour, improves efficiency and accuracy, and allows them to focus on what they’re actually good at – be it making and serving burgers or mixing cocktails – without distraction or delay.

“Customer service and satisfaction is improved, which generates return business and glowing reviews and ratings.”

 

Justin O’Donnell
Doshii CEO, Justin O’Donnell

x15ventures Managing Director, Toby Norton-Smith, said Doshii was an exciting digital platform with a strong business proposition backed by leading technology.

“When we launched x15ventures last year, our mission was to bring new solutions to market that empower customers as never before and Doshii allows us to do just that. 

“Doshii will allow hospitality businesses to streamline and digitise multiple, cumbersome tasks that have, for many of our customers, been done manually until now,” Mr Norton-Smith said.

Mr O’Donnell said COVID-19 lockdown saw an astronomical 220% spike in food ordering and delivery throughout Australia, with 95% of customers paying via credit card or another form of mobile payment.

“As restrictions have eased, uptake of in-venue digital ordering and delivery continues to rise; Doshii allows businesses to harness this opportunity by allowing them to focus on what they do best – deliver great food, drink and service to all their customers,” he said.

Mr O’Donnell said being chosen by the Commonwealth Bank to be its fifth business acquisition under its venture scaling business was a huge endorsement of Doshii’s offering to the hospitality and small business industry.

“It’s great validation to the industry that we have gained the faith and financial backing of Australia’s leading bank, which sees Doshii as the market leader in this space to help streamline, digitise and improve hospitality businesses.” 

DQ and Doshii help Billboard bounce back after lockdown

 

Billboards Saturdays

Victoria had just announced it was coming out of lockdown and every restaurant and bar was working out how to open back up, stay covid-safe and give a good experience to returning customers. 

For Melbourne icon Billboard, this suddenly meant a very different type of operation with only table service allowed, not to mention significant limits on capacity. 

Now for non Melbourne based readers, Billboard is a unique nightclub – a venue surrounded on three sides by bars – so moving to table service was always going to be a big shift. 

But, with the help of DQ, the contactless ordering app that lets guests browse menus, order & then pay instantly at their table, Billboard adapted to the ‘new normal’ quickly. In fact, DQ was the only ordering mechanism for Billboard until standard service was permitted to resume across Victorian venues. 

However, with multiple orders coming through every minute it was essential for Billboard to be able to consolidate all records directly into their connected POS, something made possible with Doshii. Now, leveraging the Doshii API, the Billboard team could amend pricing and menu items on the fly whilst keeping track of every order via the DQ app.

“In those first few weeks after lockdown the last thing we wanted to worry about was all the complexity that can come with managing new tech and systems, but Doshii and DQ together made it all a breeze. Not having to rekey orders from the app into our POS system, Impos, saved us crucial time and labour costs in those early days especially, and it ensured perfect record keeping whilst we focused on getting our venue up and running, serving customers and kicking goals,” said Nev from Billboards. 

Any venue that leverages the DQ app is instantly able to extend its service capabilities and improve labour productivity. With the Doshii connection, orders are seamlessly delivered to a connected POS and menu items are synchronised in real-time, reducing double handling and error.

“Our turnaround time was a max of two minutes for every order – that just wouldn’t have been made possible without Doshii and DQ for us,” added Nev.

If you’d like to talk to the Doshii team about connecting DQ for your venue, get in touch today, or reach out to us at hello@doshii.io.

How In-Venue Ordering Is Changing The Hospitality Industry

The Waiters And Customers Love The Convenience 

Like any industry that has been disrupted by technology in the last decade, the hospitality industry is embracing the benefits that come with digital change. Being able to pre-order or view a venues’ menu digitally before arriving can greatly assist the incoming guest who is time-poor and convenience-driven. 

There are also direct advantages for venues by meeting their guests’ expectations such as speeding up their own order processing, integrating between the point of sale (POS) and kitchen, bar and service areas can streamline the operational flow of the venue, saving on foot traffic and double entry of orders. Venue management can gain better real-time reporting insights, better control over their inventory, human capital, shift rostering and less time spent being reactive but becoming proactive.

From Menu Management To Staff Onboarding – There’s an App For That!

Connectivity is the secret to securely managing all aspects of hospitality. Gone are the days of a paper stock sheet or clock-in card for wait staff to sign in on. Today the inventory is decremented upon use, facial recognition software installed on the employee’s phone or venue’s tablet logs them in and automatically works out their contribution or cost to revenue in real-time. Notifications can be sent to let the manager know that a staff member did not arrive for their shift or if there is an oversupply of staff at a particular time based on a trend.

Payments can be taken from digital wallets directly to the venues POS without patrons having to leave the table or wait at the register. Staff are freed up to do what they do best – providing great service to the customers. Customers can access the venue’s reservations portal, decide to dine in or order a takeaway. Venues can choose to deliver the order via a number of delivery partners and not have to worry about the laborious task of reconciling at the end of the month. Using AI and the venues’ own POS data in real-time it can be determined which food delivery provider is providing the most value and revenue to the venue.

Bring Your Customers Back – With Social Proof and Loyalty Programs

The improved venue experience can lead to patrons joining the venue’s digital loyalty program, which is a cost-effective tool for running promotions, special offers and retargeting former patrons when they are in the local area. Also, gift cards can be digitally redeemed at the venue and ensure that returning customers can promote the venue to their friends – communicating with a reward is a great way to drum up business.

Doshii curates a marketplace of Apps and web-platforms that makes running a modern hospitality business as easy as 1-2-3. The Doshii platform is able to connect Apps seamlessly and securely to the venues’ POS solution and there is no need for additional hardware or training.

The Doshii Marketplace Apps are growing:

Pick Up and Delivery

OrderUp!

Mobi2Go

Loke

Frolo

Waitrr

Deliveroo

In-Venue Ordering

me&u

Mr Yum

Tabsquare

MVI

Mimu

TableTime

Waitrr

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View The Doshii App Marketplace Here

Get into contact today and get connected with Doshii