Ask any Melburnian who happens to live on the westside: Advieh and Advi’s Falafels are institutions. The middle-eastern and mediterranean inspired cafés have been providing vegan and vegetarian fare to locals for over 10 years.
Gene, who founded the business with his mother Sandra, describes himself as an ‘old school operator’. Despite this, Gene leant into technology during 2020 and quickly saw the benefits of digital ordering in a socially-restricted Melbourne.
Gene decided to use Mr Yum & Doshii to facilitate at-table ordering and takeaways (the unfortunate reality of much of 2020 and 2021). Initially it was Gene’s motivation to increase customer safety and hygiene that led him to Mr Yum, but by connecting it with Doshii, Gene is thrilled with the added benefit of keeping things efficient and easy to manage.
Gene says, “In a traditional way it takes around 30 seconds from both the customer and member of staff to complete an order end to end. But with the Mr Yum and Doshii integration, once the order is complete and payment is made, the order’s sent directly to the POS via Doshii and prints out at the relevant area, reducing costs associated with staff and resulting in faster orders.”
“Often we have large groups of customers and it’s so much easier to manage via Mr Yum and Doshii. So I came for the contactless ordering due to COVID-19 safety rules, but stayed for the long-term business benefits.”
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.
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.”
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.”
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.
It’s no secret that online delivery operations for restaurants have been high on the hospo agenda this year. Restrictions and the proliferation of ordering apps in 2020 has accelerated customer adoption and demand has been met with a wealth of choice.
This has obviously become a hugely important revenue stream for hospitality in trying times, growing significant amounts this year with revenue growth projected to continue at 12.1%* into 2021.
But revenue growth for the industry doesn’t always translate to profits and margins for merchants. Whilst lots of restaurants have jumped onto delivery platforms to open up a new revenue stream, there’s still a lot of cash left on the table if operations aren’t optimised and it can quickly become overwhelming for owners.
However, having seen some awesome Doshii clients really get to grips with online ordering and delivery we’ve been able to identify some of the best tactics for keeping things simple, streamlined and profitable. Here’s a few of our favourites.
Get to know your timings
Timing is everything in this game. Not only do you need to have a clear gage on how long it takes to prepare an order, but also how long it will typically take to deliver. This second component is essential because there’s no point having an item on the menu if the delivery time-frame will be a hindrance to the quality of the dish. Wherever the customer is, at home or in a venue, you want them to taste the best of your restaurant so make sure you set your delivery radius smartly.
Set up your kitchen for success
It might sound simple, but with most kitchens being designed and set up for serving in-venue customers it’s worth taking that principle and applying it to delivery operations – i.e. redesign part of your kitchen set up and workflow to support this new line of business. Make sure your prep, packaging and dispatch is optimised and consider hiring specific team members for delivery only. What can feel like an investment now will likely translate to long-term efficiency gains.
Data led menu optimisation
With everything being digital, make sure you can easily track the trends. Being able to analyse both what your customers are ordering and when they are ordering it across multiple ordering apps can be a huge advantage for menu optimisation and stock logistics. Apps like TabSquare can even personalise menus to customer preferences. This analysis can take time but when you use an integration like Doshii you can ensure that all the key data can be centralised into one dashboard via your PoS. This simple connection can save you hours of analysis paralysis meaning you can make better strategic decisions, and faster, when it comes to your restaurant delivery operations…
Delivery route optimisation
Lastly, make sure you’ve considered whether you’re going to leverage the big power app’s delivery operations or build your own last-mile delivery team. Doshii has some incredible apps like Yello and iHound in the Doshii app marketplace that can help you assign orders and manage a fleet of drivers. Through the Doshii integration, all of the critical data can again be centralised, meaning you can optimise over time.
Ultimately, as a restaurant owner, you’ve got to work out what’s best for you and your business, but online ordering and delivery isn’t going away, so focusing on ways to optimise is critical to driving better profits.
If you want to chat to the Doshii team about the right delivery operations strategy and solutions for your restaurant, reach out to us at email@example.com.
This article first appeared on QSR Media.
There are years where it feels like only weeks of change takes place, and then there are weeks when it feels like years of change take place. The latter seems to aptly sum up the state of play in the hospitality industry as whole right now.
No doubt many of us are mourning huge losses and will do for some time to come, but the green shoots of a new future I have seen so far have been encouraging. Human instinct is millenia old, especially our instinct to provide hospitality to others, and the creative ways businesses have adapted to do just that during coronavirus-plagued times is worth celebrating.
Digital transformation drives new ways to provide hospitality
Specifically, the way in which ecommerce and digital operations have been embraced or sharpened has been fascinating. The sense I get is that merchants will not be thwarted when it comes to providing hospitality and staying connected to patrons wherever they are.
Take a typical mid-market QSR player right now, say with 10 to 20 venues across each major city. It’s highly likely that they now have a suite of ordering and delivery apps they’re using to reach customers beyond the one or two major global players we’ve grown accustomed to over the past couple of years. They’re also probably investing in their own ordering and ecommerce solutions, especially if they’ve got a strong brand, to sell anything from their usual menu to meal-kits and merchandise.
And as for customer loyalty programs, these have no doubt become more sophisticated as a result, alongside these new ways to transact overall.
Now for most QSR players this isn’t really new, but it is still do or die, especially if they want to come out of 2020’s constrained economy with a chance of kicking on in 2021. In particular, for large players this is a journey they’ve been on for some time yet still have a lot of work to do to overcome the legacy systems already in place. At least medium and smaller players can be more agile and make the tech changes required to thrive quicker.
Essentially, embracing digital and new tech is about opening up new revenue streams, which also leads to more data and insight on customers wherever they’re transacting with your business, leading to more opportunities to adapt and grow.
The whole is greater than the sum of its parts
Whilst this digital transformation has been accelerated due to COVID-19, it was always coming. And it’s clear right now that the winning food and beverage businesses are the ones who are (or have been) investing wisely in digital operations, marketing and tech & apps because it results in more choices for consumers, and diversified incomes for the venue.
Clearly, in a post-COVID world people will still want food on a plate in a bustling restaurant, surrounded by friends. Some things will never change. But other things might, especially if it grants more choice to consumers. Being able to offer that choice in a sustainable way is critical – it takes more than just piecing together some apps, venues need everything integrated so the tech whole can become greater than the sum of its parts.
For example, whilst a presence across more ordering apps means more opportunity, it also means more work for the restaurant. Don’t get me wrong, there’s a lot of digital opportunities out there for everyone, even if you haven’t started the journey yet, but if you don’t master the tech it can get out of control. I’m sure any restaurant team that’s spent a heap of time re-keying digital orders from multiple apps into a POS or updating menu items across multiple apps will testify to that, and that’s not even mentioning their own digital ordering and ecommerce.
We’ve all read reports recently across the industry of big increases in digital commerce for cafes and restaurants. Some suburban cafes I’ve spoken to are reporting that up to 80% of their business is now coming in via apps! Whilst this increase paints an exciting future, there’s no doubt plenty of operators out there won’t have the tech stack required to increase their digital revenue without impacting their operational costs though.
For example, just removing the manual re-keying of orders from apps to POS with a tech solution can reportedly save a busy restaurant upwards of $20,000 a year in labour.
If there’s one thing we’ve all been taught during coronavirus, it’s that having all your eggs in one basket isn’t a good idea, so new digitally enabled revenue streams are here to stay and likely to grow. But for this creative and digitally led coronavirus fight back to drive sustainable growth across the industry into the future, QSRs of all shapes and sizes need to make sure they have the right tools in place to simplify the technology ecosystem that surrounds them.
Once the tech is mastered, it’s back to the simple stuff, the human instinct, the bread and butter: providing awesome hospitality experiences to consumers, wherever they are.
The strange idea of restaurants serving hundreds of meals without tables, chairs or waiters would have been quite a bizarre concept to many of us just a year ago.
Those in the know will have seen this trend coming as a new development in the future of food for some time, but for any Australian who has suffered long periods of social lockdown in 2020 (that’s certainly you Victorians) and turned to the many ordering apps to get a taste of the restaurants they’ve missed so dearly, the idea will now make sense: dark kitchens.
A ‘dark kitchen’ is a restaurant that only exists digitally, creating meals exclusively for the booming online delivery market.
For merchants the opportunity with ‘dark kitchens’ is to unlock a new revenue stream, optimise a menu specifically for delivery and ultimately meet customers with new food products in interesting ways via a range of online delivery channels.
Here’s five tips from the Doshii team for setting up a Dark Kitchen:
1. Location, location, location
One of the biggest attractions of a dark restaurant is that you don’t actually need to rent an expensive building in a premium location. Your location isn’t what’s going to attract customers, just your menu, so choose somewhere that gives you a good reach but ultimately allows you to focus on getting the product right.
2. Optimise for delivery
Not all great food is delivered equally but this is your chance to create a menu that will travel well. Think about items that can withstand a journey on the back of a motorbike and look into optimised packaging that can keep your tasty deliveries kitchen fresh for as long as possible – ultimately this will be what keeps customers coming back.
Equally, whether you’re leveraging an ordering app with it’s own delivery service like Deliveroo or creating your own last mile delivery strategy using solutions like Drive Yello, it’s critical that you step through the what and the why to make sure it works for your business. Optimised routes built from data and insights can make a huge difference to margins for example.
3. Cut out manual processes
If you’re running a dark kitchen you want to be operating at maximum velocity and given all of your orders are coming through digitally you want to make sure you have a technology stack that eradicated any manual processes. For example, ensuring orders from multiple apps go straight into the one PoS system and print through the same printer in the kitchen. Doshii can help with this, ensuring your not wasting time manually rekeying orders into a PoS or running reconciliations on all orders and revenue at the end of the month.
4. Test & learn from the data
The best ordering apps have one huge advantage – data. Apps like Deliveroo know the latest diner trends and can be ready to pounce with offerings diners didn’t even know they wanted yet. But so can you when running a dark restaurant. Make sure all of the apps you use are seamlessly connected to your PoS, putting all the data you have into one place ready to be used to drive menu optimisations. Even simple things like knowing when you’re more likely to sell out of certain dishes as a trend can help you ensure you don’t leave any dollars on the table.
5. Invest in marketing
Now, with no face to face interactions this might seem counterintuitive, especially when your brand only really shows up in an ordering app, but good brands drive revenue. Think about smart, targeted marketing campaigns you can run, leveraging the diner data you have. Loyalty programs are also great at driving repeat purchases and if you have the right apps to help you manage diner data and loyalty comms you can make sure all of your focus stays firmly on the product.
Dark kitchens, even as hospitality opens up again, are here to stay as online food ordering continues it’s rapid surge. If you want to chat to the Doshii team about the right digital strategy and solution for your dark kitchen venture, reach out to us at firstname.lastname@example.org.
Adele from Radio Mexico is a self-confessed old-school operator. But that’s precisely why she needed Doshii’s help.
Radio Mexico in St Kilda, Melbourne, has been serving up authentic flavours for the past eight years. And even though she’s been cautious of the booming restaurant tech industry, Radio Mexico boss Adele soon realised that for a modern restaurant to truly flourish, it needs more than just great food — it needs to find a way to harness the chaotic world of apps and online delivery. So Adele decided to keep things simple by connecting Mr Yum and Deliveroo using the Doshii platform.
“It’s important to me to only connect to a few, select apps,” Adele explains. “It’s easy for a restaurant to get swallowed up in the many apps that are available and suddenly they’re dictating the service, not you, unless you can get control. That’s why I like to use just a couple of apps, and use them well.”
Doshii grants Adele exactly the kind of control over her business she was looking for. “What was great about Doshii is that they made it easy, got the job done and the second something wasn’t right they had real people trying to fix it. I just felt like they were on my side.”
And even though some new tech seems like it’s designed to spend more time eating into your margins than encouraging customers to eat your food, Doshii actually improves profits. Doshii puts back in.
“I’m old school,” Adele says. “I’m suspicious of the technologies out there and the pieces of margin they’re potentially pinching because I love my business and the feeling of putting down awesome food in front of a customer in a restaurant. And I’ll fight to protect that.”
“But ultimately Doshii doesn’t stop the best parts of my business, it allows me to keep up with the digital side of things, keep things streamlined and allow me to make sure that we’re always focused on the customer’s experience.”
Find out how Doshii could simplify your connected world here.
Tim runs Mulita BBQ, a small restaurant based in Geelong that specialises in American BBQ. It’s a time-consuming cuisine. Some dishes require up to 12 hours of smoking before they’re ready to eat. So Tim is always on the lookout for new ways to simplify his workday.
Before COVID-19, Tim mainly focused on servicing big sporting events and music festivals with food trucks, as well as dine-in customers at Mulita BBQ’s bricks and mortar restaurant.
“Pre-lockdown we didn’t do takeaway at all because the restaurant was so busy. But since COVID-19 started, we discovered two new markets, one of them being online customers.”
The problem was that Tim wasn’t able to keep up with demand: “We simply couldn’t sustain the extra staff, especially because of the pressures of the pandemic.”
That’s when he decided to enlist the help of Doshii. As Tim explains, “Doshii allows us to run a very busy service with only two people, rather than needing a third person.”
Doshii helped Tim connect Deliveroo and FROLO, via his existing POS, Square, so online orders could be sent directly to his kitchen staff — no manual oversight or re-entering of orders needed. And now Mulita BBQ processes anywhere between 30 and 40 takeaway orders on a busy night, which simply would not have been possible 10 weeks ago before Tim connected with Doshii.
“Harnessing technology like Doshii allows us to focus on what we’re actually good at without being distracted by apps and all their 1s and 0s,” Tim says. And by connecting with Doshii, Tim has been able to focus more effort on connecting with his customers.
“The positive feedback, whether in person or via reviews or messages, to all the hard work we put in to be able to make our food — which is very time consuming to do, American BBQ — really makes it all worth it. People who enjoy what we do so much that they have standing orders even during the pandemic, every Thursday or Friday or Saturday, have been the best part of running our business.”
Find out how Doshii could simplify your connected world here.
When Squires Loft in Geelong and Torquay decided to integrate their apps with Doshii it was seamless, improving and simplifying their business in more ways than one.
Doshii doesn’t just simplify app integration. It keeps track of multiple types of data, which provides restaurant owners with the insights they need to make smarter calls on how to run their business. This is something Scott from the Squires Loft venues in both Geelong and Torquay recently discovered.
Six months ago, Scott decided to streamline his businesses with Doshii. He connected OrderUp! as his online ordering platform, ImposPlus as his core POS system, and Tanda to take care of the rostering.
The hook-up was a breeze. As Scott explains, “The team at Doshii are always informative and provide structured, planned implementation and problem solving. They’re always willing to assist us to operate a more efficient business.”
Today, Scott’s staff are processing 100 takeaway orders and 250 dine-in customers a night. “Doshii provides seamless integration, which in turn reduces labour, and improves efficiency and accuracy,” Scotty says.
But the benefits don’t end there. In addition to simplifying the chaotic, ever-changing world of apps, Doshii also provides detailed, easy-to-access data about business operations, leading to smarter decisions and increased revenue.
For example, Doshii displays labour costs as a percentage of revenue in real time. Having that kind of information at his fingertips allows Scott to make smarter decisions about staffing by eliminating the burden of finicky, manual number-crunching. And with less on his plate, Scott now has more time to focus on what’s on his customers’.
Doshii can help you connect your ImposPLUS POS to a world of Apps to drive revenue and reduce costs. If you want to find out how we can help you and your venue, get in touch with Doshii directly at email@example.com