Unwrapping Chipotle's Evolving Digital Ordering Strategy
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FEATURE STORY – PAGE 9
Unwrapping
Chipotle’s Evolving
Digital Ordering
Strategy
NEWS AND TRENDS – PAGE 13
Domino’s to test self-driving pizza delivery
DEEP DIVE – PAGE 18
QSRs turn to AI to upgrade their CRM strategies
D ECE M B E R 2019
04 What’s Inside
A look at how QSRs are creating compelling mobile ordering
services to capture more spending
09 Feature Story
Nicole West, vice president of digital strategy and product
at Chipotle, discusses the chain’s growing portfolio of
digital ordering channels and how such options affect labor
organization and delivery
13 News & Trends
The latest on restaurants’ automation efforts, including Salad
Station’s salad-making robots and Domino’s driverless delivery
service
18 Deep Dive
A data-driven analysis of how QSRs are embracing AI- and
ML-enhanced solutions to boost sales, personalize services
and spare workers from monotony
21 About
Information on PYMNTS and Paytronix
Acknowledgment
The Order To Eat Tracker® is done in collaboration
with Paytronix, and PYMNTS is grateful for the
company’s support and insight. PYMNTS.com
retains full editorial control over the following
findings, methodology and data analysis.
W H A T ’ S I N S I D E
Quick-service restaurants (QSRs) are well aware of con- how QSRs are rolling out both mobile and non-mobile
venient mobile order deliveries’ benefits. Customers innovations to smooth ordering and delivery.
typically spend more through mobile or online channels
than when buying in person, making delivery lucra- AROUND THE ORDER TO EAT SPACE
tive and prompting fast-casual chains to encourage Pizza chain Domino’s is putting a fresh focus on deliv-
such ordering. ery, recently announcing plans for self-driving vehicles
to deliver its orders around Houston, Texas. Customers
QSR titan Wendy’s has poured millions of dollars into
will receive mobile alerts and access codes when
digital investments, and its efforts have spurred a
their orders are nearby, and they can type the codes
20 percent increase in average mobile order check
into vehicles to retrieve their meals from specialized
sizes. Texas-based wings chain Wingstop has similarly
compartments.
worked to increase its mobile ordering service’s avail-
ability, intending to offer the options at 90 percent of its Another major brand is reexamining car-side meal col-
brick-and-mortar locations by the end of 2019. lection but focusing on drive-thru customers. KFC
is planning to improve its drive-thru technologies in
Existing mobile ordering service providers are develop-
2020, considering the use of artificial intelligence (AI)-
ing their offerings to keep customers returning. Mobile
enhanced digital menus to upsell select items and
delivery platform DoorDash announced a concept kitch-
improve orders’ accuracy.
en that differentiates itself from competing services by
allowing ordering customers to select items from var- Companies must ensure that their innovative updates
ious restaurants at once. The company is supporting are affecting customers as intended, however. Loyalty
the program via a virtual kitchen through which partici- program and customer engagement solution provid-
pating restaurants can make to-go-only items. er Paytronix recently released an order and delivery
module to help restaurants evaluate their customer ser-
Mobile is getting serious attention in the space but is
vice efforts, enabling store managers to survey patrons
far from the only developing channel for QSRs. The
shortly after they make purchases. The product allows
December Order To Eat Tracker® details the latest in
© 2019 PYMNTS.com All Rights Reserved | 5
W H A T ’ S I N S I D E
QSRs to address potentially unsatisfied consumers’
complaints and offer coupons that encourage a sec-
ond chance.
To learn more about these stories and other recent
headlines from the space, check out the Tracker’s News
and Trends section (p. 13).
UNWRAPPING CHIPOTLE’S DIGITAL
TRANSFORMATION
Fast casual restaurant chain Chipotle Mexican Grill re-
cently announced that it saw an 88 percent jump in
digital sales from last year. The news follows the addi-
tion of a voice-activated Amazon Alexa reordering skill
and the nationwide extension of Chipotle’s AI-powered
phone ordering system. In the Tracker’s Feature Story (p.
9), Nicole West, Chipotle’s vice president of digital strat-
egy and product, explains how the QSR engages with
customers as it expands its digital ordering services.
DEEP DIVE: HOW ENHANCED CRMs
CAN STRENGTHEN QSRs’ CUSTOMER
SERVICE
QSRs are harnessing the latest technologies to improve
customer relationship management (CRM) systems,
benefiting both their patrons and their bottom lines.
Companies like McDonald’s are using AI-powered dig-
ital drive-thru menus that recommend items based on
customer and environmental data, featuring hot items
like coffee on chilly days. The fast food chain is far from
alone in tapping into these innovations, though. This
month’s Deep Dive (p. 18) examines how QSRs are le-
veraging automation to improve order accuracy and
encourage spending as well as how such technologies
can brighten customers’ experiences.
6 | © 2019 PYMNTS.com All Rights Reserved
BUILDING CUSTOMER PROFILE
ACQUIRE ORDER EAT
CUSTOMERS
IN OUT
WEB APP STORE RESERVATION DELIVERY
PAYMENT REWARD REDEEM
IDENTIFY
PREFERENCES
PROMPT ANTICIPATE TARGET OFFERS
REORDER
One-to-one offers via email • SMS • In-app messages • Push notifications • Geofencing
© 2019 PYMNTS.com All Rights Reserved | 7
W H A T ’ S I N S I D E
10% 23,000
Share of Wendy’s total Number of McDonald’s
sales projected to restaurants offering
originate from digital delivery
orders by 2024
65% 16
Share of KFC orders Number of U.S.
made via drive-thru markets in which
lanes Starbucks delivers
25%
Year-over-year
increase in Dunkin’s FIVE
FAST
on-the-go mobile
order volume
FACTS
8 | © 2019 PYMNTS.com All Rights Reserved
Unwrapping Chipotle’s Evolving Digital
Ordering Strategy
Fast casual chain Chipotle Mexican Grill became one Recent data indicates that digital ordering capabili-
of the first major restaurant brands to pioneer the ties are a key ingredient in Chipotle’s business model.
mobile ordering experience in 2008. The company has Digital sales helped the company’s revenue jump by 15
since expanded its digital ordering portfolio to include percent in third quarter 2019, and its digital orders rose
AI-powered phone ordering, drive-thru pickup lanes and by 88 percent from the same quarter the previous year.
a reordering feature through Amazon’s Alexa. Such sales now represent 18 percent of the firm’s total
business.
10 | © 2019 PYMNTS.com All Rights ReservedF E A T U R E S T O R Y
Investing in digital ordering experiences is now a core question. Customers have fun with it and they love
part of the company’s business model, according to the ease.”
Nicole West, Chipotle’s vice president of digital strat-
She added that AI enables Chipotle to provide more
egy and product. West recently spoke with PYMNTS
convenient experiences, which are central to its digital
about how the chain supports ordering innovations and
ordering strategy. Offering a range of ordering methods
examines customers’ preferences to improve future
ensures that every point of engagement is as seamless
experiences.
as possible.
“In addition to menu innovation, digital innovation is
“I think customers expect to be able to engage with the
core to the experience we are looking to deliver to our
brand on their terms and to be able to order exactly what
customers,” West said.
they want, at the time they want it [and for it] to arrive in
front of them by the means they choose,” she said.
REAL INGREDIENTS MEET AI
Chipotle has rolled out several AI-powered digital or- HOW DIGITAL ORDERING DRIVES
dering solutions over the past year, and its most recent LABOR ORGANIZATION
innovation is an Amazon Alexa skill that enables cus- West explained that Chipotle addresses new technolog-
tomers to reorder their past meals via voice command. ical ordering capabilities with a two-pronged approach.
Users can download the Alexa app and activate the skill The first step involves utilizing a customized digital plat-
to place delivery orders on their favorite meals. form, which enables the QSR to add customer-facing
The chain also expanded its phone-based voice assis- ordering solutions as long as they follow specific pa-
tant ordering service to approximately 2,500 locations rameters and standards.
nationwide. The system prompts customers to place The second step requires ensuring that Chipotle staff
their orders and asks clarifying questions or suggests can handle the influx of both digital and in-person
optional ingredients. Customers can then pay for their orders. The chain established new “make lines” to pro-
food via the system, which saves customers’ preferenc- cess digital orders, and West said the lines would focus
es for future orders. on the accurate and efficient fulfillment of digitally ini-
West said these types of AI-powered enhancements tiated sales.
can resonate positively with customers. “Once volume started to pick up, it became evident that
“I think customers leave those experiences thinking, the future of the digital business was going to contin-
‘Wow, that was really easy and pretty cool! I am able to ue to grow,” West said. “We needed to make sure that
get Chipotle ordered exactly how I want it, really quick- our [operations] team was able to handle that with ease.”
ly,’” West said. “When ordered the exact same way the
next time, [the system is] already smarter and is able to
interpret exactly what they want and get it right without
© 2019 PYMNTS.com All Rights Reserved | 11F E A T U R E S T O R Y
ENHANCING DELIVERY EXPERIENCES
Orders assembled by the second Chipotle make line are
Under The
placed on pickup shelves for customers who phoned
in or used their mobile devices to make purchases. HOOD
This second make line is also critical to ensuring that
Chipotle can quickly fulfill delivery orders and hand
them off to third-party services like DoorDash and Nicole West, Chipotle’s vice president of
Postmates. West said Chipotle observed increased digital strategy and product, explains the
demand for delivery in various regions across the U.S. QSR chain’s twofold investment approach
toward digital ordering technology.
when it first began partnering with delivery provid-
ers in 2015.
“Our customers have been asking for delivery in more “One is the technical foundation. We built a plat-
and more places,” she said. “We’re fortunate because form that is custom-designed, architected and built
our ops teams are well set up with a make line to execute in-house that allows us to pretty simply add new
on delivery orders. We’ve been able to give customers customer-facing order channels, as long as all of the
exactly what they want from that delivery experience.” standards and many rules are followed. That founda-
tion, that platform, is critical to our ability to add new
Chipotle’s digital strategy has addressed significant
order channels.
shifts in how the chain handles back-end operations,
how customers place orders and how the company ful- On the other side — downstream or a bit behind the
fills delivery requests. New tools and innovations like scenes — are our teams in restaurants who are ex-
AI, delivery partnerships and upgraded operations man- ecuting the orders. We’ve really taken care to make
agement methods are proving to be welcome additions sure they have all the tools they need to execute
to the chain’s digital menu. quickly and accurately on all the orders as volume
continues to increase. All of our restaurants are
now equipped with digital ‘make lines,’ [which are
like] mini-digital restaurants within the restaurants.
They’re also equipped with mobile order pickup
shelves. As orders are completed, they’re placed on
these shelves for customers and delivery providers
to pick up. We’ve continued to roll out ‘Chipotlanes,’
which are drive-thru pickup windows. Reaction to
that has been positive, both with our customers and
with our crew members.”
12 | © 2019 PYMNTS.com All Rights ReservedN E W S & T R E N D S
Delivering on McDONALD’S LOOKS FOR DELIVERY
TO DRIVE SALES, CONTINUES
customer service TECH PUSH
STARBUCKS ROLLS OUT DELIVERY TO Delivery is becoming a premium revenue source for
ADDITIONAL US MARKETS QSRs, even as many spend to innovate their digital tech-
nologies at brick-and-mortar locations. McDonald’s is
United States-based coffee chain Starbucks is among
among chains that have seen online delivery figures
several QSRs looking to satisfy customers with online
jump in the past three years, expanding its own service
delivery. The company has expanded its partnership
to encompass 10,000 restaurants — 70 percent of its
with third-party delivery platform Uber Eats to serve
locations — across the U.S. Delivery is also expected
Atlanta, Denver, Philadelphia, Phoenix, New Jersey and
to generate $4 billion in sales for the chain by the end
the New York metro area, aiming to make delivery na-
of 2019, according to recent interviews with company
tionwide by the end of 2020. The Starbucks Delivers
executives.
service was launched in late 2018 and now operates in
16 U.S. markets. That $4 billion will account for just 4 percent of
McDonald’s total sales for the year, however. Such a
Starbucks has also expanded its platform outside the
figure could explain the company’s increased spend-
U.S., launching the program in 15 international markets
ing on storefront technologies, including the AI and
including Canada, China, Hong Kong, Indonesia, Japan,
data-driven interactive menus at drive-thrus possible
Mexico and the United Kingdom. It has partnered with
via its recent acquisition of technology and AI provid-
mobile delivery firm Ele.me, which Chinese eCommerce
er Dynamic Yield.
company Alibaba supports, for its Chinese deliveries.
WINGSTOP EMPHASIZES DIGITAL
BURGER KING SUPPORTS ONLINE
SALES, EXPLORES DELIVERY
DELIVERY THROUGH UBER EATS
INNOVATIONS
Third-party platforms are competing to deliver orders for
Texas-based chicken wing QSR Wingstop is adding
QSR brands that need to reach diners at home. Burger
to its digital sales figures as it focuses on its mobile
King recently announced it will partner with Uber Eats to
app ordering and online delivery capabilities. Digital
deliver to the former’s U.S. customers, and it promoted
sales now account for 36 percent of the chain’s total,
the service’s launch with free delivery for a limited time.
which reached $49.9 million in third quarter 2019, and
The partnership allows customers to order through the
Wingstop is pushing to boost that share through online
Uber Eats app rather than Burger King’s. The QSR will
and mobile delivery initiatives. CEO Charles Morrison
thus not have to compete for space on consumers’
said the brand’s long-term goal is to make every trans-
smartphones, though it could see reduced user engage-
action digital and that the intends to offer delivery at 90
ment and orders compared to a branded offering.
percent of its locations by the end of 2019.
14 | © 2019 PYMNTS.com All Rights ReservedN E W S & T R E N D S
Expansion strategies KFC TO EXPLORE AI-DRIVEN DIGITAL
MENU BOARDS IN 2020
DOORDASH LAUNCHES GHOST Established QSRs are developing AI to improve cus-
KITCHEN CONCEPT IN CALIFORNIA tomers’ ordering experiences at drive-thrus and
Some third-party delivery apps are using ghost or virtual physical locations. Fast food chain KFC announced
kitchens to expand their delivery offerings, and mobile that it will focus on such innovations in 2020, and its
delivery platform DoorDash recently announced one chief technology officer, Christopher Caldwell, said the
such venture in Redwood City, California. Its DoorDash company could potentially roll out AI-powered digital
Kitchens concept is similar to one that delivery platform menu boards at its restaurants. The technology would
Grubhub and fast-casual restaurant chain Just Salad increase drive-thru orders’ accuracy or upsell certain
launched earlier this year. DoorDash is differentiating menu items.
its ghost kitchen by allowing users to order items from
Drive-thru orders account for 65 percent of KFC’s total,
more than one QSR, a feature Grubhub currently does
and the chain is examining how to effectively leverage
not offer. The DoorDash kitchen will fulfill orders from
the channel as digital ordering becomes more preva-
Giant Hamburgers, The Halal Guys and Rooster & Rice,
lent. The company is also researching how AI-enabled
among other chains, delivering to 13 neighborhoods
menu boards could affect the nature of QSR jobs and
around Redwood City, including Atherton, Belmont and
alter drive-thru workers’ roles.
Palo Alto.
© 2019 PYMNTS.com All Rights Reserved | 15N E W S & T R E N D S
WENDY’S ANNOUNCES GOAL TO Nuro’s electric cars are designed to make deliveries all
INCREASE DIGITAL ORDERS BY 2024 day without recharging, and Domino’s customers who
KFC is examining new technologies to bolster its receive driverless delivery orders will be sent mobile
drive-thru sales, but other QSRs are refocusing on notifications and access codes when their orders are
other ordering channels. Wendy’s officials announced nearby. The codes allow them retrieve their stored or-
during the chain’s latest earnings call that the compa- ders from individual compartments.
ny is working to make digital orders 10 percent of its
total sales, a goal it hopes to meet by 2024. Digital or- SALAD STATION TO DEPLOY MORE
SALAD-MAKING ROBOTS
ders currently account for 2 percent of its orders, and
the company has invested $25 million into platform Louisiana-based QSR Salad Station is looking to bring
development. 100 of its salad-making robot kiosks to Houston within
the next three years. The kiosks were developed by au-
Laura Titas, Wendy’s chief digital experience officer,
tomated technology provider Chowbotics Inc., and each
noted that customers are consistently spending more
machine takes 60 seconds to create one of approxi-
through both online and mobile channels than in stores.
mately 1,000 different salad types. The QSR is relying
Company research research shows mobile order sizes
on the solution to increase order speed and accuracy as
are 20 percent larger than those made via other meth-
well as build a more technology-heavy brand.
ods and that delivery is becoming the channel through
which consumers spend the most — delivery checks are Salad Station is using the kiosks as part of a partner-
50 to 60 percent larger on average than those made at ship with salad robot provider RoboFresh, aiming to
drive-thrus or physical locations. install the solutions at the QSR’s new brick-and-mortar
restaurants. Five locations featuring the technology will
open in Houston within the next three years, with 40
Automation and more planned for rollout over the next decade.
innovation
KFC UK AND IRELAND DEPLOYS
DOMINO’S WILL TEST DELIVERY KITCHEN AUTOMATION SOFTWARE AT
ROBOTS IN HOUSTON MORE THAN 900 STORES
Pizza chain Domino’s relies on its own drivers to deliv- KFC has successfully tested new delivery-focused
er orders, putting it at a disadvantage when competing kitchen management software and will deploy the solu-
with QSRs that use third-party platforms. The compa- tion at more than 900 locations across Ireland and the
ny is thus experimenting with robot delivery methods. It United Kingdom. The QSR has selected ConnectSmart
is partnering with autonomous vehicle and technology Kitchen automation software from technology firm
provider Nuro to roll out its first driverless vehicle solu- QSR Automations to boost its order fulfillment speed
tions in Houston, Texas by the end of 2019. and efficiency after the trial resulted in decreased order
error rates. The product can provide management
16 | © 2019 PYMNTS.com All Rights ReservedN E W S & T R E N D S
capabilities from secure and centralized locations, FEEDback to help QSR managers improve online cus-
track staff performance metrics in real time and help tomer engagement. The solution helps managers
kitchen stations better handle dine-in and delivery or- gauge customers’ interactions and quickly intervene
ders. The software’s rollout was driven by the chain’s when guests have had unsatisfactory ordering or deliv-
desire to streamline its operations and exceed delivery ery experiences.
demands, according to Brad Scheiner, chief technology
FEEDback works by sending customers surveys with-
officer of KFC U.K. and Ireland.
in two hours of their orders that ask them to rate their
experiences on a scale of one to five. Responses are
Rewards and features consolidated into reports highlighting results along
with each guest’s lifetime value and are immediate-
DUNKIN’ ENHANCES DIGITAL
ly made available to store managers, who can address
REWARDS, LOYALTY TO ENTICE
CUSTOMERS customers’ grievances by sending them automated or
customized apology messages as well as coupons.
Other QSRs are turning to online loyalty and rewards of-
ferings to boost ordering, including coffee chain Dunkin’.
The QSR expanded its DD Perks loyalty system to all
U.S. members in early September, allowing customers
to earn points regardless of their payment methods. It
built on the program’s expansion by creating an on-the-
go “guest ordering” feature that allows non-Perks
members to make mobile orders. Dunkin’ processed 18
million such mobile orders in Q3 2019.
The new features allow Dunkin’ to better engage with
mobile customers who are not members of its loyalty
program. Giving non-members incentives to download
the app could lead to an increase in DD Perks signups
over the next few quarters.
PAYTRONIX INTRODUCES FEEDBACK
FEATURE
Dunkin’ is not the only brand unveiling new features to
encourage repeat customer ordering. Loyalty program
and customer engagement solutions provider Paytronix
recently rolled out an order and delivery module called
© 2019 PYMNTS.com All Rights Reserved | 17Serving Up Better Customer Service
With Enhanced CRM
Almost everyone has experienced a quick food run that Using complex data systems to boost business is
turned into a 45-minute ordeal, but such delays are sometimes seen as a cold, calculating way to run cus-
bad news for both QSRs and patrons. Long drive-thru tomer service-focused industries, but QSRs are using
lines can overwhelm employees and frustrate custom- AI-based CRM tools to benefit themselves and their
ers, occasionally irritating the latter enough that they consumers. The following Deep Dive explores how such
leave without making purchases. It is thus no wonder software solutions can personalize and enhance con-
so many big-name QSRs are turning to the latest digital sumers’ fast food experiences.
technologies to tackle the problem.
PERSONALIZING CRM WITH AI AND ML
McDonalds acquired AI startup Dynamic Yield for $300
CRM refers to the collection of procedures — usual-
million in March 2019 to integrate the latter’s solutions
ly software solutions — businesses use to interact
into its CRM platform. The new system will maximize
with their customers. AI- and machine learning (ML)-
profits by enticing drive-thru customers to order addi-
supported systems are at the cutting edge of CRM, and
tional or more expensive menu items, increasing output
the market for related AI solutions is rapidly expanding.
per second for each location.
Some estimates claim AI-enabled CRM software is on
Dynamic Yield’s system gathers data on McDonald’s
course to increase global business revenue by as much
customers and records environmental factors such as
as $1.1 trillion from 2017 to 2021. Using such tech-
location, precipitation and temperature. It then uses
nologies to enhance CRM capabilities allows QSRs to
AI to analyze the data and determine which items con-
provide customers with AI-enabled screen access at
sumers would be most likely to purchase via drive-thru,
select McDonald’s drive-thrus, offering personaliza-
allowing smart screens to display products like
tion that would be impossible to match by relying on
McFlurries on warm days or hot coffee on cold days, for
traditional Excel spreadsheet analysis. QSRs have
example. Some McDonald’s locations already use such
historically used the latter method to review custom-
solutions, and the company eventually plans to add the
ers’ data.
technology to 14,000 U.S. restaurants via drive-thrus,
self-service kiosks and its mobile app. Some QSRs are taking AI-powered solutions even fur-
ther, providing mobile apps that allow customers to
Implementing this high-level data analysis at such a
access such services wherever they are — or at least
massive scale may seem like a Herculean task, but
wherever they are before they pull into drive-thrus.
McDonald’s is far from the only major QSR chain at-
Sonic introduced a mobile app in May that authenti-
tempting to do so. Starbucks spent much of 2019
cates customers’ identities when they log in, retrieving
enhancing its own CRM system with an AI solution
their data and providing them with customized menus
called Deep Brew to automate menial tasks, and KFC
catered to their tastes. The app then allows them to
and Taco Bell are testing similar concepts at their U.S.-
change their menu options and place their orders using
based self-service kiosks and drive-thrus.
voice-recognition technology.
© 2019 PYMNTS.com All Rights Reserved | 19D E E P D I V E
Such AI-powered solutions bring the personalization of- also give employees more time to foster personal rela-
fered at brick-and-mortar locations to customers’ cars, tionships with brick-and-mortar customers.
homes or anywhere else they use merchants’ apps.
Many QSRs see integrated AI- and ML-based CRM sys-
Consumers once stepped up to registers at their usual
tems as tools that can automate routine functions,
fast food locations and ordered from familiar faces
enabling human workers to concentrate on customer
who knew their favorite items by heart. They can enjoy
service. Starbucks’ CEO Kevin Johnson said the com-
similar experiences via digital technology, thanks to
pany’s goal for its Deep Brew AI is less to reduce costs
AI-enabled CRM software.
and enhance efficiency but more to focus on “nurtur-
ing humanity” by giving monotonous tasks to machines,
EXPANDING SERVICE: THE CLOUD
FACTOR allowing employees to engage in more creative, reward-
ing pursuits. Such prioritization will give workers more
AI and ML are useful tools, but both run on data. This
time and energy to foster strong interpersonal relation-
means QSRs must collect and store customer and en-
ships with customers.
vironmental information to harness the full potential of
these technologies. Relying on machines and algorithms to perform basic
tasks also reduces human error, and these faster au-
Such data has historically been stored on in-house
tomated processes can reduce the time customers
servers, but many QSRs are forgoing these solutions for
spend in line. QSR Chipotle Mexican Grill has seen suc-
cloud-based servers outsourced from third-party pro-
cess with its own AI-based ordering system, which was
viders for several reasons. Cloud servers are cheaper
introduced earlier this year. The system converses with
to set up and maintain, and they streamline the obtain-
drive-thru customers and transfers the information to
ing and sharing of data because they can be accessed
human employees, who can more quickly begin working
from any location with Wi-Fi.
on orders. It also ensures that orders are not misheard
Starbucks is a prime example of a QSR that is using and shields employees from dealing with difficult pa-
cloud-based data storage capabilities to expand its trons. The company hopes to implement the system at
reach. It announced in July that it was teaming up all 2,500 U.S. locations by 2020.
with technology startup Brightloom on a cloud-based
The industry is growing increasingly reliant on
solution to bring order-ahead and other services to cus-
cutting-edge technologies such as AI, ML and
tomers around the globe. The reason was simple: The
cloud-based data storage, but this does not mean QSRs
coffee chain operates in 80 markets, but its mobile app
are no longer delivering personalized customer service.
and order-ahead services were available in only half of
These technologies are instead helping businesses find
them. The proposed cloud solution would bring these
new ways to deliver high-quality customer service while
features to all its customers.
reducing human strain. It thus falls on individual QSRs
FREEING EMPLOYEES FROM to determine which technologies should enhance their
MONOTONY CRM systems and how those solutions can be tailored
Offering customers personalized services is just one to provide ideal customer experiences.
benefit of AI-enabled CRM tools. Such solutions can
20 | © 2019 PYMNTS.com All Rights ReservedPYMNTS.com is where the best minds and the best content
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Paytronix provides software-as-a-service (SaaS) custom-
er experience management (CXM) services for restaurants.
Its portfolio includes loyalty, gift and email solutions for
fast-casual, fast food and quick service restaurants. Once
implemented, these can be used to help establishments el-
evate their brand profiles. Its offerings can also be used to
generate data insights to help restaurants pinpoint opportuni-
ties to improve their operations and customer engagements.
The company’s platform can integrate with many wide-
ly used restaurant POS systems. For more information, visit
https://www.paytronix.com.
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