The context
A seasoned jack-of-all-trades entrepreneur, Faizal Jogiat has been developing Chicken Village, his fast food concept, since 2013.
In 2022, he successfully opened his third outlet in Bobigny, in the heart of a dynamic neighborhood.
His challenge: to serve up to 200 customers per hour
Ideally located between the Sorbonne Paris Nord University campus, the Courtillières residential area and numerous offices, Chicken Village benefits from a considerable catchment area. The restaurant attracts students from the campus as well as employees from the surrounding offices and families from the surrounding neighborhood.
Faizal's goal is to be able to provide quality service to all its customers.
"From the start, my biggest challenge was serving over 200 customers in an hour."
Aware that digital is the key to the success of the world's largest fast-food restaurants, he jumped at the chance, despite one reservation.
"As a hands-on entrepreneur, I don't master the whole digital part and I had a lot of expectations from my restaurant. So I was looking for a solution with local support and a team that responds and solves problems quickly."
He chose Innovorder for this reason, but also because it is the only solution on the market to offer a complete ecosystem that addresses all his issues:
- order taking (on the spot, to go, online),
- collection,
- preparation in the kitchen,
- and management of its activity.
After clearly defining his needs with Aurélien, his Innovorder advisor, Faizal equipped his brand new restaurant with :
- a certified cash register,
- control terminals,
- online ordering,
- production screens in the kitchen,
- customer display screens in the room,
- a coin-operated machine.
Tip #1: Make customers 100% autonomous
With 4 ordering kiosks at their disposal, customers no longer need to wait for waiters. They go directly to the screen and place their order, which is sent directly to the kitchen upon payment.
If they can take a little more time to choose their meal carefully, the impact on the average basket is not negligible. Indeed, by offering a wide choice on the kiosk via an optimized shopping path, Faizal makes additional sales that it would not necessarily do with a counter order.
👉 Across all of our clients, we have seen the average basket on the kiosks increase by up to 25%!
To further improve its organization, it has decided to completely free itself from the cashiering part.
If his customers want to pay in cash, they simply insert coins and bills directly into the coin slot. Since it is connected to his cash register, as is all his Innovorder equipment, he also keeps track of his accounts more quickly.
"On average, I collect about 10% of the orders via the coin-operated. Everything else goes through the kiosks. This way, my team can focus exclusively on the kitchen."
On the service side, Faizal's customers follow the preparation of their order on screens in the room. As soon as their order is ready, it is displayed as such on the screen. All they have to do is pick up their tray at the counter and sit down at the table.
Tip #2: Anticipate demand as much as possible
"Since Chicken Village is located next to a hotel where I installed QR-codes, hotel guests order directly from their room and they come to the restaurant to pick up their meal when it's ready. Soon, I will also install them in the Crous and on campus. The big advantage with this strategy is that I anticipate orders as much as possible."
With online ordering and Click and Collect, Faizal's customers place orders in advance with a predefined pick-up time at the counter.
In the kitchen, his team receives all the orders in advance and thus anticipates rush periods more serenely. They know exactly how many dishes to bring out and at what time. The production screens at each workstation indicate priorities with a color code, making everyone's job easier.
"With the production screensthey know exactly what they have to do. At the end, there are 0 mistakes. Before, there was all the gestures around the ticket: taking it, reading it, moving it, etc. During the rushes, twenty or so tickets were accumulating, the whole team was under pressure... Today, when you want to do a lot of orders, it's much more practical with a production screen. No more all that paper! "
Tip #3: Leverage data
Synchronized with each other, Innovorder solutions aggregate a great deal of data, which is invaluable for improving point-of-sale management: most ordered dishes, average basket size, ordering methods, etc.
In his business, Faizal has taken advantage of this information to increase room turnover by reducing time spent at the kiosks and preparation in the kitchen.
"During rush periods, I reduce my card on the terminals because I know that certain choices are more popular during those time slots. Using data from the back office, I choose to display only the best sales based on my customers' habits. This way my customers wait less time."
Result: 300 to 400 customers per day!
Thanks to its clever communication strategy and the introduction of online ordering, Faizal has succeeded in its bet and has a full house.
His terminals for taking orders on the spot and his meticulous organization in the kitchen allow him to serve all his customers, without creating frustration linked to a queue that has become... non-existent!
"We do 300 to 400 customers a day, and some days it goes up to 300 customers in an hour!"
Bravo Faizal for this successful opening!
You want to open a fast food restaurant or you already manage a fast food establishment?
Like Faizal, attract more customers and ensure your rush periods with peace of mind thanks to Innovorder solutions!
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