using innovation to drive restaurant transformation - xerox fstec presentaton
DESCRIPTION
The technological revolution has hit restaurants. Several innovations in mobility, automation, analytics and digital/video are aimed at improving the overall guest experience. In fact, in-restaurant kiosks and mobile apps have directly fueled customer loyalty programs. In this presentation, we will highlight some of these best practices in technology innovations and how they are being used in restaurants to improve the guest experience. Also, we will discuss strategies for successfully navigating through the rapidly growing technology tsunami, which includes more vendors, maintenance patches and system updates to keep everything up and running in your restaurants.TRANSCRIPT
Using Innovation to Drive Restaurant Transformation
Solution Overview September 2014
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Restaurant Wait Management
Loyalty
Mobility
Social
Supply Chain / Order Management
Dynamic Drive Thru
Seamless Channel Integration
How Are Restaurants Creating A Consistent Customer Experience?
What’s Happening in the Restaurant
• New technology & investments having a positive impact on sales the guest experience
• In-restaurant kiosks, apps, and mobile programs fuel customer loyalty and experience
• Few resources are available to manage rapidly growing technology tsunami
• More vendors, maintenance patches, and system updates are required to keep everything running
Restaurant Transformation
Automation Mobility Analytics Digital/Video
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Innovation – Our Innovative Spirit and Passion Still Drives Us
India
Fuji Xerox Research Japan
Xerox Research Centre France
Palo Alto Research Center California Xerox Research
Center New York
Xerox Research Centre Canada
• $1.5 billion invested in R&D each year, jointly with Fuji Xerox
• 5 research centers in the U.S., Canada, Europe and India
• 10,000 active patents, 20 U.S. patents awarded weekly “The best way to predict the future
is to invent it.” - Alan Kay, former Xerox PARC scientist
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Analytics
Social Media
Social Analytics
58% of millennials will share personal info in exchange for coupons, free samples or sneak peeks at product reviews 77% consumers are likely to purchase more when offered personalized product recommendations 44% of millennials appreciate when companies target communications based on personal data
Reputation management
Campaign Insights
Loyalty
Customer Profiles
Targeted Email Offer
Mobility – Location Based Marketing
By 2018, 4.5 million beacons will have been installed
77% of consumers are willing to share their location… as long as they get discounts.
40% of mobile wallet users say it’s become their preferred method of payment.
570 million smartphones are “beacon compatible”
Mobile & online orders are on average 30% higher than the average restaurant ticket
“Restaurants can be beacon enabled to entice people inside, call a server to the table, provide a view of the remaining wait time and pay the check.”
Sources: Mobile Enterprise, Business Insider, Neilsen 2014, Mobile Marketing Association
Innovation Project: NearMe Contextual Targeting
Recommendations that are relevant based on time and location
• Behavioral traits, social stimuli and context all govern human action • Recommendations should add value to the context of the user
Context Measurements Analytics
Social Ecosystem: web, mobile, device, social media
Users’ interests
Product / Retail Food Work Travel Home Entertainment
Innovation Project: Video Analytics Platform
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Human Tracking & Timing
Vehicle Tracking & Timing
Retail Applications • Multipurpose Camera
Infrastructure: Security, Operations & Analytics
• Real-Time Customer Queue Management
• Real-Time Drive Through Queue Management
• Shoplifter Face-Matching • Store Shelf Product Identification
– Product Placement Compliance – Planogram Compliance – Shelf Label Printing in-Store Walk Sequence
• Parking Lot Vehicle Tracking & Timing
Xerox is helping clients leverage In-Store & Parking Lot Retail Video Analytics Services
Automation – Asset Health
The importance of taking care of tech…
30% of millennials seek out restaurants with technology and say it makes a difference in their dining experience.
So do 25% of consumers with kids under 18
New devices in the restaurant …
Table top ordering & tablet POS are two of the hottest onsite restaurant tech trends.
96% of 18-34 year olds say having a kiosk in a restaurant is a benefit.
63% off consumers would use a kiosk to place orders and pay for food at a a quick serve restaurant
Incident / Request Remote Monitoring
Xerox Service Desk 24/7 Support
Retail Operations Center 24/7 Monitoring
Store
Problem Management
• Diagnostic • Preventive • Predictive
• Major incident review • Problem/Error control • Identifying trends • Proactive prevention
of problems
Performance Monitoring and BI
Advanced Store Analytics
In-store issues • Identification of potential issues • Proactively work to resolve issues early • Ensures store technology
is up to date • Efficient distribution of system updates & patches • Ensures store technology availability
ITSM Platform
Innovation Project: Retail Asset Health
Introducing The Restaurant Command Center
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Each plays a role in a retailer’s store level technological health
Comprised of at least four distinct components:
Continuous Innovation
Support Center
End to End Technology Management
IT Service Management
Data
IT Service Management
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• Remote monitoring for infrastructure efficiency • Administration, maintenance, and patching for all devices • Data transformation / data movement
o Vehicle for pricing, transactional , and application types of data o Infrastructure health monitoring and issue prevention data
=
In-store issues • Identification of potential issues • Proactively work to resolve
issues early • Ensures store technology
is up to date • Efficient distribution of system
updates & patches • Ensures store technology
availability
Minimize service interruption =
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Phone, Email, Chat Contact in Multiple Languages
Service Levels Aligned with Customer Sat and Reduced Issues
Single Point of Contact Across 8 Global Facilities
Identification of potential issues
Incident Management And Escalation
Global Facilities • Fargo, ND • Grand Forks, ND • Clovis, NM • Monterrey, Mexico • London, England • Chendu, China • Manila, Philippines • Krakow, Poland
Ensures store Technology is up to date
Restore technology issues quickly
Implement communication channels to optimize interactions
Support Center Contact Center & Application Support
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Digital Signage
In store Servers
Sensor Management
POS Field Service Installation & Repair
Service Desk
Mobility
Network Technology Deployment Applications
• Single accountability /single ownership for all store issues
• Predictive analysis & Preventive maintenance
• Log & Trend analysis • Issue reduction metrics • Improved time to resolution • Consistent release level
management • Singular governance representation
to replace multiple vendor entities usually managed by IT with respect to store devices
• Centralized management strategies with vendors to provide synergies
- Lead centrally, support regionally, using leveraged support models with vendors Ensures store technology performs at top levels
End to End Technology Management
Possessed Support Center tickets for over 41,000 of our client’s stores from one of 8 global Store Support Centers.
New store builds and refreshes with installation/configuration of store infrastructure, on-going touch labor, and preventive maintenance services
21,000 Stores in Research & Development towards specific innovation projects and efforts in partnership with our clients.
Managed global devices with proactive error resolution, monitoring, patching, maintenance and administration responsibilities.
450,000 1,500,000
Millions
Restaurant Command Center Results
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Benefits of Outsourcing Restaurant Technology Management
Support Omni-Channel initiatives more effectively – Maximizes customer experience – Consolidates technology and other
assets at a centralized level – Provides an OpEx approach rather than
CapEx, reduces overall costs, and increases ROI
– Provides real-time, centralized control of all types of assets
– Mitigates financial risk associated with technology, and non-technology issues
– Reduces issues at store
Paul W. Wolf Vice President Xerox Services, Retail & Consumer Products Information Technology Outsourcing [email protected] 972.679.7306 Mobile Angela Rakis Vice President Xerox Services, Retail & Consumer Products Information Technology Outsourcing [email protected] 513.374.1253 Mobile www.xerox.com/businessservices
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