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Lack of Automation in Drive-thru Mobile Orders[Opportunity] Integrating Loyalty Data into Bookin

The drive-thru experience for Mobile Ordering customers is hindered by a lack of automation in the order-to-kitchen workflow in BookinAll. The QR code scanned by customers at the drive-thru does not include their Loyalty ID, necessitating manual intervention by cashiers to send the order to the kitchen for preparation. This lack of automation not only consumes valuable time but also increases the likelihood of human error, ultimately resulting in longer wait times and a degraded customer experience. Streamlining this process is essential to improve service speed and enhance customer satisfaction.

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Ordering Flow according to BookingAll:

1. Update: 05 Nov 2024

Helio talked to Paulo from Booking All to confirm the mobile ordering flow and how partners api should behave to address the automation that is needed. After the meeting today we got the following flow:

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Taking this flow in consideration the development should be done to provide an endpoint to BookingAll to inform the list of pending orders of an specific customer. These orders are the ones pending to be sent to the kitchen and that are from DRIVE_THRU service mode.

Target Audience

1. Mobile Ordering Customers

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1. Automated Loyalty ID Integration

   • Description: Update the getOrders endpoint in the RBI Partners APIs to include the customer Loyalty ID.

   • Rationale:

     • Essential for eliminating manual intervention and reducing order processing time.

     • Leverages the existing getOrders call in BookinAllBookingAll

     • Makes LoyaltyID available to other partners as well.

     • Documentation: https://euw3-dev-bk-partners-api.rbictg.com/docs/market/#tag/OrderAPI/operation/getOrders

   • Business Value: High; improves customer experience and operational efficiency.

2. Automated Order-to-Kitchen Workflow

   • Description: Modify BookingAll to automatically send orders to the kitchen once the QR code is scanned.

   • Rationale: Critical for streamlining the drive-thru process and minimizing human error.

   • Business Value: High; enhances service speed and accuracy, leading to higher customer satisfaction.

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1. How is this integration working now? What is the trigger point?

   1. The Customer scans a QR Code containing an ID of the Order

   2. The BookingAll solution gets information from the getOrders endpoint

2. Is BookingAll an RBI or Partner tool?

   1. It’s a partner tool

3. Is there a dependency on BookingAll? (new endpoint?)

   1. They will need to adjust the order-to-kitchen workflow to read the new LoyaltyId data from the getOrders endpoint and automatically send the Order to the kitchen.

   2. BookingAll to confirm the development timeline

   3. Need to organize integrated tests and UAT with BookingAll

4. Does this impact other countries? Is BookingAll used by all of Iberia?

5. Should this be sent to any other partner platform? (autoking?)

   1. By adding the information to the Partners API any other platform that might make use of it can already benefit from this solution.

6. Is there documentation on BookinAll integration?

7. Do we have data on how many Mobile Ordering orders are picked up in the drive?

   1. No, the data is not specific enough at the time.

8. This situation occurs in which markets/brands of Iberia?

9. The manual approve is only necessary for Drive Thru service mode? If yes, why the other service modes works automatically?

10. The process to approve the order in the POS oblige the restaurant employee to re-type the full order?

11. Why it is necessary the LoyaltyID to automated the process?

12. If the order was already injected in the POS, why BookingAll need to call the getOrder endpoint? Which information the POS needs at this point?

📈 Success Metrics

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