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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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Step 1: In the sales screen, click on the PIE symbol. |
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Step 2: Click on "WinRest Booking - Pending Orders" |
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Step 3: If there are orders ready to be handled, you will need to give your approval to proceed with processing them. Once approved the order is sent to the kitchen. At this point, the BookinAll system calls the getOrders endpoint from the RBI’s Partners API to get additional Order information to send the correct Products to the Kitchen. |
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If no orders are waiting to be processed, a notification will inform you of this. |
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Ordering Flow according to BookingAll:
Update:
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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To address the identified opportunity, the proposed solution is to enhance the existing BookingAll system by integrating the customer Loyalty ID into the drive-thru order workflow. This involves updating the getOrders endpoint to include the customer's Loyalty ID. Once the endpoint is updated, the BookingAll system will be configured to automatically send the order to the kitchen without requiring manual intervention from the cashier.
Key Features:
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Endpoint Modification: Update the getOrders endpoint in the RBI Partners API to include the Loyalty ID of the customer.
Documentation: https://euw3-dev-bk-partners-api.rbictg.com/docs/market/#tag/OrderAPI/operation/getOrders
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Workflow Automation: Adjust the BookingAll system to recognize the Loyalty ID and automatically send the order details to the kitchen, bypassing the need for manual processing.
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Business Impact:
Reduced Wait Times: Automation can cut down the time required to process drive-thru orders, leading to faster service times and improved customer satisfaction.
Enhanced Accuracy: Minimizing human intervention will reduce the likelihood of errors, ensuring that orders are accurately prepared.
Increased Efficiency: Streamlining the order-to-kitchen workflow will lead to better resource utilization and operational efficiencies.
Customer Retention: Improved service quality and reduced wait times will contribute to higher customer retention rates and increased loyalty program engagement.
Alignment with Strategic Goals: This solution aligns with RBI's strategic goals of enhancing customer experience and leveraging technology to improve operational efficiencies.
Must-Haves
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 BookingAll
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.
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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How is this integration working now? What is the trigger point?
The Customer scans a QR Code containing an ID of the Order
The BookingAll solution gets information from the
getOrdersendpoint
Is BookingAll an RBI or Partner tool?
It’s a partner tool
Is there a dependency on BookingAll? (new endpoint?)
They will need to adjust the order-to-kitchen workflow to read the new LoyaltyId data from the
getOrdersendpoint and automatically send the Order to the kitchen.BookingAll to confirm the development timeline
Need to organize integrated tests and UAT with BookingAll
Does this impact other countries? Is BookingAll used by all of Iberia?
Should this be sent to any other partner platform? (autoking?)
By adding the information to the Partners API any other platform that might make use of it can already benefit from this solution.
Is there documentation on BookinAll integration?
Do we have data on how many Mobile Ordering orders are picked up in the drive?
No, the data is not specific enough at the time.
This situation occurs in which markets/brands of Iberia?
The manual approve is only necessary for Drive Thru service mode? If yes, why the other service modes works automatically?
The process to approve the order in the POS oblige the restaurant employee to re-type the full order?
Why it is necessary the LoyaltyID to automated the process?
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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