⏮️ Context

🎯 Problem Statement

Lack of Automation in Drive-thru Mobile Orders

The drive-thru experience for Mobile Ordering customers is hindered by a lack of automation in the order-to-kitchen workflow. 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.

❔ Expected Outcome

To address the automation issue in the drive-thru mobile orders, our proposed solution involves integrating the Loyalty ID directly into the QR codes scanned by customers. This integration will enable automatic identification of the customer’s loyalty profile and prompt the direct dispatch of the order to the kitchen without the need for manual intervention.

Details:

• Loyalty ID Integration: Modify the current QR code generation process to include the customer’s Loyalty ID.

• Backend Automation: Update the backend systems to recognize the Loyalty ID embedded in the QR code and trigger the order-to-kitchen workflow automatically.

• CRM Integration: Leverage partnerships with CRM partners like mParticle and Braze to ensure Loyalty IDs are seamlessly incorporated into customer profiles.

• Real-time Synchronization: Implement real-time data synchronization between the mobile app, website, and backend systems to ensure accurate and up-to-date information.

• User Experience: Maintain a user-friendly interface by ensuring that the app and website continue to provide clear instructions and feedback to customers during the drive-thru process.

Business Impact:

• Increased Efficiency: Automating the order-to-kitchen workflow will reduce reliance on manual actions, thereby decreasing the time required to process orders.

• Enhanced Customer Experience: Faster service times will lead to improved customer satisfaction and potentially higher customer retention rates.

• Reduced Errors: Minimizing human intervention in the order process will lower the chances of errors, contributing to more accurate order fulfillment.

• Revenue Growth: Satisfied customers are likely to frequent the drive-thru more often, potentially increasing sales.

• Strategic Alignment: This solution aligns with RBI’s strategic goals of enhancing customer engagement and leveraging technology to improve operational efficiency.

❓ Open questions

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

2. Is BookingAll an RBI or Partner tool?

   1. It’s a partner tool

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

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

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

6. Is there documentation on BookinAll integration?

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

📈 Success Metrics

Insights

1️⃣ Stakeholder Interviews

[Document here the main insights from interview if applicable]

2️⃣ Analytics

[Document here the main insights from analytics if applicable]

3️⃣ User Research

[Document here the main insights from research if applicable]

4️⃣ Competitor Landscape