Overview & Context
Over the past few years RBI has launched a number of initiatives to improve the overall experiences of guests across the brands. However, consumer trends and expectations are continually evolving. BK’s and PLK’s competitors, both big and small players are also quick to adapt and catch-up in meeting expectation in the overall journey of guest experiences. To remain competitive for our brand, the RBI solution for Kiosk aims at expanding the omnichannel digital guest experience. Guests will be able to experience a personalized ordering experience at the kiosks in-restaurant, earn and redeem loyalty points, redeem coupons and offers and pay for their orders through the platform. Kiosk is increasingly important to all of RBI’s brands.
Core Features
With the Kiosk the following features will be available:
Menu - with all the categories available and product details, including nutritional information, product customization
Ordering - with cart preview, cart checkout and ability to choose service mode (takeout or dine-in), choice of payment method (now or at the counter)
Loyalty - ability to login via numeric code, check reward status, reward items (locked vs unlocked items) and redeem and earn points
Offers - with featured offers and offer purchase
📈 Business Impact
Kiosks are able to have a deep business impact by:
Driving known-diner and digital sales: users who identify themselves at the kiosk either through coupon redemption or loyalty redemption will be identifiable in our CRM stack and are more likely to become repeat customers
Increasing check size: Kiosks allow to market high-margin menu items, continually upsell and cross-sell to the guests without overwhelming or pressuring them. Guests also don’t have face-to-face contact, allowing them to spend more time on the menu and evaluating additional items. Furthermore item recommendations will be based on guests' buying behavior
Reducing staffing overhead costs: Guests can interact with self-serve experiences within the restaurant rather than needing to interact with a staff member
Improving customer experience & retention: Not only does it create a seamless brand experience alongside the web and app, but it also allows customers to more conveniently order food, more easily browse items without feeling rushed and customize their orders. Kiosks also boost order accuracy since human errors is not in the equation anymore. Furthermore, possible miscommunications are eliminated with the kiosk solution.
Marketing Loyalty and LTOs: Kiosks allow for marketing tiles to be put in place so that LTOs, new menu items, and upgrade options are known by the guests. Loyalty is easier to push and promote with the easy option of signing up for a loyalty program during the check-out process being incredibly valuable.
Benefits
The solution includes the kiosk app as well as integrations with pinpad, printer and/or scanner
Benefit from new features and functionalities according to RBI’s roadmap
Single Content Management System (CMS) - Sanity - for all digital platforms (web, app and kiosk)
Fully remote management after initial installation
Optimized for full HD resolution screens
Branding can be applied uniquely per brand
Components can de added on top of the core solution per market/region
Major POS solutions are already integrated (rPOS, Oracle Simphony, NCR Aloha and SICOM Omnichannel)
📱 UX/UI screenshots
Metrics
The main goal of Kiosk is to increase Same Store Sales (SSS). The following metrics & KPIS can be used to also measure success:
Increase of Average Check via customizations
Increase Retention & Frequency via a better user experience
⌨ Content Management System
Sanity is the Centralized Content Management System that RBI uses. It holds all restaurant information, including service modes, coordinates, opening hours and enabled services, as well as all menu information, including combos and coupons.
A Centralized Content Management System means that all content for all channels can be managed through one CMS. For example, if you’d like to change the description of one of your menu items, you log into the CMS and change it once for all the channels - website, app and kiosk. All menu items, marketing tiles, coupons, static pages, etc. live in the same place and only need to be configured once.
In a nutshell, you can customize your entire Website, App or Kiosk in this platform.
Furthermore, RBI has a Knowledge Base for FZ’s to learn how to use the CMS platform at their own pace. The platform:
Is frequently updated
Mitigates the risk of personnel turnover
Allows to re-read multiple times
👩⚖️ Legal
In Europe, there is a fiscal requirement: for transactions done via cashier and/or Kiosk, the “fiscal transaction” starts at the moment an item is added to the cart. This means the POS needs to send data to a fiscal software (EFSTA, in the case) continuously and, in the event of an abandoned cart, update the system as well.
For the Kiosk manufacturer, this means sending data to the POS about the different actions of the guest, so that the POS can do the referred tasks.
Hardware Minimum Requirements
4GB RAM Minimum (8GB Recommended)
32GB HD Minimum (128GB Recommended, SSD Recommended)
Intel Core i5 Generation 7 or newer