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Restaurants See Increased Customer Satisfaction Using Tablet PCs

This is the 2nd post of our guest blogs and it comes from Andy Anton, Inside Sales for the eastern United States and International at MobileDemand.

Restaurants boost profits and customer satisfaction by using mobile rugged tablet PC systems to modernize the customer experience.

Restaurant patrons are quickly becoming accustomed to having more control over their dining experience due to the emergence of mobile computing in the restaurant industry. Whether at a nationwide fast food chain or a casual dining restaurant customers are having their expectations met by the industries new focus on adopting mobile computing to improve their satisfaction.

rugged tablet pc restaurant operationsMost of the fast food chains have been using mobile computing for line busting and speed up walk-in and drive-up traffic at their busier locations for the past view years. As point-of-sale (POS) and Wi-Fi technology improve, fully rugged tablet PC systems can utilized for unmanned ordering kiosks or even tabletop mounted ordering and entertainment hubs. Instead of waiting in a crowded line with your children in tow, the family on the move can find a booth, place their dinner order and pay for it, then bring up a game for the kids to enjoy while waiting for their order to be delivered all while seated.

The casual dining industry is also starting to see the benefits of utilizing rugged tablets. Larger restaurant chains such as Chili’s, Applebee’s and TGI Friday’s are all utilizing rugged tablets to improve their bottom line. These chains are finding that patrons enjoy the flexibility that tabletop ordering can provide.  Owners are seeing improved table turn times as well as increased tickets since the whole process is not dependent upon a server taking your order or remembering to offer you another drink or the night’s special, appetizer or dessert.

Servers may forget to offer these, but the tabletop ordering system won’t. Another one of the things that consumers enjoy is the ability to pay at the table. Most patrons agree that the time it takes to give a server your credit card and then have them go and run the card and then return it to the table takes too long. Most customers, when polled, will give an inflated estimate of how long this process takes (Anywhere from 5 to 10 minutes longer than it actually takes). Consumers also enjoy the pay at the table option because they maintain possession of their credit card at all times and this decreases the chances of identity theft.

Restaurateurs also look at the total cost of ownership of implementing self-serve kiosks and tabletop ordering systems before rolling out these new solutions company-wide. Having a durable rugged tablet PC solution that can withstand spills and drops is the key to tabletop displays and kiosks becoming a fixture in the restaurant industry. The goal is to improve the bottom line while also improving the customer experience.

Like all emerging technology, the initial findings of improved table turn time and customer satisfaction with the dining experience are just the beginning for the profitability of rugged tablet displays in restaurants. Recent studies have shown that these self-ordering tabletop kiosks can entice customers to order more by using vivid photos of entrees and displaying specials. The rugged tablet PCs can even become a revenue stream for advertisements by local companies or vendors such as liquor companies.

As long as these early implementers continue to see profits increase while maintaining customer satisfaction, the industry as a whole will continue to adopt the technology and develop new profit streams from its use.



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