Icelandic hamburger restaurant chain Metro improves its customer experience with new self-service solution from Finnish company Yonoton.
With the solution, clients can make orders from various sales channels; cash register, self-service kiosk, online store or smartphone. Orders are registered, paid and sent directly to the kitchen staff's order management screens for preparing in the correct chronological order, depending on when the customer requests to have the order processed.
"We at Metro had been looking for a self-service solution for some time. We needed a solution that further improves the customer experience, reduces queues and shortens waiting time, as well as increasing automation and the flow of information to the kitchen and staff," says Adolf Jóhannesson, Metro's operations manager.
"We subsequently received an introduction to Yonoton from Origo Iceland and ended up with an exciting solution that offers a number of possibilities for our business."
Adolf also says that the installation and implementation process was very smooth:
"What stood out in particular was the staff at Origo's and how well they were familiar with the solution. They did a very good job and provided us with good training and advice during the implementation of the solution".
The solution has been very well received by customers and staff
With the solution, there is less chance of mistakes, it is easy to expand or add to an order, as well as offering the most customized options. Guest wait times are reduced and the number of orders processed increases, especially during peak hours, improving the overall customer experience. You can also monitor the status of the order on an information screen or on a smartphone.
Adolf says that Metro customers have accepted the new solution very well.
"Customers appreciate being able to look at the menu in peace, and visual presentation is very important. It is also gratifying to see that a considerable number of customers walk straight to the self-service stands without considering going to the traditional counter. Sales of side dishes and sauces have also increased significantly."
The solution has also had a positive effect on staff and daily operations.
"Yes, the staff is extremely happy with this new addition for us. The kitchen display screens have improved the efficiency of the staff and everyone are particularly pleased with that functionality".
Focus on analyzing data and improving experience
Metro intends to increase the number of self-service kiosks and further develop the process to improve the customer experience. They have also started using another Finnish company Zoined, an analysis tool that is directly integrated to Yonoton's omnichannel solution and allows Metro to receive detailed information about their operations such as stock levels, peak hours, interest in products and much more.
"The future with Yonoton is very bright. We are very interested in further analyzing the data and how we can adapt our operations based on peak times, sales and service. We are excited to see how we can take advantage of this solution to even increase the number of restaurants, grow and improve even further," says Adolf.
Yonoton services in Iceland are represented by Origo Iceland. Receive all information about Yonoton from Origo's customer service team, visit:
https://stornu.origo.is/lausnir/afgreidslu-og-stornuarlausnir