QSR Technologies for Growth and Competitiveness

We are in an era of digitization and Quick Service restaurant(QSR) industry is not a stranger to this era. Digitization has accelerated in last 5 years. Rising operating costs, high staff turnover, manpower shortages and a constant struggle to attract and retain customers are some of the drivers for increased digitization. Customer’s habits are also changing. People are more “open” to use and explore new technologies.

Some of the key technologies which can help QSR chains to be ahead of the curve are as under:

1.????? Artificial Intelligence (AI) and Machine Learning ( ML):

Artificial Intelligence (AI) and Machine Learning (ML) algorithms can change how QSRs operate. ?AI and ML can help in predictive ordering, voice activated ordering systems, AI powered Kitchen Management systems, AI assisted inventory systems and so on. The role of AI and ML will be most profound on efficiency, replacing manpower with technology, reducing waste, cost cutting, training, demand estimation and management. ?

2.????? Self Service Kiosks

The use of Self-service kiosks is gaining popularity over the last few years. Digital screens are easy to use and the customer can take their own time to select and customise orders. It also reduces the risk of wrong orders due to misunderstanding by an operator. These kiosks are very useful during peak hours when there are long queues at the ordering stations

3. Kitchen Display System (KDS) Screens

KDS is used to manage kitchen work- Back-office employees can see incoming orders and start its preparation. ?KDS can integrate a lot of information about meal ordering and serving, as well as stages of execution at specific stations, is in one place if needed – e.g., for burgers, fries.

4. Cashless Payments

India has witnessed a cashless revolution courtesy multiple fintech startups like Paytm, Phonepe etc which have disrupted the industry. Linking bank accounts with UPI has become a force multiplier. Cashless payments not only reduce time for transactions but also the hassle of carrying exact change. There are fewer mistakes too. Paying through QR codes has made life much easier in last five years. ?A robust QSR tech stack should be adaptable with cashless technologies.

5. Offers, Discounts and tech applications

Technology is aiding the implementation of offers and discounts. Often, offers are available on App but not on store. Being tech savvy actually helps in those cases. Offers and discounts are invaluable in times of high inflation. They also help in increasing foot falls to the store. A QSR which judiciously uses technology for administering offers and discounts will have an edge over others.

6. Integration with Food Aggregators like Zomato and Swiggy

Food aggregators are a reality now. QSRs can not depend on their stand-alone applications or their own workforce to deliver orders. They must integrate with these platforms for a seamless experience. Else, there is a big risk of leaving a substantial chunk of customers unserved and a consequent impact on top line and bottom-line. Food aggregators have a well-developed tech stack and it is easier for a QSR to adapt than creating all systems on its own. ?

Summing up all

We are living in a technology age. Digitization, process automation, visibility solutions – all are going to increase. The new insights from AI/ML will change the way demand is managed. Those QSRs who are on forefront of technology will be able to serve their customers efficiently and with high satisfaction. Technology not only gives an opportunity to improve things but it’s a tool for building customer relationships and loyalty.