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Drive-Thru Efficiencies
Orders pushed into the store immediately
Previously, the store owner was concerned when she saw a line at the drive-thru speaker post. Had the store placed the customer “on hold”? A backed-up line can deter potential customers, causing them to drive off and costing the store potential revenue. With the ROS, stores no longer control the speed of incoming orders. “When I see a line, I know that the ROS is pushing orders into the kitchen and keeping the pressure on the grill,” she said. “The line is always moving at a steady pace.”
Customer time in line reduced by 30 seconds
According to the store owner, Verety’s ROS is faster on all day parts. “We used to focus on peak hours, but now all hours show increased car counts,” she said. Her sales are up, and she attributes the growth to additional drive-thru activity.
Improved condiment handling & costs
“Customers often request condiments at the present window, which adds to [customer time in line] and can result in waste,” she remarked. “Verety order takers input specific requests, so we know exactly what the customer wants and can keep the queue moving.”
Enhanced Customer Service
Improved Customer Satisfaction
Since joining the ROS, the store’s customer satisfaction scores for the drive-thru have beaten regional averages. “Our higher scores are due to our faster drive-thru times and friendlier order takers.”
Fewer complaints
The store owner attributes this improvement to the fact that orders are input correctly. Verety’s order takers are thorough and accurate, and managers have one less area to focus on. “Now the managers have time to check on our customers and take care of the store,” she said.
Decreased language barriers
Some of the store’s drive-thru crew members have limited English skills, which can cause order-taking challenges. “All of Verety’s order takers are strong English speakers, so we have fewer communication issues that hinder service speed and accuracy.”
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Labor
Dependable labor throughout the day
For this store owner, this is the single greatest benefit of the Verety ROS. “Verety has two dedicated agents always there to take orders, and I don’t have to worry about them multitasking or calling in sick,” she said. Reduced costs
A number of the store’s employee-related costs have decreased since it installed the ROS. “In addition to labor, I’ve seen an impact in uniform, worker’s compensation, insurance, and food costs,” the owner remarked. Greater crew flexibility
With Verety’s ace order takers, the store owner doesn’t have to train or staff crew for the demanding role of drive-thru order taker. During non-peak times, drive-thru cashiers can help with tasks such as washing dishes, lining trays, and assembling condiment packages. “When there’s a customer at the cashier window, the doorbell rings and alerts the cashier to get into position,” she explained.
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The Bottom Line
The store has gained these benefits at virtually no cost to the operation. “The additional revenue and cost savings cover the cost of the order-taking service,” the owner explained. “And Verety has continued to improve the service cost and technology during the testing period.” The bottom line: customers receive fast, friendly, and accurate service more consistently on all day parts. And customers aren’t the only beneficiaries. “The managers love the ROS. It’s one less employee for them to manage, and it helps them run the drive-thru more smoothly.”
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