Finding a balance between offsetting rising industry costs and providing excellent service that creates loyal fans is an increasingly difficult feat. To make decisions that keep these competing priorities in check, restaurant leaders must rely on actionable performance data. Traditionally, however, this data has not been available in real time, meaning brands lose productivity and potential sales by waiting for course correction.
Today, this is no longer the case, says Paul Foley, president of HME Hospitality & Specialty Communications. “It’s a misconception that you have to wait to generate reports to analyze data and measure performance,” he says. “Drive-thru teams can gauge and improve performance instantly by displaying real-time data inside the restaurant.”
Now, real-time performance data is available through software, such as HME’s ZOOM Nitro drive-thru optimization system, which not only provides actionable drive-thru performance insights in the moment, but also displays results on the Nitro Leaderboard in store so employees and managers can see how they’re doing at a glance.
“The Nitro Leaderboard enables real-time comparisons inside the restaurant,” Foley says. “Crew members and store managers can see how they’re doing compared to other locations at any moment. When teams can compare their performance, they are empowered to make adjustments and improve on the spot.”
Not only does displaying real-time performance data encourage improvements, but gamifying the drive thru makes it easier to engage employees. CIO reports that 91 percent of employees say gamification improves their work experience, while 90 percent say they are more productive because of gamification tools, which are already having a major impact on restaurants. CIO also reports that Applebee’s began using gamification in 2013 and has seen significant improvements in customer satisfaction since.
“Nitro Gamification creates new opportunities for employees to connect,” Foley says. “The interaction between store managers and crew increases when everyone is working together toward a common goal, resulting in a fun environment with greater collaboration, and ultimately a better customer experience.”
In addition to displaying real-time metrics, ZOOM Nitro breaks down drive-thru performance by highlighting those metrics in green or red. For example, when one metric turns red, such as cashier time, managers know where to look for and address bottlenecks so that the drive-thru speed can improve immediately. Because the leaderboard also compares performance among restaurant locations, operators can help foster friendly competition between stores to ensure each team is making significant improvements. With the smack talk feature, which is available with Nitro Gamification, stores can message each other with pre-selected messages to boast, challenge, or congratulate other locations.
“ZOOM Nitro gives operators, store managers, and crew members the tools they need to achieve their goals,” Foley says. “Whether you want to improve service times and car counts for one store or for an entire enterprise, you can empower and engage your teams with Nitro’s real-time performance metrics, in-store comparisons, multi-store reporting and competitions, and gamification.”
By Peggy Carouthers.
