Banking on Self-Order Kiosks

Read the Compass Group North America case study here.

Banking on Self-Order Kiosks Self-order kiosks from NEXTEP SYSTEMS help a major financial institution manage its corporate foodservice program, keeping its employees happy and productive. By Richard Slawsky | Contributing writer FastCasual.com

The players
NEXTEP SYSTEMS, based in Troy, Mich., provides a complete suite of integrated foodservice technology solutions for restaurants, grocery stores,casinos, airports and other high-volume foodservice venues. From self-order to point of sale to digital signage, NEXTEP provides and supports the complete integrated foodservice platform.

Compass Group North America is a leader in foodservice management and support services, serving 6 million meals a day from vending and office coffee solutions to restaurants, corporate cafes, schools, arenas, museums, remote sites and more. Headquartered in Charlotte, N.C., the company has more than 180,000 associates throughout the U.S. and Canada. Compass’ parent company UK-based Compass Group PLC operates in more than 50 countries with 500,000 associates.

The challenge
One of the largest bank holding companies in the country wanted to accomplish several goals with the foodservice outlets at its headquarters in the eastern U.S. First and foremost, the firm wanted to provide a relaxing atmosphere for the thousands of associates who work at the facility to enjoy their meal breaks. The nearest off-site restaurant is a 15-minute drive from the campus, meaning associates would spend at least half of an hour-long lunch break simply traveling to and from a restaurant.

To save their associates time and make breaks more enjoyable, the firm wanted to make the meal selection process as smooth and fast as possible. At the same time, they wanted to establish a reputation as a company on the leading edge of technology.

The firm also wanted a way to promote healthy dining options. “By promoting healthy dining they can save money on health care costs,” said Peter Riccobono, General Manager with Compass Group North America, which manages the 15 foodservice operations at the complex. “At the end of the day, though, they are doing it for the benefit of the associates.

The solution
To speed up and simplify the order process in the dining centers at the facility, the decision was made to pilot the use of self-order kiosks from Troy, Michigan-based NEXTEP SYSTEMS in two foodservice outlets at the complex. Compass Group had already used NEXTEP kiosks with other clients and recommended that the bank holding company use this system as well.

Two self-order kiosks were installed at a “healthy food fast” station and two at a deli station. The menus at both feature made-to-order items and the kiosks allow customers to customize their meal selections. The kiosks at the healthy concept are order-only while the deli kiosks allow users to both order their food and pay with a credit or debit card. Doing so allows the companies to see the kiosks perform in both environments.

“What they want to do with this pilot is to test the concept and then decide if they wanted to go back and retrofit the entire campus and possibly at every one of their sites nationally,” Riccobono said.

The results
Since the kiosks were installed, the healthy food concept has experienced an average of 275 transactions a day. It takes an average of 29 seconds for a customer to enter an order with the average fulfillment time running about 4 minutes.

Orders at the deli involve a little more customization, with the average order entry time around 80 seconds. Fulfillment times at the deli concept run about four and a half minutes.

“And because the order flow on the kiosks is so intuitive, very little training was needed, which encouraged associates to use the system,” Riccobono said. “They just love it.”

The companies hope to retrofit food service outlets throughout the campus within a year, potentially deploying NEXTEP self-order kiosks at the financial institution’s other 30-plus facilities around the country shortly after.

“The system is very flexible and the service from NEXTEP has been nothing short of impeccable,” Riccobono said. “They really responded well to any and every last-minute request so as a partner we have been very happy with the level of service we are getting.”

About the sponsor: NEXTEP SYSTEMS, based in Troy, Mich., provides a complete suite of integrated foodservice technology solutions for grocery stores, restaurants, casinos, airports and other high-volume foodservice venues. From self-order to point of sale to digital signage, NEXTEP provides and supports the complete integrated foodservice platform.

 

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