Self-Service Supercharges The Spoon at Nu Skin Enterprises
Nu Skin Enterprises Inc., founded in 1984, distributes more than 200 premium-quality anti-aging products in both the personal care and nutritional supplements categories. The company operates in 53 international markets across the Americas, Asia Pacific, Europe, Africa and the Middle East. More than 850 employees work at Nu Skin’s main headquarters in downtown Provo, Utah, with another 650 employees at a satellite campus about a half-mile away. The headquarters covers an entire city block and consists of a 10-story high-rise and an adjacent six-story building connected to each other with a 3,000-square-foot atrium.
Although more than a dozen restaurants are within walking distance of their two campuses, Nu Skin executives have always prided themselves on offering a unique and modern experience to their employees. Read on to find out how The Spoon, Nu Skin’s corporate dining facility, used NEXTEP Self Order Kiosks to:
1. Meet its order fulfillment time goals
2. Triple their customer volume
3. Dramatically increase their sales revenue
For several years, the company operated a fast casual restaurant on the headquarters’ main floor catering to employees, visitors, and workers at nearby offices. The restaurant offered the standard lunchtime fare: sandwiches, salads, and the occasional fried items.
But in 2013, Nu Skin began offering its newest product, the ageLOC TR90 management system. TR90 dietary supplements combined with a specially designed eating plan are designed to balance the mind and body, maintain lean muscle, and support a healthy metabolism and appetite. With the launch of TR90, the company quickly realized that there was no better place to showcase its new dietary plan than at its home office. “To accomplish that, our officials decided that they wanted our restaurant to offer foods that would be compliant with the TR90 program,” said Wendy Hunter, executive chef at the Nu Skin headquarters. “So we reevaluated, tweaked and adjusted our menu so it would fit within those guidelines.”
“Once a month we have groups of as many as 2,000 distributors come in from all over the world,” Hunter said. “In the previous incarnation of the restaurant we had two cash registers and two cashiers, and the line could literally be 100 yards long. We needed to figure out a way to manage that.”
Nu Skin was faced with an opportunity to update not just their menu, but the entire guest experience. So, they decided to create a high-tech and efficient concept to mirror the core principles at play in their menu. To accomplish that goal, the restaurant knew they needed to install NEXTEP SYSTEMS Self Order Kiosks, along with point of sale and order management systems.
The new restaurant, dubbed “The Spoon,” incorporates three standalone kiosks, three desktop POS systems with printers and barcode/magstripe readers, two order management systems and network printers at three stations in the food preparation area.
The main restaurant — offering a variety of TR90-compliant hot offerings including sandwiches, wraps, rice bowls and breakfast items — is open from 8 a.m. until 2 p.m. An accompanying location on the other side of the atrium that offers primarily cold items is open from 8 a.m. until 5 p.m.
The Spoon opened Sept. 10, 2013, and the benefits of the NEXTEP SYSTEMS technology were immediately apparent.
“The interface of the system is much nicer than the interface on our previous system,” Hunter said.
“The management of the system from an administrative standpoint is very user-friendly, and the cashiers have been able to learn the POS system very quickly,” she said. “We did the installation and training two days before we opened and didn’t have a problem. I’m very pleased.”
Although guests have the option of either placing their order at a kiosk or speaking to a cashier, Hunter estimates 85 percent to 90 percent of those guests use the kiosks. Guests can pay via cash, credit or debit card or scan the barcode on their employee badges to pay for their meals through payroll deduction. Nu Skin employees receive a 50 percent discount off the listed menu price, while service personnel receive a 10 percent discount.
The system also incorporates online ordering, enabling employees to order from their desks for pickup.
Although it’s difficult to make direct comparisons with the previous incarnation of the restaurant, the new system has enabled The Spoon to meet its goal of five to seven minute ticket times. One result that quickly shone through, though, was in the area of guest throughput.
“We doubled our numbers the day we opened and have since tripled that,” Hunter said.
“We used to do 100 to 150 covers a day, and we are now pulling down 300 to 350 a day, averaging about $2,500 in sales,” she said. “This would have been impossible with what we were using before. The administrative features are much better. This has completely blown the doors off our previous system.”
Thanks to the fully integrated set of NEXTEP Self Order Kiosks, POS, and order management systems, Nu Skin’s The Spoon saw triple the customer volume, an increase in sales revenue, and even with the welcomed customer rush, was able to meet its service time goals.
This post was adapted from the Nu Skin Enterprises Inc. case study, which you can read here
"Self-service supercharges the Spoon" by Richard Slawsky - Contributing writer at FastCasual.com