In this episode of the Restaurant Operator Podcast, host Mandy Detwiler, editor of Pizza Marketplace and QSRweb, talks with Richard Del Valle, chief of staff and chief information officer for Bojangles, and Parrish Chapman, chief revenue officer for Grubbrr, about Bojangles’ partnership with Grubbrr for kiosks in house.
Bojangles recently ran a trial using Grubbrr’s kiosks and is now rolling them out amongst the brand’s 800 units.
«It’s part of an ongoing effort on our part to reach the guest the way the guest most wants to be reached,» said Del Valle. «We realized there’s a generation out there that, frankly, doesn’t like talking to people and so we wanted to have options where our traditional guests perhaps would want to go over and talk to one of our team members and engage in a two-way relationship there. We know there’s other guests who just want to get in and order their food and move.»
Del Valle said an added benefit to kiosks that is allows front-line workers to focus on order accuracy and the taking away interaction with the guests for order fulfillment.
Parrish said the Bojangles team was thoughtful when it came to testing kiosks.
«They asked all the right questions,» he said. «They had metrics that they had agreed on ahead of time. What was important to their brand was not replacing human interaction. We wanted to double down on that and have order accuracy and take the stress off the front counter and then monitor the metrics.»
To learn more about the Grubbrr and Bojangles partnership, click the player at the top of the page.