Digitalize the standard catering processes

Our client is a Swiss leading group of private clinics, which manages not only patients but also a number of restaurants inside the clinics. These establishments are cafeterias as well as fine dining restaurants. Giving this diversity, the group mandated openWT to find an innovative way to disrupt the standard process of catering applying to all the group's restaurants.

Our client's challenges were as follow:

Lack of visibility for the restaurants

Every restaurant is necessarily inside the clinic and it is clear that customers usually associate the restaurant with the clinic. However, it is a different and independent establishment that should be as visible as any other restaurant. Furthermore, the restaurants suffer from the fact that potential customers too often think that you are supposed to be a patient of the clinic to enjoy the restaurant. Both issues result in a great loss of visibility and an unclear positioning of the clinics' restaurants on the market.

Lack of waitress' efficiency

Waitress and their service to customers are at the heart of a restaurant. Many tasks however are also done by the waitress and are not directly related to the service: answering the phone, taking bookings, preparing and controlling the bill, asking for the payment method when at the table (cash/card) and eventually coming back for bill errors.

All these different chores inevitably distract the waitress from their primary focus, which should be serving and assisting all customers that are in the restaurant. The multiplication of various tasks all done by the waitress is detrimental to their efficiency and ultimately the customers' comfort.

Slow and ordinary customer journey

Finally, it is obvious for our client that nowadays, the restaurant owners should not only focus on serving clients but also offer them a complete restaurant experience. Indeed, our client has noted that a customer's journey throughout the whole catering process is made of many small and independent actions, such as searching for a restaurant, booking a table, asking for the bill, etc, as it has always been the case. However, it is our client's opinion that this process has wore off and that most customers do not want to call the restaurant during opening hours to book a table or wait for the bill when finished. The primary focus of a customer at a restaurant is to eat, relax and have a good time. The rest should be taken care of.