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Growing Revenue Through New Technology for On-line Ordering and Delivery

Growing Revenue Through New Technology for On-line Ordering and Delivery. Amy Schuster Director, Operations & Distribution Technology. Jason’s Deli. Number one Average Unit Volume of Top 50 Chains Top 10 Healthiest Fast Food Restaurants in America – Health Magazine Feb. 2009.

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Growing Revenue Through New Technology for On-line Ordering and Delivery

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  1. Growing Revenue Through New Technology for On-line Ordering and Delivery Amy Schuster Director, Operations & Distribution Technology

  2. Jason’s Deli • Number one Average Unit Volume of Top 50 Chains • Top 10 Healthiest Fast Food Restaurants in America – Health Magazine Feb. 2009

  3. The Vision: Driving the Top Line • Find alternatives to in-store dining revenue • Maximize sales from existing customers • Partner Operations and IT to execute the strategic goals of the business • $18.5 Million catering market • 89% of people research restaurants online

  4. Reaching the www Conclusion • 1991 – Lee Greer, Delivery Dynamics • If Amazon can do it, Jason’s deli can do it • Ask our customers, “If you could order lunch on-line, would you?” • Find “buyer” in offices

  5. Implementing the Strategy • Offer multiple modes of customer contact • On-site • On-line • Phone-in • Use technology to coordinate in-store and out-of-store operations • Catering • Delivery • Customer relationship management • Email marketing

  6. Real Good Results • 40% higher ticket average than in-store • 10% overall sales

  7. Our Project Timeline

  8. Oh, Sweet Technology

  9. Oh, Sweet Technology

  10. Oh, Sweet Technology

  11. Oh, Sweet Technology

  12. Oh, Sweet Technology

  13. Oh, Sweet Technology

  14. Oh, Sweet Technology

  15. Oh, Sweet Technology

  16. Oh, Sweet Technology

  17. Tools for Managing New Profit Centers • Capacity Management • Lead Time Management • Communication • IT and Ops partner to understand what each side needs and is capable of doing

  18. Focus on Revenue Generation • Automate opportunities for cross-selling and up-selling • Build in loyalty (Deli Dollars) • Leverage a central guest database • Treat every contact as a marketing opportunity • Encourage your customers to opt-in to brand communications

  19. Focus on Continued Revenues • Analyze guest data • Target marketing efforts • On-line coupons

  20. Encouraging Adoption • Initial Marketing • Deli Dollars – only online • Free Delivery – only online • Office Demonstrations • Communication • Training, training, training • Franchisee Pilots • Labor/Mis-make comparisons

  21. Encouraging Adoption

  22. Supporting the System • Web Support Staff • 800 # and E-mail • Vendor training for our staff • In-store – Online Ordering 360 • Catering Manager involvement • Large/abnormal orders • 1st time guests

  23. On-line Ordering Benefits • Increased order accuracy • Reduced labor costs • Guests have easy access to account/receipts • Open 24/7 • Faster than call-in • Payments more secure • Scales to usage

  24. Additional Top Line Initiatives • E-mail marketing • On-line branding • Twitter • Flickr • YouTube • Facebook • Gift cards

  25. Next On the Horizon

  26. What We’ve Learned • Operations and IT have to meet in the middle • Home vs. Business Delivery • Over-promise/Under-deliver • Provide value to guest; still need to break even • Find and use ways to keep your relationship with your guests personal

  27. Guest Survey What is your primary reason for using on-line ordering?

  28. Guest Survey How many times have you used on-line ordering?

  29. Guest Survey Does on-line ordering improve your Jason’s deli experience?

  30. Guest Survey Does on-line ordering increase your business with us?

  31. Guest Survey Will you use on-line ordering in the future?

  32. Questions? Amy Schuster amy.schuster@jasonsdeli.com

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