In the hospitality industry, speed and convenience are critical. Rather than await slower service, customers prefer to do things independently without making contact with personnel. Self-service kiosks provide this convenience and reduce costs for business owners.
The global self-service kiosk market is booming in the face of rapid technological advancements. Forecasts indicate growth of $8.26 billion from 2022 to 2027, with an impressive CAGR of 12.61%.
As 2024 rolls on, these digital assistants, standing tall in restaurants, cafes, and other hospitality venues across the UK, are no longer a novelty but a necessity. They’ve become synonymous with efficiency, convenience, and enhanced customer experience.
How is self-service impacting the sector – and what steps should your company take to make sure your customers keep coming back for more?
The evolution of self-service kiosks in the hospitality realm
In the not-so-distant past, the mention of ‘self-service’ in the hospitality industry might have conjured images of buffet lines and salad bars.
However, as the digital age pressed forward, so too did the industry’s interpretation of this term. In today’s world, the concept of self-service extends to the sleek, interactive touchscreens and intuitive user interfaces: the modern self-service kiosk.
You’ve likely encountered POS kiosks before, perhaps making quick payments at a fast-food restaurant or ordering tickets to a movie theater. Whatever the context, these solutions have revolutionized the concept of consumer convenience and are now increasingly permeating the hospitality space.
Hospitality businesses that once regarded these kiosks as unnecessary expenses now view them as indispensable assets. This shift in perception isn’t arbitrary. Early adopters of kiosk technology witnessed tangible benefits — reduced queues, increased order accuracy, and a spike in average transaction value.
The benefits of self-service kiosks for hospitality
Let’s unravel some of the most compelling advantages:
Enhanced Customer Experience
The modern-day consumer is all about convenience. Self-service kiosks cater precisely to this demand.
With intuitive user interfaces, customers can place orders at their own pace, customize menu items, and avoid the often tedious queue lines. The result? A smoother, more enjoyable customer journey.
Operational Efficiency
Gone are the days of order miscommunications and manual entry errors. Kiosks ensure that orders are accurate and relayed directly to the kitchen. For businesses, this translates into faster service times, decreased waste, and, ultimately, happier customers.
Data Collection & Personalization
Beyond the immediate transaction, kiosks are data goldmines. They collect invaluable information about customer preferences, peak ordering times, and popular menu items.
This data can be leveraged to tailor marketing campaigns, offer personalized deals, and refine menu offerings.
Increased Sales
Studies have consistently shown that customers order more (upwards of 20%!) using a kiosk. Whether it’s the allure of visually appealing digital menus or the ease of adding an extra side or topping, kiosks often lead to a higher average ticket value.
Labour Cost Savings
While kiosks don’t replace the need for human staff, they can significantly reduce the workforce required for front-of-house operations. This allows businesses to redistribute staff to other areas, enhancing overall service quality.
Adaptability and Innovation
One of the unsung benefits of digital kiosks is their adaptability. As consumer trends shift or new dietary needs emerge, menus can be updated swiftly. This keeps businesses agile and always in tune with market demands.
And in a post-pandemic world, the appeal of contactless transactions has grown in leaps and bounds. Kiosks help businesses offer secure, touch-free ordering solutions that keep customers safe and satisfied.
Leading kiosk solutions reshaping UK’s hospitality scene
As the demand for self-service kiosks continues to surge, many brands and solutions have emerged, each promising to redefine the hospitality experience. Let’s spotlight some of the forerunners in 2024, beginning with a name that’s been making substantial waves:
1. Grafterr
At the bleeding edge of consumer convenience, Grafterr’s solutions are not merely transactional terminals but holistic systems integrated with advanced features and seamless user experience.
From direct order syncto refine and optimise their offerings consistentlyveroo to their robust ePOS systems, Grafterr has set new benchmarks in streamlining operations.
Their data-driven approach empowers businesses like Bek’s to consistently refine and optimise their offerings. Businesses partnering with Grafterr often witness a notable uptick in average order sizes and gain access to invaluable customer insights, proving their worth as a top-tier choice in 2024.
2. Oracle
A global name in tech solutions, Oracle’s foray into the world of self-service kiosks has been nothing short of impressive. The enterprise has gained immense traction in the hospitality industry with its comprehensive range of intuitive and efficient digital ordering systems.
Oracle’s unique take on menu personalisation, built-in payment processing, and advanced analytics tools have made them a leader in catering to large-scale operations.
Paired with its reputation for reliability, Oracle has become a trusted name for large chains and independent outlets alike.
3. Flipdish
Tailored specifically for the food and beverage sector, Flipdish offers customisable kiosk solutions that meld perfectly with a brand’s identity.
A standout element of Flipdish is its intuitive user interface – offering a smooth customer journey from start to finish. With a focus on increasing order values and reducing wait times, Flipdish has carved a significant niche for itself in the market.
4. Vitamojo
Prioritising personalisation, Vitamojo’s kiosks are all about curating unique customer experiences. Their system can remember customer preferences, suggesting dishes and combinations based on past orders.
This level of personal touch, combined with their sleek design and user-friendly interface, has made them a favourite for businesses aiming to offer their clientele that ‘extra touch.’
Bek’s and Grafterr: A digital success story
In the heart of the Black Country, Bek’s, a cherished family takeaway, has always been known for culinary excellence. However, in an era where technology plays a pivotal role, Bek’s recognised the need to evolve.
With Grafterr as their tech partner, Bek’s achieved a dual feat: they streamlined operations while amplifying customer experiences. Grafterr’s platform enabled Bek’s to access real-time data from every outlet, driving consistent, efficient decisions. The addition of self-service kiosks led to increased order values and offered Bek’s invaluable insights into customer preferences.
“Grafterr’s solutions have redefined our operations, facilitating growth and heightened efficiency. Our focus is now on enhancing service speed and integrating third-party online orders. With Grafterr’s expertise, we’re automating orders, seamlessly syncing with platforms like JustEat, UberEats, and Deliveroo…” – Bek’s
Bek’s journey illustrates the transformative power of the right tech partnership. Their alliance with Grafterr showcases how smart tech choices can result in business growth, operational efficiency, and enriched customer experiences.
Is your business keeping up with the latest consumer shifts?
The hospitality industry is in the midst of a digital renaissance. As self-service kiosks become the linchpin for operational efficiency and enhanced customer experiences, businesses that integrate these solutions are poised for unparalleled growth.
With the market projecting significant expansion in the coming years, there’s no better time for establishments to harness the transformative power of these digital assistants. Companies that don’t take the necessary steps to meet consumer demands risk falling behind their competitors and losing out on valuable opportunities.
Fortunately, Grafterr is here to help businesses harness technology for a competitive edge. By providing innovative and reliable solutions, they bring the power of automation and analytics to hospitality operations like never before.
Considering a kiosk solution for your business? Unlock the future of hospitality with Grafterr. Reach out to Grafterr today and embark on your journey toward a more efficient, customer-centric business model.
