QSR Media Conference 2014: ROI in technology investment case study
Technology is another area where quick service restaurant brands can differentiate themselves, said Tanya Gilchrist, Director of Systems & Integration of Rock Paper Scissors Franchising.
She recounted that they wanted to bring in a fish and chips brand, which was already an old establishment. "We needed to do a few things to set ourself apart from the traditional offerings and be seen among contemporary QSRs," and technology was the area of opportunity.
Being a small brand, technology has improved the productivity and has increased the revenue of Rock, Paper and Scissors. Adding, "I am passionate about how technology fits with work flow; Having technology accessible to the people who use it, like the customers and staff, bringing high satisfaction from both parties."
Because Rock, Paper and Scissors had a small budget, return of investment was important. "For us, we needed to leverage our POS. We had to do more than process orders. To drive productivity, increase revenue and implement self service," she said.
She noted that to gauge the return on investment, one needs to look at revenue enhancement, cost reduction and cost elimination.
Gilchrist warned though that technology should be carefully explored before application to make sure it doesn't impact negatively on the speed at the back end of the house (kitchen, supply, etc.).
