The chain looks to create ‘seamless’ experiences for customers.
Hungry Jack’s has partnered with global payments platform Adyen to improve its in-store point of sale (POS) terminal fleet and help unify its in-store and ecommerce channels, in a bid to drive cost savings whilst improving revenues and customer experience.
In an announcement issued by Adyen, Hungry Jack’s engaged them to replace its “ageing” physical POS hardware.
Its most ticketed IT service desk complaints, POS failures and related issues, were eradicated “within weeks” of Adyen’s roll out of several thousand POS terminals, it said.
“Adyen’s POS upgrade has had a significant impact on the business,” Hungry Jack’s CIO Bruce Nolte said in the announcement. “The last thing you want is your payment system failing on a busy Friday night, so having reliable systems means we can create quick, seamless experiences for customers, take the pressure off our staff, and improve our turnover.”
“Our restaurants are reporting quicker processing and authorisation times thanks to the POS upgrade, which is especially significant in the ongoing quest to reduce service times in the drive-thru and improve overall customer sentiment. Adyen’s Merchant Preferential Routing technology has also helped us achieve fees savings of approximately 50 per cent across the various debit card transaction types,” Nolte added.
An additional benefit of Adyen’s terminal upgrade cited has been the system’s uptime due to Adyen’s Store and Forward technology, which ensures uninterrupted service, even in the face of internet outages. Once the network is back online, the transactions are streamed into the system.
The fall-back mode, Adyen said, has reduced potential customer frustration and limited lost sales. The fleet is also centrally managed, allowing updates, functionalities, new payment methods or even new display logos to be pushed to each terminal at the click of a button.
Hungry Jack’s initially partnered with Adyen in 2018 when it prepared to launch its online ordering options through the Hungry Jack’s website and mobile app.
“Having Adyen as our only payments provider allows us to be more agile; for example, we can quickly and easily add new payment types across channels, or add different payment methods based on customer demographics,” Nolte said.
Through the “unification” of its sales channels and the secure card data collected by Adyen, Hungry Jack’s said it can recognise when a customer uses the same payment method in-store as they have used online or through the Hungry Jack’s app, without the use of a loyalty card.
“We’re now exploring the rich insights we can gather from our customer payment data and the trends which are emerging. We see great benefits in being able to identify customer behaviours across different locations, channels and times of day,” Nolte concluded.
Michel van Aalten, Adyen Country Manager, Australia and New Zealand, said creating a smoother experience for customers is crucial for QSRs.
“Each transaction is timed to limit friction and provide the fastest experience to the consumer. Making payments faster is part of that overall goal and is particularly crucial during peak service times and for drive thru and delivery. This, together with the benefits of unified commerce, allows QSRs to foster loyalty with their customers through tactics such as increased personalisation and the ability to offer automatic rewards,” he said.
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