The Challenge
Johnny Rockets faced challenges across its locations, particularly those situated in high-traffic areas like casinos and malls:
Limited Customer Service: Prior POS systems lacked the responsiveness and support needed to keep pace with Johnny Rockets' high customer volume, leading to service delays and customer dissatisfaction.
Inefficient Communication with POS Support: The dependency on a single specialist based overseas for POS system support created logistical problems, constraining the team's ability to address issues promptly.
Third-Party Vendor Costs: Heavy reliance on external delivery platforms like Uber Eats and Grubhub was eroding margins, with high commissions impacting profitability.
Inadequate Sales Data Integration: The absence of an integrated system for tracking sales and operational data across platforms made it challenging to gain a holistic view of business performance.
The Solution
"The great thing about the kiosk is it's self-service and keeps our employees focused on packing and making the food for their customers."
Johnny Rockets turned to Snackpass to refresh its service model and increase its bottom-line:
Self-Service Ordering: Snackpass self-serve kiosks were implemented across several Johnny Rockets locations to streamline orders, allowing staff to focus on food preparation and quality. The self-serve kiosks reduced Johnny Rockets reliance on costly third-party delivery platforms, effectively protecting its margins.
Comprehensive Sales Data: The Snackpass partner app offered Johnny Rockets real-time access to all sales data and operational metrics in one place, enabling instant, informed decision-making to drive growth and efficiency.
24/7 Snackpass Support: The easy-to-navigate Snackpass platform provided Johnny Rockets with a direct line to comprehensive support, eliminating the need for middle-of-the-night calls to specialists across the globe.
Direct Customer Engagement: Through Snackpass’s platform, Johnny Rockets could directly connect with customers, enhancing the dining experience and building loyalty.
The Results
The adoption of Snackpass at Johnny Rockets led to significant improvements:
Enhanced Customer Service Efficiency: The shift to Snackpass's self-service kiosks resulted in a notable decrease in customer wait times and an increase in order accuracy. "Customers have embraced the kiosks, appreciating the faster service and intuitive ordering process," says Christian.
Operational Cost Savings: Johnny Rockets saw a reduction in operational costs, particularly in savings from lower reliance on third-party delivery services. "Switching to Snackpass has been a game-changer for our margins, which have noticeably improved," Christian notes.
Customer Loyalty: Direct engagement through Snackpass fostered a stronger connection with customers, contributing to repeat business.
Data-Driven Decision Making: With access to comprehensive sales data through the Snackpass partner app, Johnny Rockets now enjoys enhanced operational insights. "The ability to pull up real-time data on sales and customer preferences has been invaluable for our strategic planning," Christian highlights.
Restaurant technology for the next-generation of guests and operators
See how Snackpass technology can take your brand and business to the next level.
Snackpass is the operating system designed for quick-serve restaurants ✨
Snackpass gives operators a unified ecosystem of beautifully designed hardware (Registers, Kiosks, KDS, Pickup Screens) and next-gen software (Mobile App, Customer Data Platform, Multi-Location Management, Advanced Loyalty, AI) to help unify data, increase operational efficiency, and drive more revenue.
The seamlessly integrated ecosystem of devices is designed to supercharge efficiency, providing an unrivaled, smooth experience for both staff and customers tailor made for QSR operators and the challenges they face.
