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.
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