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August 9, 2021 • Issue 21:08:01

QSRs: tech-enabled, customer-driven

3. Technology: Restaurants forged ties with vendors
that provided necessary tools for keeping restaurants
clean and minimizing the risk of spreading the virus.

In this article, The Green Sheet looks at technology innova-
tion through the lens of service providers whose adapt-
ability and deep understanding of the foodservice indus-
try helped QSRs survive the pandemic and shape a new
generation of digitally enhanced restaurants. These trusted
partnerships are designed to enable QSRs to thrive far into
the future.
Rapid-fire change

Dirk Izzo, president & general manager at NCR Hospital-
ity, recalled COVID-19's devastating impact on the restau-
rant industry. "Restaurants were forced to pivot and adapt,
quickly adopting contactless technology and shifting most,
if not all, services to off-premise and outdoor dining, while
By Dale S. Laszig also adjusting labor levels and menus," he said, adding that
future restaurants will look fundamentally different than
penchant for measuring success in seconds those that existed in March 2020.
positioned quick service restaurants (QSRs) for
success during the pandemic. When fine din- Chris Kronenthal, president and chief technology officer at
A ing and fast casual establishments were closed, FreedomPay, agreed COVID-19 affected thousands of U.S.
QSRs filled orders by kiosk, drive-up window, curbside QSRs. "Almost every part of the business changed from
pickup and home delivery while pushing employees and front of house to the back-office environment," he said.
technology partners to make foodservice faster, cleaner "There is no doubt that QSRs will never be the same."
and safer.
Emerging Trends at the Point of Sale, a January 2020 study by
In the post-pandemic economy, QSRs continue to deliver FreedomPay and Ingenico, found 63 percent of QSRs dis-
speed, convenience and safety at scale. "The Safe Restau- trusted contactless cards, and 73 percent would accept con-
rant," a March 2021 QSR Magazine article by Amanda Balt-
azar, identified three strategies developed in response to
COVID-19:

1. Off-premises: Among 3,500 restaurants surveyed Contributed articles inside by:
by the National Restaurant Association in September Jeff Fortney .............................................................................................29
2020, 67 percent deployed curbside pickup, 27 percent
added third-party delivery and 17 percent introduced Adam Atlas ..............................................................................................32
home delivery service during the pandemic.
Elaina Smith ............................................................................................34
2. Branding: Restaurants created clear and conspicu-
ous safety messaging that aligned with their identi- TOC on page 3
ties and brands to help customers feel safe.
Continued on page 26