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terminal software and other cloud services gives resellers • Protect employees and customers: Restaurants can
more flexibility than they had previously as well as the add extra protection, beyond hand sanitizers and
ability to leverage these applications within a partner eco- rigorous cleaning procedures, by applying antimi-
system. "We're not trying to lock our partners into a par- crobial coatings to keypads, touchscreens and other
ticular path or solution," he said. "We want them to choose high-contact surfaces.
the right tools and solutions based on their clientele and
unique requirements." Education is key
Bunney emphasized the need for staff training as QSRs
Izzo observed that partners helped restaurants digitally continue to innovate. "The next phase QSRs need to be
transform during the pandemic and the most successful thinking about is more than just technology; it's also about
deployments involved frictionless ordering, mobile apps, education," Bunney said. "Considering present labor short-
loyalty programs and digital ordering. "COVID-19 has ages, as they hire new people on, QSRs should be training
shown it would be detrimental to restaurants to stay stag- them from the start about contactless and touchless solu-
nant," he said. "They must always look for new ways to tions."
innovate their service and guest experience."
Tactical support Trained employees can show customers a logo or symbol
where you can just tap and be done, Bunney stated, add-
Izzo proposed that QSRs need service providers with in- ing that consumers are getting used to tapping contactless
novative technology offerings. "The QSR business is all cards, electronic wallets and smartphones at the POS. All
about serving customers with speed," he said. "With CO- these options and choices provide opportunities beyond
VID-19 almost in the rearview mirror, keeping up with just technologies; consumers don't always understand
trends and listening to what consumers want will keep where to tap but appreciate being shown a new way to
QSRs ahead of the curve and build valuable capabilities check out that provides a faster, safer, cleaner experience,
for resilience and success in the future." he said.

Izzo offered service providers the following advice for Izzo pointed out that education is critical as QSRs intro-
helping QSRs compete: duce new technology while adhering to set service stan-
dards, regardless of which technology they implement.
• Optimize delivery and takeout capabilities: As "These standards should include consistent food quality,
more people get vaccinated, confidence will return quantity and taste, prepared quickly and at the optimal
and bring people back inside restaurants. However, temperature, and with customer satisfaction top of mind,"
off-premises dining will likely endure because peo- he said, while noting that implementing new hybrid ser-
ple have acclimated to delivery, takeout and drive- vice models can help QSRs meet these standards.
thrus. If restaurants haven't already, they should
implement third-party delivery apps or their own For example, self-serve kiosks enable customers to visual-
branded app to make delivery and takeout an inte- ize menu items and customize orders, reducing the like-
gral part of the operation. lihood orders will be incorrect; decreasing waiting time,
cutting the cost of hiring more employees and increasing
• Encourage loyalty: Loyalty programs enable QSRs sales volume through cross-selling and up-selling, Izzo
to send customers buy one, get one incentives, cou- explained. "Will customers feel like kiosks put the work on
pons for a free dessert with a purchase, or just-in- them?" he said. "Some might but most consumers are used
time offers featuring their personalized favorites. to self-service transactions, particularly in the last year."
The NCR Engage app platform can extend a restau-
rant's experience with an integrated app for mobile Citing delivery as another hybrid model, Izzo warned that
orders. Beyond digital ordering and contactless pay- simply offering delivery does not equate to customer sat-
ments, restaurateurs can leverage the app to seam- isfaction, particularly if it takes longer for an order to ar-
lessly sign up users for its loyalty program as well rive than promised or if food is not the right temperature.
as building push messaging into a communications Nevertheless, he noted that offering delivery, ordering
channel to reach customers with promotions or oth- and payment choices can help QSRs compete.
er notices.

• Enable touchless transactions: The Visa Back to Dale S. Laszig, senior staff writer at The Green Sheet and managing
Business Study reported that 65 percent of global director at DSL Direct LLC, is a payments industry journalist and content
consumers surveyed prefer touchless payments to strategist. She can be reached at dale@dsldirectllc.com and on Twitter
other methods, even after the pandemic. And the at @DSLdirect.
need for touchless technology in QSRs goes beyond
payments, as consumers continue relying on con-
tactless options, like QR codes, to order their food..

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