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More than half a decade after the pandemic fundamentally changed how consumers interact with restaurants, delivery has moved well beyond the "turn it on" phase for full-service operators. The focus now is less on adding a sales channel than on optimizing one that touches the kitchen, labor model, guest relationship, and broader tech stack.
"We look at it a little differently nowadays," says Jason Saposnik, VP of information technology for FSC Franchise Co., the parent company of Beef 'O' Brady's, The Brass Tap, and Newk's Eatery. "Early on, the focus was more about just growing delivery sales. Now, we're a lot more focused on whether those sales are profitable, how the restaurants can handle that increased volume, and whether customers are actually getting the same great experience."
The first major improvement in delivery operations was straightforward: getting orders into the restaurant without forcing employees to act as the integration layer.
Saposnik recalls an earlier "tablet ******* " environment in which teams monitored separate devices for DoorDash, Uber Eats, and other channels, then manually entered orders into the POS. "That created all sorts of issues for missed orders and mistakes and delays," he says. "Now, everything just flows into the POS and into the kitchen correctly."
#getting
More than half a decade after the pandemic fundamentally changed how consumers interact with restaurants, delivery has moved well beyond the "turn it on" phase for full-service operators. The focus now is less on adding a sales channel than on optimizing one that touches the kitchen, labor model, guest relationship, and broader tech stack.
"We look at it a little differently nowadays," says Jason Saposnik, VP of information technology for FSC Franchise Co., the parent company of Beef 'O' Brady's, The Brass Tap, and Newk's Eatery. "Early on, the focus was more about just growing delivery sales. Now, we're a lot more focused on whether those sales are profitable, how the restaurants can handle that increased volume, and whether customers are actually getting the same great experience."
The first major improvement in delivery operations was straightforward: getting orders into the restaurant without forcing employees to act as the integration layer.
Saposnik recalls an earlier "tablet ******* " environment in which teams monitored separate devices for DoorDash, Uber Eats, and other channels, then manually entered orders into the POS. "That created all sorts of issues for missed orders and mistakes and delays," he says. "Now, everything just flows into the POS and into the kitchen correctly."
#getting
2 months ago
