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Webinar/The Secret Behind Successful Restaurants
The document discusses the critical factors for the success of restaurants, highlighting the importance of implementing effective payment solutions to enhance customer experience and operational efficiency. Key strategies include utilizing mobile and secure payment systems, adopting semi-integrated architectures to improve security, and leveraging tools like tablets for various restaurant services. The presentation also outlines real-world success stories of restaurants that have effectively adopted these payment solutions.
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Webinar/The Secret Behind Successful Restaurants
- 1. The Secret BehindSuccessful Restaurants / How to Use Payment Solutions to Boost Bottom Line & Elevate the Dining Experience NOVEMBER 15, 2017
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- 3. Agenda • Introduction • AboutIngenico Group • Drivers for Change • Restaurant Payment Security • The Secret Behind Successful Restaurants • Strategies to Implement Payment Solutions • Restaurant Payments in Action • Measuring Success • Restaurant Payment Solutions • Q&A
- 4. 4 Speaker Introduction Mark Bunney StrategicAccount Executive North America / Ingenico Group Ben Wagener Director of Solutions North America / Ingenico Group
- 5. 5 Poll What is yourbiggest challenge when thinking about implementing restaurant payment solutions? A. Integrating with existing systems B. Maintaining payment security C. Training staff D. Costs
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- 7. 7 Global footprint /multi-local solutions $2.4B in 2016 88 sites across the world 37 years of payment expertise global reach 170 countries 78 nationalities 7,500 employees
- 8. 8 Ingenico Group U.S.offer / end-to-end solutions Mobile Solutions Security Solutions Smart Terminals Services & Support ePayments
- 9. 9 Merchant solutions andservices / adapted to each industry
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- 11. 11 Market Drivers /what’s driving the change in restaurant payments
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- 13. 13 Restaurant Payment Security/ prevent data breaches Restaurants are increasingly becoming targets • Major restaurant chains have been recent victims of breaches • Average cost of breaches is $158/compromised record • Impacts restaurant brand and customer loyalty
- 14. 14 Restaurant Payment Security/ prevent data breaches Consider a Multi-layered Security Approach • EMV for card authentication – protect against fraudulent cards • Point-to-point encryption (P2PE) – no clear card data outside secure point of interaction • Tokenization – Protect card data at rest With these security measures in place, if there is a successful attack on the POS, it will not yield data that can be monetized
- 15. 15 Restaurant Payment Security/ prevent data breaches with semi-integrated payments How the Semi-Integrated Architecture Works: • Maintains a connection between the terminal and restaurant management system • Provides an independent connection for transactions to go “around” the ECR, directly to the host • Sensitive payment data does not enter the POS Semi-Integrated Benefits: • Simplifies EMV migration • Reduces PCI scope • Improves security • Avoids EMV certification bottlenecks 15 Consider a Semi-integrated Architecture P2PE and semi-integrated can assist merchants in their compliance burden. • A PCI P2PE validated solution is best to alleviate a merchant’s compliance burden.
- 16. Improving Restaurant Efficiencies & Customer Experience The SecretBehind Successful Restaurants 5
- 17. 17 The Secret BehindSuccessful Restaurants / traditional restaurant environments What’s wrong with the current process Inefficient Costly Chargebacks Not Secure
- 18. 18 The Secret BehindSuccessful Restaurants / traditional restaurant environments
- 19. 19 The Secret BehindSuccessful Restaurants / pay-at-the- table
- 20. 20 FSR Magazine Article/ Oct.2017 • According to the Los Angeles Times, a spokesman for Olive Garden said wait staff using the payment tablets see a 15 percent increase in tips and turn over their tables seven to 10 minutes faster. • There is also the elimination of human error with tablet POS systems. There is no need for a server to run back and forth between tables and the kitchen, fixing orders or reentering tickets. • Servers can see the orders crystal clear on the screen and any discrepancy can quickly be resolved by looking at the order that the customer input themselves. The Secret Behind Successful Restaurants / pay-at-the- table
- 21. 21 The Secret BehindSuccessful Restaurants / curbside pickups Streamlined and more efficient curbside service without the wait • Reduce long lines • Secure payments • Order privacy • Automated upselling • Reduced operational costs
- 22. 22 Traditional Payment Process/ curbside pick-up
- 23. 23 Traditional Payment Process/ curbside pick-up
- 24. 24 The Secret BehindSuccessful Restaurants / pay-at-the- counter Flexible payments for faster service and more customer convenience • Mobile wallets • EMV • Magstripe • Split checks • Takeout order payments • Loyalty and reward programs
- 25. 25 The Secret BehindSuccessful Restaurants / self-service ordering & checkout Less waiting, more revenue and greater restaurant efficiencies with unattended kiosks • Reduce long lines • Secure payments • Order privacy • Automated upselling • Reduced operational costs
- 26. 26 The Secret BehindSuccessful Restaurants / delivery & catering Secure and easy payments at the point of service • Reduce card-not-present transactions and resulting fees • Increase payment security • Enhance customer service and satisfaction • Create upselling opportunities • Boost your bottom line
- 27. 27 The Secret BehindSuccessful Restaurants / line-busting Reduced lines and wait times with mPOS • Enhance customer service and satisfaction • Speed up the check out process • Improve staff-customer engagements • Increase payment security • Allow customers to pay using any method
- 28. 28 The Secret BehindSuccessful Restaurants / drive thru Quicker service with line-busting and Pay-at- the-Window efficiency • Enhance customer service and satisfaction • Flexibility to use mPOS or wireless payment solutions • Increase convenience to customer with self-service options at the drive-thru • Reduce wait-times • Increase restaurant efficiencies and operations • Increase payment security • Allow customers to pay using any method
- 29. 29 The Secret BehindSuccessful Restaurants / food truck & pop-up locations Secure and convenient payment acceptance wherever you need it • Take your restaurant on-the-go • Create new business opportunities • Accept payments at any location • Flexibility to use mPOS or wireless payment solutions • Increase convenience to customer by giving them the ability to pay using any method • Increase restaurant efficiencies and operations • Increase payment security
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- 31. 31 Strategies to ImplementRestaurant Payment Solutions FSR
- 32. 32 Strategies to ImplementRestaurant Payment Solutions QSR
- 33. 33 Strategies to ImplementRestaurant Payment Solutions Consider leveraging a tablet for your restaurant POS solution • Can be used in multiple use cases • Provides more real estate for enhanced customer/client – staff engagement • Can be used as a fixed tablet, replacing a traditional POS device • Apps can be used to help run your business – i.e. inventory management, customer history, business analytics, scheduling, etc. • Can be used as a kiosk/self-service POS • Great for both large and small restaurants
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- 35. 35 Restaurant Payments inAction / customer success stories Nationwide Full Service Restaurant Group • Over 1,500 total restaurants • Needed help with the EMV liability shift • Needed to better manage gift cards • Successfully deployed over 3,000 wireless terminals • Up next: Pay-at-the-Table at one of the restaurant group’s steakhouse brand
- 36. 36 Restaurant Payments inAction / customer success stories Nationwide Pizza Chain • Over 4,500 locations • Wanted to enhance security • Wanted to give guests the ability to pay any way they preferred • Deploying 12,000 iPP320s • Implementing P2PE • Smart terminals are EMV, NFC/Contactless • Terminals are used for card present transactions and manual entry for call-in orders
- 37. 37 Restaurant Payments inAction / customer success stories Nationwide Fast Food Chain • Over 800 locations • Wanted to enhance security • Wanted to accept all payment types • Implementing P2PE • Deploying over 2,000 iPP320s for customer facing EMV/NFC transactions
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- 39. 39 Measuring Success /common KPIs Constantly evaluate your investment to asses the tangible and intangible ROI. Common Key Performance Indicators include: Cost savings from operational efficiencies Revenue from new sales opportunities Revenue from new upselling & cross-selling opportunities Card not present to card present conversion Customer satisfaction Employee satisfaction with increased tips Brand perception
- 40. 40 Measuring Success /sample ROI calculation Pay-at-the-Table
- 41. 41 Measuring Success /sample ROI calculation FoodDelivery
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- 43. 43 Ingenico Group /full range of smart terminals
- 44. Thank You Post WebinarResources • Recorded Webinar • SlideShare • ROI Calculator • Restaurant Payment Security Cheat Sheet