Customers are the backbone for every restaurant for dining in, take away, and home delivery. CRM (Customer Relationship Management) solutions help in capturing the interest of loyal users. It can be seamlessly integrated into the day to day business operations.
A CRM solution for restaurants offers a plethora of benefits by attracting more users through a redesigned menu, delivering orders quickly to the diners, updating the stock of the ingredients regularly, streamline all aspects concerning financial management, and eliminate cumbersome paperwork in the processes.
CRM software is apt for usage by cafes, bars, pubs, bakeries, five-star hotels, cloud kitchens, food trucks, fast food outlets, and quick-service restaurants.
It can be utilized by the owner of a franchise, accountants, chefs, waiters, finance managers, and the proprietor of a food outlet.
What does a CRM Solution for Restaurants denote?
It is a personalized solution that helps in building a strong long-term rapport with the customers. They are a cloud-based software system. The CRM solution has a comprehensive database of the email addresses and phone numbers of users along with the trends in consumer behavior. It stores all the previous orders made by the users from the restaurant.
It offers suggestions for new dishes that can be tried by regular customers. The menu can be modified according to the health and diet requirements of the diners ensuring a high level of safety. They take care of inventory management, billing, user management, table management, contactless ordering, and kitchen order ticketing (KOT).
Some compelling reasons to use a CRM for a Restaurant?
The CRM is a hub of insightful information and data. This helps to make better decisions and improve the business prospects.
It helps in personalizing the entire dining experience for the users based on their demography and fast buying behaviour. This leads to repeated sales leading to a rise in revenue and a higher return on investment (ROI).
It reduces the overhead costs by automating all the basic tasks.
Technologies like big data, artificial intelligence, and machine learning can be used for better behavioral analysis of the users and smarter decision-making.
Loyal users can refer new users leading to better word of the mouth publicity and contributing to a positive buzz in the form of referral marketing.
It includes an integrated feedback system and helps the restaurant to focus on areas that it can improve.
New customers can be attracted by integrating an email campaign into the CRM. This facilitates in boosting the open rates and total conversion.
Loyalty can be improved through gift cards, reward points, bonuses, birthday gifts, and other incentives.
A one-time visitor can be encouraged to come back and dine again in the same restaurant by enticing him/her through attractive benefits.
It can track the performance metrics of the promotional messages like the number of people who opened and read the email, and whether they made a table reservation.
Adjust settings like lighting, noise level, and temperature based on the users’ preference.
Promote targeted marketing actively by organizing events, wishing users on their birthdays, giving out a special offer or a discount, or provide an exclusive meal prepared by a top chef.
The CRM can be integrated with a payment gateway for efficient management of bills and funds.
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The key factors to consider before acquiring a CRM solution for a restaurant
Importing the database – The procedure to follow for importing all the information of the users.
The extent of customization – Allowed in the solution.
Embedded email system – An inbuilt facility is present for sending emails or integration is provided with a third-party email service provider.
Integration of the CRM – The CRM will be seamlessly blended into the restaurant’s in-built table reservation system.
Supporting the POS (Point of Sale System) – To store details of each purchase made by the users.
Complying with the guidelines of the GDPR – The General Data Protection Regulation is a law to be followed while operating in the European Union (EU). It focuses on data protection and safeguarding the privacy of users.
The common features of a CRM-based solution for restaurants
Multi-channel campaign management – Used for sharing promotional messages with the existing and prospective diners through email, SMS, in-app, and push notifications.
A dedicated real-time dashboard – Displays the latest information about ROI, orders, revenue, the performance of the entire marketing campaign, detailed reports, and the factors playing a major role in increasing the number of customers.
Data collection – From orders made by diners, feedback, and surveys. This will be stored in an easily accessible central database.
Segmentation of all the information – Based on user behaviour, meal preferences, and if they are once-in-a-while or frequent visitors to the restaurant.
Integrated loyalty programs – As per the total points or number of visits. It can be maintained on cloud platforms to ensure that there is no need to add or redeem points regularly. The same program can be implemented in numerous eateries simultaneously.
A personal virtual assistant – Will be available to send out instant updates for different queries raised by the users.
QR code scanner – For making payments quickly by scanning the wallet address.
The various components of the CRM software for restaurants
The robust Admin Panel
It contains information about the menu of the restaurant, orders to be delivered to the diners, reservation of tables made by the users, loyalty programs, promotional campaigns, inventory management, and supplier management. It is highly easy to use and can be accessed anytime from any device.
The Point of Sale System
It removes the use of a notepad by the waiters and replaces them with a smartphone or a tablet to ensure faster communication of the orders raised by the users. This saves a lot of time and costs. Online payments can be integrated with the POS system.
The customer app
It can be used on both Android and iOS devices. The customer app includes information about the orders for home delivery of food, take away, and table reservation.
As seen above, a CRM solution for a restaurant is a must-have in these rapidly changing times. It leads to a better understanding of the customers and improves the retention rate. Irrespective of the size of the business, it leads to an improved relationship with the users and contributes more profits for the business. The businesses witness higher growth and an enhanced brand image.
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