Smart Service, or service processes utilizing smart devices and cloud based software, is radically transforming service delivery for many forward-thinking businesses.  This technology is reinventing service delivery and checkout processes that previously were customer nuisances.  For instance, Kroger is implementing a smart device (phone) technology service system in 2018 to 400 of its stores to eliminate cashier checkout. (http://www.drugstorenews.com/article/kroger-reportedly-expands-scan-bag-go-00-stores ). Amazon Go has opened their first smart convenience store locations with recently acquired Whole Foods not far behind. Sam’s already has implemented their version of a smart device process with Walmart coming next. In short, smart device technology has arrived and it is having a significant positive impact on customer service.  All businesses must examine how smart device technology can impact their operations.

 

 

Business Wi-Fi and smart device applications have expanded exponentially in recent years.  However, as smart service processes continue to shape customer experience, customer expectations are also changing. For example, the time it takes to order and receive a beverage (wait time) in a casino environment is notoriously long and no longer will be tolerated. Intuitively, early adopters of this technology can capture a competitive advantage and, accordingly, market share from their competition.

Within the casino beverage environment, new smart device technology is about to revolutionize the beverage service delivery process providing a positive customer experience as described above.  Through business Wi-Fi and an intuitive menu interface, casino customers literally can take matters into their own hands by ordering a beverage whenever and wherever they want thus eliminating the most frustrating step in the process.  This new technology increases customer satisfaction, reduces wait time and increases beverage revenue through an easy and more efficient process.  By offering a more varied drink menu, including packaging of premium offerings and liquor vendor sponsored specials, the average beverage ticket amounts will increase. In a comped beverage environment better differentiation of comped versus premium will positively impact upsell potential. Plus, the ability to track how many drinks a patron has ordered within a specified timeframe can reduce a company’s liability by better management of individual consumption.

This smart service technology also positively impacts employees as well.   Smart service delivery enables a more efficient / effective utilization of beverage server labor.   Servers spend significantly more time delivering drinks than taking orders leading to more drinks served and, accordingly, more tips. The beverage employee morale increases as a result.

The smart service environment also provides significantly enhanced business analytics.   By tracking each step of the beverage service process: order, production, assignment, pickup and delivery, we can better manage the entire process.  This technology provides real-time service delivery standards and service exception alerts to management creating operational transparency and accountability.

The reality is that these changes are happening and they’re happening quickly. Forward thinking businesses can embrace the benefits of smart service technology including loyal and satisfied customers, increased revenue, greater accountability, more productive and happier employees.

If you’re interested in learning more about smart device service delivery processes contact Metavallo today…

Frank Oppenheim is the co-founder and CEO of Metavallo, LLC. He has spent his entire life in the hospitality industry, working his way from front line employee to General Manager. His diverse experience gives him a unique personal perspective in understanding operations through the eyes of the team members. Frank utilizes his expansive subject matter expertise to lead a design and development team in creating a suite of powerful solutions which combine best demonstrated practices with cutting edge technology.