How To Choose The Right Online Ordering System For Your Restaurant?

In today’s digital age, having an efficient online ordering system is no longer a luxury for restaurants—it’s a necessity. As more customers turn to the convenience of digital platforms for their dining needs, restaurants must adapt to stay competitive and align with changing consumer expectations. This comprehensive guide will take you through selecting the ideal online ordering system for your restaurant, ensuring you make an informed decision that improves your business operations and customer satisfaction.

Introduction: The Importance of Online Ordering System for Restaurants

The restaurant industry has experienced a significant transformation in recent years, with online ordering becoming an integral part of the dining experience. Here’s why implementing an online ordering system is crucial for your restaurant:

1. Increased Revenue: Online ordering systems can boost your sales by making it easier for customers to place orders, leading to higher order frequency and value. With the convenience of browsing menus and ordering from their devices, customers are more likely to explore your full offerings and add extra items to their carts.
2. Improved Customer Experience: A user-friendly online ordering platform enhances convenience, allowing customers to browse menus, customize orders, and pay at leisure. This level of control and flexibility can significantly increase customer satisfaction and loyalty.
3. Streamlined Operations: Digital ordering solutions can integrate with your existing POS system, reducing errors and improving kitchen efficiency. By eliminating the need for staff to input orders manually, you can reduce mistakes and free up your team to focus on food preparation and customer service.
4. Data-Driven Insights: Online ordering platforms provide valuable data on customer preferences and ordering patterns, helping you make informed business decisions. This information can guide menu optimization, pricing strategies, and targeted marketing campaigns.
5. Expanded Reach: An online presence allows you to attract new customers who prefer digital ordering, potentially expanding your market share. It also enables you to cater to customers beyond your immediate geographic area through delivery and pickup options.

Types of Online Ordering Systems

When considering online ordering solutions for restaurants, it’s essential to understand the different types available:

1. Proprietary Systems: These are custom-built platforms developed specifically for your restaurant. They offer maximum customization but can be costly to develop and maintain. Proprietary systems are ideal for large restaurant chains with unique requirements and the resources to invest in a bespoke solution.
2. Third-Party Platforms: Services like Grubhub, DoorDash, or Uber Eats provide a ready-made solution with a large customer base. However, they often charge high commission fees and may limit your control over the customer experience. While these platforms can quickly increase your visibility, it’s important to consider the long-term costs and impact on your profit margins.
3. Aggregator Platforms: These systems, such as Yelp Eat24 or Allset, combine orders from multiple restaurants, offering customers various options. They can increase visibility but may result in increased competition. Aggregators can be particularly beneficial for newer restaurants looking to build their presence in a competitive market.
4. White-Label Solutions: These are customizable, off-the-shelf systems that can be branded to match your restaurant’s identity. They offer a balance between customization and cost-effectiveness. White-label solutions are often a good choice for small to medium-sized restaurants that want a professional online ordering system without the high costs of custom development.
5. POS-Integrated Systems: Some point-of-sale (POS) providers offer built-in online ordering capabilities, seamlessly integrating your existing systems. These solutions can streamline your operations by unifying your in-house and online ordering processes under a single platform.

How to Setup Online Ordering System for Restaurant

Key Features to Consider in an Online Ordering System

When evaluating online ordering platforms, look for these essential features:

1. User-Friendly Interface: The system should be intuitive for customers and staff. A clean, easy-to-navigate interface can significantly impact order completion rates and customer satisfaction. Look for features like easy search functionality, clear categorization of menu items, and a straightforward checkout process.
2. Menu Customization: Look for platforms that allow easy menu updates, item customization, and special offers. The ability to quickly add seasonal items, adjust prices, or create combo deals can help you stay flexible in responding to market demands and inventory changes.
3. Mobile Responsiveness: Ensure the system works well on various devices, especially smartphones. With a growing number of customers ordering via mobile devices, it’s necessary to have a responsive design that adjusts seamlessly to different screen sizes.
4. Order Tracking: Real-time order status updates enhance the customer experience. Features like push notifications or SMS alerts can inform customers about their order’s progress, reducing anxiety and potential calls to your staff.
5. Payment Integration: The system should support multiple payment methods and ensure secure transactions. To cater to diverse customer preferences, use platforms that offer integration with popular payment gateways and support for digital wallets.
6. POS Integration: A seamless connection with your existing POS system can streamline operations. This integration can automate order processing, reduce manual data entry errors, and provide a unified view of your sales across all channels.
7. Customer Database: Look for systems that allow you to build and manage a customer database for marketing purposes. This feature can help you implement loyalty programs, personalized promotions, and targeted email campaigns to drive repeat business.
8. Analytics and Reporting: Robust reporting features can provide valuable insights into your business performance. To inform your business strategies, look for systems with detailed sales reports, popular item analysis, peak ordering times, and customer behavior trends.
9. Multi-Location Support: If you have multiple locations, ensure the system can handle this complexity. Features like centralized menu management, location-specific pricing, and consolidated reporting can significantly simplify operations for multi-unit restaurants.
10. Customer Support: Consider the level of technical support offered by the provider. Go for vendors that offer 24/7 support, comprehensive onboarding, and regular system updates to ensure your online ordering system remains reliable and up-to-date.

How to Choose the Right Online Ordering System for Your Restaurants?

Selecting the perfect online ordering solution requires careful consideration of your restaurant’s specific needs and goals. Follow these steps to make an informed decision:

1. Assess Your Needs: Evaluate your current operations, customer base, and growth plans to determine the most important features of your restaurant. Start by analyzing your current order volume, peak hours, and types of orders (delivery, pickup, dine-in). Consider your target audience and their preferences. Are they tech-savvy millennials who prefer mobile ordering, or do you cater to a broader demographic that might need a simpler interface? Also, think about your plans. If you’re considering expanding to multiple locations or adding new service types, ensure the system can scale with you.
2. Set a Budget: Consider upfront costs and ongoing fees, including transaction and monthly subscriptions. When budgeting for an online ordering system, look beyond the initial setup costs. Consider ongoing expenses such as monthly subscription fees, transaction fees, and potential costs for updates or additional features. Some providers charge a flat monthly subscription fee, while others take a percentage of each order. Calculate the total cost of ownership over time to make a fair comparison between different options. Don’t forget to factor in potential savings from increased efficiency and sales when evaluating the return on investment.
3. Research Options: Explore different online ordering platforms, reading reviews and case studies from restaurants similar to yours. Take the time to research various options in the market thoroughly. Look for case studies or testimonials from restaurants similar to yours in size, cuisine type, or business model. Online reviews can provide insights into the user experience and potential issues. Industry forums and restaurant associations can also be valuable sources of information and recommendations. Create a shortlist of platforms that align with your needs and budget.
4. Demo the Systems: Request demonstrations or free trials of your top choices to get a hands-on feel for each platform. Nothing beats hands-on experience when evaluating software. Most reputable providers offer demos or free trials of their systems. Take benefit of these to test the user interface from the customer and restaurant management perspective. Pay attention to the ease of menu updates, order management process, and reporting capabilities. If possible, involve key staff members in these trials to get their input, as they’ll use the system daily.
5. Check Integration Capabilities: Ensure the system can integrate smoothly with your existing POS, payment processing, and inventory management systems. Seamless integration with your existing system is essential for maintaining operational efficiency. Verify that the online ordering system can integrate with your current POS system, payment processor, and any other critical software you use (e.g., inventory management, customer relationship management). Discuss the integration process with the providers, including additional costs or technical requirements. A well-integrated system can save significant time and reduce errors in day-to-day operations.
6. Evaluate Customer Support: Consider the level of support each provider offers, including setup assistance and ongoing technical help. Dedicated customer support can make a powerful difference, especially during the initial setup and any future issues. Inquire about the provider’s support hours, response times, and available channels (phone, email, chat). Ask about the onboarding process and what training or resources they offer. Some providers assign a dedicated account manager, which can be particularly helpful for larger operations or those new to online ordering systems.
7. Consider Scalability: Choose a system that can expand your business and adapt to changing needs. Your chosen system should accommodate your business growth and evolving needs. Consider whether the platform can handle increased order volume, add new locations, or incorporate new features as your business expands. Ask about the process and costs of scaling up or adding new functionalities. A scalable system will save you the hassle and expense of switching platforms as your business grows.
8. Analyze Data Ownership: Understand who owns the customer data collected through the platform and how you can use it. Customer data is a valuable asset for personalizing experiences and informing business decisions. Clarify who owns the data collected through the online ordering system. Ideally, you should have full ownership and access to your customer data. Understand what data is collected, how it’s stored, and how to access and use it. Ensure that the system complies with data security regulations in your region, such as GDPR or CCPA.
9. Review Contract Terms: Carefully read the terms of service, paying attention to contract length, cancellation policies, and any hidden fees. Before committing to a system, thoroughly review the contract terms. Pay attention to the length of the contract, cancellation policies, and any penalties for earlier termination. Look out for hidden fees or charges that might not be immediately apparent. Understand the terms for updates and maintenance – are they included in your subscription, or are they additional costs? If there are aspects of the contract you’re doubtful about, don’t hesitate to ask for clarification or negotiate terms that better suit your requirements.
10. Get Team Input: Involve your staff in decision-making, as they’ll use the system daily. Your staff’s buy-in is crucial for successfully implementing any new system. Involve key team members, such as managers, chefs, and front-of-house staff, in the evaluation process. Their insights can be invaluable in recognizing potential issues or benefits you might overlook. Consider their feedback on usability, features, and how the system might impact their daily workflows. A system that your team finds intuitive and helpful will lead to smoother adoption and more effective use in the long run.

Conclusion

Implementing the right online ordering system can significantly impact your restaurant’s success in today’s digital-first world. By carefully considering your options and choosing a solution that aligns with your business goals, you can enhance operational efficiency, improve customer satisfaction, and drive revenue growth.

Remember that the perfect online ordering system meets your current requirements and can adapt as your business evolves. Take the time to thoroughly research and test different options before deciding. With the right digital ordering solution, your restaurant will be well-positioned to succeed in the competitive food service industry.

By embracing technology and providing a seamless online ordering experience, you’re not just keeping up with industry trends but setting your restaurant up for long-term success in the digital age.

Are you looking for the ideal online ordering system for your restaurant? Contact our team to discuss your needs and discover the perfect solution.