It’s one thing to have kiosks, it’s another to make sure the program delivers.
Even before the COVID-19 pandemic, restaurant kiosks were already busily collecting guest orders and sending them to the kitchen. During the pandemic, however, kiosks’ contact-free service became highly valued by customers. And now, kiosks’ lower operating costs and greater efficiency have made them popular with QSR guests and operators alike.
Restaurant kiosk programs – which deliver and run customized kiosks to restaurant locations for a monthly fee – have also helped ease the ongoing labor shortage and mitigate rising costs. Such programs allow a restaurant to operate with fewer counterpersons while still managing large amounts of guest orders.
And yet, despite their value, kiosks face resistance and challenges to their adoption. In this article, we’ll examine six common deployment challenges and what restaurant operators can do to overcome them.
6 restaurant kiosk deployment challenges & how to overcome them
Challenge 1: Cost
The problem: Deploying kiosks can mean significant costs, especially for smaller operations.
The solution: Instead of purchasing and setting up kiosks, restaurant operators can consider leasing kiosks or using a kiosk program as described above. This reduces the initial investment and spreads the costs out over many months, which can make it more feasible.
Additionally, it may help to consider how kiosks can offset their own costs. As mentioned above, they reduce the workload on staff, which means fewer staff are needed to take customer orders. In fact, QSR magazine states that most brands that have deployed kiosks see ticket sizes lift by an average of 30 percent, which directly translates into increased sales.
Challenge 2: Technical issues
The problem: As with any kind of hardware or software, kiosks can have technical issues.
The solution: We all know how frustrating technical problems can be. Adding another piece of technology can mean potential complications with network connectivity, hardware and software compatibility, integration with other systems, and data security. We’ll address integration and security issues separately, so let’s focus on how we can deal with network, hardware, and software issues.
Your first line of defense is an IT support team, whether that’s in-house or contracted through a partner or managed IT company. But if you elect to use a restaurant kiosk program, support (as well as setup and maintenance) may be included in your monthly plan.
When you’re looking for an IT support provider, make sure they have experience in managing restaurant connectivity, hardware/software/systems integration, and data security. Also, check out their technical support offerings; ideally, there should be 24x7 availability with a service level agreement that spells out response times and backup plans.
Challenge 3: Employee resistance
The problem: Employees may not want to deal with kiosk technology – or they may see kiosks as a threat to their jobs,
The solution: The key here is communication. First, provide training and support during the rollout process. Emphasize how the workers will benefit from the kiosk – they’ll be less rushed during peak times and service will be speedier, which means fewer grumpy customers. And don’t forget to train workers in helping customers use the kiosk; that can save a lot of frustration on both sides.
Challenge 4: Customer acceptance
The problem: Customers may be hesitant to use kiosks. This can be due to discomfort with technology, accessibility issues, or a simple reluctance to change.
The solution: Our kiosk index research found that 65% of customers preferred to visit restaurants that used kiosks. (And this was pre-pandemic.) However, there is still a sizable segment of the population that are reluctant to engage with kiosks. How can we change this?
First, we can make kiosks easy to use. As mentioned above, this can involve having an employee help guests use the kiosk until the guests are comfortable with it. As for accessibility issues, many of these can be improved with thoughtful and equitable design choices. However, this falls outside the realm of what restaurant operators themselves can do. What you can do is ensure that at least some kiosks are positioned to be easily accessible (visible and touchable without stretching or straining) to wheelchair users. If options for visually-impaired customers (e.g. tactile feedback, audio cues, etc.) are available, you can ensure these are enabled.
Challenge 5: Systems integration
The problem: Getting kiosk software to work with other systems can be difficult.
The solution: Usually, this is part of the setup of a kiosk rental program. But if you’re doing it in-house, we recommend working with your vendors to ensure compatibility between the kiosk and existing systems. This includes:
Point-of-Sale systems, so customers can use the kiosk to order items and make payments directly.
Inventory Management Systems, so that the kiosk can use real-time inventory information to determine item availability and adjust prices accordingly.
Kitchen Display Systems, so orders can be sent directly to the kitchen once the customer places the order at the kiosk.
Customer Relationship Management tools, which allow customers to sign into their account, view their orders, receive personalized recommendations, etc.
Data Analytics tools, which make it possible to seamlessly gather and analyze order and customer data.
Challenge 6: Security
The problem: Kiosks handle guest’s payment information and other personal data, so security needs to be a priority.
The solution: Kiosk security is tied to your overall IT security; anything connected to a network is only as secure as that network and the other devices it is connected to. Your IT team and your kiosk provider should have a security plan in place that includes:
Encryption and firewalls to protect customer data.
Secure payment process with end-to-end encryption.
Network security (i.e. firewalls, VPNs, access controls) that protect the kiosk from hackers and ensure data is securely transferred within the network.
Regular updates and maintenance to kiosk software.
Ongoing security assessments to identify and repair potential vulnerabilities.
Employee training in cybersecurity protocols.
Additionally, it’s important to physically secure the kiosk with secure fasteners and tamper-proof enclosures. Employees should be trained in these physical safeguards as well and there should be established protocols for handling all physical and digital security events.
Improve your kiosk deployment with Tillster
Are there roadblocks to implementing kiosks in your restaurant? There are, and they most commonly come in the shape of expense, hesitant customers and employees, and technical issues. However, all of these can be addressed -- especially when you find the right partner.
Tillster is a leader in restaurant kiosks; we have years of experience in personalizing, delivering, and supporting kiosks for QSR brands. We can help you integrate kiosks into your existing tech stack and deploy AI algorithms to provide sophisticated cross-sell and upsell opportunities. Plus, we can ensure a great customer experience for your guests by integrating with your CRM, customer data platform, and guest loyalty programs. If you’re ready to streamline your operations with a self-serve kiosk, contact us to schedule a demo.
