Click and Collect
Online ordering has unlocked a brand-new way to secure new customers and is emerging as another big revenue driver. Allowing customers to place and customise their own orders not only opens a new avenue for business, it has significant benefits to customers and business owners alike. According to our GO Technology research one in five (22%) of consumers have used click and collect in the last six months with the average of £113.99 being spent monthly on eating and drinking out by click and collect consumers.
While take-out has been around in the restaurant world for a while, click and collect takes it to another level for the customer. It’s an online takeaway ordering system that allows customers to place an order to be collected –by the customer – at a time and day convenient to them. It’s also a great way to access and entice completely new customers who are located close to your venue.
- Give customers the convenience they want
Today’s customers expect hospitality venues to offer a wide range of ordering options. Zonal’s integrated online takeaway ordering system gives customers more choice and greater flexibility, without compromising the control you have over your kitchen and operations.
- Responsive web application
Zonal’s Click and Collect technology is a fully responsive web application, optimising the user journey no matter what device your customers are using to place their order.
- White-labelled for a better booking experience
Zonal’s Click and Collect technology can be fully customised with your brand and logos. This gives customers a seamless ordering experience at all times, with no confusing third-party logos or messaging. Instead, customers know that they’re only interacting with you, giving them complete confidence while placing their order.
- Full EPoS integration
Our Click and Collect platform is fully integrated with Zonal’s suite of technology solutions. This means critical data is shared between systems, giving you greater operational efficiency. For example, stock levels can be automatically updated as each order is placed, while customer spend can be linked to previous transactions to give you a better understanding of each customer’s behaviours, preferences and loyalty.
- No rekeying needed
EPoS integration also means that there’s no need for your team to take orders from one system and input them into your EPoS. All orders are received and processed with no manual rekeying necessary.
- Real-time menu and stock availability
An additional advantage of EPoS integration is that your customers always get a real-time view of your stock and menu availability. This avoids those awkward conversations when you need to call the customer back and explain that their order needs to be changed.
EPoS integration also means that you can publish site-specific meal deals and offers – great if you have a special promotion in a particular venue or have lots of stock you’d like to shift!
- Configure the volume of orders per time slot
With our Click and Collect system you always retain complete control of the number of orders you receive through this channel at any given time. So, if you know you’ll be busy with dining customers at peak times, you can simply set the system to reduce the number of orders that can be accepted. Your customers will then see a message advising them of the next available time slot for collection.
This means your kitchen is never overwhelmed with orders from multiple sources, and you can always ensure a steady flow of tickets.
- Delayed ordering and buffer times
Our intelligent online food ordering system will only show orders to your kitchen team when preparation needs to begin. Instead of simply printing tickets as orders are placed by customers, the system will delay displaying information until it’s actually needed. As a result, your kitchen is cool, calm and collected – not bombarded with orders that may not need processing for hours.
- Order specifications: plate or bag
You can even give your customers extra choice in how their meals are presented. For example, do they want their dishes served in a box or on a plate? These are the small touches that make a real difference to the customer experience you deliver.
- Voucher redemption
Customers ordering online are often looking for promotional vouchers to get a special deal. EPoS integration means it’s quick and easy to redeem vouchers through our Click and Collect solution, with no rekeying needed.
- Secure checkout
Click and Collect payments and card details are processed safely and securely, by Braintree, which also accepts alternative payment methods such as Apple Pay and Google Pay.
- EPoS integration to ensure operational efficiency and a great customer experience
- Real-time menu information enabled with real-time stock, pricing and promotions
- Integrates with Zonal’s full suite hospitality systems software such as our voucher solution.
- Fully branded to the look and feel will convey your brand experience from end-to-end
Q: Do you need to have Zonal’s EPoS system to use Click & Collect?
A: Yes, you will need to be using Zonal’s Aztec EPoS in order to deploy our Click & Collect solution.
Q: How would my team manage the number/volume of orders that come through the Click and Collect channel?
A: Capacity is managed through Zonal’s content management platform – iOrder, at a head office level. Each timeslot can have a maximum number of orders and this can be configured per site.
Q: What percentage of sales could we expect to receive from Click & Collect?
A: It depends on a number of factors – each business is unique. We would look to address this as part of a project scoping exercise.
Q: Can I start with a smaller menu and increase the size at a later date?
A: Yes, this is fully customisable – you can create a menu specifically for Click & Collect, with a smaller subset of products and then add more products as you see fit.
Q: Can I set different prices for eat-in and takeaway?
A: Yes – products and prices can be configured separately in Zonal’s EPoS system, allowing you to create separate products or portions with different price points.
Q: What are the main use cases of Click & Collect? For example, is it aimed for restaurants in the city to be able to provide takeaway lunches?
A: The primary use case is to offer the convenience to the customers to allow them to come in-venue to pick up the items for consumption out of the venue. It could be that the customer is on the way home from their commute or wants to a different experience to what they would receive from a traditional takeaway.
Q: Does Apple pay currently only work when accessing the site through Safari?
A: Yes, Apple Pay on the web requires Safari and iOS devices with a Secure Element—an industry-standard, certified chip designed to store payment information safely. On mac operating systems, users must have an Apple Pay-capable iPhone or Apple Watch to authorize the payment or MacBook Pro with Touch ID. For more information visit https://developer.apple.com/documentation/apple_pay_on_the_web
Q: Do you need Zonal’s Kitchen IQ system, or can the old Logwood system still be used?
A: Yes, the Logwood system can be used as well as Kitchen IQ.
Q: Do you need extra hardware, software or plug-ins on Aztec on the on-site PC?
Answer: ZCF will be needed to be installed at both head office level and site level.
Q: What payment gateway do you integrate with?
A: We integrate with Braintree Payments
Q: How do you see this progressing into other platforms like Uber Eats/Deliveroo etc?
A: We have integrations in pilot with delivery partners that will come to market later in 2019 that will enable our customers to remove the requirement to have a tablet to accept these orders.
Q: Has the product been implemented to smaller customers with little/no central IT/customer service resource?
A: Yes, we have small customers using the system.
Q: Who makes changes to items, prices, new items etc, do we (the customer) implement those, or do we send a list over to our Zonal account manager, who organises the changes?
A: In most cases, the iOrder Platform is used in a self-service manner. Depending on arrangements made with Aztec changes, it could be discussed.
Q: Is there an alternative to using Braintree as our payment gateway?
A: Unfortunately, currently Braintree is the only supported payment processor.
Q: How does order volume through Click & Collect compare to that of delivery?
A: This very much depends on your individual business
Q: If an order is made for two hours’ time, how does the system ensure that the item doesn’t go out of stock?
A: When a Click & Collect order is placed, the order is delivered straight into Zonal’s Aztec EPoS as a delayed order, which reduces from stock and then at a configurable time per site, the order is sent through to the kitchen to be prepared. It will use the stock limits at the time of ordering.
Q: How much does it cost, per site, per month? What is your pricing model?
A: The per site per month cost depends on the number of sites you have. There are also setup costs depending on how much web work is required by Zonal. Your Zonal account manager can provide a quotation for you based on the size of your estate.
Q: Will the menus created for Click & Collect within iOrder run off the same menus already created within iOrder for the order and pay app or do additional menus need creating?
A: Yes, existing menus that have been created can be utilised, if needed. It may depend on what products are offered to the customer in a Click & Collect journey. However, the menu is customisable as you can create a menu with a smaller subset of products and then add more products as they see fit.
Q: Do the single sign-on Click & Collect orders accrue rewards via Zonal’s loyalty platform?
A: Not currently but this is on our roadmap.
Q: Can Click & Collect be used nationwide?
A: Yes, although you will know whether Click & Collect would be a suitable sales channel for your business depending on the location of your venue/s.