Our client is a Swiss leading group of private clinics, which manages not only patients but also a number of restaurants inside the clinics. These establishments are cafeterias as well as fine dining restaurants. Giving this diversity, the group mandated openWT to find an innovative way to disrupt the standard process of catering applying to all the group’s restaurants.
Our client’s challenges were as follow:
Lack of visibility for the restaurants
Every restaurant is necessarily inside the clinic and it is clear that customers usually associate the restaurant with the clinic. However, it is a different and independent establishment that should be as visible as any other restaurant. Furthermore, the restaurants suffer from the fact that potential customers too often think that you are supposed to be a patient of the clinic to enjoy the restaurant. Both issues result in a great loss of visibility and an unclear positioning of the clinics’ restaurants on the market.
Lack of waitress’ efficiency
Waitress and their service to customers are at the heart of a restaurant. Many tasks however are also done by the waitress and are not directly related to the service: answering the phone, taking bookings, preparing and controlling the bill, asking for the payment method when at the table (cash/card) and eventually coming back for bill errors.
All these different chores inevitably distract the waitress from their primary focus, which should be serving and assisting all customers that are in the restaurant. The multiplication of various tasks all done by the waitress is detrimental to their efficiency and ultimately the customers’ comfort.
Slow and ordinary customer journey
Finally, it is obvious for our client that nowadays, the restaurant owners should not only focus on serving clients but also offer them a complete restaurant experience. Indeed, our client has noted that a customer’s journey throughout the whole catering process is made of many small and independent actions, such as searching for a restaurant, booking a table, asking for the bill, etc, as it has always been the case. However, it is our client’s opinion that this process has wore off and that most customers do not want to call the restaurant during opening hours to book a table or wait for the bill when finished. The primary focus of a customer at a restaurant is to eat, relax and have a good time. The rest should be taken care of.
"After sorting out all the client’s challenges, we, at OpenWT, decided to come up with a brand new application that centralizes the whole process of a restaurant experience, from searches to payment, and many more features."
Given the nature of our client’s challenges, it was clear to us that they were all closely related. This was therefore the opportunity to launch a brand new application to centralize the whole process of a restaurant experience, to the benefits of all persons involved: restaurant owners, waitress and customers.
Patients, staff and external customers can now search for a restaurant, book a table, split the bill, pay the bill and tip the waitress – all in one app. Plus, they can also have the historic of all the past bills, which is particularly useful for businessmen expensing their lunch for example.
The search feature is associated to a map that helps customers find the perfect restaurant, while allowing all other restaurants to be present at the same time, giving them maximized visibility. This is especially useful for our client given the number of clinics and restaurants, which all benefit from this new visibility. In addition, general information, opening hours and menus are displayed right when you click on a restaurant.
The booking feature, which you can use anytime, anywhere, has the advantage to be connected to your personal calendar, directly syncing every booking customers make.
Regarding the payment of the bill, the app allows the restaurant and the customer to have a synchronized bill in the app. The customer can therefore pay in one click after asking for his table number. For groups, customers can split the bill without any participant limits. With a final click, customers can then rate the service and tip the waitress.
The centralization of all these separate actions therefore allows the restaurants owners to have their waitress fully focus on the service of the customers that are at the restaurant, while providing their customers a digitalized and fun way to enjoy their favorite restaurants. There is much less waiting, and much more efficiency.
- Interview Client to understand his needs
- Create mockups
- Develop the application in Flutter
- Interface with Client tools
- Testing phase with Client’s restaurants
- Improvement of the app based on Client’s restaurants feedbacks
- Delivery to the Client
Show all restaurants on the same map
With the map function, all restaurants owners can be visible at the same time to customers looking for a restaurant.
Make online bookings
The features allow customers to book at table at any time, day and night. The missing of the opening hours by the customer to book a table is no more detrimental for the restaurants owners. Customers’ booking are also automatically synchronized with their personal calendar.
Get and split the Bill, tip in a few clicks
By asking for the table’s number, the customer can pay its bill through the app and decide to split it in a group if needed. It then can tip the waitress and rate the service and the restaurant.
Access and receive all bills
By using the app, the bills are automatically saved in the app and sent by email, becoming accessible anytime to the user and allowing him to track his expenses.
Digitalized user journey
Transactions per month
less coordination effort
Managing Partner and Founder