NCR CUSTOMER SELF-SERVICE AND KITCHEN PRODUCTION SYSTEM

Transcription

1 NCR CUSTOMER SELF-SERVICE AND KITCHEN PRODUCTION SYSTEM

2 AGENDA BACKGROUND CLIENT-BASE SOLUTION ARCHITECTURE KEY FEATURES BEST PRACTICE HIGHLIGHTS ROADMAP WHY NCR?

3 NCR Background Serving the Petroleum and Convenience Retail Industry 22 of top 30 Convenience retailers in NA use NCR 25+ years delivering site-based solutions for petroleum and convenience 1991 introduced first touch-screen POS built specifically for PCR 350+ people dedicated to petroleum & convenience retail 45 Billion gallons sold annually through NCR POS 61,000+ Sites installed worldwide Version 7

4 INNOVATIVE CUSTOMERS

5 Self-Service Snapshot Petroleum and Convenience Retail, North America ~20 years of experience with Customer Self-Service and Kitchen Production System solutions 3,000+ sites with 7,500+ kiosks deployed Integration into existing store network and operations Product investment and road map driven by industry leading retailers

6 NCR LEADING MAKES THE IN EVERYDAY INNOVATION EASIER 100% order accuracy, over 500% increase in food orders, sold 3 times as many new products

7 NCR FOOD LEADING MADE TO IN ORDER INNOVATION Award-winning menu of Made-to-Order Subz, Saladz, and Sheetz Bros. Coffeez ; Merchandise & Food Service POS, Drive-Thru & Self-Service Kiosks

8 NCR IN WORLD S LARGEST C- STORE 68,000 sq. ft; 31 POS; 13 Kiosks; 60 Fueling Positions; 15 Kiosks; 4 Kitchen Stations

9 NCR PETRO-CANADA S IN WORLD S LARGEST FOOD C- STORE CONCEPT Drive Thru POS; Customer Self-Service; Kitchen Production Systems; Self management of content and menu updates through centralized control

10 SITE ARCHITECTURE

11 NCR RPOS Architecture Loyalty Host Connections Payment Network Electronic Payment Controller POS 1 POS 2 Dispenser Dispenser Self-Service Kiosks Switch Fuel Controller Optional Home Office / Remote Access / Cloud Solutions Site Controller / Cash Management / Fuel Inventory / Dry Goods Inventory Kitchen Systems 3 rd Party Back Office

12 KEY FEATURES AND BEST PRACTICES Highlights

13 NCR CUSTOMER SELF-SERVICE (CSS) Intelligent condiment display ("default condiments") Lock/hide items (e.g. "86 soup") Menu and screen saver by time of day Receipt barcode for recall at point of sale Backup Printer (auto-failover)

14 NCR CUSTOMER SELF-SERVICE (CSS) Intelligent condiment display ("default condiments") Lock/hide items (e.g. "86 soup") Menu and screen saver by time of day Receipt barcode for recall at point of sale Backup Printer (auto-failover)

15 NCR KITCHEN PRODUCTION SYSTEM (KPS) Same configuration and support tools as CSS Condiment Sorting (display/print based on your production line layout) Expeditor station Load balancing (two stations with same route share orders) Timer with caution and warning status (colored headings)

16 Best Practice CSS Program CLEAR GOALS & OBJECTIVES Success defined at project inception and must be measurable. AUTOMATE TO SIMPLIFY A PROCESS It s not about the technology, it s about operations. VISIBILITY & RELIABILITY Presence & function of self-service devices must be obvious. Placement & signage are critical.

17 Best Practice CSS Program (Continued) TRANSACTION VOLUME Incenting trial is key customers exhibit significant repeat usage after first successful transaction. FOCUS ON CUSTOMER VALUE Information, Speed, Accuracy, Control over transaction customers won t use self-service simply because it boosts sales or reduces labor expense. INVOLVE SITE PERSONNEL Site personnel must be proponents of the solution.

18 Best Practice Specific Highlights CUSTOMER ACCEPTANCE Ambassador program in pilots and new markets Encourage associates to socialize with customers ORDER FLOW Consistency (your current order flow, others flows) UPSELLING Invest in quality graphics throughout order flow Intelligent upsell groups HARDWARE PLACEMENT High-visibility Low traffic Forward-facing kitchen stations

19 Best Practice Built-In User Interface divided into zones for: 1) Instructional Messaging 2) Primary Interaction 3) Secondary Interaction 4) Feedback 5) Promotional Messaging & Supplemental Information 6) Branding

20 Best Practice Tricks & Tips - CSS INSTRUCTIONS ON KIOSK & RECEIPT Take receipt. Continue shopping. Pay cashier. Return for pick-up. USE MENU & SCREEN SAVER BY TIME OF DAY Promote current items. PROGRESS BAR Helps prevents walkaway cancels

21 Best Practice Tricks & Tips - KPS RECIPE HINTS IN ITEM DESCRIPTION Staff-only notes in item name (i.e. 2 pumps or 3 slices, characters 21+) Improves new-item introductions (training, consistency) PRINTERS: APPROPRIATE TECHNOLOGY BY PREP STATION Thermal printers for most stations Impact printers for pizza stations No printer for Expeditor station KITCHEN MOUNTING Ceiling, wall, shelf

22 ROADMAP

23 Roadmap The Future of NCR CSS & KPS NCR SELF CHECK-OUT INTEGRATION in pilot Order at CSS Scan CSS receipt on SCO and tender (with cash/credit, additional items, etc) ORDER BRIDGE 2013 Online ordering Orders sent to store for production REMEMBER ME 2013 Uses loyalty card to remember recent items with all customizations Requires NCR Enterprise Preference Manager (EPM) MENU BOARD INTEGRATION Future NCR VitalCAST integration for consistent messaging and pricing One pricebook import updates POS, Pump, CSS and Menu Board

24 WHY NCR? Best Products Most Experience Most Innovative Customers Deepest Integration Robust Roadmap Hardware Software Services The Leader in Consumer Transaction Technology

25 TAKEAWAY SLIDES

26 Industry Trends Food Service as an Important Profit Center Elimination of lines between retail and food-service operators Deep industry experience is important, but flexibility is crucial The need for petroleum retailers to develop new profit centers Increased operating costs (health care, the new swipe fee?) Continued depression in fuel margins Increased importance of food service 29% of Susser Holdings gross profits. (Tobacco is 10%.) CSP Daily News, Oct 8, 2010

27 Key Benefits Of Implementing NCR CSS & KPS Improve Customer Service Reduces wait times that lead to walkaways Increases accuracy of order and speed of service Reward repeat customers Drive Higher Revenue Highlight promotions and high-dollar / high-margin items Recurring up-sell & cross-sell approach Increases card usage leads to higher check averages Reduce Operating Costs Increased order accuracy reduces waste Reduced signage need; use kiosks to manage promos, new items Optimizes labor utilization

28 NCR Customer Self-Service (CSS) Major Features Backup Printer (auto-failover) Central configuration Customizable graphics and button layout Employee-assisted kiosk (2-sided option) Intelligent Condiment Display ("default condiments") Lock/hide items (e.g. "86 soup") Meals/Combos Menu by terminal Menu by Time of Day Multi-lingual Prices (display or not display) Receipt barcode for recall at Point of Sale Same support tools as point of sale Screen saver by terminal Screen saver by Time of Day Static or motion buttons Static or motion screen saver Substitutions Taxes (display or not display) Upsell Features

29 NCR Kitchen Production System (KPS) Major Features Condiment Sorting (display/print based on your production line layout) Configurable bump bar layout Configurable display settings (# trans, shape, etc..) Display on-the-fly (or after order completed) Display transaction state - tendered, stored, etc. (requires Radiant POS) Expeditor Station First transaction alarm ('wake up' alarm) Load Balancing (two stations with same route share orders) Multiple routings per station for Normal, Busy, Slow, and other times Print receipts, receipts on label Recall previously cleared order Receipt barcode for recall at Point of Sale Remote printers Routings for kitchen production Station closed (items route to other stations) Thermal and impact printer support (for quick printing vs. hot areas) Timer with Caution and Warning status (colored headings)

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