Canteen Goes Self-Service

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Ordering kiosks cut queues in Kent University's busy canteen. Counter staff can now concentrate on fulfilling orders rather than taking them, which leads to increased productivity and a reduction in waiting times for the customer.
 
During peak times, queues and congestion at Kent University’s catering outlets were somewhat inevitable, making their catering operations a top priority for improvement. The University adopted a semi-portable, stand-alone counter concept featuring a touchscreen kiosk self-ordering system from Xpress Ordering. Now, customers can order their sandwiches, snacks and drinks through the touch screen kiosks, or even online from their own desktop PC.
 
Nigel Allan, Director of Xpress Ordering, explains, “We were set a series of aims and objectives: we had to provide a robust solution in line with the brand and operational needs of the University, which was capable of driving sales. Reducing queuing and congestion was a priority, as was improving productivity. Added to that was the desire within the University to create an innovative offering that delivered an added value customer service experience.”
The ‘Bag It’ solution is a secure, lockable unit that opens out to reveal a full service counter, complete with touch screen ordering terminals, printers and LED call order displays. Customers are invited to select their choice of meal, as well as add extras. Having placed their order, customers take their receipt and wait for their order number to be displayed on the LED number boards.
 
Orders can be paid for at the point of order, via the VMC Metro cashless system, or at a till, or at the point of collection if they have been ordered online.
 
Counter staff can now concentrate on fulfilling orders rather than taking them, which leads to increased productivity and a reduction in waiting times for the customer.
Customers are invited to specify their choice of sandwiches or snacks and select their bread, spread, filling etc…Customers are prompted to add extras, such as additional fillings and garnishes. This has been proved to increase average order value’, Nigel said. ‘In Bag It, they can also order a good deal more.’
 
This self-service concept has been warmly received by Keith Williams, Kent Hospitality’s Catering Operations Manager: “In terms of the technology itself we wanted very much to remove the peaks and troughs of the lunch hour and reduce queues by making sandwiches in off-peak periods and to help us ‘sell-up’ by encouraging customers to navigate through options offering hot and cold drinks, snacks and confectionery after they’d chosen their sandwich.”
“The ‘Bag It’ unit delivers tangible benefits, too,” he continued. “It closes in on itself, which is great where security is concerned as well as being a real time-saver. Before Bag It, it used to take staff two hours a day to set-up for business. Another bonus is that Bag It offers us flexibility we’ve never had before. The unit is located in a hall that has a capacity of 600 people. Bag It can easily be dismantled and its four sections can be removed via a standard door opening, allowing us to use the unimpaired space for conferences, formal dinners and fine dining.”
 
The system is centrally hosted by Xpress Ordering providing a total solution for the client, with minimum IT requirements. System management is performed either online or, via the touch screen terminals including stock control, reports and promotions.