Nando’s Singapore is obsessed with the customer experience. Back in 2018, they identified that the usual way that customers placed an order with the cashier created friction and impatience. This wasn’t a training issue but a limitation of their technology. The POS system locked staff into a rigid order flow, requiring them to interrupt customers for mandatory menu choices in a set sequence, instead of allowing them to adapt to the customer’s thought process and preferences.
Nando’s Singapore needed a new approach to ordering, a system that would also work with all their different solutions for inventory management, online ordering, loyalty program and finance. More than just an IT challenge, this represented an opportunity to revolutionise the ordering experience for customers and differentiate Nando’s in the marketplace.
Givex POS’s conversational ordering allows our staff to flexibly enter a customer’s order without having to interrupt and it even reminds staff to ask about mandatory items after the customer has finished speaking. It’s much easier and smoother for customers. And that’s just one example of the ways Givex has helped us increase efficiency and provide a great experience to our customers.
- Moji Neshat, General Manager, Nando’s Singapore
Conversational ordering has been a hit with staff as it makes keying in orders faster and easier. The system also prompts them whenever the customer needs to make a mandatory selection, ensuring orders and combos are valid.
Integrating online ordering into the POS has also eliminated double entry for staff. This removed another potential source of error as the system automatically logged items in the correct revenue centers and routed them to the kitchen. The KDS queued up items in each production area efficiently, improving speed of service.
Givex’s integrations with all of Nando’s back office tools and systems give their team all the data needed for quick decisions.
Overall, Nando’s Singapore is very happy with how the combined Givex solution has helped them tie together the different aspects of their operation, reducing waste, improving efficiency and helping them better serve their customers.