Case Study:

Enabling Pizza East to increase their guest retention by 75%.

CLIENT QUOTES

  • “We now don’t have the hassle of charging 30 buzzers every night and keeping track of them. It’s great being able to keep the customers more entertained, now that they’ve got the option to click on the weblink and view our menu whilst they’re waiting.”
    General Manage | Pizza East

Client Profile

Pizza East is a trendy and popular restaurant that serves wood oven pizzas, fresh antipasti and daily-changing specials. The restaurant brand is a part of the Soho House group.

THE CHALLENGE

Pizza East used an old-school pager system to manage customers wanting a table. This was managed alongside a scruffy clipboard, and made the process of calling each customer back for their table was extremely time consuming. Customers were often uncertain about the wait and often complained they’d been waiting longer than they had, this caused inefficiency for the staff.  Only about 20% of customers returned if they left the restaurant whilst waiting for a table. Customers frequently walked away with their buzzer devices, costing Pizza East around £300 per month in one site.

Clipboard challenge

THE SOLUTION

Pizza East use Qudini’s Restaurant Waitlist App as a tool to allow their door host to add customers into the app and to easily communicate with them around when their table will become ready. Customers can view a countdown of their waitlist position and can communicate with the restaurant any time if they need to cancel.

Meanwhile staff are able to easily manage customers waiting for tables whilst performing their normal duties on the restaurant floor.

CLIENT RESULTS

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    75%  Increase

    In customer retention due to the improve waitlist experience.

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    £16 K additional revenue

    Made each month through seating more customers.

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    53% Increase

    In customers served since using Qudini, due to improve customer retention and restaurant efficiency.

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    60% cost savings

    That was previously spent on replacing lost pagers and buzzer devices every month.

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    70% Of customers

    Will engage with the Pizza East brand by viewing the waitlist queue position tracker whilst they wait.

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