Owned by Bel Cibo Hospitality Pvt. Ltd., Imperfecto made its grand entry in the Restaurant Industry in 2013 with their first restaurant in Hauz Khas Village shortly followed by the second one in Gurgaon’s Cyberhub. After claiming prominent spots in two of the most popular hubs in Delhi NCR, today Imperfecto has 6 outlets in Delhi NCR.
They have been a vivid user of inResto products. Recently. We got into a conversation with them understanding their mantra to manage one of the busiest gastropubs in Delhi and how technology has helped him simplify these tasks.
Chaotic Manual Walk-In & Reservation Management
Prior inResto, walk-ins and reservations were managed manually. Since all the outlets are located in the busiest locales of Delhi-NCR, the number of walk-ins were huge. The unorganized way of managing these high number of walk-ins lead to customer attrition and eventually revenue loss. Also, the manual door management was an added manpower cost as well as time. There had been times when the host went inside to check for vacant seats and another guest just walked in the restaurant, leading to more chaos
With the advent of technology in almost every process of running a restaurant, Imperfecto understood felt the need of a system that can help their staff manage walk-ins and reservations more effectively, especially during rush hours.
With inResto Reserve in place, the staff of Imperfecto was able to manage bookings from various sources including direct calls, social media pages and table reservation platforms like Dineout. Also, with table management feature, the host was able to monitor the real-time status of tables, even on the rooftop, making walk-in and table management a cakewalk.
Customer Data is Super Important
Located in the most popular location, Imperfecto has its own pros and cons. While a good location increases the visibility, the same eventually made it difficult for them to sustain the number of new and repeat customers on a daily basis. That’s why Imperfecto organizes events regularly, even on weekdays to attract more and more customers. The challenge here was to inform the correct customers about these daily events. While Facebook & Instagram pages helped them spread the word, they cannot deny the fact that personalized messages targeted to a specific segment of customers proved to be extremely effective to get more customers.
Just like any other restaurant, the host used to collect the details either before the customers walked into the outlet and/or while filling the feedback form. The pen-paper method of collecting this data used to put extra work on the staff to organize the same in a proper manner post their shift. Another challenge was to use this data effectively to run for future leverage. With inResto, the customer data collection became super organized. Also, the proper customer timelines helped their marketing team to understand their customer and run targeted campaigns for better ROI right from inResto’s platform.
Restaurant Management Made Easy With inResto
With inResto, Imperfecto got a robust solution which let them:
- Easily manage Reservations from various sources and walk-ins on a single dashboard
- Seamless configuration of the floor and section layout and monitor the real-time status of tables to improve table turnaround time
- Maintain customer records, preferences, dine-in history on a digital platform to offer personalized service, thus improving the overall dine-in experience
- Collect & organize feedback digitally. Take immediate action for negative feedback to salvage the situation and enhance the overall customer experience.
“inResto is super easy to set up. We just gave a few details and the setup was entirely done by inResto team.” Karan Kumar, Manager – Informal by Imperfecto – Janpath
Driven more revenue and increase profitability by lowering table turn around time
- 20% increase in repeat business by offering a personalized experience to guests – by capturing guests preferences, visit history etc.
- 120 manhours saved every month
- 30% Increase in operational efficiency
- 300% increase in the customer database
- Over 500,000 customers reach via targeted campaigns
inResto along with Dineout has opened new avenues for Imperfecto to not only manage their restaurant more effectively but also reduce the manual effort, thus helping them offer the best dine-in experience for all customers.
Image Source – Dineout | Imperfecto Facebook Page
We are ecstatic to welcome Torqus, a Pune based restaurant management software to our family. Dineout has acquired Torqus, taking a step ahead in strengthening our position as a full stack service provider and making Dineout the largest dining out platform. Following this acquisition and a combined client base of 10,000 restaurants across 70+ cities in India, Dineout will be the largest platform in India to offer B2B and B2C restaurant management services.
“The food industry is thriving with innovations and we are excited to announce the acquisition of Torqus thus effectively making Dineout a full stack technology service provider to the restaurant industry globally. While most of the innovations have been taking place in aggregation and delivery space, Dineout and Torqus combined with enable us to tap the immense possibilities in the restaurant market. The wide range of SaaS products offered by Torqus and the wide range of Dineout will certainly redefine the restaurant market in India”, said Ankit Mehrotra, co-founder and business head of Dineout.
“Torqus is already the most comprehensive SaaS based restaurant management software platform in the industry. We are excited to join Dineout as together we can deliver the best end to end experience to Restaurateurs – from generating new business to managing back end operations,” said Tanmay Ratnaparkhe, co-founder and CEO – Torqus
Launched in 2013 by Tanmay Ratnaparkhe and Suneet Kulkarni as a POS (Point-Of-Sale) service provider, Torqus today offers a cloud based SaaS platform for restaurant business. This helps restaurants manage all their backend activities, ranging from procurement to billing to taking feedback from end customers post their meal. These services help you have a seamless dine in experience at the restaurant. Currently, it is being used in more than 3500 outlets across 70+ cities in 5 countries.
Torqus’ key strength lies in providing a highly efficient and convenient software to run a restaurant, including Point of Sale (billing system), Head Office and Supply Chain Management.
- POS Software takes extensive care of all the functionalities of a restaurant outlet, ranging from steward management to managing a dynamic menu
- Head office accumulates customer data, manages and tracks delivery stages, aggressive SMS marketing, as well as managing data from a single access point.
- Supply Chain Management enables efficient management of the restaurant chain inventory by strategically coordinating all business functions, ranging from procurement and manufacturing to sale estimation and invoicing.
In September 2015, Times Group-owned, Dineout, acquired inResto, thus furthering their mission to enable thousands of restaurants become smarter and more efficient. Times Internet is World’s No.1 premium digital publisher and the digital venture of Times of India, India’s largest media and entertainment group.
Torqus joining hands with Dineout, is sure to make the platform a prominent force in the restaurant tech space. With this revolutionizing joining of forces, the only way for Dineout is upwards and onwards.
Loyal Diner: ‘Hey, do you want to go have waffles? I have a coupon with 50% off desserts’.
Prospective Diner: ‘That’s a pretty generous discount. You must be a regular visitor at their restaurant’
Now that’s a delightful conversation clearly highlighting the benefits of customer loyalty programs.
With competition brewing on all sides, it is important to engage your customers by giving them a positive restaurant experience while offering them perks that show you care about them. After all, you are 50% more likely to sell to a repeat customer than a new one. In a study done in the US by the National Restaurant Association, 57% of adult consumers are more likely to visit restaurants that offer loyalty programs. We feel that metric is probably quite close to the Indian scenario. Doesn’t it make sense to emphasise nurturing our relationship with our existing customers over acquiring new ones?
There is always a potential pool of customers, but how would you target the ones that would remain loyal to you?
Identify and engage
According to statistics, chances of a customer being loyal to your restaurant increases by 80% if they return for a third visit. With consumer sentiment shifting constantly, it becomes all the more necessary to make sure their experience is authentic and personalised which will, in turn, increase your chances of gaining loyal customers.
A simple text message has proven to be useful in driving customer traffic to restaurants. An SMS doesn’t just limit itself to fancy discount coupons, but is an effective medium in forming a communication between your diners and your restaurants. Customers are over four times more likely to open an SMS than an email, making it the top choice for customer service.
Plus, research shows that 91% of people keep their mobiles closeby throughout the day, and most of them read their text messages.
The success of your restaurant, thus, lies in identification, engagement and customer retention. A more personalised experience, based on understanding of the basic customer needs and imbibing your restaurant with attributes for customer satisfaction will convert your satisfied customers into devoted ones.
Incentives and reward programs
Did you know loyal customers are worth up to 10 times as much as their first purchase?
If you truly want to build a loyal customer base, offering perks and incentives to your diners is one way of keeping them happy.
One good example of this practice is the airline and hotel industry, who reward points to their frequent customers which later translates into some kind of discount, gift card and other special treatments.That’s why passengers prefer flying a particular airline or staying at a hotel offering them the maximum points.The much popular coffee chain, Starbucks, in addition to their reward program, engages the customers to use their app to place order, pay and even access streamed music. With earning stars being a part of the Starbucks loyalty reward program, customers can later redeem these stars as rewards like free coffee.
Gain loyal customers with a problem-solving approach
Who isn’t looking for a loyal customer? With technology, you can reach out to them in ways that weren’t possible before. A usual discount offer has no charm anymore and customers expect a specifically crafted and personalized plan. Personal gestures in the form of birthday and anniversary cards and wishes, or personalised gift cards on special occasions, can delight them and improve the probability that they will come back. Restaurants everywhere need to engage in this practice as 80% of your future revenue will come from 20% of your existing customers.
Divide and delight
Smart and targeted communication is another key approach that helps in creating opportunities and experiences for the customers.
Segregate your customer base depending upon their needs and use. There are always a bunch of spenders, looking for quality service, then there are the loyalists, who’d love you for your brand value and would stay loyal, no matter what. The ones who do not like burning a hole in their pocket and are big on savings would hunt you for your amazing deals. Strategize to make sure you have something to offer to each category.
This service that caters to all of these segments of your customers and gives you the option to appreciate each of them based on their preferences and behaviour. The loyalty program has three avenues:
- Visit based: Offers that include a free starter or a beer after 3 regular visit to the restaurant.
- Expenditure based: Earn 1 point for every Rs.100 spent and redeem all collected points at a later stage as discounts, gift cards or coupons.
- Punch Card Based: A coffee on the house after you have bought 4 of them.
Dining, over the years, has turned into a personalized experience, thus making customers an integral and crucial part of the restaurant business. It can cost 5x more to acquire new customers than to keep current ones, so retargeting campaigns and loyalty programs are essential in a robust, cost-effective growth plan. This makes inResto Loyalty an essential tool that can help you nurture stronger relationships with your customers, thereby helping you build consistency and confidence, delighting them at every turn. Plus, the controls are in your hands. You take the calls. Want to find out more about the product? Click here.
When a customer dines at a café or a restaurant, food is just half of the story. It’s the overall experience that counts, including the way diners are treated by your staff.
According to a recent study, 73% of diners prefer more personalized experiences, even if that means a brand uses their personal data. During the busiest hours, collecting information, managing it, and personalizing the user-experience can be difficult. With inResto Feedback, you can now get access to an all-in-one platform that can be used to give your customers a valuable and memorable dining experience.
Managing Feedback through Analytics
It is essential for any restaurant to get honest customer feedback to improve its overall service. inResto feedback takes the customer’s particulars and intelligently tracks the data points to build reports in the inResto Dashboard. These reports are then used to segment your audience and create a database. It also sends reminders to your visitors and creates personalized wishes and customized offers. In a nutshell, it helps you monitor every aspect of your restaurant from the diner’s perspective so you can optimize its performance and take preemptive steps to fix recurring issues.
Feedback for the Food Menu
Of course, understanding your customer’s perception of the taste and texture of the food, and their suggestions to help you improve the dishes you serve, and add to the restaurant’s menu, is invaluable. After all, one must consider constructive feedback from their diners, rather than working on uncertain assumptions.
Another important thing to keep a track of is food quality in real time. If a recipe goes horribly wrong, it needs to be addressed immediately before it spreads across social media. On inResto, as soon as a bad review gets entered in the food section, not only will the customer be given more options to get the details of what went wrong, but you will also get an alert so you can go to their table and remedy the situation with an offer of a free meal, a complimentary dessert, or whatever else you choose, before the news spreads to their social circles.
Feedback for Staff Performance
The ratings for each staff member in accordance with how they treated the customers, gives an idea of the staff’s performance. This leads to a better analysis of the staff performance and gives you reliable data to assist in your hiring and training decisions. You could even design reward platforms to recognize and/or incentivize your staff based on their ratings.
Feedback to fix issues as they happen
The immediate grievance redressal system lets you approach the customer at your restaurant as soon as they give a rating of 2 or less on any of the questions on the feedback form. When this happens, you are immediately alerted, so you have an opportunity to discuss the matter with the diners and try and improve their experience then and there.
This information extracted from the customer feedback can be used in a constructive manner to build loyalty programs and campaign ideas to recognize, re-engage and connect with your customers.
You have spent a fortune on building and developing your dream of a restaurant. So why take a chance on guessing what your diners think when you can track everything easily with technology. Get inResto for your restaurant and manage every aspect without a hassle. Especially with inResto Feedback, cold, hard data can make your customers’ dining experiences feel more warm and caring.
In the F&B industry, outstanding service is sublime, but it is exceptional efficiency at the end of the day that paves the way for success. Enter inResto, a unique restaurant management software that makes use of technology to create end-to-end solutions for restaurateurs. It is the only open platform that successfully connects with various services across the food-tech ecosystem thereby providing holistic solutions for guest management goals of restaurants. With the advent of new restaurants opening every other day, and the competition among restaurants becoming more cutthroat than ever, inResto gives your restaurant that extra edge. Here’s why every restaurant needs to be well versed with this restaurant technology management system.
1. Because you’d rather have your customers make lines inside the bar than outside the restaurant door
inResto helps your host or hostess manage all your reservations from one simple interface. Whether the reservation comes in from your website, Facebook, from reservation platforms like Dineout, or even over the phone, they are all funnelled into inResto Reserve, where diners can be assigned tables or put on the waiting list, all from the app. This, in turn, dramatically reduces unorganized waiting lines, dissatisfied customers, and unaccounted leads.
2. Because feedback that counts needs a more dependable channel than arbitrary sheets of paper
Every critique, every word of appreciation and every opinion of your customer goes a long way to eventually fostering a fulfilling relationship with them. Often, the entire customer data is recorded using pen and paper, which usually gets lost. The feedback system via inResto on the other hand, is progressive, intelligent and intuitive. For instance, if the diner rates an aspect of their experience 3 stars or lower, it immediately shows more questions to get more details. Not only does this greatly enhance your diner’s experience, but also is a great tool to assess the performance of your servers and the departments of your restaurant.
3. Because your table inventory needs to be reinvented
inResto brings you data driven analytics that not only configures your floor and section layouts but also monitors real-time status of tables. This helps you in planning the seating to accommodate more customers, reduces the tables’ turnaround time and maximizes your seating inventory. Thus, at the end of the day you are able to utilize and manage your tables to their optimal capacity; efficiently and effectively seating more customers, thereby increasing revenues.
4. Because we strive to maximise your gains
We believe that the strongest customer experiences come from the simplest of steps. All the data collected from various platforms comes together at the inResto Dashboard that makes use of various tools and features which aids in generating more profits. The campaign management tool is one such offering that not only engages but also re-engages and retargets your customers. This makes your overall restaurant management an economically more efficient venture as re-engaging a customer for a transaction costs three times lesser than acquiring new customers.
5. Because we understand that businesses run on relationships
There is power in the concept of personalization and inResto recognises that. It provides to you an insight-based loyalty programme that helps you identify your loyal customers and rewards them for keeping them engaged with your restaurant. It also employs strong customer communication through emails and SMSes that help keep your patrons in the loop. Here, you can easily set up a customizable programme where diners can get a free beer, desserts, points for their visits or expenditure, and much more.
Summing up, consider the following scenario – delectable cuisine, ambience that provides a sense of exclusivity and services, simply on point. The customers are in love with everything you provide yet may hesitate in coming to you again.
inResto figures out the whys and the whats so that you can concentrate on providing your clientele with the experience of a lifetime, and have them coming back for more.
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