Pro­motes cus­tomer self-ser­vice with­out com­pro­mis­ing ex­pe­ri­ence

Wine & Dine - - HAPPY GIFTING -

In line with Sin­ga­pore’s Smart Na­tion vi­sion, Koo Kee Restau­rant at 100 Jalan Sul­tan em­barked on the im­ple­men­ta­tion of self-ser­vice kiosk ear­lier this year as the restau­rant was go­ing through ren­o­va­tion for a new con­cept.

While self-ser­vice tech­nol­ogy is not new, but to im­ple­ment a suit­able sys­tem for its cus­tomers is not an easy task. Koo Kee Restau­rant, be­ing one of the main brand un­der Gao Ji Food (S), had a cross-func­tion team set up to su­per­vise the de­sign as well as the im­ple­men­ta­tion of the self-ser­vice con­cept.

The sys­tem provider in this project, Flex-Solver, is a lo­cal re­tail IT com­pany serv­ing pri­mar­ily F&B busi­nesses in Sin­ga­pore. To en­sure smooth devel­op­ment process and suc­cess­ful sys­tem de­ploy­ment, the project man­age­ment team worked closely with Gao Ji Food (S) to iden­tify the po­ten­tial gaps, pro­file cus­tomer groups, study the ex­ist­ing menu, pro­to­type menu pre­sen­ta­tion and fi­nally de­liver a cus­tomised so­lu­tion.

While many restau­rants nowa­days try to sim­plify their menus, Koo Kee Restau­rant of­fers a wide range of food se­lec­tion, from its sig­na­ture Yong Tow Foo, Chicken Rice, Laksa to dessert items. It is in­deed a one-stop so­lu­tion for friends and fam­i­lies to en­joy lo­cal Sin­ga­porean cui­sine. To lessen the work­load of cashiers and kitchen staff of this 24-hour out­let, cus­tomer self-ser­vice is the key.

The ul­ti­mate goal for this ma­jor re­vamp­ing is two-fold, while the self­ser­vice sys­tem must en­hance op­er­a­tion ef­fi­ciency; it should im­prove cus­tomer ex­pe­ri­ence too. A lot of tech­ni­cal de­sign and think­ing were put in to achieve these two seemly con­flict­ing ob­jec­tives. There­fore, any­one who has ever used the self-ser­vice kiosks at Koo Kee Restau­rant will be im­pressed by the ef­fort in­volved in mak­ing the user in­ter­face friendly to all age groups as well as the de­gree of cus­tomi­sa­tion al­lowed.

Fur­ther­more, this in­te­grated sys­tem in­cludes : smart kitchen dis­play, run­ner

“With the help of tech­nol­ogy, we have man­aged to sim­plify the order­ing process and in­crease ef­fi­ciency at Koo Kee Restau­rant, thus cre­at­ing a seam­less din­ing ex­pe­ri­ence.”

- Jareth Tang, Gen­eral Man­ager

dis­play and a call-queue sys­tem. These dis­plays fo­cus on their func­tion­al­i­ties clear lay­out, big font, color cod­ing and bilin­gual in­ter­face (to en­sure that many of the restau­rant’s ma­ture work­ers can adopt to new tech­nol­ogy).

Both Koo Kee Restau­rant and Flex-Solver can agree that a suc­cess­ful IT project is only pos­si­ble when the re­tailer and IT ven­dor work hand-in-hand to fine-tune even the tini­est de­tail. Also, staff train­ing is es­sen­tial to iron out any re­sis­tance to change.

Ever since the re-open­ing in June, most of Koo Kee’s reg­u­lar cus­tomers have switched to self-ser­vice kiosk, which is in­deed faster, clearer and eas­ier! One will be sur­prised by how well the kitchen is util­is­ing smart dis­play to han­dle both dine-in and take-away or­ders ef­fi­ciently. Most im­por­tantly, the man­power sav­ings is likely to cover the IT in­vest­ment in just a few months.

When you pass by Jalan Sul­tan Road, re­mem­ber to drop by and en­joy au­then­tic lo­cal cui­sine with the lat­est re­tail tech­nol­ogy. Most im­por­tantly, do feel the ‘Am­bi­ence of Smart Na­tion Sin­ga­pore!’

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