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Enhancing Customer Experience at Restaurants Through PDAs and Wi-Fi Technology

This project explores innovative strategies for increasing customer base and loyalty in restaurants by enhancing the overall customer experience. Alternatives like Wi-Fi-enabled environments and built-in tabletop computers were examined. Implementing wireless, Internet-enabled PDAs offers patrons convenient ordering, table messaging, and merchandise viewing. The project, set for a 20-day rollout, is expected to generate significant revenue and reduce operating costs. A cost-benefit analysis indicates high ROI, providing a strong case for investment in tech enhancements.

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Enhancing Customer Experience at Restaurants Through PDAs and Wi-Fi Technology

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  1. EC-CITE(Enhanced, Customer-Centric IT Experience ) Todd Sinclair GBA 573 12 July 2004

  2. Problem Statement • Explore opportunities to increase restaurant customer base and their loyalty by improving the customer experience. • Alternatives explored • Wi-Fi enabled restaurant • Network of built-in tabletop computer • Change nothing • EC-CITE

  3. EC-CITE • Wi-Fi connected, Internet-enabled, PDA-based technology • To place a food or beverage order • Table to table messaging • View/order merchandise • Internet access

  4. Implementation • 20 days to implement • Redesign of NextPOS • Redesign team and network team • PDAs • Pocket PC 2002/2003 • Connectivity cards • Wireless Network • With Backup Server

  5. Benefits • Increased patronage and customer loyalty due to the enhanced experience • Increased revenues from both food and merchandise sales • Lower operating costs due to less wait staff requirements

  6. Cost Benefit Analysis • Project costs: $65,940 • Expected Benefits $104,200 per year. • Expected Costs $45,000. • ROI: 268% • Assumptions • Pilot program 60 PDAs, • Reduction of one wait staff per 20 • 5% increase annual food and merchandise sales • Tech support and broadband access are costs

  7. Risks • Will there be a demand? • Is wait staff critical? • Do patrons know how to use PDA? • Is the wireless network secure enough? • Are PDA’s rugged enough?

  8. Questions???

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