Archive for the “Online Ordering & Delivery” Category

Advance orders are the new reservations on NYE in 2020

In a typical year, most full-service restaurants would find themselves completely booked up with New Year’s Eve reservations by Dec. 29. Today, most are facing capacity limits or full bans on on-premise dining as we head into one of the busiest nights of the year for the industry.

Fortunately, there is a bright spot. In lieu of reservations, guests are placing takeout orders – and further in advance than years’ past.

Leading up to the Christmas holiday, Paytronix data showed advance orders for New Year’s Eve had tripled over the same period in 2019. While it’s unlikely that overall takeout orders on Dec. 31 will triple, the data does indicate that guests were placing their orders much earlier than usual. This may be indicative of the shift from reservations to online orders.

This year’s advance orders, while more plentiful, are generally smaller in size than in years past, most likely due to fewer catering orders for large, private parties.

In 2019, relatively few orders were placed before Dec. 25, but those that were averaged high check totals. Orders placed more than 8 days in advance last year had check sizes between $500 and $3,000, while 2020 has seen smaller checks – from $40 to $400 – placed anywhere from two to eight days in advance.

This likely means that while there are few parties planned to ring in 2021, many guests still plan to keep up tradition and celebrate with a nice meal in small groups at home.

The 2021 restaurant and c-stores landscape… and the big party in our future

Like most of America, the restaurant and c-store industries will be happy to bid 2020 goodbye and hope for a fresh start in 2021. As we at Paytronix look toward the future, we see a brightening on the horizon, one that may even end in a large party.

But getting there is going to mean change, not only in how the industry thinks about guest engagement, but also in how restaurants themselves are constructed. We predict that as restaurant and c-store brands move beyond the pandemic, they will need to make significant investments in the technology infrastructure that enables them to focus on truly owning the guest. […]

2021 Predictions: The Fusion of Safety and Convenience

This year, society embraced e-commerce like never before. When the COVID-19 pandemic forced people to stay home and made everyone hyper-aware of their susceptibility to germs and viruses, consumers turned to digital platforms not for convenience, but for comfort and safety. 

E-commerce options like contactless payments, online ordering and delivery and subscription programs saw an explosion of new adoption by consumers—and by brands trying to appeal to those consumers—because it was the safest option available. Moving forward, consumers will continue to use these digital channels, but they’ll have resumed looking for the ease of use and convenience that they demanded before the pandemic. 

There are three trends expected to make waves in the convenience store industry in 2021: 

1) Convenience store shoppers who temporarily prioritized safety over convenience will expect both. After a years-long focus on creating frictionless environments for customers, c-stores switched gears in 2020 and began focusing on touchless experiences instead. The shift was evident both in new offerings, like online ordering and curbside pickup, and in tone. Brands emphasized the safety of these offerings over the convenience by signaling that they were “touchless” options. 

Moving forward, customers will still expect that enhanced level of safety, but their patience for learning new platforms and using clunky workarounds will wane. C-stores will need to adopt technologies that both limit physical contact and minimize friction. 

2) The industry will continue to experiment with drive-thrus and curbside pickup. Drive-thrus were especially lucrative for restaurants this year: the drive-thru represented 42% of all restaurant visits in the second quarter and increased a further 13% in July, when many restaurants began to reopen.

Convenience stores—especially those with made-to-order food offerings—are looking to capitalize on this trend. Over this past summer, Wawa announced plans to build a drive-thru and curbside pickup-only store in Pennsylvania. Consumer preferences for options like these are likely to continue into 2021 and beyond. 

3) Recurring digital revenue streams will become a staple of the convenience industry. The accelerated shift toward e-commerce brought on by the pandemic means that consumers are developing a preference for omnichannel engagement with their favorite brands, where loyalty, payment and ordering all work together seamlessly. 

That preference also applies to recurring payments in the form of subscriptions. Customers are already accustomed to paying this way for everything from groceries to pet supplies, and now subscriptions are straddling the digital and physical realms, with programs like Cumberland Farms’ coffee subscription and RaceTrac’s fuel discount program. 

The convenience industry is about to see a boom in recurring digital revenues like these, thanks to new solutions coming on the market. These will make it faster and easier to prop up a subscription program that runs alongside existing loyalty programs, and will also provide novel ways for convenience retailers to differentiate their brands. 

To learn more about contactless solutions, online ordering and subscriptions, visit www.paytronix.com

Three key takeaways from PXUX 2020

This year’s Paytronix User’s Conference was unconventional, to say the least; but thanks to our incredible clients, the first-ever virtual PXUX was a success!  

 Thank you for bringing valuable feedback, nuanced insights and dynamic conversation to the event and making PXUX 2020 one for the books.  

While we would have loved to have gathered, dined and shook hands with each and every one of our clients (PXUX 2021, perhaps?), we know some of you were not available and others might appreciate a recap of the conference’s events. Here is a high-level overview of some of the year’s biggest takeaways.   […]