When the Midas touch of technology transforms every business, there was no way that restaurants, pubs, and cafes would stay behind. The industry is witnessing a paradigm shift with hard copies of the menu undergoing a digital makeover and food served as soon as customers enter the restaurant. However, in the race to adapt to a rapidly changing technological world, hospitality companies often tend to implement multiple siloed solutions from different vendors. This issue not only hinders operational efficiency but also detrimentally impacts the bottom-line.
In a bid to solve this problem, UK-based Pepper has developed a one-stop-shop solution that allows hospitality companies to enhance their staff and customer experience by simplifying ordering and payments, improve operational efficiency that in turn drives revenue and brand loyalty, and execute effective marketing campaigns.
Pepper’s robust platform, built for mobile and web, has a host of innovative customer-facing capabilities and features that broadly cater to two different hospitality segments. “The typical needs of coffee shops, QSRs, and cafés with counter service are pre-ordering and loyalty capabilities,” says Charles Hall, CEO of Pepper. “Pepper drives new traffic through additional ways of people buying products through pre-ordering while effectively reducing the queue time.” Alongside, the platform enables the merchants to give loyalty points and stamps along with coupon codes for different membership levels, which helps in creating a loyal fan base.
On the other side of the equation, for bars and restaurants that offer seated services, the app creates a digital bar tab that facilitates an order to table and splitting of the bill among the group of guests. Hall says, “We are focused on adding more functionality in the software and digitalizing the customer’s journey to save them time while driving more revenue for the business.”
Pepper’s design approach takes inspiration from iOS and Android’s apps, creating a familiar pattern for users that allows each merchant’s branding and content to shine through. “On the merchant front, we make it very easy for them to manage their application, rewards, offers, and also segment their customers,” states Hall. Pepper’s platform enables better customer segmentation by understanding the customer’s buying behaviour through the orders placed and looked at and actions on the platform. The segmentation provides insights to the merchant and helps in keeping the interface to the customer fresh and relevant. Based on the insights, the content can be personalized to a particular customer segment. In addition to opening a constant dialogue, this enables the merchant to push innovative products tailored to the customer. Moreover, Pepper makes it easy for merchants to get reports from its platform, or they can plug in their BI tool via an API.
Pepper has successfully gained the upper hand in the industry with its one-stop-shop ability to provide a broad handy solution. With an exciting new loyalty product in the pipeline, the next chapter in Pepper’s book of success is the unveiling of a self serve console in partnership with Square in the payment space. “We wanted to have a product that was easy to self onboard. Merchants using Square POS for payments can now have their own mobile app on iOS and Android, taking advantage of Pepper’s ordering features,” says Hall. Pepper also aims to evolve its ordering model into a delivery model enabling branded chains to offer their branded app for delivery services and compete with aggregated delivery services.