Food on Demand Liz Bosone Director, Enterprise B2B Relationships, Grubhub Jon Lawrence Sr. Director of Hospitality Solutions, NCR Corporation
Large addressable market with room to grow U.S. Total Addressable Market By Segment ($B) U.S. Online Penetration By Segment Source: Morgan Stanley Restaurants and U.S. Internet Report (June 14, 2016), including Company Data, Alphawise, PhocusWright, US Census Bureau, ComScore, Forrester and Euromonitor
Food delivery category is diversifying Food Delivery Dollars by Food Type (Figures in $B) Source: Morgan Stanley Restaurants and U.S. Internet Report (June 14, 2016), including AlphaWise and Morgan Stanley Research
Convenience reigns with consumers Reasons for Using Delivery Services
Nation's leading food-ordering marketplace Grubhub continues to be a pioneer and leader in the food delivery and technology industry with the most years of experience and the highest reach. 3.0B Gross Food Sales in 2016 313,900 Daily Average Orders 55,000 Restaurant Partners Nationwide 9.18M Active Diners 65% of orders placed through mobile devices
Grubhub operates across the country Grubhub is the largest online ordering and restaurant delivery service in the U.S., with a constantly growing network of 9M+ diners across 1,200 cities nationwide.
New diners to delight, smarter ways to grow Grubhub makes it easy for millions of hungry diners to discover restaurants and offers a new platform to help restaurants grow Hungry Diners Restaurants 9.18M Active Diners 55K / 1,200 Restaurants / Cities
Grubhub diner demographics Income Employment Status Age <$30k: 17% $30k - $49k: 16% $50k - $74k: 17% $75k - $99k: 11% $100k+: 20% Employed full-time: 68% Full-time student: 15% Employed part-time or other: 7% 60% 18 29: 52% 30 39: 29% 40 49: 11% 50+: 7% Location Living situation of our diner base is female Urban: 57% Suburban: 35% Rural: 4% Alone: 20% Roommate(s): 31% Couple w/out kids: 25% Couple w/kids: 18%
Grubhub partners with a variety of restaurants
Grubhub s impact to restaurants Quantifying Grubhub s effects to a restaurant s bottom line Restaurants joining Grubhub increase takeout revenue by 30% (50% for small restaurants), compared with 5% for non-grubhub restaurants. Takeout orders increase by more than 20% for restaurants joining Grubhub. 1 in 5 restaurants receives more than 100 additional orders per month. Compared to phone orders, Grubhub cuts average order processing time from 2 minutes to about 45 seconds.
Making it easy to launch takeout Grubhub is a solution for brands that are hesitant to enter the takeout market. Takeout launch challenges Searching and finding a cost-effective way to offer delivery and takeout Grubhub solutions Access an established platform with takeout experience to showcase and deliver your menu Difficulty expanding food offerings through delivery with consistent quality Save time and let diners order online so you can focus on the food, while we focus on the delivery Lack of consumer awareness in takeout and delivery space Join an existing takeout marketplace with access to thousands of diners
Grubhub delivery process is quick and easy A customer orders from Grubhub You confirm the order directly on NCR Aloha Your customer enjoys delicious food in no time!
The Market Demand Has Shifted Quickly 2016 Represented a Pivotal Year for Delivery / Delivery Services U.S. Restaurant Industry Sales On Premises 44% Off Premises 56%
The Market Demand Has Shifted Quickly 2016 Represented a Pivotal Year for Delivery / Delivery Services U.S. Restaurant Industry Sales Off Premises Sales* On Premises 44% Carry Out 29% Drive Thru 49% Off Premises 56% Delivery 22% Doubled from 2015 *Source: Technomic
HOW CAN I CAPITALIZE ON THE OPPORTUNITY WITHOUT SACRIFICING EMPLOYEE AND GUEST SATISFACTION?
Food on Demand Best Practices & Considerations Kitchen Operations Front of House Staff Guest Satisfaction
Before Food on Demand, operational flow is essentially controlled by your front of house staff.
Managing Food on Demand is even more challenging in a kitchen managed by paper.
Operational Challenges in an Omni-Channel Kitchen Maximize throughput Minimize disruptive and always on expediting of orders Prevent lost orders Track special instructions Manage the flow, provide status to the staff and ultimately to the guest New operational dimensions - driver availability timed with the completion of freshly prepared food
KITCHEN PRODUCTION SYSTEMS DRIVE SIGNIFICANT VALUE IN SUPPORTING FOOD ON DEMAND
Food on Demand Best Practices & Considerations Kitchen Operations Front of House Staff Guest Satisfaction
Improve the Experience for the Guest and the FOH Staff Counter staff should be engaging guests in conversation not watching tablets There s no upselling when employees just re-enter an order Bartenders monitor the status of a pint glass not another app alert Don t enable staff with an opportunity to make an order entry error
ACCELERATE THE VALUE AND REDUCE TOTAL COSTS WITH A CORE POS PLATFORM THAT INTEGRATES DIRECTLY WITH MARKETPLACES
Food on Demand Best Practices & Considerations Kitchen Operations Front of House Staff Guest Satisfaction
Improving and maintaining overall guest satisfaction Integrate orders, don t duplicate them Automate menu creation and maintenance Automate item availability into marketplaces Examine opportunities to dedicate kitchen production Consider improving the location for marketplace pickup orders Minimize driver wait times Minimize impact to guests in line Eliminate dependencies on bar staff and utilize host stand
Key Takeaways Leverage channels that are additive to your business and make sense Minimize the number of partners and solutions inside the last mile Ensure you have a single source and solution to view ALL activity Look for platforms that can publish and share data to improve operations Timing is everything for operations supporting Food on Demand Food on Demand is not just a channel think of it as a core foundation to your platform
For additional information please contact Hospitality.Information@ncr.com