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Click & Collect: How to select the best ‘order online for pickup’ system for your restaurant

The restaurant industry has undergone significant transformations in recent years, with one of the most notable changes being the exponential growth of services that enable customers to order food online for collection at a time of their convenience.  While the COVID-19 pandemic was undoubtably the catalyst for this shift, customer demand for convenient ways to order from their favorite restaurants is here to stay.

Let’s be honest, we can all relate to that ego boost you get when you see crowds of customers waiting in line to order your food, but is it really what customers want? ’Click and Collect’ or ‘order online for pickup’ allows customers to bypass waiting in line, choosing collection times to suit busy schedules; eliminates the risk of misdirected deliveries; and provides customers with control over order customization, enhancing customer experience and providing upselling opportunities for your restaurant to maximize revenue. 

Whether you’re operating a 600 site restaurant chain or a locals’ favorite cafe, getting the right ‘order online for pickup’ system in place is essential to maximize your revenue and to keep great customers coming back to your brand and away from your competition.

Regardless of whether you already have an online ordering system running but are looking to enhance your offering, or you’ve never implemented an online ordering service before, this quick checklist guide is designed to not only help you select the best technology partner for your operations, but also how to avoid potential pitfalls as you get set up with your system. 

How to review technology vendors and select the right ‘order online for pickup’ system for your restaurant

Of course, we’d love for you to select QikServe Click and Collect as your system of choice, but, in all honesty, we would far rather you first spend time thinking about your specific requirements and then selecting the right system to meet your needs. 

To review different technology vendors and ensure a smooth transition, we advise that you follow the steps below (we’ve also added relevant links to make your job a little easier!):

  1. Identify your requirements: Determine the specific features and functionality you require for your online ordering system. Consider aspects such as order customization, payment options, menu management, loyalty programs, integration with your existing systems, and customer support.

  2. Research potential vendors: Look for reputable technology vendors that specialize in online ordering systems for restaurants. Read reviews, compare features and pricing, and assess their track record in implementing similar solutions.

    Check out QikServe’s: mobile ordering products, menu managementpayment platform, enterprise grade middleware and full suite of products

    True story: QikServe’s founder Dan Rodgers was the inventor of QR code ordering, and the culture of creating digital journeys that delight guests and operators alike has continued in QikServe to this day. QikServe’s expert team work tirelessly with the foodservice industry to simplify the complexity of digital transformation projects, working with a wide range of global customers, securely processing over $500 million online orders. Check out the QikServe case studies of TGI Fridays, Shake Shack and Center Parcs.

  3. Evaluate vendor capabilities: Request demonstrations from the shortlisted vendors. Assess the user interface, ease of use, customization options, and backend management capabilities. Consider factors like scalability, reliability, and security of the vendor’s system.

    We’d be delighted to set you up with a QikServe demo. This can be arranged via our QikServe contact form

    QikServe’s Click and Collect customizable interface is easily adapted to match your restaurant’s branding and menu, for a seamless, familiar experience for your customers. Our platform offers real-time order management, enabling you to track and manage orders efficiently, reducing wait times and improving overall service quality. With real-time updates and notifications, staff can stay informed about the status of incoming orders and ensure a streamlined pickup process for your customers.

  4. Check integration options: Ensure that the selected vendor’s system can integrate seamlessly with your existing point-of-sale (POS) system, inventory management, and other relevant systems. Compatibility is crucial to streamline operations and avoid data inconsistencies.

    QikServe has partnered with the widest range of tech in the industry, offering an unrivalled suite of 100+ integrations including POS, kiosk, payment, loyalty, delivery, and platform, so you don’t need to worry about implementing a system which ‘doesn’t play nice with others’. We can integrate with your existing POS payment systems with customers able to pay online, reducing wait times and labor costs. You may opt for QikServe Payments, powered by Stripe, with global support for all major credits card and wallets, with daily payouts and enhanced fraud detection.

  5. Review customer support: Assess the vendor’s customer support capabilities. Ensure they provide timely assistance, have a responsive support team, and offer training resources to help your staff adapt to the new system.

    Check out the QikServe customer onboarding journey, supported by a global team of over 100 experts in foodservice and hospitality online ordering and digital journeys.

  6. Analyze pricing and contracts: Evaluate the pricing structures, including setup costs, transaction fees, and ongoing maintenance charges. Scrutinize contract terms, cancellation policies, and any hidden fees that may impact your long-term costs.

    QikServe’s dashboard provides a transparent, real-time overview of transactions, showing exactly what fees are going where, with a payment platform that pays you the next day, so you don’t need to wait for days when cashflow gets tight. 

    Our experienced team can be endlessly flexible in tailoring solutions that suit the needs of your individual business, so we can work with your existing systems and simply implement your ‘order online for pickup’ solution, or work with you on a full ‘all you can eat’ digital transformation project, providing our full suite of products, including on-site and off-site ordering via web, tablet, handheld, kiosk or mobile. 

Potential pitfalls of implementing an online ordering system include:

  1. Technical issues: There may be unforeseen technical challenges during the implementation phase, such as integration problems, downtime, or software bugs. Ensure the vendor has a robust support system to address these issues promptly.

  2. Operational adjustments: Introducing online ordering may require changes in your restaurant’s operations and workflows. Staff training, kitchen adjustments, and coordination between in-store and online orders must be carefully managed. We cannot emphasize the importance of bringing the team alongside you through the setup journey, including the operations team and marketing, as this will make the implementation so much smoother in the long run.  
  3. Customer adoption: Some customers may be resistant to adopting the new system, particularly if they are accustomed to the traditional ordering process. Provide clear communication, incentives, and a user-friendly online platform to encourage customer adoption. QikServe’s experienced team can help provide advice, based on all our learning from over a decade of digital rollouts.

How to plan for a smooth transition to Click and Collect: ‘Order online for pickup’ systems

  1. Set clear goals and objectives: Define specific objectives for implementing the online ordering system. This will help guide your decision-making process and enable you to measure the system’s success.

  2. Communicate with staff: Involve your employees early in the process and clearly communicate the benefits of the new system. Provide comprehensive training to ensure they understand the system’s features and how it integrates with their roles.

  3. Test and iterate: Before launching the system, conduct thorough testing to identify any potential issues or areas for improvement. Seek feedback from staff and a select group of customers to refine the system.

  4. Marketing and promotion: Develop a marketing plan to promote your online ordering system. Utilize social media, email campaigns, website banners, and in-store signage to create awareness and encourage customer adoption.

  5. Monitor and analyze: Once the system is live, closely monitor its performance and collect feedback from customers. Use analytics tools to track key metrics such as order volume, customer satisfaction, and revenue generated.

By following these steps and addressing the potential pitfalls, you can successfully implement an online ordering system that enhances your revenue and improves the customer experience at your restaurants. 

If you choose QikServe as your vendor, our support team will guide you through every step of the onboarding journey, from reviewing the platform to getting started, building your customized store(s) and menu, training your team, and testing your store before it goes live. Once live, our global support team, along with our online Knowledge Base, will be there to help with any and all questions.

So, please do not hesitate to get in touch with our team to maximize success for your Click and Collect: ‘Order online for pickup’ system.

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