Food sales double after University of Kent queue-busts with Saffron Xpress

            

 

The Challenge:

Sizeable queues building during peak service times at the university’s popular made-to-order sandwich bar.

The Solution:

Revamping the design of the counter and introducing Saffron Xpress, both as touch screen self-ordering points in the eatery, and the online ordering version enabling students and staff to pre-order at any time of day.

Background:

The University’s made-to-order sandwich bar, ‘Bag-It’ was beset by queuing challenges at peak times. The eatery enables students to create their own sandwich combination from a vast array of different fresh ingredients as well as offering other hot and cold snacks, jacket potatoes, drinks and confectionary, but its popularity was leading to queues building.

To tackle this the university updated the existing serving counter by designing an innovative format comprising a secure lockable self-contained unit that opens out to reveal a full-service counter with Saffron Xpress touch screen ordering points either side.

The new ‘Bag It’ counter enables customers to build their order by selecting the relevant picture on Saffron Xpress’s touch screen, and tailoring their purchases according to the type of bread, filling and spread they would prefer. Once they’ve completed the order, they can pay directly at the till upon collection or via the adjacent cashless card readers. Customers receive a printout of their order and a unique number which is also automatically transferred to the preparation area.

To help queue-bust further the University has also adopted the web-based version of Saffron Xpress which enables customers to pre-register, log onto the website, pre-order their food and state a collection time before receiving an email notification giving their order number.
Within the first 12 months of the new-look counter operating, the average spend per head had rocketed from an average of £2.13 to £4.72.

Catering Operations Manager Keith Williams explains:

“The new counter and installation of Saffron Xpress has made busy periods much more manageable particularly with the pre-order option which means we can produce sandwiches in off-peak times. This in-turn has increased our productivity as less time is now spent taking orders. In addition the technology has allowed us to successfully up-sell as customers can be teased with numerous additional items from cold drinks to confectionary.”

“Students have found the system incredibly easy to use and like the convenience of using the latest technology to order their own sandwich combination wherever they are at the time.”

The Result:

• Queues have reduced as orders can be placed outside peak times.
• Average spend per head has more than doubled – from £2.13 to £4.72 – attributable in part to the up-selling opportunities presented by Saffron Xpress.
  
• Staff can now concentrate more on fulfilling orders rather than taking order