74% of Aussies say a good ordering experience is a top priority when ordering food online. Therefore, having a system in place that not only offers diverse ordering options but also seamlessly integrates with your existing workflows is crucial for businesses looking to implement online ordering.
We sat down with three Lightspeed Ordering customers to understand the real-life benefits of online ordering for hospitality businesses.
- Tankk Fish & Chips: Crafting the ultimate customer experience
- Camp Grounds: Making the most of the quiet times
- Naïm: Embracing omnichannel ordering
Tankk Fish & Chips: Crafting the ultimate customer experience
Tankk Fish and Chips, based in Perth, opened its doors in 2015 and aimed to shatter traditional expectations synonymous with local fish and chip shops.
The team at Tankk are passionate about exceeding expectations, embracing technology, and is driven to ensure customers have the best experience, time after time.
“There are a lot of fish and chip shops not up to today’s standard with online ordering, bump screens, local produce – however, customers are used to a certain level of service, and they expect it,” explains Paul, owner of Tankk Fish & Chips.
“We’re trying to do a different spin on things.”
How Tankk uses Lightspeed Ordering
With this goal in mind, Tankk decided to take their business online with Lightspeed Ordering – giving their customers more ways to order and freeing up staff time to concentrate on preparing orders for faster production.
“With less people on the phone, it increases your output and saves time – you make less mistakes,” comments Paul.
“Customers no longer have to wait on the phone; they can just go on the website and order.”
Text message notifications
Text message notifications also provide an added layer of convenience for customers, as they’re notified as soon as their order is ready for collection.
“People expect that text message now,” says Paul. “It’s easy and convenient; it makes our customers’ lives a lot easier.”
In-built data & insights
Data and insights from Lightspeed Ordering also empower the team at Tankk to really understand their customers’ habits and preferences. Armed with this information, it’s easy for Tankk to craft personalised marketing campaigns to get their customers to shop more regularly.
“You know when your customer visits, what they are buying, who our regulars are, and you can reward your regulars.”
“When we find customers have dropped off, we can target them with a better deal,” comments Paul.
“There’s so much information available, it’s just how you use it.”
Back-of-house efficiency
Not only does Lightspeed Ordering make operating and ordering easier for Tankk, but it also helps to boost back-of-house efficiency, which has a knock-on effect on sales.
“Staff can work more, cook more, get orders out faster. We just do more sales.”
Lightspeed Ordering also enables Tankk to let their customers pre-order; this allows the team to understand what times will be busy and when orders will come in, so the kitchen can prepare accordingly.
“With Lightspeed Ordering, we can space orders out so that the kitchen doesn’t get overwhelmed,” says Paul. “It’s quicker; there are less mistakes, it makes things easier.”
Camp Grounds: Making the most of the quiet times
Camp Grounds, based in Tamworth, first opened in 2019 with a simple goal: to bring a coffee-focused cafe to regional Australia.
As with any hospitality business, trade comes in peaks and troughs, and while quieter periods aren’t unusual, the team at Camp Grounds wanted to make the most of these lulls, to keep revenue streaming in. Therefore, offering an online ordering service was a natural next step.
How Camp Grounds use Lightspeed Ordering
“When we came across Lightspeed Ordering… it made sense for us to go down this path because one, it connects with our system, it makes that job easier, it connects with our menu items which we update. Also…it has a great support network where we can reach someone, and they have answers and can problem-solve in a manner of minutes.” – Matt, Co-Owner of Camp Grounds.
As more and more people are turning to some form of online ordering system or order-ahead service to get their morning coffee, it’s important to ensure the customer experience isn’t jeopardised along the way.
“(Our customers) love it…they know if they place an order, it’s going to be ready, waiting on the windowsill when they arrive…they know they can pick it up straight away, and they’re going to get a delicious product.”
With an increasing number of Aussies using online ordering platforms to order ahead for delivery or collection, having your menu online makes your business more accessible. You’ll get more eyes on your products, expanding your customer base and reach, which is potential sales coming through your door.
“(Our menu) is on our website, on our Instagram, it’s on our Facebook — it’s everywhere. It’s definitely increased our customer base and reach, but also, I’d say it has more of an impact on our customer experience. I think it’s been a more positive customer experience…they are aware of what they’re ordering (and) their wait times.” – Matt, Co-Owner of Camp Grounds.
Naïm: Embracing multi-channel ordering
Naïm, based in Brisbane, offers a wide range of Middle Eastern inspired dishes in an environment dedicated to food and friends.
Like many restaurants, online ordering was never a consideration for Naïm until Coivd hit in 2020. Before Covid, Vince, Head Chef and Co-Owner of Naïm, estimates that the restaurant produced less than 20 takeaway orders per week.
“We had never even thought of takeaway or delivery as our dine-in trade was really good,” comments Vince.
However, like countless other hospitality businesses, Naïm were quickly forced to pivot its operations when Covid lockdowns and restrictions hit Brisbane.
“Lightspeed Ordering came around because of Covid…we’d never done anything like this before – but it was a great opportunity to pivot the restaurant.”
How Naïm uses Lightspeed Ordering
With the help of Lightspeed Ordering, Naïm steadily grew its online ordering sale. Online orders, either for pickup or delivery, now account for 10% of Naïm’s weekly revenue, providing the business with an easy-to-implement extra source of income.
Vince believes that the usability of Lightspeed Ordering – both for staff and customers – is the key to its success.
“I love the concept. I love the interface. I love the usability,” comments Vince. “It’s become an integral part of the business.”
“Customers using Lightspeed Ordering, they really like it, it’s really easy. It’s the Apple of online ordering. It’s customisable – we can include our name in the URL and our branding.”
Taking Naïm online opened up a whole new revenue stream for the business. Not only do they receive orders via their website for takeaway and delivery, but they also get larger catering orders from repeat customers – further expanding their business model from a traditional dine-in experience.
“At first, I had a limited menu on Lightspeed Ordering, and it was working, but it was a bit of a shock to the system. Then we started looking at it as another revenue stream and how we could support it.”
Grow your sales with Lightspeed Ordering
Online ordering is becoming increasingly popular, and we’re seeing that these services aren’t just a passing trend, but something hospitality owners use daily to grow their business.
With Lightspeed Ordering, it’s easy to sync your online orders straight to your POS and kitchen printer – just like a traditional dine-in order. It’s also super easy to update your digital menu, add promotions and make customisations all from the same platform – meaning minimal disruption to your operations.
Start, run and grow your business with Lightspeed Ordering and unlock more sales.
- Create your online store for free in seconds
- 0.8-1.8% rates, including tax
- Full control of your store, sales and customer data
- No third-party platform to manage
- Same-day payouts, no lengthy delays
- Accept prepaid orders from mobile apps and your online web store
- Loyalty built-in
- No lock-in contract or terms
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