{"id":12396,"date":"2018-04-10T10:24:51","date_gmt":"2018-04-10T14:24:51","guid":{"rendered":"https:\/\/projecthermes.wpengine.com\/case-study-building-a-better-experience-for-hungry-customers\/"},"modified":"2023-07-20T15:24:49","modified_gmt":"2023-07-20T19:24:49","slug":"case-study-building-a-better-experience-for-hungry-customers","status":"publish","type":"post","link":"https:\/\/innovation.interac.ca\/fr\/case-study-building-a-better-experience-for-hungry-customers\/","title":{"rendered":"Case study: Building a Better Experience for Hungry Customers"},"content":{"rendered":"

It\u2019s no secret that consumer expectations are on the rise. Seeing the sweeping success enjoyed by companies that focused on getting their customer experiences right, making them faster, more intuitive and more convenient. The smartest competitors in traditional industries have been making their own changes, sometimes by themselves but more often through successful partnerships with others.<\/p>\n

MTY Food Group<\/a> is one of the largest franchisors in the Canadian restaurant business, with over 2,600 quick service and casual dining locations in Canada across 48 distinct brands. Working with Interac and payment processor Moneris Solutions, as well as with an experienced technology provider Tacit Innovations, MTY developed BonApp<\/a> \u2013 a mobile app that allows customers to choose a restaurant by brand and location, place an order, pay, and then pick up their meals without having to wait in line.<\/strong><\/p>\n

\u201cThe traditional model is walk up, order, pay, and walk away,\u201d says Serge Poutchigian, VP Technology at MTY. \u201cIn a food court, you see people noticing the length of a line and walking away in frustration. That\u2019s a lot of money walking away from you daily. We need to increase average ticket and same store sales. Strategically, this is very important to us; it\u2019s not cheap to run a restaurant, and we need to maximize revenues to pay for increasing food, rent and labour costs. So we need to remove any obstacles to a sale.\u201d<\/p>\n

As Jeff Guthrie, Chief Sales and Marketing Officer at Moneris points out, this is part of a broader trend. \u201cMobile purchases account for over half of all ecommerce transactions, which is very important to the way businesses need to start looking at their payment options. We\u2019re seeing more and more businesses looking at solutions like in-app payments to enable the self-commerce wants and needs of customers. The idea that someone can open an app on their phone, place their order, walk to the restaurant or coffee shop and simply pick up an order that\u2019s already been paid for, avoid the lines and go about their business, that\u2019s where the market is headed.\u201d<\/p>\n

While in-app payments can be connected to credit cards as sources of funds, MTY thinks that Interac Debit is especially important for its restaurants\u2019 customers. \u201cMillennials don\u2019t use their credit cards often and don\u2019t want to pay interest on the meal they just ate \u2013 so a debit transaction linked to their bank accounts is more convenient. They want to make sure their money is spent once, without recurring costs,\u201d says Poutchigian. Moneris\u2019 Guthrie agrees, noting that \u201cas cash is driven out of the system, more people will rely on electronic payments for those fast, high-volume, low-cost transactions, specifically Interac as an alternative.\u201d<\/p>\n

While changing customer needs provided the spur to action, partnerships are what made the BonApp solution possible. Guthrie mentioned that \u201cpartnering allows us to be more than just a payment solution provider to merchants, it enables us to drive value in their business and help them run their day-to-day operations. We want to help them succeed and grow, and we don\u2019t want merchants worrying about the next big thing in payments. That\u2019s our job.\u201d<\/p>\n

[W]e don\u2019t want merchants worrying about the next big thing in payments. That\u2019s our job.<\/p>\n<\/blockquote>\n

\u201cMTY\u2019s core business is running restaurant chains and supporting the franchise base, not building apps,\u201d concurs Poutchigian. \u201cWe went with an experienced third party for app development. Early-adopter franchisees were already asking for this kind of capability when I arrived at MTY, and a third-party vendor could get us to market more quickly.\u201d<\/p>\n

Speed matters, because as MTY sees it, the market is only getting more demanding. \u201cWe\u2019re seeing disruption already. Patrons want to interact with restaurants differently \u2013 just look at the kiosks at quick service restaurants, or waiters in fast casual restaurants with tablets in their hands. There\u2019s the trend of checking in with Facebook and Instagram, and the kids eating at our restaurants are all on their phones.\u201d Poutchigian pauses to remember. \u201cI gave a young relative a gift card recently, and she asked if she could put it in her Apple wallet.\u201d<\/p>\n<\/div><\/div><\/div><\/div><\/div><\/div><\/div><\/section>\n<\/div>","protected":false},"excerpt":{"rendered":"It\u2019s no secret that consumer expectations are on the rise. Seeing the sweeping success enjoyed by companies that focused on getting their customer experiences right, making them faster, more intuitive and more convenient. The smartest competitors in traditional industries have been making their own changes, sometimes by themselves but more often through successful partnerships with...","protected":false},"author":12,"featured_media":12050,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[78],"tags":[],"posts_format":[112],"class_list":["post-12396","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-commerce-numerique","posts_format-article-fr"],"acf":[],"yoast_head":"\nInnovation Hub - Case study: Building a Better Experience for Hungry Customers<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/innovation.interac.ca\/fr\/case-study-building-a-better-experience-for-hungry-customers\/\" \/>\n<meta property=\"og:locale\" content=\"fr_FR\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Case study: Building a Better Experience for Hungry Customers\" \/>\n<meta property=\"og:url\" content=\"https:\/\/innovation.interac.ca\/fr\/case-study-building-a-better-experience-for-hungry-customers\/\" \/>\n<meta property=\"og:site_name\" content=\"Innovation Hub\" \/>\n<meta property=\"article:publisher\" content=\"https:\/\/www.facebook.com\/interac\" \/>\n<meta property=\"article:published_time\" content=\"2018-04-10T14:24:51+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2023-07-20T19:24:49+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/innovation.interac.ca\/wp-content\/uploads\/2018\/04\/im_hungry.png\" \/>\n\t<meta property=\"og:image:width\" content=\"800\" \/>\n\t<meta property=\"og:image:height\" content=\"800\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/png\" \/>\n<meta name=\"author\" content=\"Nader Henin\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:creator\" content=\"@interac\" \/>\n<meta name=\"twitter:site\" content=\"@interac\" \/>\n<meta name=\"twitter:label1\" content=\"\u00c9crit par\" \/>\n\t<meta name=\"twitter:data1\" content=\"Nader Henin\" \/>\n\t<meta name=\"twitter:label2\" content=\"Dur\u00e9e de lecture estim\u00e9e\" \/>\n\t<meta name=\"twitter:data2\" content=\"4 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\\\/\\\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\\\/\\\/innovation.interac.ca\\\/fr\\\/case-study-building-a-better-experience-for-hungry-customers\\\/#article\",\"isPartOf\":{\"@id\":\"https:\\\/\\\/innovation.interac.ca\\\/fr\\\/case-study-building-a-better-experience-for-hungry-customers\\\/\"},\"author\":{\"name\":\"Nader Henin\",\"@id\":\"https:\\\/\\\/innovation.interac.ca\\\/fr\\\/#\\\/schema\\\/person\\\/0324a3b7242c438f02ee66c4346182e4\"},\"headline\":\"Case study: Building a Better Experience for Hungry Customers\",\"datePublished\":\"2018-04-10T14:24:51+00:00\",\"dateModified\":\"2023-07-20T19:24:49+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\\\/\\\/innovation.interac.ca\\\/fr\\\/case-study-building-a-better-experience-for-hungry-customers\\\/\"},\"wordCount\":716,\"publisher\":{\"@id\":\"https:\\\/\\\/innovation.interac.ca\\\/fr\\\/#organization\"},\"image\":{\"@id\":\"https:\\\/\\\/innovation.interac.ca\\\/fr\\\/case-study-building-a-better-experience-for-hungry-customers\\\/#primaryimage\"},\"thumbnailUrl\":\"https:\\\/\\\/innovation.interac.ca\\\/wp-content\\\/uploads\\\/2018\\\/04\\\/im_hungry.png\",\"articleSection\":[\"Commerce num\u00e9rique\"],\"inLanguage\":\"fr-FR\"},{\"@type\":\"WebPage\",\"@id\":\"https:\\\/\\\/innovation.interac.ca\\\/fr\\\/case-study-building-a-better-experience-for-hungry-customers\\\/\",\"url\":\"https:\\\/\\\/innovation.interac.ca\\\/fr\\\/case-study-building-a-better-experience-for-hungry-customers\\\/\",\"name\":\"Case study: Building a Better Experience for Hungry Customers - 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