Penn Station
See how a custom ordering solution helped streamline operations and drive $125k in incremental sales
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Overview
Penn Station offers a unique line of fresh sandwiches, french fries, and lemonade to customers across 300+ locations in 15 states. Sandwiches are prepared fresh in full view of the customer using hearth-baked bread and the finest meats, cheeses, and vegetables. The potatoes are hand selected, fresh-cut, and flash-fried in cholesterol-free peanut oil. The lemonade is made from scratch every day using hand-squeezed lemons. Their franchisees and crew are happy to serve customers and ensure the dining experience meets a high standard for quality that produces the finest grilled subs and fresh-cut fries around.
Challenge
Before partnering with ItsaCheckmate, Penn Station faced significant headwinds managing third-party delivery orders. The complexity of juggling multiple tablets for different delivery platforms was overwhelming for the restaurant teams. Moreover, Penn Station's unique, proprietary POS system required a custom integration that other solution providers couldn’t build. ItsaCheckmate stepped in, crafting a unique solution that seamlessly integrated with Penn Station's existing POS, eliminating the need for multiple devices and simplifying the entire process.
Results
Third-party ordering: The integration provided a unified platform for all third-party orders, ensuring accuracy and efficiency. This single point of order management not only saved time but also reduced order errors. A massive reduction in errors helped improve the customer experience and protect restaurant margins.
Order with Google: Alongside the third-party integration, they launched Order with Google to increase their brand reach and capture sales from high-intent consumers. In the first 90 days, Penn Station generated an additional $125k in revenue from Google Search and Maps.
Smarter decisions with Insights: The streamlined ordering process opened new avenues to understand customer behaviors. Utilizing Insights, Penn Station can access reporting to better understand its customer data, offering actionable information to refine the ordering experience and increase sales.
Unique direct ordering experience: Looking ahead, Penn Station is launching a custom first-party ordering site using Open Tender. This will provide a unique experience to customers who order direct, reinforcing Penn Station's commitment to customer satisfaction and technological innovation.
Who you partner with is as, or more important than why you partnered with them. If you can’t trust them, if they can’t work with your other partners, then they are not the solution for you. I know on any given day, if I need to reach out to the CEO, VP of Product Development, or my Success Manager at ItsaCheckmate, I not only have the ability to do so, but it’s invited. You don’t get that everywhere.
Director of Franchise Services
