Abokado’s move to 100% digital service
Founded in 2004 by husband-and-wife team Mark and Lindsay Lilley, Abokado is a multi-site healthy fast-food chain. Like many hospitality operators, Abokado was looking at technology to support manage and enhance its operation more effectively, which led it to partnering with Kurve at the start of 2021.
Adopting kiosk technology for improved operations
Exploring opportunities to tackle many of the common hospitality operational challenges, Abokado discovered Kurve’s kiosk technology. With an extensive selection of products and offers, Abokado required a user-friendly interface that would help customers to explore, choose and purchase its orders quickly.
- Initially it realised that Kurve’s systems could help in the following areas:
- Create a simple and frictionless customer journey.
- Reduce the pressure on crew and tackle staff shortage issues.
- Make Abokado’s fresh food quickly accessible with a fast turnaround time to meet the needs of time-poor customers.
- Use technology to help manage rising costs and keep healthy food affordable.
“The onboarding was outstanding. The support we get is excellent so the turnaround times are very fast on any issues we may have.”
Co-founder & CEO – Abokado
Implementing a one-system solution
In answer to Abokado’s requirements, Kurve designed a self-serve system to satisfy its need for automation, speed and efficiency and the end-customers need for simplicity and convenience.
In the development process, Abokado decided to switch its POS supplier to Kurve to provide a complete touch-screen self-ordering system using kiosk and mobile app technology. This means it can offer pre-ordering for click and collect, in-person ordering, and a fully integrated loyalty scheme powered by Como.
For kitchen management and operations Abokado installed a single POS with KDS, customer collection screens and integration with Fourth Hospitality.
“It’s such an important metric for us that we have guest rating scores at the top of our P&L because we see it as such a critical barometer for the businesses’ overall performance and is what really drives the P&L.”
Co-founder & CEO – Abokado
Enhanced experiences and unexpected benefits
Abokado is now a 100% digital-first business and has reaped the rewards of being an early adopter of self-service. It has experienced exciting results since implementing Kurve’s systems, seeing significant impact on its bottom line.
- 20% increase in ATV from using the upsell and ‘add-on’ features.
- Substantial labour savings across all sites.
- 20% increase in NPS score with all-round improved customer experience.
- Multiple ordering channels through the app; offering pre-order and delivery.
- Integrated end-to-end loyalty scheme to reward and retain repeat customers.
Abokado has also experienced benefits it had not originally expected or considered when moving to a digital approach
- Intuitive technology is easy to use for the crew.
- All operational processes are more streamlined.
- Improved order accuracy as customer completes their own order.
- No printing means regular proactive and reactive menu development.
- One-system approach means less resource needed to go to market quickly with promotions and updates.
- Price, nutritional and allergen updates are completed quickly and easily across all ordering channels.
- Re-deployment of labour cost savings into enhanced loyalty rewards.
- Ordering app means easy menu access for customers not in store.
“There is no doubt that our decision to switch from a traditional counter-ordering model to 100% self-serve has been transformational. Automation has released our crew to focus on quality control, speed and engaging with customers elsewhere on their journey.”
Co-founder & CEO – Abokado
What’s next for Abokado and Kurve?
Abokado will continue to work closely with the Kurve team, testing and implementing new features and improvements in the technology. Abokado is also a great source of inspiration for Kurve, providing the team with new challenges and ideas that are essential to support businesses on the hospitality front line.
The Kurve team are excited to see the partnership grow and how self-service technology can continue to support Abokado’s ambitions.
“Our top priority is excellent customer service. Kurve has been a great partner throughout our digital transformation journey. Their technology stack has transformed our customer’s experience and increased our efficiency.”
Co-founder & CEO – Abokado
Other customer success stories
Learn more about how Kurve have helped other businesses thrive.