Starbucks NZ Transforms Drive-Thru Experience with Advanced Technologies
Starbucks Kakano in Auckland, New Zealand, is making waves as a standout store under the Tahua Group.
Kakano is home to one of the few Starbucks drive-thrus in New Zealand. To optimize operations and ensure top-tier service, Fingermark's Eyecue platform was implemented along with dynamic menu boards that contain video content for greater customer engagement.
Enhancing Drive-Thru Efficiency
Kakano is the second Starbucks drive-thru in New Zealand and with the other store using an older loop system, Store Manager Hannah was keen to use a more accurate and helpful solution.
The differences were immediately apparent:
- A Highly Accurate Solution: Unlike older systems, Eyecue uses specifically placed cameras throughout the drive-thru to capture highly accurate data that cannot be manipulated by staff, fostering a fair and competitive environment.
- With approximately 50% of the store's business coming from the drive-thru, Eyecue's accuracy has become critical to ensuring improved speed of service.
- User Friendly Control Center: Hannah loves the ability to access data about her store/s from anywhere at any time. This remote access allows her to monitor store performance even when she’s not on-site and take action if things are impacting the store's operational flow.
- Data-Driven Team Motivation: Eyecue's detailed but simply designed dashboards have enabled Hannah to create healthy competition within her team. By measuring the speed of service at each point of the customer journey, staff are more motivated to improve their performance, directly impacting customer satisfaction.
The Solution: Digital Menu Boards
The transition from paper to digital menu boards in their older stores has been a game-changer for Starbucks Kakano. Both Hannah and Michal Haines, Starbucks NZ’s General Manager, have seen significant benefits.
- Professional and Flexible Displays: The digital menu boards provide a sleek, professional look that far surpasses the old-fashioned paper menus. They offer flexibility to update content quickly and efficiently, targeting specific products, promoting new items, and removing out-of-stock products instantly.
- Enhanced Customer Experience with Video Content: The introduction of video content on indoor menu boards has dramatically improved customer engagement. One example is, after introducing video content for maple walnut scones, sales increased from 1-2 per day to 8 per day. Customers are drawn to the dynamic and enticing visuals, making them more likely to try new products.
- Operational Efficiency: The old paper menus were time-consuming to update, and often requiring after- hours work. Digital menus, on the other hand, can be updated in real-time, several times a day, for different day parts, making operations smoother and more responsive to customer needs.
- Cost Effective: The cost savings are significant. Where it once cost up to $800 to print three magnetic menu panels, digital updates now cost virtually nothing. The ROI for these is significant.
R E S U L T S
A New Benchmark for Starbucks in New Zealand
The positive impact of Fingermark's solutions has set a new benchmark for Starbucks in New Zealand. Michal Haines highlighted that everyone who has seen Starbucks Kakano recognizes it as a significant improvement over traditional solutions, with transparent reporting, easy menu customization, and engaging video content.
This success has inspired plans to integrate both Eyecue and Digital Menu Boards with Fingermark's user friendly CMS across all Starbucks NZ locations. Some new stores will include extra screens in the front windows to attract more customers, especially Gen Z, who have responded positively to the video menu board content.
Fingermark's Eyecue and Digital Menu Boards have revolutionized operations at Starbucks Kakano, enhancing both staff performance and customer experience.