‘Ultimate Team Player’ Oversees Massive POS Overhaul at 10K Locations
Marcy Setter, Senior Product Manager - Restaurant Technology, Inspire Brands, received Hospitality Technology’s Top Women in Restaurant Technology Innovator Award at MURTEC.
Setter was among 15 women recognized for their accomplishments. Hospitality Technology's Top Women in Restaurant Technology Awards, sponsored by Paerpay, are now in their seventh year.
Her colleagues praised her for her accomplishments and tech acumen. Setter has been the POS product lead since she joined Dunkin and Baskin-Robbins more than six years ago. “She is constantly innovating as new challenges come up to provide the best solutions for our restaurants that are easy to use, simple to learn and ultimately allow our crew to focus on serving our guests versus focusing on the technology.
Her colleagues say Setter “has gone above and beyond original expectations.
“She is the ultimate team player and fan of our brands.”
During the POS deployment, Setter’s team not only had to keep up with supporting installations remotely at a pace of 160 per week, but also optimize how ro patch/upgrade sites on a regular monthly cycle. She recognized that using full-time employees resources for tasks that happen typically overnight was inefficient and was burning out the team. Setter was able to outsource the work to an offshore team, in a different time zone, that she manages at a fraction of the cost.
Setter says she’s most proud of the successful rollout of Oracle Simphony POS to Dunkin’ and Baskin-Robbins brands, which includes around 10,000 stores and over 60,000 devices. “This was a huge project that entailed replacing POS, back-of-house and several significant POS integrations for mobile, loyalty, credit, etc.,” she explains.
Embracing the Fast Lane
Setter says she enjoys the technical challenges as well as the high demand and fast-paced environment of the restaurant tech industry. “The many different aspects of technology involved in a restaurant is an exciting challenge to undertake,” she explains. “Technology changes constantly, and there are always new and better ways to provide these solutions as guest preferences evolve more rapidly than ever before. Restaurant tech, in particular, is where new tech and solutions have a transparent, direct and immediate impact on stores and their customers.”
Setter segued into restaurant technology after working in retail tech. “I found it more interesting and challenging given the many different technological facets of operating kitchens, POS, drive-thru, etc. The ability to have an immediate impact on not only stores, but also guests through technology is quite rewarding and one of my favorite aspects of the role,” Setter explained.
When it comes to tech, Setter describes the POS as “ the most impactful and critical piece of technology for any restaurant. POS is the cornerstone of the technology stack iand it’s required to transact with customers, serves as the source of ‘truth’ for transactional data, integrates and drives kitchen systems, integrates with self-service kiosks or tablets to drive business and integrates to the above store systems.”
In the year ahead, Setter says jazzed to see “where the industry takes automation and seamless integrations of in-store and above-store systems,” she says. “Technologies that help QSRs implement stability at a faster rate and pace are something everyone in the industry can benefit from. AI and automation have great promise as they evolve and offer opportunities to improve order accuracy and enhance the overall customer experience.”
An Automated Experience
Looking further into the future, Setter sees more restaurants focusing on automation that redeploys team members to more guest-facing roles, more IoT across all areas of restaurants, and “deeper proactive telemetry on kitchen equipment, front-end systems and more will help give operators a full picture of all the systems,” she says.
About the Awards
After a call for nominations, Top Women in Restaurant Technology Award winners were chosen by Hospitality Technology magazine and members of its Research Advisory Board. The winners were announced and honored during an awards program on March 8 at the 28th annual MURTEC (Multi-Unit Restaurant Technology Conference), in Las Vegas.