KFC’s current self ordering kiosk solution was inefficient and not developed to match their needs. Additionally, the kiosk provider did not offer a mobile app or online ordering, which was the next digital channels that KFC planned to introduce.
KFC also required a solution that aligned with its global sustainability strategy. With ever-growing menus and campaigns, predicting demand became increasingly challenging. They envisioned a solution allowing customised menus across restaurants to minimise food waste to contribute to its commitment to a more sustainable world.
Enhancing revenue, margins and guest experience - KFC Sweden's strategic choice to implement self-service kiosks reflects a broader trend towards digital advancement in Sweden, positioning the country as a frontrunner in the digital landscape compared to its European counterparts.
The Nordics are considered world-leading when it comes to digital adoption within QSR. Experience is that if a digital platform succeeds in the Nordics, it will thrive in other less developed markets.
Starting in the US in 1930, KFC was one of the first fast food chains to expand internationally. Today, it is one of the most prominent players in the global QSR market.
The first attempt to launch KFC in Sweden was made in 1982, but it wasn't until November 2015 that KFC successfully established its presence in Sweden through its franchisee partner, Nordic Service Partners.
Today, KFC Sweden sees 90% of its orders being placed via kiosks, contributing to increased margins with a higher check average. Through upsell, cross-sell, and personalised suggestions, KFC can capitalise on high-margin products, contributing to increased profit.
KFC needed a solution that would address the shortcomings of its existing kiosk setup, providing a faster, more efficient and feature-rich software. Aiming to enhance its digital presence by adding app/online and QR-code ordering, KFC needed an agile partner eager to listen to its ideas to create the future of customer interactions.
KFC emphasised that an omnichannel platform would enable a consistent user experience across channels, where unified management would save labour and increase efficiency.
Running a QSR chain involves coordination between various parties, such as first-party channels, third-party channels, loyalty and Point-of-sale. KFC aimed to reduce complexity with an omnichannel provider while also supporting a continuously evolving offering and sustainability strategy.
The goal was to find a vendor offering a comprehensive omnichannel solution with pre-built integrations.
“We needed a vendor with an all-inclusive omnichannel solution that supports our digital-first strategy. Since implementing self-service kiosks, we've experienced an increase in check average, improved our margins and elevated the overall customer journey.”
Increased sales, profit margin, guest experience and operational efficiency - today’s self-service kiosk experience goes beyond increasing efficiency and profit; it empowers customers to tailor their orders to their preferences.
For example, introducing customisable options, like having a milkshake with or without cream, has resulted in an uptake in the ' without cream' option. This represents cost savings and, more importantly, contributes to an enhanced customer experience.
With Future Ordering, KFC has significantly improved its operational efficiency by reducing the administrative burden and providing a sense of tranquility.
This has resulted in better control over various aspects of the business, such as having the right functions and features in place, integrating with other systems, and consistently monitoring key performance indicators across channels.
“Our shift to self-service kiosks and operational excellence with Future Ordering's omnichannel platform has provided us with peace of mind. We are now controlling the whole scope, from functionality to integrations, establishing a scalable concept.”
Let us show you what our digital ordering platform is all about and we’ll answer your initial questions.
