Waffle House has enjoyed a distinct level of brand loyalty. Now, it has added another piece to the customer experience puzzle.
Waffle House has completed its rollout of NCR Silver to 1,400 corporate locations across the country. The iconic Southern restaurant brand is now preparing to roll out NCR Silver to hundreds of participating franchise restaurants.
Waffle House, which previously used a traditional cash register and a separate credit card reader, chose NCR Silver’s franchise-focused, touch-screen system for its efficiency, ease of use, and all-in-one functionality. The new franchise platform provides customers such as Waffle House with a rugged hardware package built on a customized franchise-focused closed-system Android solution.
The NCR Silver rollout helps Waffle House’s efforts to thoughtfully modernize its restaurants and to improve the customer experience by speeding up transaction times. The NCR Silver platform has helped slash customer transaction processing times at Waffle House, from 14 seconds per order to 3 seconds, which represents a staggering 79% improvement.
“We’ve built a solid brand and loyal customers by delivering attentive service, great food, and a welcoming experience,” said Mike Howard, vice president – Technology, Waffle House. “Therefore, we only select technology that significantly improves our business processes while delivering
a real benefit to our customers and associates.”
In addition to improving the customer experience, Waffle House also selected NCR Silver to improve its associates’ experience via an easy-to-use interface. While the Waffle House team developed both written and visual training materials on NCR Silver before deployment, they found that many of their employees learned how to use the solution with minimal or no instruction thanks to the platform’s intuitive tablet interface.
Once the initial phase of NCR Silver implementation and training is complete, Waffle House managers utilize new reporting features, such as shift sales, to maximize effectiveness.
“In the coming year, NCR Small Business is committed to working with great franchises like Waffle House to make NCR Silver as valuable as possible to their businesses,” said Reggie Kimble, NCR Small Business director of business development. “Our solution will further enable associates to focus their attention on customers, not technology. As an all-in-one solution, we hope NCR Silver will become the go-to for franchises across the country looking to enhance business operations and their in-location customer experience.”