Restaurant Technology Trends 2024: Expert Insights from Paytronix Leadership
In a recent episode of The Catering Cage, host Erle Dardick sat down with Charles Gray of Paytronix to discuss the evolution of restaurant technology and the growing importance of the business-to-business (B2B) channel in the foodservice industry. Gray, whose experience spans from dishwashing to leadership roles at major restaurant chains like Boston Market and California Pizza Kitchen, offered valuable insights into how technology is reshaping the restaurant industry.
The conversation highlighted how the pandemic accelerated digital adoption in restaurants, with online ordering presence jumping from around 30% to nearly 99% virtually overnight. Gray emphasized that while technology can amplify success, it doesn't solve all operational problems. He noted that good technology helps efficient operators become even better, while poor operations remain challenging regardless of technological solutions.
A significant focus of the discussion was the changing landscape of B2B food service, particularly in catering. Gray pointed out that post-pandemic work patterns have transformed traditional catering opportunities, with companies now using food as an incentive to bring employees back to the office. This shift has created new challenges and opportunities for restaurants, requiring them to adapt their operations and technology to meet evolving customer needs.
Sponsored by:
The discussion delved into the critical role of personalization and customer relationship management. Gray shared insights about Paytronix's "one-to-one win-back" strategy, explaining how understanding individual customer patterns and preferences is crucial for retention. He emphasized that after three visits, customers are significantly more likely to become loyal patrons, making it essential to track and nurture these relationships through targeted communications and personalized offerings.
When asked about the future of restaurant technology, Gray reflected on the industry's transformation from basic point-of-sale systems to today's sophisticated digital stacks. He noted that while some restaurant technology still trails behind retail and e-commerce, the industry is rapidly catching up through innovations in AI, automated ordering systems, and personalized customer experiences.
Previous episodes
