KARACHI: The phenomenon of increasing digitization is changing the lifestyle of Pakistanis including how they interact with their friends and family, planning events or even eating out.
Same goes for small to medium sized businesses. With a digital revolution happening in Pakistan right now, restaurants and hotels are also employing modern technology to ensure best services, quality of food and effective interaction with their customers.
Sultan – The Royal Eatery, a restaurant at Tipu Sultan area in Karachi, has gone digital to improve its services and quality of food ensuring instant collection of feedback from its customers.
Customers can fill out digital version of traditional feedback form on an Android tablet served to guests with the final check. The data from the feedback form is stored in the cloud and the restaurant management has immediate visibility of how satisfied the customer was.
If there is a complaint from any customer, it gets escalated to senior management immediately as a push notification on InstaFeedback mobile app accompanied by an email. Depending on the nature of the complaint, Sultan’s management takes immediate action to ensure customer’s issues are addressed promptly.
The restaurant visualizes data using Microsoft Power BI and has some really powerful Business Intelligence related to trends regarding waiters’ performance, food quality and quantity, social media campaigns, effectiveness of marketing campaigns and so on.
The use of modern technology at Sultan – The Royal Eatery has led to increase in sales too, as every person filling out the feedback form receives a discount voucher for next visit within 30 days.