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The 2020 COVID-19 pandemic exposed both strengths and weaknesses in systems and organizations across every industry. Restaurant and entertainment concepts were confronted with an issue that shook the very core of the industry – how to produce the same customer experience sans human contact. Many concepts are still struggling to find their footing in this new space where convenience and contact-free is king, while others are poised to excel. A main differentiator for those that are forging ahead is technology. This has unfortunately left many customers with no choice but to leave behind businesses that were stuck in the past.
Our team at Marco’s Pizza is incredibly committed to innovation and setting the business foundation for “Marco’s of the Future”. While we were already headed in the direction of streamlined delivery, carryout and other upgrades to customer convenience, the pandemic accelerated these efforts. At the onset of the COVID-19 outbreak, the motive behind engineering contact-free delivery and carryout was to keep our customers and teams safe as we continued to feed communities across the country. Now, as vaccines begin to be distributed and administered, Marco’s remains focused on fortifying our technology for long term success as the need for convenience and safety won’t go away anytime soon. Contact-less Everything Marco’s is piloting, testingand implementing several technologies including SMS, beacons and more to make contact-free delivery and curbside carryout services more automated. These technologies can be embedded into both our Marco’s app and POS systems. In addition to notifying the store when a customer arrives and letting a customer know that their order is available, we’re integrating various elements of artificial intelligence to streamline the process further. For example, once a customer order is placed, they receive an email confirmation. This confirmation allows customers to notify the store upon arrival, a message is immediately sent to the POS system – sharing identifying information such as vehicle description and order number – so that the customer can be serviced quickly. There is also an option for customers to track an order to keep them updated every step of the way for seamless and safe exchanges.At the onset of the COVID-19 outbreak, the motive behind engineering contact-free delivery and carryout was to keep the customers and teams safe as we continued to feed communities across the country
