一流レストランのホスピタリティをお客様対応に
One of the hallmarks of a great restaurant is impeccable service. Think of the server who knows the menu like the back of their hand, gives the perfect recommendations, and gets you your meal in a timely manner. It’s the kind of experience PAR has in mind when it thinks of serving their own clients—namely, restaurant managers and staff themselves.
PAR is a technology business dedicated to helping restaurants thrive. It provides both hardware and software solutions for restaurants to use, one of which is its Data Central platform. Data Central is a back-office software that lets staff manage all the essential elements and processes involved in running a restaurant. This includes everything from inventory and labor to purchasing and payroll. “Everything that you can do, that you need to do at a restaurant, we can conceivably do it,” said Tim Macnamara, a client services specialist at PAR focused on Data Central.
The PAR team chose Pendo for two main reasons: It wanted a way to help Data Central customers quickly familiarize themselves with Data Central’s web-based portal and interface, and it wanted to be able to get the word out to restaurant managers about new features and offerings. “Our managers are the first ones to react and to work in our programs,” said Sherri Ehrlich, a knowledge and training lead at PAR. “So that’s a big thing too, alerting our community [about] all these things that we now have available for them.”
選べるガイド：必要な情報を必要なときに
Using Pendo’s Resource Center, the PAR team was able to build a central information hub in Data Central containing guides that explain common activities and processes. If a client wasn’t, say, clear on how to undertake a certain workflow related to inventory, they could simply navigate to the Virtual Guides related to inventory and find a comprehensive set of resources to help them through their work.
「これにより、何をすべきかわからない状態から、問題をできるだけ早く解決できるようになります」とMacnamara氏は説明します。「例えば、店長はほとんどの場合 [このプロセスを] 実行しますが、忙しい時もあります。フロアに出て、顧客対応をしている時など、チームメンバーにこれをしてもらうのですが、そのメンバーはこれまで実際に実行したことがない。そうした場合に役立ちます。」
Pendoの導入で、チームにちょっとした喜びの瞬間を加えるアイデアも生まれました。Data CentralチームのマスコットのPendiが突然現れ、顧客に適切なリソースを案内するというものです。「[Pendiを] 使用してユーザーの注意を引き、バーチャルガイド、よくある質問、ヒント、リリースノート、その他の追加機能に誘導しています」とEhrlich氏は説明します。
Pendoの導入からわずか数週間で、PARチームはすでに成果を実感し始めていました。多くのお客様が、促されなくても自発的に新しいガイドを受け入れていたのです。「ユーザーがその気になり、手順を実行し、最後までやり遂げるということは、ユーザーがそれを必要としているか、それを望んでいることが分かります」とEhrlich氏は話します。PARは、新機能の導入やリリースノートへの関与といった点でも、お客様の支持を得ています。
Overall, PAR has benefited greatly from the insights Pendo has surfaced about how customers are using the Data Central platform—helping them understand the relative importance of different features and informing plans for how to improve the platform. In short, Pendo helps PAR serve up a great customer experience to its Data Central restaurant clients so they can in turn serve up a great experience to their diners. “It really helps us keep our eyes on the prize,” Ehrlich concluded.
