KFC is known worldwide for its great-tasting chicken, made with a secret recipe of 11 herbs and spices.
The global conglomerate, also one of the top food franchises in Trinidad and Tobago, has become a national treasure, with TT KFC being hailed as one of the best-tasting in the world.
However, what it is not known for is its customer service. People have constantly complained about waiting in long lines, and facing less-than-satisfactory customer service representatives while ordering their two-piece and fries.
KFC president Roger Rambharose, in correspondence with Business Day, said all that is about to change with its new KFC Kiosks, which provide a simple user interface to order and pay for any of the meals on KFC’s vast menu.
Rambharose told Business Day on Tuesday the new kiosks will improve customer experience and continue to modernise the brand in a world that is quickly becoming digitalised.
Making digitisation extra spicy
The digital kiosk has been rolled out in seven branches – Maraval, Endeavour, St Mary’s, Piarco, Couva, Arouca and South Park.
Rambharose said by the middle of the year, kiosk self-service ordering will be an option in 30 locations and by the end of the year it will be available in all branches in TT.
He said the kiosk service is just one way KFC has been spicing up the digitisation movement.
“We have been transforming the digital landscape in TT over the last five years,” Rambharose told Business Day. “We introduced the KFC app, which is best in class. We also introduced our website, Whatsapp and Facebook Messenger ordering platforms.”
The touch-screen interface gives customers access to the full menu. It has a user-friendly software, an integrated scanner for discounts and loyalty points, and provides options for card payment, by either tapping or inserting your debit or credit card.
[caption id="attachment_1071617" align="alignnone" width="1024"] The digital kiosks at KFC, Long Circular Road, Maraval branch. - Photo by Ayanna Kinsale[/caption]
The kiosks also provide a digital receipt as part of KFC’s green agenda, which is given to the customer through scanning a QR code or by SMS.
He said the kiosks will also put back the "fast" in fast food, as current statistics pulled from the stores in which the kiosks have been launched show that the average ordering time – from placing the order to collecting –takes 2.5 minutes.
KFC partnered with one of the world’s leading software providers in the global quick-service restaurant technology industry – Cognizant Technology Solutions – to provide the software. Hardware was sourced and installed by a local provider.
Rhambarose said the new technology will be an added service that will come at no added cost to the customer.
“We are committed to designing the business to create a more seamless consumer experience for our customers,” he said. “With this vision and commitment comes the acceptance that we must invest in the assets that will continually enhance the customer experience. The net effect of this is that
