Chick-fil-A Implements Service Technology Kallpod to Improve Service Dynamics & Deliver a Fully-Accommodated Dining Experience.

Since introducing its guest-facing service technology, Kallpod has been boosting efficiency and improving customer experience at restaurants, hotels, stadiums and other hospitality settings. Kallpod’s solution delivers a full platform of customized technology, including press-for-server tabletop, front & back-of-house notification system, 6-button utility role alert, and 1-button plaques for facility hygiene management.

Chick-fil-A Denver owner & operator Jason Sutton recently implemented Kallpod and is already seeing impressive results when it comes to guest satisfaction scores.

“Since introducing Kallpod, we’re seen our overall satisfaction scores go up about five points over the last seven months. We’re located on the edge of urban and suburb real estate, and typically urban environments translate to lower scores on customer metrics,” Sutton explained.

Before Kallpod, Sutton states that the Denver Chick-fil-A team were looking for solutions that aligned with the brand values of customer-centricity, ultimately, enhancing service dynamics & the dining experience for both guests & staff.

While thinking about how to improve his customer experience, Sutton came across an article detailing how another Chick-fil-A operator in Houston had implemented Kallpod and successfully activated reorder revenues, increasing reorder revenues by 500%.

In addition to boosting sales, this customer-focused approach exceeds service expectations & leaves lasting impressions to customer, as they have full control of their dining experience.

Sutton has seen Kallpod improve reorder revenues as customers use Kallpod to purchase desserts or a second meal after completing their first—the guest no longer need to spend the time and effort to wait in line, but instead enjoy order-at-table service by pressing the button on the Kallpod.

“I knew that [Kallpod] would be a great way to improve hospitality for our guests,” Sutton said. His Chick-fil-A team was already performing table touch-ins every 15 minutes for guests in the dining room, but Sutton knew that considerable customer need can transpire in between. To supplement the touch-in practice, Sutton added Kallpod to the tables.

“Instead of having to wait [until an employee returns to the table], guests can hit that service button on the Kallpod, which we call our ‘Hospitality Bell,’ and then there’s no gap between the need for service and when a team member can meet that need,” said Sutton.

A proponent of transparency, Sutton said he also implemented a ‘Call Manager’ button to provide guests with an option to leave feedback to a manager.

At the other end of the counter, Kallpod supports staff to communicate, collaborate, and fulfill service requests more effectively.

“Say you’re short-handed one day because you’ve had several employees call out,” Sutton explained. “You might feel pressed and not immediately be as courteous as you would normally be. But because Kallpod centers the guest experience, they really keep guests top of mind, and keep their service needs at the forefront for our staff,” said Sutton.

When asked if he felt that the full breadth of Kallpod’ functionality was being utilized, Sutton replied not yet, but he sees the change happening and is excited to see service dynamics continue to improve.

For example, in terms of at-table ordering, Sutton said, “It’s a behavior change, both for our guests and our team,” so regularly using the Kallpod comes with practice. “But it’s happening more and more, which really helps that hospitality element.”

Ultimately, there are three different touchpoints at which Sutton hopes to see the Kallpod technology fully implemented: at the register; for table delivery; and for regular table touch-ins.

“At the register, it’s great to be able to say to a guest, ‘Hey, when you get to your table, if you need anything at all, just press the button on our Hospitality Bell and we’ll happily get it for you,” Sutton said. “Then, when a teammate delivers the food to the table, that’s another opportunity to check in and say, ‘Hey, anything else you need, or if there are additional items you’d like and don’t want to get back in line, or if you need to speak to a leader—just press that button.” Finally, during table touch-ins, Sutton emphasized that a teammate can remind the guest that a press-of-the-service button will alert staff to top off their drink before they depart.

“It’s all about that above-and-beyond hospitality,” Sutton said. “And so our challenge now is to get better at those touchpoints, but once we’re executing [that] 100 percent of the time, the customer experience will only get that much better.”

For restaurant operators unsure about bringing Kallpod to their location, Sutton pointed to the technology’s versatility and ease of customization.

“There are so many ways to execute with Kallpod, whether for hospitality, back-of-house communication, increasing incremental sales—you name it,” Sutton said. “You just have to figure out what’s important to you and then develop a training model that incorporates Kallpod into that training.”