[Interview] How the Samsung Kiosk Is Improving Customer Experiences at Tim Ho Wan in Seoul – Samsung Global Newsroom

In the course of the lunchtime rush, eating places are sometimes packed, making it exhausting to discover a place to shortly decide up a scrumptious meal. Nevertheless, clients are discovering a handy new possibility within the Seoul department of Tim Ho Wan, a well-known Hong Kong-based dim sum chain, after the restaurant launched a Samsung Kiosk that permits quicker ordering and shorter wait occasions.



Current adjustments to social dynamics have shifted shopper preferences in direction of takeout meals, with clients now typically opting to choose their meals up from the restaurant and take it away.


To maintain up with demand, the Samseong-dong department of Tim Ho Wan in Seoul lately put in a Samsung Kiosk that creates a extra handy takeout expertise. So, how do the supervisor, chef, and regulars at this department of Tim Ho Wan fee the Samsung Kiosk? Samsung Newsroom visited the restaurant to seek out out.



[Upgrading for Customers] Takeout or Dine-in? Samsung Kiosk Streamlines Buyer Experiences


The kiosk on the Samseong-dong department of Tim Ho Wan is positioned to the suitable of the counter, making it simple for purchasers to identify it upon getting into. The kiosk’s placement additionally results in extra environment friendly use of area, because it causes dine-in and takeout clients to enter completely different elements of the restaurant. It solely takes a minute or two for purchasers to pick, order, and pay for his or her meals, all with out help from a waiter or clerk. The orders are then immediately transferred to the kitchen, additional decreasing wait time.


Following the introduction of the kiosk, clients who have been beforehand reluctant to go to the restaurant attributable to lengthy wait occasions began stopping by extra typically. One buyer stated “I went to the Tim Ho Wan in Samseong-dong ceaselessly when it first opened, however I ended coming for some time as a result of it was all the time too busy. Nevertheless, I began coming once more after the kiosk was put in as a result of the takeout ordering course of turned so handy and made the lengthy ready occasions a factor of the previous.”



Different clients have been having fun with the kiosk too, with a world couple sighted putting an order on the kiosk. The Samsung Kiosk presents English and Korean language choices on its major display, permitting worldwide clients to simply navigate the menu and different choices. Chuckling, the couple stated, “Due to the kiosk’s English possibility, we have been in a position to decide on our meal with out asking the waiter for assist.”



[Upgrading for Chefs] From Streamlining Order Processing to Permitting Higher Stock Administration

With the kiosk sending orders on to the kitchen, restaurant staff can now course of orders at a a lot quicker tempo too. Earlier than the kiosk was put in, clients needed to take a menu after which relay their order to a waiter, who entered it into the POS system. Now this time-consuming step is eradicated, permitting cooks to save lots of as a lot as two to a few minutes per order. The restaurant’s chef, Cheol Woong Kang, spoke to the importance of this, saying, “Chances are you’ll not assume two to a few minutes is far time, however throughout peak occasions, when the variety of orders we obtain drastically will increase, the time the kiosk saves is invaluable.”



One other benefit of getting the kiosk is that the answer collects takeout order information individually from dine-in order information. Through the use of the kiosk, Tim Ho Wan in Samseong-dong is ready to establish which menu gadgets have a excessive takeout order fee and make the most of this information to arrange components and handle stock. Chef Kang (pictured above) stated “At first, we ready a big amount of the components wanted to make our signature steamed BBQ pork buns, assuming they might be ordered probably the most. However after analyzing the info collected by the kiosk, we realized that our hottest dim sum choices (shrimp, shrimp and pork and spinach and shrimp-flavored) have been demonstrating higher-than-expected takeout order charges.”



Because the kiosk permits separation of dine-in and takeout order information, the group on the restaurant was additionally in a position to handle gross sales extra effectively. Beforehand, eating places had struggled to establish why sure dishes have been being ordered for takeout at sure occasions of the day, in addition to what was making adjustments in gross sales volumes. Chef Kang famous that, “In line with our gross sales information evaluation, when it got here to takeout orders, clients most well-liked dim sum over noodles or fried meals. Thus, we pay particular consideration to preserving their style and freshness as a lot as attainable when packaging these dishes.”



[Upgrading for Managers] A Broad Vary of Advantages, Together with a Dependable After-Gross sales Service

With extra clients preferring takeout, eating places are more and more required to deal with each dine-in and to-go orders on the similar time today. Many eating places are thus turning to kiosks to permit them to supply the absolute best service, even after they have restricted assets accessible.



Well-known for its famend high quality and worth, Tim Ho Wan in Samseong-dong is usually crowded at mealtimes. The restaurant thus launched the kiosk to each enhance worker effectivity and enhance buyer satisfaction. The outcomes have been spectacular. Cashiers now not needed to stability taking orders and processing funds, and the restaurant turned much less crowded with dine-in and takeout clients visiting completely different areas of the premises.


Department supervisor Mr. Je Hyeon Cho (pictured above) associated that “Initially, handing over the menu and explaining the ordering course of to clients have been essential elements of our service. However the set up of the kiosk has now allotted with that a part of the method altogether. Now, peak occasions have grow to be a lot simpler to deal with, and we are able to focus extra on attending to our dine-in clients’ wants. Plus, our takeout clients are happy too, because the kiosk permits them to proceed straight from ordering to paying with out ready.”


On the finish of the day, these kiosks are nonetheless machines. Customers are due to this fact required to take care of them and reply shortly in the event that they expertise errors. One of many benefits of the Samsung Kiosk is that errors could be resolved in real-time through distant management, in the end minimizing disruptions. Mr. Cho famous that “As soon as, there was a time when the display froze as a buyer inserted a card into the kiosk to make the cost. However, on this event, the decision middle was in a position to remedy the issue instantly through distant assist. Understanding there’s a dependable after-sales service there to again you up actually makes you are feeling safe when operating a restaurant like this one.”



It has been seven months since Tim Ho Wan in Samseong-dong put in the Samsung Kiosk, and the workers is loving the handy ordering, sensible information administration and environment friendly area utilization that it gives. Mr. Cho wasn’t shy when talking about how the long run seems with the Samsung Kiosk, relating that, “Sooner or later, after we develop seasonal choices and new core dishes, we stay up for actively promoting them by displaying them on the prime of the kiosk’s major display.”

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