Speed meets satisfaction
How Genuine Dining achieved 30-second checkouts & happy customers
Genuine Dining created an incredible food offer for their customers, which in turn sparked huge demand. However, increased demand often means longer queues – and no one enjoys waiting in line. The traditional checkout process was leading to long waits and frustrated customers, so the Genuine Dining team turned to Deligo's AI self-checkout system. This solution enabled frictionless transactions, cutting wait times to under a minute.
The system was quickly adopted by staff and immediately improved customer satisfaction by speeding up service during peak hours. The self-checkout kiosk can even handle complex tasks like recognising and pricing the varied components of a crowded English breakfast plate. Explore the full customer story to learn more.
About Genuine Dining
Genuine Dining is a leading contract caterer in the UK, known for its innovative approach and focus on making the workplace a genuinely exciting place to be. The company’s team of creative food enthusiasts delivers fresh, seasonal, and beautifully presented dishes across various businesses, including office workplaces, film studios, hotels, government buildings, and research parks. Their mission goes beyond serving great food: they create inviting dining spaces that foster connection, collaboration, and a positive workplace culture.
The Checkout Challenge
Running a busy workplace restaurant is no small feat, and Genuine Dining, renowned for its commitment to enhancing office culture through exceptional food and service, found itself grappling with a significant challenge. At one of their busiest locations, Havas, the checkouts had become a bottleneck, particularly at the weigh-and-pay salad bar.
The previous checkout system relied heavily on manual processes, with no integrated scale to streamline transactions. This challenge was most apparent during peak times, where long queues formed, frustrating customers and slowing down the entire dining experience. Customers used to spend at least 2-3 minutes waiting in line to pay for their selected meals.
The way to introducing AI self-checkout
Faced with these challenges, Genuine Dining’s leadership knew that they needed to find a solution that wouldn’t just address the symptoms but would take the dining experience to the next level. The goal was clear: to implement a system that would improve the customer journey without introducing any new challenges.
The decision came down to finding a system that delivers both speed and flexibility. The self-checkout system proved to be the perfect choice, allowing customers to quickly complete their transactions while improving staffing efficiency.
This is particularly useful during the quieter hours between breakfast and lunch, and on Mondays and Fridays, which are generally less busy. All the tills see less action during these times. Moreover, the self-checkout system provides valuable support during peak periods in the middle of the week, helping to manage customer flow and reduce wait times. This flexibility helps to avoid the need for additional staffing on busy days and prevents having excess staff on quieter days. It was clear they needed a solution that could adapt to varying demands throughout the week.
“Deligo’s unwavering focus on providing a frictionless and enjoyable user experience was really important to us. It was essential that we enhance the customer journey by implementing self-checkout and not introduce any frustration or pain to the checkout process.”
Holly Finch, General Manager at Genuine Dining
A new era of catering efficiency
The self-checkout kiosk made an immediate impact, effortlessly blending into the restaurant’s interior design and streamlining the checkout process. By cutting down wait times, it transformed both the breakfast and lunchtime experience, turning lengthy queues into swift transactions and leaving customers happier as they completed their orders in under a minute.
The ease of integrating the kiosks into daily operations allowed the staff to reallocate their time and focus more on customer-centric tasks. The support that the kiosk provided, particularly during the busiest mid-week periods, allowed the team to maintain a sense of calm and focus on what truly matters: delivering great food and exceptional service.
