EC-CITE (Enhanced, Customer-Centric IT Experience ) Todd Sinclair GBA July 2004

Problem Statement Explore opportunities to increase restaurant customer base and their loyalty by improving the customer experience. Alternatives explored Wi-Fi enabled restaurant Network of built-in tabletop computer Change nothing EC-CITE

Wi-Fi connected, Internet-enabled, PDA- based technology To place a food or beverage order Table to table messaging View/order merchandise Internet access

Implementation 20 days to implement Redesign of NextPOSNextPOS Redesign team and network team PDAs Pocket PC 2002/2003 Connectivity cards Wireless Network With Backup Server

Benefits Increased patronage and customer loyalty due to the enhanced experience Increased revenues from both food and merchandise sales Lower operating costs due to less wait staff requirements

Cost Benefit Analysis Project costs: $65,940 Expected Benefits $104,200 per year. Expected Costs $45,000. ROI: 268% Assumptions Pilot program 60 PDAs, Reduction of one wait staff per 20 5% increase annual food and merchandise sales Tech support and broadband access are costs

Risks Will there be a demand? Is wait staff critical? Do patrons know how to use PDA? Is the wireless network secure enough? Are PDA’s rugged enough?

Questions???