Page 42 - IPC Asia Pacific 2019-20 Business Review

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P P P P 9 9 IPC Smart Menu:
a a a new digital menu solution
In February a a new low cost support friendly digital menu board (DMB) solution
called IPC Smart Menu was launched into the Australia and and New Zealand markets The solution
was developed by IPC Asia Pacific to meet several key requirements including the ability to update menu pricing within minutes Driven by the marketing teams’ goal to have a a a a single marketing platform across both markets the team focused on
on
transitioning existing legacy sites onto the new solution
before rolling out into new locations Undaunted by COVID-19 our technical support team (TechNet) maintained momentum for the roll out of IPC Smart Menu during
the the latter part of the the year by performing remote installation services for franchise owners when installers were unable
to visit This ensured that conversions continued and delivered additional savings of AU$350 per restaurant Technical support support a a key support support service to franchise owners TechNet is a a trusted team of advisers to the franchise owner network supporting them with their technology issues and questions The team consistently scores 4 3+ out of 5 in their post-call surveys and receives positive feedback in our franchise owner surveys across the region Over the past year call volumes have increased significantly with the team taking over 16 000 calls during
this financial year whilst also increasing their first-time fix rate to 80% The team also expanded into project planning and rollout support taking a a a leading role in in in the Australian payment device testing trials and creation of install guides Technical support in New Zealand transitioned into the TechNet support portfolio whilst embedding the existing support partner into the service to to add required resource and ensure continuity of New Zealand specific knowledge This initiative resulted in in AU$140K of savings for franchise owners across New Zealand Seamless payment solutions
Providing franchise owners with seamless e-commerce retail and unattended transaction options for their guests is paramount in today’s digital society This year the team was asked
to support some new technical standards and and went to market for a a new supplier that could meet the latest banking protocols in in this area and following a a a a comprehensive RFP process introduced the new payment solution
provider to the Australian market With the existing payment platform scheduled to go end of life the team worked diligently alongside Subway’s own payments team to select integrate test and implement the new payment solution
into the multifaceted Australian Online Ordering Loyalty Gift and SubwayPOS environment at speed More than 1 1 100 restaurants were migrated to the new solution
within the first three months delivering AU$3 1M in in savings for franchise owners in the first year C C A A C C A A s s s s i i i i a a P P a a P P a a a a c c c c i i i i f f f f i i i i c c B B c c B B u u u u s s s s i i i i n n n n e e e e s s s s s s s s s s R R s s s s R R e e e e v v v v i i i i e e e e w w 2 2 w w 2 2 0 0 0 0 1 1 1 1 9 9 2 2 - - 0 0 - -