How Pizza Hut boosted average order by 5% and drove upsells (21.9%) with Deliverect kiosks

Discover how Pizza Hut in Spain and Portugal transformed its operations with Deliverect-powered kiosks. Enrique Moisés, Operations Director, spotted the biggest pain points in traditional restaurants: endless lines, stressed staff, and limited upselling at the counter.

The Client

Pizza Hut is one of the most successful restaurant chains in the world, with more than 20,000 locations globally.

Enrique Moisés, Operations Director for Spain and Portugal, oversees the modernization and optimization of franchise restaurants. He spends hours onsite, observing firsthand how to streamline restaurant operations.

That’s how he identified major challenges: persistent queues, operational strain, and limited upselling. To solve them, he championed the rollout of kiosks powered by Deliverect. “The results have exceeded expectations,” he explains.

THE CHALLENGE: Bottlenecks, Slow Service, and Limited Upselling

Before implementing kiosks, many Pizza Hut locations in Spain and Portugal faced long lines, slow service times, and physical limitations at the counter. Enrique Moisés summarizes the issues he aimed to fix.

Queues and Slow Service

According to Moisés, the counter itself acted as a natural bottleneck for order volume.

“Customers would get to the counter without being experts in our products. They made changes, hesitated, asked questions, and that stretched out every order. That extra time frustrated the people waiting behind them and limited how many orders we could process per hour.”

Pressure on Staff

Teams had to balance service, speed, and protocols, often losing key resources during peak hours.

“There are very clear protocols: when you see a third customer join the line, you make eye contact with the first two, but you must offer the third one an alternative. And if you can’t, you ask your manager to step out and take the order manually. That costs you a critical resource. If it happens repeatedly during peak times, it destabilizes the staff.”

“The traditional model really limits upselling. When the employee is tired or the line is pressing, they’re not as effective. And the customer can’t visualize all the items you’re suggesting. You might tell them about an ice cream promotion… and they think you’re offering a lolly pop instead of a half-liter tub. The kiosk is a different world; visual, clear, direct.”

The Solution: A Compact, Cost-Effective Kiosk with Immediate Impact on Efficiency and Profitability

Pizza Hut faced two constraints: limited space in some restaurants and different POS (Point of Sale) systems across franchisees. Deliverect became the solution thanks to its expertise and its integration ecosystem, which allowed every restaurant to “speak the same language.”

“Price was essential because many of my franchisees run just one location. And space mattered too: there are huge kiosks on the market, but we needed something more compact.”

There was also a second, equally important requirement:

“We needed a provider who was an expert in integrations and could unify the entire experience: orders, menus, delivery, kiosks… all on a single platform. For me, that’s decisive. I had already worked with Deliverect before implementing kiosks, so I knew that centralizing channels was crucial.”

Every franchisee had a different POS, but Deliverect unified everything.

“It’s a relief. And the same goes for POS systems: my franchisees use different solutions like Aloha, MX, and Spot On. With Deliverect, that no longer matters because they all speak the same language. As a company, that’s vital.”

The Importance of an ‘Easy and Professional’ Onboarding

Moisés explains that onboarding, typically a concern for franchisees, was surprisingly smooth.

“Onboarding and training were extremely easy. The Deliverect support team is huge. They integrated very well with our IT department, explained every step, and made everything seamless.”

“Installing kiosks in small spaces can be a double-edged sword, because if you don’t do it right, you create new lines. But from the beginning, Deliverect solved it. Someone even came to help us with a perfect installation. It was impeccable.”

Results: Shorter Queues, Faster Service, and a Major Increase in Orders and Average Ticket Size

Queues Reduced by 90%

The impact was immediate: less friction, smoother flow, and more service capacity — without adding staff.

“There are no longer lines of three or more people waiting. It’s an estimate, but about 90% of queues have disappeared. When you have two kiosks, customer behavior changes completely. You can see five or six people waiting at the kiosk, and no one complains. At the counter, with just three people, the complaints would start. I don’t know the psychological explanation, but that’s how it is. Plus, the kiosk guides customers with suggestions and speeds up the whole process.”

Upselling +21.9%, with Desserts as the Standout Winner

Unlike the counter, the kiosk upsells consistently: no stress, no time pressure.

“At the counter, of course, you want to upsell, but if you have a long line and a delivery driver arrives for online orders, you can’t stop to do it. The kiosk, however, is programmed to upsell every time.”

Desserts, previously barely ordered,  suddenly became one of the stars.

“The biggest upsell impact comes from desserts. Naturally, nobody goes to a pizzeria thinking about dessert. But when you see them on the kiosk, well-presented with clear photos, everything changes. People order them much more. Before, they were barely requested.”

+30% orders per hour, +5% increase in average ticket

After implementing kiosks, both order volume per hour and service speed increased significantly. The last metric Moisés shares is a substantial increase in average ticket size, marking a full transformation of customer experience, staff experience, and operational profitability.

“Technology opens the door to menu exploration that used to depend on the staff’s time and memory. The customer now sees the entire range, like having the whole menu open. Now they play, mix, discover new sauces like Honey… they can explore. That increases the ticket naturally.”

Pizza Hut has always made a strong effort to maintain sustainable practices. Even with very low rates of human error in orders, these have dropped drastically after implementing Deliverect, from around 3% to 0.5%. When extended across all restaurants throughout the year, waste from unavoidable errors has been reduced to almost zero, preventing tons of food waste.

Together, Deliverect-powered kiosks have transformed Pizza Hut’s operations and revenue: shorter lines, greater speed, higher hourly capacity, and a direct impact on revenue, average ticket size, and upselling. The customer experience became more intuitive, the staff’s work became more efficient, and the model is now scalable, with plans to expand it to other markets.