Gyraya

The Challenge: Increasing Rush Hour Productivity

When it first launched, Gyraya opened its debut restaurant without self-ordering kiosks, and limitations became apparent after just a few weeks.

Staff were losing time explaining products and sauces, customers were sometimes surprised by paid add-ons at the till, and long queues during peak hours were discouraging customers who were in a hurry.

The goals were to:

• Reduce queue times during peak hours to prevent losing customers, and process more transactions per service.

• Increase productivity and serve more customers by allowing guests to customise their meals themselves, freeing up staff from repetitive explanations.

• Ensure customer satisfaction with transparent pricing by clearly displaying all surcharges and the running total to prevent surprises at the till.

• Offer an intuitive experience for all ages with a simple, user-friendly interface suitable for all tech literacy levels.

• Secure a competitive price, including processing fees, by selecting the best overall offer based on hardware costs, subscription fees, and card processing rates.

The Solution: A 30%-50% Increase in Peak Hour Transactions

Inspired by other successful concepts and after comparing prices and features, Gyraya selected Deliverect Kiosk, deploying three to four kiosks per site to keep pace with kitchen demand.

The first two restaurants installed the RIO kiosks, but all new sites now use the FOX model with contactless payment. These are simpler to install and maintain as they don't require external PDQ machines or printers.

Simple Kiosk Implementation

Kiosk setup was quick and easy, handled by Gyraya's teams autonomously with support from Deliverect’s video tutorials and virtual assistance when needed. The kiosks integrated seamlessly with the restaurant's interior design.

A Huge Gain in Peak Hour Productivity

Thanks to the kiosks, Gyraya completes 30% to 50% more transactions during busy times. Orders are automatically sent to the Zelty POS and to the kitchen. The integration of the Hey Pongo loyalty programme has already attracted 30,000 members in three years—a performance well above the industry average.

An Intuitive Customer Journey with Clear Pricing

The kiosks provide a straightforward process for customers of all ages and tech abilities. Guests can customise their meal completely independently. Paid options are clearly visible, preventing any unpleasant surprises at the time of payment.

Quality Guidance and Support

The Deliverect team handled the menu creation and kiosk customisation during the onboarding process. They continue to provide regular performance monitoring and responsive support whenever needed.

Kiosks Integrated into the Gyraya Franchise

Deliverect Kiosk is now a mandatory component of the concept for all Gyraya franchises.

Maintaining the Human Touch

Despite initial fears of a "dehumanising" experience, Gyraya finds that the kiosks do not eliminate interaction: the teams provide the human touch during service delivery. Only 1% to 2% of customers prefer to order at the counter outside of rush periods, which is easily manageable for the staff.

"[Deliverect] has allowed us to increase productivity and speed of service for the customer, at a better cost than their competitors, and without impacting our customer relationship."

Results

• 30% to 50% more transactions during peak hours

• 5% higher average spend compared to counter orders

• 30,000 loyalty members in three years with Hey Pongo integration

• 8% of revenue via combo meals and upsell suggestions

• 86% of orders are paid at the kiosk

• 3:10 min average time per order

We have integrated these kiosks into our décor, and they are now one of the key strengths of our Gyraya concept. Faster order taking, zero till errors, smoother service, and satisfied customers who keep coming back.