Jollibee ups customer service with self-order kiosks


    INNOVATIONS at Jollibee has taken its mission of spreading the joy of eating to a whole new level.

    Aimed at enhancing total customer convenience several self-order kiosks were set up in selected outlets located in key cities and municipalities was launched recently. To date, there are a total of 97 self-order kiosks in 37 Jollibee branches all over the country. These include branches in BGC Triangle Drive, Katipunan Quezon City, Bay Laguna, Ayala Center Cebu, and Lagao, South Cotabato. More stores are in the pipeline.

    Designed to make choosing and ordering meals easier and more convenient, the touch-to-order system was first piloted in 2018. The self-order kiosks cater to time conscious and energy-starved customers who prefer to order at their own pace, see the available menu selections, and be given the choice to customize their orders with ease and accuracy.

    With its user-friendly interface, it only takes a few simple steps to complete an order using these self-order kiosks. First, customers need to simply touch the screen to see the menu where they can select their orders for dine-in or take-out.

    Then, once orders are complete, customers can then proceed to pay using several options: by inserting their credit or debit PayMaya prepaid cards in the payment terminal, or paying with cash at the counter. Happyplüs members can also redeem their points and use them to pay by simply scanning their cards at the promo redemption scanner. Finally, after payment, customers are issued queue numbers for claiming of their orders at the counter.

    “We are currently experiencing as high as 63 percent usage among our customers and a 51 percent-time improvement in total customer experience. Our users – who are a mix of different age groups – find that it’s easy to use, very convenient, and offers a faster order time.” Jollibee shares that the overall response from its customers who have tried this out in these branches has been very positive so far.

    Jollibee also introduced another innovation that makes serving their products even faster via the Overhead Transport System (OTS). The OTS is a mechanical conveyor that transports orders from the Kitchen to Jollibee’s takeout counter or drive thru and frees up the store crew handling these to attend to other things. This feature is currently found in select pilot stores Jollibee Shell; Heritage, Shell Feria Commonwealth, Cebu–Ayala.

    “Bringing satisfaction and joy to our valued customers through innovative ideas and total customer experience has always been one of the thrusts of Jollibee. Towards this end, we are continuously on the lookout for the latest global technologies and systems to bring in locally, thereby bringing the Jollibee customer experience to even higher levels like ever before,” Villanueva continues.