It is crucial for businesses to be growth and revenue oriented. In the absence of necessary tools that streamline operations, users can get easily overwhelmed by tasks. A customer relationship management (CRM) system for restaurants can be of use in many different ways. It improves customer interaction, automates functions, and provides crucial data on sales and marketing activities.
This guide is a framework for you to explore why your business needs a CRM for restaurants and how to choose the best option.
| Best CRM For Restaurants | |||
| Rating | Free Trial | Key Features | Pricing |
LS Retail | 4.3 ★★★★★
| N/A | Unified Platform | $222/user/month |
CAKE | 4.4 ★★★★★
| N/A
| Online Ordering
| $79/month |
BentoBox | 4.4 ★★★★★
| N/A | Marketing And Loyalty Tools | Custom Pricing |
KORONA POS | 4.8 ★★★★★
| N/A
| Scalable Multi-Location | $59/month |
Revel Systems | 3.2 ★★★★★ | 60-Day Free Trial | Comprehensive Order Management | $11.99/month |
HungerRush | 4.3 ★★★★★ | N/A | All-In-One Operations | Custom Pricing |
Talech | 2.2 ★★★★★ | N/A | Table And Order Management | $29/feature |
Qwaiting | 5 ★★★★★ | 14-Day Free Trial | Virtual Queues
| Custom Pricing |
Owner.com | 4.1 ★★★★★ | N/A | AI Website Builder
| $499/month |
Toast POS | 5 ★★★★★ | N/A | Easy Menu Management | $69/month |
LS Retail is an integrated business management platform that combines point-of-sale (POS), inventory management, and customer loyalty features into a single solution. Retail and hospitality-focused, it has centralized front and back-of-house operations. All while eliminating the need for multiple separate systems.
The modular architecture of LS Retail enables restaurants to start with basic POS features and expand as the business grows. All in all, it is a well-developed system that simplifies the process of tracking sales. It stands out through its inventory management functionality and real-time interaction with customers across all sites.
Salient Features:
- Unified Platform
- Integrated CRM
- Scalable And Modular
- Real-Time Insights
CAKE POS, by Mad Mobile, is a straightforward restaurant-focused POS system recognized for its simplicity and seamless out-of-the-box functionality. It includes order management, table-side ordering, payment processing, and back-order management in one comprehensive package.
The ease of usage results in convenience in training staff. The service improvement capabilities of CAKE include features like online ordering, customer records, loyalty management, and guest management. These let restaurants do follow-ups and encourage customers to return. It is a platform focused on enhancing efficiency and ultimately enabling managers to achieve higher guest experiences with less hassle.
Salient Features:
- Online Ordering
- Real-Time Reporting
- Secure Payments
- Loyalty Program
BentoBox is a commerce and restaurant marketplace that helps businesses establish a robust online presence. It enables restaurateurs to develop a modern and mobile-friendly web presence using the same system. This can result in organic growth for the restaurant through personalized marketing campaigns.
Users can place orders online, get e-gift cards, and manage events. All of this is done under the branding of the restaurant. BentoBox gathers important details about diners that the restaurant can use to give them a personalized experience. Even though it can require training and preparation, the CRM offers benefits like increased sales and better customer engagement.
It also incorporates online ordering, e-store gift cards, and event management, all of which are branded for the restaurant. The platform helps collect valuable information about diners that restaurants can use to provide customized marketing and rewards. Although it may require some preparation and training, the CRM software offers significant benefits, including increased direct online sales and enhanced customer engagement.
Salient Features:
- Customer Restaurant Websites
- Commission-Free Online Ordering
- Reservations And Waitlist
- Marketing And Loyalty Tools
KORONA POS, being an adaptable cloud-based POS solution, is designed for use in retail and foodservice settings. As a result, it is highly suitable for different types of cafes and restaurants. It focuses on inventory management, advanced analytics, and fast transactions to help businesses optimize operations.
The restaurant solution provided by KORONA offers custom features, such as loyalty programs and promotional pricing. These features contribute to boosting customer engagement for the business.
Known for its flat monthly pricing and automatic software updates, KORONA ensures that its users always have access to the latest features. The software supports businesses of any size, thanks to its scalable and intuitive solutions that cater to single-location and multi-location businesses.
Salient Features:
- Ease Of Use
- Scalable Multi-Location
- Loyalty Program
- Modern Integrations
Revel is a widely used POS system in restaurants and retail, offering a fully featured CRM for restaurants that is iPad-based. It provides an end-to-end solution, encompassing table management, mobile ordering, kitchen display systems, and advanced payment options.
The flexibility and versatility of Revel’s features are very striking. Restaurants can utilize their CRM features, such as loyalty programs and gift cards, to engage customers and initiate repeat visits. Through cloud access and real-time reporting, a manager can track the performance of one or multiple sites and tailor offers accordingly. While Revel is compelling, it provides the tools needed for efficiency, growth, and enhanced guest experiences.
Salient Features:
- Comprehensive Order Management
- Customizable Loyalty And CRM
- Flexible Payments
- Real-Time Reporting
HungerRush (formerly Revention) is an all-in-one restaurant management system. It integrated digital ordering, delivery management, and marketing with an intuitive POS into one platform. Restaurant professionals have developed a comprehensive system to cover every aspect of operations, helping businesses grow.
To retain customers, a 360-marketing tool and loyalty system that is tailored to keep customers engaged and boost repeat visits is used. It seamlessly connects online orders (web or voice) to the kitchen, improving efficiency. Besides this, the software can also direct in-house drivers or third-party delivery services from the POS. Despite limited integrations in the past, the current software offers a comprehensive and streamlined experience for restaurant owners and their guests.
Salient Features:
- All-In-One Operations
- Seamless Online Ordering
- Automated Marketing And Loyalty
- Integrated Delivery Management
Talech is a cloud POS platform that features strong CRM elements and targets restaurants, cafes, and retailers. Supported by Elavon/U.S. Bank, its functionalities include table management, menu alterations with modifiers, and employee authority capabilities. Whereas the software’s CRM tools allow restaurants to create customer profiles and customize customer experiences. This helps in turning diners into loyal guests.
The software also features commission-free online ordering and reservation capabilities, which seamlessly integrate with the POS for a smooth order flow. Talech can help a restaurateur streamline their operations. By gaining insights into customer tracking and the ability to report in real-time, service is enhanced.
Salient Features:
- Table And Order Management
- Menu Customization
- Online Ordering And Reservations
- Real-Time Analytics
A cloud-based queue management tool, Qwaiting, helps restaurants and other organizations manage queues and appointments efficiently. It is not a conventional CRM for marketing, but it helps enhance the customer experience through visitor data capturing and enabling follow-ups.
Restaurants can improve their management of rush hours and takeout counters through Qwaiting. It enables customers to enter virtual queues through their phones or prebook their reservations to limit physical wait lines. The software is designed to simplify the customer experience, from check-in to service, with less frustration and greater satisfaction.
Salient Features:
- Virtual Queues
- Appointment Booking
- Real-Time Dashboard
- Automated Alerts
A one-stop solution for restaurants aimed at facilitating their direct online business as well as customer interaction. Owner.com equips restaurants with an artificial intelligence (AI)-powered site builder, commission-free online ordering, and integrated marketing tools. This helps the restaurant give each guest a personalized experience to boost customer retention.
Capabilities such as loyalty rewards apps and automated marketing can be utilized by both big chains and independent restaurants. The platform excels at driving more orders through owned channels and increasing customer loyalty.
Salient Features:
- AI- Website Builder
- Zero Commission Online Ordering
- Automated Email And Text Campaigns
- Loyalty Programs
10. Toast POS
Toast POS is a powerful restaurant-oriented POS platform known for its comprehensive features and reliable performance. It integrates POS software, hardware, and payment processing into one solution.
Toast is built ‘by restaurant people for restaurant people’. The platform provides everything from tableside ordering devices and fully featured kitchen displays. Online ordering, delivery management, loyalty programs, gift cards, and payroll integration are some of the features that can make restaurants more engaged. It helps restaurants automate, maximize output, and introduce an incredible customer experience.
Salient Features:
- Tableside Ordering And Payments
- Integrated Online Ordering
- Analytics And Multi-Location Reporting
- Easy Menu Management
Why Do Restaurants Need CRM?
The success of a restaurant can be simplified as serving delicious food, but this is not all, as it also entails establishing good relationships with customers. CRM systems help restaurants collect and utilize customer data to deliver personalized service and marketing. These are some of the reasons CRM is necessary in the restaurant industry:
Know Your Customers And Personalize Service
A CRM may also be used as a database, where the details of the guest, including contact details, birthdays, previous orders, preferred food, and feedback, are stored. The data can help restaurants customize their experience with customers, including calling them by name or making a note about their food preferences. In this manner, the customer is given special attention, and the dining experience will be memorable.
Boost Customer Loyalty And Repeat Business
Customers who come back to the restaurant are the key to the success of the business. CRM software can be used to drive loyalty using programs like reward points, VIP levels, and promotions based on targeting. An example is the identification of customers visiting the restaurant every Friday to have lunch, and this can be used to send the customer a special offer on Fridays using the CRM. Customers are rewarded and purchases are followed in a loyalty program; this encourages them to visit more frequently. Through this, they establish a long-term emotional relationship, which increases the lifetime value of every customer.
Improve Marketing Effectiveness
CRM data can help restaurants run specific marketing campaigns instead of using general advertising that is usually ineffective. Restaurants can target their promotions to customers, whether they are regular coffee drinkers or dinner families. With the help of CRM, one can automatically contact the customer by mailing them with an offer on their birthday, or by sending an email about the anniversary of the customer. In this individualistic model, the response and return of investment (ROI) are elevated since the process enables restaurants to sell better.
Enhance Guest Experience Across Channels
There are various channels through which diners interact with restaurants. These can be online booking, social media, delivery applications, phone calls, and face-to-face. A CRM uses the information to make the data of a guest track through these touchpoints. When a guest adds in their profile that they are a vegetarian on an online reservation, the information should be pointed out on the host and server platforms. A CRM offers a smooth guest experience by integrating every interaction, leading to increased customer satisfaction since there are no requests that are ignored.
Data-Driven Decision Making
CRMs allow restaurants to have essential analytics to make meaningful decisions and maximize their gains. This shows patterns like the most suitable times to visit, how promotion can help boost the visits, or what food items customers are most interested in on the menu. Such data can help restaurants to enhance their menu, price, staffing list, and advert. As an example, observing the necessity of plant-based choices can also result in the launch of a vegan dish. A decision made based on information assists restaurants in determining trends and maximizing profits and productivity.
What To Consider When Choosing Best CRM For Restaurants?
A restaurant ought to select the appropriate CRM system. The software best suited for the business depends on the specifications the restaurant requires. The following is what should be considered as priority, and the usual pitfalls to avoid when choosing a restaurant CRM:
Priorities When Selecting A Restaurant CRM
Restaurant-Specific Features
Find CRMs that are hospitality-specific. This can be used as a way to track regularity. Verify that the CRM can accommodate the guests' details, including their favorite dishes, preferred seating arrangements, and preferred times. This reduces the need for customization, allowing you to run more efficiently.
Integration With POS And Other Systems
A CRM that integrates seamlessly with your POS system is essential. Integration enables the seamless exchange of sales data, guest check information, and visit frequency. Ensure the CRM also connects with your reservation system, email marketing tools, and delivery applications. This provides a 360-degree view of customer information. Integration helps eliminate database silos and simplifies your operations.
Ease Of Use And Training
Restaurants are hectic, so choose a CRM that is easy to use and navigate. It should have a user-friendly interface. Features like drag-and-drop customer grouping and quick access to contact details are significant. Ask vendors about training resources, onboarding support, and responsive customer service. Investing in a complex system is a waste if it's not used correctly.
Customization And Scalability
Think in terms of the future requirements of your restaurant. CRM should offer a customizable option that allows you to create custom fields or labels for VIP customers. If you plan to introduce online ordering or a mobile app in the future, ensure the CRM can integrate with these new features.
Data Security And Compliance
Security is essential, especially since your CRM stores sensitive customer data. Ensure that the provider adheres to best practices in data encryption, data security auditing, and cloud storage. In markets with stricter data protection regulations, such as GDPR in Europe or CCPA in California, ensure the CRM is compliant.
Pitfalls And Mistakes To Avoid
Choosing Based On Price Alone
The budget should be taken into consideration; however, you should not choose solely because it is inexpensive. A low-cost solution may be basic in terms of features and support, but this can introduce inefficiencies. Consider the potential ROI; a CRM that improves customer retention or increases upselling can more than justify its cost.
Ignoring The Staff’s Perspective
It is straightforward to select a CRM based on the owner's or manager's preferences. However, another factor to consider is how it will integrate into your staff's workflow. Avoid selecting a CRM that slows down service and adds extra steps during peak hours. Communicate with your employees throughout the evaluation process so that the CRM can also enhance their performance.
Overlooking Integration Limitations
Avoid CRMs that do not integrate well with your POS or other systems. Data silos are a result of a CRM that functions independently, causing a wastage of time and resources on manual data entry. Always make sure that the CRM you are about to use can integrate with the tools you already have. A simple CRM with good integrations is usually preferable to one that is feature-rich but standalone.
Neglecting Support And Training
It is essential to receive support during work hours, especially when issues arise. Select a CRM that provides customer-responsive support and offers adequate training software. Tutorials, customer access managers, and on-site training sessions are ideal for vendors. Insufficient training or guidance may result in incomplete use of CRM, negating its potential value.
Failing To Plan For Data Migration
If you already have customer data in spreadsheets, email lists, or another system, ensure the CRM can import this data easily. Avoid systems that do not allow data transfer or those that use a complex format. The clean-up of data and merging of duplicate data should be planned, facilitating an easy transition. Starting with organized data ensures your new CRM is at the point of landing.