{"id":683,"date":"2024-09-11T15:00:15","date_gmt":"2024-09-11T22:00:15","guid":{"rendered":"https:\/\/embedded.gusto.com\/blog\/?p=683"},"modified":"2024-09-11T15:02:19","modified_gmt":"2024-09-11T22:02:19","slug":"restaurant-pos-systems-insights","status":"publish","type":"post","link":"https:\/\/embedded.gusto.com\/blog\/restaurant-pos-systems-insights\/","title":{"rendered":"The Evolution of Restaurant POS Systems: Key Insights with Andrea Kando"},"content":{"rendered":"<p><a href=\"https:\/\/www.linkedin.com\/in\/andrea-kando\/\"><span style=\"font-weight: 400;\">Andrea Kando<\/span><\/a><span style=\"font-weight: 400;\">, <\/span><span style=\"font-weight: 400;\">Chief Payments and Strategy Officer for <a href=\"https:\/\/www.touchbistro.com\/\">TouchBistro<\/a> restaurant POS, went from elementary school teacher to payments industry leader. Her diverse roles in strategy and operations at Fortune 500 companies have equipped her with the skills to add immense value to smaller organizations. In this episode, Andrea shares her insights on optimizing revenue streams and enhancing the restaurant experience through TouchBistro\u2019s innovative solutions.<\/span><\/p>\n<p>&nbsp;<\/p>\n<p><b>Key Takeaways<\/b><span style=\"font-weight: 400;\">:<\/span><\/p>\n<p>&nbsp;<\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Diverse roles in strategy, operations, and payments add value to smaller firms.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">ISV: software solutions for specific verticals like restaurants.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Key dining trends: online menu research, loyalty programs.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Restaurant trends: balancing tech deployment with human interaction.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Flexibility in delivering the right dining experience.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Evolution of payments: focus on monetizing and optimizing experiences.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">TouchBistro\u2019s intentional approach to payment workflows.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Future of payments: the potential of soft POS solutions.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Fraud management: layered security and optionality in payments.<\/span><\/li>\n<\/ul>\n<p>&nbsp;<\/p>\n<p><b>Listen to the podcast<\/b><\/p>\n<p><iframe style=\"border-radius: 12px;\" data-src=\"https:\/\/open.spotify.com\/embed\/episode\/1ZoEZFnbXsQ82TWHy6g4p0?utm_source=generator&amp;theme=0\" width=\"100%\" height=\"152\" frameborder=\"0\" allowfullscreen=\"allowfullscreen\" src=\"data:image\/svg+xml;base64,PHN2ZyB3aWR0aD0iMSIgaGVpZ2h0PSIxIiB4bWxucz0iaHR0cDovL3d3dy53My5vcmcvMjAwMC9zdmciPjwvc3ZnPg==\" class=\"lazyload\" data-load-mode=\"1\"><\/iframe><\/p>\n<h2><span style=\"font-weight: 400;\">The Changing Landscape of Restaurant POS Systems<\/span><\/h2>\n<p><span style=\"font-weight: 400;\">On this SMB Tech Innovators Podcast episode, Andrea Kando, the Chief Payments and Strategy Officer at TouchBistro, discusses the evolution of restaurant POS systems. She shares her journey from teaching to leading payments strategy and offers insights into how restaurant POS systems have transformed over the years. Focusing on the unique challenges and opportunities in the industry, Andrea provides a comprehensive view of how TouchBistro has adapted to meet the needs of restaurant operators.<\/span><\/p>\n<p>&nbsp;<\/p>\n<h2><span style=\"font-weight: 400;\">Andrea&#8217;s Career Journey: From Teaching to Strategy<\/span><\/h2>\n<p><span style=\"font-weight: 400;\">Andrea&#8217;s career journey is as diverse as it is inspiring. Beginning her professional life as an elementary school teacher, Andrea transitioned into the business world, where she gained extensive experience in payments across Fortune 500 companies. Her varied roles in operations, strategy, migration, and offshoring have equipped her with a unique skill set, which she now applies at TouchBistro. Andrea emphasizes the importance of taking on different challenges and gaining experience across multiple functions, which has been instrumental in her success at smaller organizations like TouchBistro.<\/span><\/p>\n<p>&nbsp;<\/p>\n<h2><span style=\"font-weight: 400;\">Defining the Role of a Strategy Officer in Payments<\/span><\/h2>\n<p><span style=\"font-weight: 400;\">Andrea&#8217;s role as Chief Payments and Strategy Officer at TouchBistro is multifaceted, allowing her to challenge the business and drive strategic initiatives. At TouchBistro, this role involves optimizing revenue streams, particularly in payments, while ensuring that the company&#8217;s strategic objectives are clearly defined, prioritized, and executed. For Andrea, staying focused on key initiatives and avoiding the distractions from too many simultaneous projects is essential.<\/span><\/p>\n<p><img decoding=\"async\" class=\"alignnone size-full wp-image-685 lazyload\" data-src=\"https:\/\/embeddedblog.wpengine.com\/wp-content\/uploads\/2024\/09\/4-2.png\" alt=\"andrea kando payment workflows quote\" width=\"1200\" height=\"1200\" data-srcset=\"https:\/\/embeddedblog.wpengine.com\/wp-content\/uploads\/2024\/09\/4-2.png 1200w, https:\/\/embeddedblog.wpengine.com\/wp-content\/uploads\/2024\/09\/4-2-300x300.png 300w, https:\/\/embeddedblog.wpengine.com\/wp-content\/uploads\/2024\/09\/4-2-630x630.png 630w, https:\/\/embeddedblog.wpengine.com\/wp-content\/uploads\/2024\/09\/4-2-150x150.png 150w, https:\/\/embeddedblog.wpengine.com\/wp-content\/uploads\/2024\/09\/4-2-768x768.png 768w\" data-sizes=\"(max-width: 1200px) 100vw, 1200px\" src=\"data:image\/svg+xml;base64,PHN2ZyB3aWR0aD0iMSIgaGVpZ2h0PSIxIiB4bWxucz0iaHR0cDovL3d3dy53My5vcmcvMjAwMC9zdmciPjwvc3ZnPg==\" style=\"--smush-placeholder-width: 1200px; --smush-placeholder-aspect-ratio: 1200\/1200;\" \/><\/p>\n<h2><span style=\"font-weight: 400;\">The Role of Independent Software Vendors (ISVs) in Vertical Markets<\/span><\/h2>\n<p><span style=\"font-weight: 400;\">Independent Software Vendors (ISVs) create and sell specialized software solutions tailored to various industries, such as healthcare, government, and restaurants. At TouchBistro, an ISV focused on the restaurant industry, the goal is to provide a comprehensive solution that addresses the specific needs of restaurant operators. This solution includes everything from front-of-house operations like reservations and payments to back-of-house functions like inventory management and payroll.<\/span><\/p>\n<p>&nbsp;<\/p>\n<h2><span style=\"font-weight: 400;\">TouchBistro&#8217;s Unique Position in the Market<\/span><\/h2>\n<p><span style=\"font-weight: 400;\">TouchBistro was the first mobile restaurant point-of-sale system on the market, and its evolution has been driven by a deep understanding of restaurant operators&#8217; needs. The platform offers a fully integrated restaurant management system combining front-of-house, back-of-house, and diner engagement capabilities into a cohesive solution. This all-in-one approach sets TouchBistro apart in a crowded market, providing restaurant owners with the tools to manage everything from table orders to customer loyalty programs.<\/span><\/p>\n<p>&nbsp;<\/p>\n<h2><span style=\"font-weight: 400;\">The Importance of Mobile in Restaurant POS Systems<\/span><\/h2>\n<p><span style=\"font-weight: 400;\">Mobile technology plays a critical role in modern restaurant POS systems. Mobile devices allow restaurant staff to take orders directly at the table, speeding up the process and improving accuracy. Mobile technology is critical in high-traffic environments where efficiency is vital. Additionally, TouchBistro&#8217;s mobile solution is designed to be user-friendly, enabling quick staff training and minimizing downtime, which is crucial in an industry known for its high employee turnover.<\/span><\/p>\n<p>&nbsp;<\/p>\n<h2><span style=\"font-weight: 400;\">Key Trends in the Restaurant Industry<\/span><\/h2>\n<p><span style=\"font-weight: 400;\">TouchBistro&#8217;s research on current restaurant industry trends emphasizes the importance of online presence and loyalty programs. According to their findings, most diners begin their restaurant journey online, with 85% looking up menus before visiting a venue. Loyalty programs have also become increasingly popular, with nearly half of registered loyalty members dining out weekly or more. These trends highlight the growing need for restaurants to engage with customers digitally and build lasting relationships through personalized experiences.<\/span><\/p>\n<p>&nbsp;<\/p>\n<h3>Key Trends in Restaurant POS Systems:<\/h3>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b>Online Presence:<\/b><span style=\"font-weight: 400;\"> 85% of diners research menus online before visiting.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b>Loyalty Programs:<\/b><span style=\"font-weight: 400;\"> 47% of loyalty members dine out weekly or more.<\/span><\/li>\n<\/ul>\n<p><b>Mobile Ordering:<\/b><span style=\"font-weight: 400;\"> An increasing shift towards mobile-based ordering and payments.<\/span><\/p>\n<p><img decoding=\"async\" class=\"alignnone size-full wp-image-686 lazyload\" data-src=\"https:\/\/embeddedblog.wpengine.com\/wp-content\/uploads\/2024\/09\/3-3.png\" alt=\"47% of registered loyalty program members dine out weekly or more. That is the type of customer our restauranteurs really want to capture.\u201d Andrea Kando, Chief Payments and Strategy Officer, TouchBistro\" width=\"1200\" height=\"1200\" data-srcset=\"https:\/\/embeddedblog.wpengine.com\/wp-content\/uploads\/2024\/09\/3-3.png 1200w, https:\/\/embeddedblog.wpengine.com\/wp-content\/uploads\/2024\/09\/3-3-300x300.png 300w, https:\/\/embeddedblog.wpengine.com\/wp-content\/uploads\/2024\/09\/3-3-630x630.png 630w, https:\/\/embeddedblog.wpengine.com\/wp-content\/uploads\/2024\/09\/3-3-150x150.png 150w, https:\/\/embeddedblog.wpengine.com\/wp-content\/uploads\/2024\/09\/3-3-768x768.png 768w\" data-sizes=\"(max-width: 1200px) 100vw, 1200px\" src=\"data:image\/svg+xml;base64,PHN2ZyB3aWR0aD0iMSIgaGVpZ2h0PSIxIiB4bWxucz0iaHR0cDovL3d3dy53My5vcmcvMjAwMC9zdmciPjwvc3ZnPg==\" style=\"--smush-placeholder-width: 1200px; --smush-placeholder-aspect-ratio: 1200\/1200;\" \/><\/p>\n<h2><span style=\"font-weight: 400;\">Balancing Technology and Human Interaction<\/span><\/h2>\n<p><span style=\"font-weight: 400;\">While technology is transforming the restaurant industry, Andrea notes that a balance must be struck between digital solutions and human interaction. Some diners prefer the convenience of QR codes and mobile ordering, while others value the personal touch of a server. TouchBistro&#8217;s approach is to provide flexible tools that allow restaurant owners to customize the dining experience based on their specific customer base.<\/span><\/p>\n<p>&nbsp;<\/p>\n<h2><span style=\"font-weight: 400;\">The Evolution of Payments in Restaurant POS Systems<\/span><\/h2>\n<p><span style=\"font-weight: 400;\">Payments are a fundamental component of any POS system, and Andrea&#8217;s extensive background in payments gives her a unique perspective on how this aspect has evolved. TouchBistro&#8217;s approach to payments is about more than just processing transactions; it&#8217;s about creating a seamless experience that enhances both the restaurant&#8217;s efficiency and the diner&#8217;s satisfaction. Andrea explains that payments should be smooth and almost invisible to the customer, with any friction in the process being a significant dissatisfier.<\/span><\/p>\n<p>&nbsp;<\/p>\n<h3>Evolution of Payments:<\/h3>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b>Seamless Experience:<\/b><span style=\"font-weight: 400;\"> Payments should work effortlessly to enhance customer satisfaction.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b>Customization:<\/b><span style=\"font-weight: 400;\"> Payment workflows must be customized to meet the restaurant&#8217;s specific requirements.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b>Advanced Integrations:<\/b><span style=\"font-weight: 400;\"> Use of technology to integrate payments with other financial services.<\/span><\/li>\n<\/ul>\n<p>&nbsp;<\/p>\n<h2><span style=\"font-weight: 400;\">The Future of Payments and Embedded Finance<\/span><\/h2>\n<p><span style=\"font-weight: 400;\">Andrea is excited about the potential of embedded finance in restaurant POS systems. Embedded finance refers to the integration of financial services, like lending or payments, directly into a software platform. This trend is becoming more accessible to smaller ISVs, enabling them to offer their customers a broader range of services. This could mean faster access to funds, more manageable supplier payments, and a more connected financial ecosystem for restaurants.<\/span><\/p>\n<p>&nbsp;<\/p>\n<h3>Future Trends in Payments:<\/h3>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b>Embedded Finance:<\/b><span style=\"font-weight: 400;\"> Integrating financial services directly into POS systems.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b>Soft POS:<\/b><span style=\"font-weight: 400;\"> Accepting payments without traditional card terminals, increasing flexibility.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b>Fraud Prevention:<\/b><span style=\"font-weight: 400;\"> Implementing advanced security measures to protect transactions.<\/span><\/li>\n<\/ul>\n<p>&nbsp;<\/p>\n<h2><span style=\"font-weight: 400;\">The Role of Security and Fraud Prevention<\/span><\/h2>\n<p><span style=\"font-weight: 400;\">Security and fraud prevention are increasingly crucial as payments become more integrated with software solutions. Adopting a layered approach to security is critical, especially for card-not-present transactions, which are more vulnerable to fraud. By implementing advanced AI and machine learning technologies, ISVs can better protect their customers and ensure a secure payment environment.<\/span><\/p>\n<p>&nbsp;<\/p>\n<h2><span style=\"font-weight: 400;\">Advice for Aspiring Technology Leaders<\/span><\/h2>\n<p><span style=\"font-weight: 400;\">Andrea&#8217;s advice for aspiring technology leaders, particularly those working in ISVs, is focused on small and medium businesses. Her key points include:<\/span><\/p>\n<p>&nbsp;<\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Understanding the customer&#8217;s needs.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Staying informed about industry trends.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Building a solid professional network.<\/span><\/li>\n<\/ul>\n<p><img decoding=\"async\" class=\"alignnone size-full wp-image-687 lazyload\" data-src=\"https:\/\/embeddedblog.wpengine.com\/wp-content\/uploads\/2024\/09\/2-2.png\" alt=\"\u201cMy advice is to know the end user. Stay on top of your industry and network. Go to events, read up, get to know people\u2014really keep your network active.\u201d Andrea Kando, Chief Payments and Strategy Officer, TouchBistro\" width=\"1200\" height=\"1200\" data-srcset=\"https:\/\/embeddedblog.wpengine.com\/wp-content\/uploads\/2024\/09\/2-2.png 1200w, https:\/\/embeddedblog.wpengine.com\/wp-content\/uploads\/2024\/09\/2-2-300x300.png 300w, https:\/\/embeddedblog.wpengine.com\/wp-content\/uploads\/2024\/09\/2-2-630x630.png 630w, https:\/\/embeddedblog.wpengine.com\/wp-content\/uploads\/2024\/09\/2-2-150x150.png 150w, https:\/\/embeddedblog.wpengine.com\/wp-content\/uploads\/2024\/09\/2-2-768x768.png 768w\" data-sizes=\"(max-width: 1200px) 100vw, 1200px\" src=\"data:image\/svg+xml;base64,PHN2ZyB3aWR0aD0iMSIgaGVpZ2h0PSIxIiB4bWxucz0iaHR0cDovL3d3dy53My5vcmcvMjAwMC9zdmciPjwvc3ZnPg==\" style=\"--smush-placeholder-width: 1200px; --smush-placeholder-aspect-ratio: 1200\/1200;\" \/><\/p>\n<p><span style=\"font-weight: 400;\">Andrea also emphasizes the importance of considering the end-to-end experience, even outside of one&#8217;s immediate area of responsibility.<\/span><\/p>\n<p>&nbsp;<\/p>\n<h3>Key Takeaways for Aspiring Leaders:<\/h3>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b>Know Your Customer:<\/b><span style=\"font-weight: 400;\"> Deeply understand your end users&#8217; needs and pain points.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b>Stay Informed:<\/b><span style=\"font-weight: 400;\"> Keep up with industry trends and maintain an active professional network.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b>Think Holistically:<\/b><span style=\"font-weight: 400;\"> Understand the entire customer experience beyond your specific role.<\/span><\/li>\n<\/ul>\n<p>&nbsp;<\/p>\n<h2><span style=\"font-weight: 400;\">The Future of Restaurant POS Systems<\/span><\/h2>\n<p><span style=\"font-weight: 400;\">The podcast provides a comprehensive overview of the evolution of restaurant POS systems, from the early days of mobile ordering to the future of embedded finance and payments. TouchBistro&#8217;s approach to integrating front-of-house, back-of-house, and diner engagement solutions into a single platform reflects the broader industry trend towards all-in-one solutions that enhance operational efficiency and customer experience. As the industry continues to evolve, technology leaders like Andrea will play a crucial role in shaping the future of restaurant management.<\/span><\/p>\n<p>&nbsp;<\/p>\n<p><span style=\"font-weight: 400;\">By focusing on key trends, such as mobile ordering, loyalty programs, and embedded finance, restaurant operators can stay ahead of the curve and deliver the experiences that today&#8217;s diners expect. Andrea&#8217;s advice on understanding customer needs and building strong industry connections will be invaluable for those aspiring to lead in this space.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Listen to <\/span><a href=\"https:\/\/www.smbtechinnovators.com\/episodes\/andrea-kando\"><span style=\"font-weight: 400;\">The evolution of restaurant POS systems with Andrea Kando<\/span><\/a><span style=\"font-weight: 400;\">. Learn more about <\/span><a href=\"https:\/\/www.linkedin.com\/company\/touchbistro\/\"><span style=\"font-weight: 400;\">TouchBistro<\/span><\/a><span style=\"font-weight: 400;\"> and connect with <\/span><a href=\"https:\/\/www.linkedin.com\/in\/andrea-kando\/\"><span style=\"font-weight: 400;\">Andrea on LinkedIn<\/span><\/a><span style=\"font-weight: 400;\">.<\/span><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Andrea Kando, Chief Payments and Strategy Officer for TouchBistro restaurant POS, went from elementary school teacher to payments industry leader&#8230;.<\/p>\n","protected":false},"author":11,"featured_media":684,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[5],"tags":[],"class_list":["post-683","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-embedded-partners"],"acf":{"exclude_from_embedded_resources":false,"popularity":0,"essentiality":0},"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.8 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Restaurant POS Systems Evolution: Insights - Embedded Blog<\/title>\n<meta name=\"description\" content=\"Explore restaurant POS systems insights from TouchBistro&#039;s Andrea Kando. 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