Using Expeditor Mode on the Station lets you quickly inform customers when their order is ready right from a register. This article explains how to use Expeditor Mode on the Station.
To enable Expeditor Mode, you must first set up Digital receipts and pickup notifications for the Location.
Note: The features outlined in this article are enabled with a subscription to Dual Mode Kiosk, Large Format Kiosk or a Mobile Ordering API. If you are interested in purchasing any of these subscriptions please reach out to Product Support or your Customer Success Manager.
Notes:
- You may also use Expeditor Mode with a Flex.
- You may track order Fulfillment Times with Kitchen Reporting.
Contents:
- Workflow Overview
- Searching for an Order
- Ready for Pickup Notification
- Not Ready Notification
- Send Back to Ready for Pickup
- FAQ
Workflow Overview
In short, by enabling Digital Receipts and Pickup Notifications you can control how customers get notified of complete orders with Expeditor Mode.
When Digital Receipts and Pickup Notifications are enabled for a Location, the Expeditor Mode app is available from the home screen on the Station Duo:
How it works:
1. Customer places an order either with a cashier or on a Kiosk and Clover Sport with the Name and Phone Number.
2. Orders are placed in a queue that can be viewed in Expeditor Mode.
3. When orders are ready an expeditor sends a pickup notification to the customer with information on how to pick up the order from a predetermined location.
Searching for an Order
You can search for orders by typing the order number in the search field.
You can also search by scanning the QR code on the chit of the order.
Ready for Pickup Notification
Once you tap on the order a confirmation message will pop on the screen allowing you to verify the order before you send the pickup notification.
Once you tap Ready For Pickup the customer receives a message similar to the message shown in the example below.
For more examples of text message notifications, click here.
Note: Canadian venues will have contact information in the text message
Not Ready Notification
If you need more time on an order or just need to tell the customer the order is not ready, tap on a completed order and then tap Not Ready for Pickup. This action sends a notification to the guest that the order is not yet ready to pick up.
Once the order has been picked up an expeditor can tap the Order was Picked Up button to move the order to the Picked-Up Order column.
Send Back to Ready for Pickup
If an order is accidentally set as Picked Up it can be returned to the Ready for Pickup column by tapping on the order and tapping Send Back to Ready for Pickup.
FAQ
Q: What type of phone can receive the text message?
A: Any type of phone can receive the text message regardless of the operating system. However, non-smartphones will not be able to open the digital receipt.
Q: Does Clover Sport store Name and Phone number information for purposes other than notifications?
A: Name and Number information is only used for Pick up information. There is also an opt-out option if a customer chooses not to give a name or phone number.
Q: What happens when a customer takes too long to pick up their food?
A: We recommend adding a line in your pickup instructions about picking up your order within a certain time limit and adding some directions. For example "Please pick up your order to the right of the concession stand within the next x minutes."
Q: How long do orders stay in Expeditor mode?
A: Orders stay in the New Orders section until they are notified. Once they are notified they move into the Ready for Pickup column for four hours.
Q: If I put a link into the text message notification to let the guest know that the order is ready, will that turn into a hyperlink so the guest can click through?
A: Yes it will. We recommend using a link shortener. Otherwise, it will distract the guest and they won’t read the pickup instructions, and not get their food.