#Japan #Oita #Chumon-kun #Hanadori #ChooseMonster

Introduction

In an era where efficiency is vital for businesses, Hanadori, a takeout restaurant specializing in yakitori and fried chicken, has successfully transformed its operations by implementing 'Chumon-kun,' a mobile ordering system provided by Choose Monster. This case study explores the challenges faced, the solution provided, and the remarkable outcomes achieved by the implementation of this digital solution.

Background of Hanadori

Hanadori operates in Oita City, Japan, and was heavily reliant on phone orders for takeout. On busy days, they received over 40 calls for pre-orders, which not only strained their staff but also complicated their workflow. The constant phone ringing disrupted cooking and customer service, increasing the risk of errors and ultimately leading to customer dissatisfaction. This situation highlighted the urgent need for a digital ordering system to streamline operations while enhancing customer experience.

Challenges Faced

Before adopting the mobile ordering system, Hanadori encountered a range of issues:

• - High Volume of Phone Calls: Staff were often overwhelmed by the volume of phone orders, leading to stress and errors.
• - Order Miscommunication: Misunderstandings from phone orders resulted in significant order mistakes, affecting customer trust.
• - Limited Staff Capacity: The need to handle phone orders left little time for engaging with walk-in customers, negatively impacting service quality.
• - Opportunity Loss: Customers who visited the restaurant in person often faced long waiting times or were unable to receive their orders on time, leading to frustration and lost sales opportunities.

Recognizing these challenges, Hanadori's management knew that a solution must facilitate efficiency without compromising customer satisfaction.

The Solution: Chumon-kun

After a thorough evaluation of over ten mobile ordering systems, Hanadori chose 'Chumon-kun,' developed by Choose Monster. The decision was primarily based on the willingness of 'Chumon-kun' to adapt to their needs, particularly the requirement to limit orders based on peak times. Unlike other services that could not accommodate this request, 'Chumon-kun' engaged with Hanadori's team to develop a custom order-limiting feature that fit their operational needs.

Implementation Process

Collaboration between Hanadori and Choose Monster was crucial. Their engagement led to the development of a robust system that allowed for the integration of mobile orders with their existing operations. The flexibility and understanding of 'Chumon-kun' provided the perfect match for Hanadori’s requirements. As a result, staff could focus more on cooking and serving, significantly reducing the mental and time burdens they faced previously.

Outcomes of Implementation

Since implementing 'Chumon-kun,' Hanadori has experienced a turnaround in its operational dynamics:

• - Reduction in Phone Orders: The number of phone orders decreased dramatically by approximately 80%, from 40 to just 10 calls per day.
• - Fewer Order Errors: This shift minimized misunderstandings, allowing the staff to concentrate on food preparation and customer interaction.
• - Improved Staffing Efficiency: The team size on busy weekends was reduced from three to two without sacrificing service quality, enhancing labor cost efficiency.
• - Increased Customer Engagement: Friends of their LINE official account surged from 800 to 2400, thanks to the accessibility of the mobile ordering feature.
• - Enhanced Promotions and Customer Relations: The system allowed faster communication of new products and personalized service based on customer order history, significantly enriching the customer experience.

Feedback from Management

井村友哉, representative of Hanadori, expressed his gratitude towards Choose Monster: “Handling phone orders on busy days was truly a challenge. Since we adopted 'Chumon-kun', order errors have decreased, transforming the atmosphere in the restaurant. I deeply appreciate how they didn’t simply say 'we can’t' but instead worked on solutions to meet our needs.”

Future Initiatives

As Hanadori moves forward nearly nine months post-implementation, 'Chumon-kun' continues to be more than just an ordering tool; it’s integral to creating a positive work environment for staff while bolstering promotional efforts and nurturing customer relations. With their current friend count of less than 10% of their target population of approximately 30,000, Hanadori plans to expand their reach through various communication channels, including social media and printed materials, reinforcing this innovative ordering method’s advantages.

About Chumon-kun

Developed by Choose Monster, 'Chumon-kun' leverages LINE mini-app functionalities, centralizing ordering, payment, and customer relationship management. It is more than a mere ordering tool—it is a digital transformation infrastructure that aims to elevate both sales and customer satisfaction over time. By focusing on creating a thriving environment for restaurant staff and ensuring an exceptional customer experience, Choose Monster continues to innovate within the food and beverage sector.

For more information, visit Choose Monster.