Mansion Pub is a restaurant - pub in Pitesti, well-known for over a decade for its great food and drinks, pleasant vibe and excellent service. They entrusted us to develop their online presence and improve their customer experience. Two developers and a project manager were the team that delivered the Mansion Pub mobile application.
Our client had a complex set of needs including
being able to sell online
offer faster service
improve brand image and marketing
reach out to more customers
collect feedback from customers
To address all of these needs, we offered them our Complete Solution for Restaurants & Pubs which covered multiple components, including a mobile application that helps staff process customer requests and feedback.
We developed an e-commerce website for our client, enabling their customers to order and make reservations online.
Next, to help our client manage an increased volume of customer requests, as quickly as possible, we offered to build a mobile app that notifies the owner and the staff of each order and reservation.
Most importantly, we built in a mini CRM system that centralizes all of the information that the customers agree to share.
total order value since their first online purchase
days since their latest transaction
delivery address – which can be viewed in Google Maps
customer type: new, recurrent, loyal
notes regarding the customer
One of the options in the settings menu enables customer identification based on their phone number, as well as the possibility to call a customer directly from the app or to see their address on Google Maps. Another benefit from this feature is the ability to view the type of client that the caller is classified as (new, recurrent, loyal), their last order, historic order value, and the overall number of clients who called.
The mobile application sends real time push notifications to the restaurant owner, manager and employees for every booking and order. This helps them synchronize and easily manage customer requests and jump starts the order preparation resulting in quicker and better service.
On the settings screen, the user has the possibility to activate or disable the push notifications.
We had also enabled our client to gain more insight into customers’ experience and how to improve satisfaction levels: NFC tags and QR codes are used to direct customers to an online survey, making it easier for them to give feedback about both the service, and the food.
Each waiter had a personalized code, so the restaurant owner would be able to see individual ratings and reviews for each of them and evaluate their performance.
To make it easier for our client to make the most out of this feedback, we built a section of the mobile app that’s dedicated to it.
The Feedback tab shows two pie charts of customers’ aggregate feedback for the food and for the service. For each of the two, the diagrams show the percentage of all-time visitors that chose each of the available feedback labels: delighted, satisfied, neutral, unsatisfied. Each restaurant customer can separately evaluate the food and the waiter, and they also have the option to write and submit details about their experience. Each review has a timestamp of when it was submitted. The manager can also view the aggregate results for each waiter, separately, which helps him evaluate his employees’ performance.
The mobile application ties in perfectly with the visual identity of all of the other solution components
A better overview and easier management of all of the information available through the app means that the staff can now process more orders and bookings in a shorter time and with less stress
We were able to improve the process so that even after a call is over, the app’s user can still enter an order or reservation for the customer who was on the phone with them