(continued from Daily Operation Tips)

(continued from Installation At the Restaurant)

Placing an Order via the Internet

The steps to place an online order can occur in any sequence Example: a customer can go directly to the menu to start ordering and then return to change the “Order Information” later. In addition, the customer can always return to login or create an account at anytime during the process. This functionality invites new and existing customers to simply view the menu at their own discretion. The basic outline of placing an online order is as follows:

1. Adding or accessing customer information
2. Ordering Menu Items
3. Removing Items from An Order
4. Editing Items on a Order
5. Completing an Order
6. Order Confirmation

The following sections outline the steps the restaurant’s customers will use to place an online order.

New Customer / Existing Customer

Customers will go to your restaurant’s web site, and when they choose to order a meal on line will be re-directed to your restaurant’s specific Online Ordering portal. If there are multiple restaurants to choose from, after they select the restaurant of their choice, they will be presented with a page similar to below)

This section outlines the steps to navigate to a web site and enter the customer information necessary for placing an online order.

1. Navigate to the appropriate Restaurant WEB site, and click on their “Order On Line” or “Order Now” button or link.

The below is a sample screen of a customer’s web site

Selecting the Order Online option will lead the customer directly a similar Online Ordering Portal pictured below:

2. Select the TYPE OR ORDER: (Delivery, Carry Out, Dine In) -Restaurant Manager forces the customer to define the order. This is accomplished under the “Your Order Information section of the default web menu page(pictured above).

3. Select WHEN YOU WANT YOUR ORDER: (Immediately, Later Today, Future Date)-You can configure your system to enforce a “web preparation time”. If the customer orders at 1:30 PM, and your restaurant has a “30 minute web-prep time” the message (noted in red print on above image under the “Your Order Information” section) will inform them that the “Order will not be ready for pick-up/delivery until 2:00 PM.”

4. Click on the Policies link at the bottom of the OO Portal to view the restaurants policies. Read over the policies on the page and click "Back" to return to the main OO Portal. Restaurant Manager allow you to custom configure your restaurants various policies relating to Information Privacy, Returns, and Agreement terms.

5. When you are ready, click START ORDERING or RECALL LAST ORDER (if existing customer)

Ordering Menu Items

This section details the steps the customer will use to add menu items to the online order:

1. Click on the group or description of food you wish to order, or select ALL, and use the middle scroll bar to scroll up and down.

2. After selecting the items you wish to order, you may be prompted to enter the quantity, and some special instructions (if applicable). Special instructions are limited to 40 characters.

3. If the item contains “modifiers”, such as a dressing option to go with a salad, you will be prompted to make your selections. 
4. Select the desired modifier(s) and complete ordering the item by clicking on the ADD TO ORDER button.  It’s that easy!

Removing Items from An Order

Click on REMOVE from the virtual guest check to remove it from the order.

Editing Items on an Order

Click on the MODIFY button on the virtual guest check to change items associated with the menu item.

Completing an Order

Use the following steps to finish the ordering process:

1. Click the FINISH & PAY button, and you will be taken to the PAYMENT SCREEN. (Unless you have not met the minimum order amount, if applicable). In addition, if the customer did not login or sign up at the beginning the customer will be prompted to either LOGIN, or SIGN UP HERE! After they have logged in, or created a new account, the customer is taken to the payment screen where the must chose a method of payment.

2. When the Payment screen appears, Select your desired payment, and click NEXT the order. In most circumstances the only choice is MAJOR CREDIT CARD, but some restaurants may opt to allow for “pay-at-the-restaurant/upon delivery” option.

3. Once you click NEXT, a screen similar to below will appear:

4. Click SUBMITonce the order is verified

5. After the customer clicks SUBMIT, the order is sent to your restaurant’s POS system, and it is now treated exactly like any other order in your POS system, except for the fact that there is NO BALANCE DUE assuming they paid with a credit card.

Confirmation

Once the order has been paid for, and accepted by the restaurant, a screen similar to the one below will appear:

At this point you will want to use the browsers print button to print the confirmation page. This step is not required if a printer is not available. In addition, a confirmation email will be sent to the customer account email address:

Placing orders via Call center

Your particular establishment may prefer to take customer order via a centralized call center rather than have the customer place the order themselves. If you have chosen this option you will need the following:

1. Computer with internet access
2. A method to login to the Web UI online ordering portal:

1. Bookmark, etc
2. Desktop short cut, etc
3. Toolbar Link, etc.

3. Operator setup with logon and password credentials

Call Center Procedures

Placing order via a Center is similar to the steps a customer would perform via the web. There are some extra steps which are detailed below:

1. Operator must access the Web UI and Log into system by:

Account Field- enter login name

Password Field- enter employee password

Login- Select  Login button after entering information in Account and Password fields

Note: Login needs to be performed only once at beginning of shift.

2. Once logged in the Operator will see the screen below. This will be the default screen for the remaining time they are logged into the Web UI page. When a customer calls, the operator will type in the phone number in the available field and then select the Next button.

3. The next screen will vary depending if the customer is already in the database.

1. If the caller is already in the database the next screen will be the common URL or web page where a list of each location will be accessible. The Operator should select the location specified by the customer:

2. If this is the customer’s first call (not in database) the operator will be presented a prompt asking if they want to add the new customer: select the “OK” button.

1. The Operator will be present with a customer registration field where they must enter information in the data fields. Press the Next button when all necessary filed have been entered.

Note: It is highly recommended that the Operator enters a password on behalf of the customer. Failure to so this may have undesirable results for future orders placed directly by the customer. Please see the section on Passwords and Call Center for issue resolution.

2. The next screen will be the common URL or webpage where a list of each location will be accessible. The Operator should select the location specified by the customer.

4. The remaining order entry procedures will be the same as if the customer placed the order themselves. These step are outlined in the section: Placing an Order via the Internet

PASSWORDS and CALL CENTER

When a customer is registered via call center, he is not allowed to register again (direct OO) using the same phone number. This problem happens only when the call center agent DID NOT enter a password. 

If this is so, the customer needs to call the call center and ask the agent to edit his info -- the agent needs to enter email address and a bogus password (i.e., 12345). To protect his account, the customer should then log in and edit his info ASAP to change the password given by the agent. If during customer registration, the agent DID enter a password (although this is not req.)

The customer can log in directly to OO by:

• in the email address field, enter phone number (follow phone number format)
• in the password field, enter the password given by the agent

In this case, the customer may opt to put in his email address and edit his password (for security purposes) and use the email to log in for his future online orders.

Order Errors

If customers place an order, and it does not go thru to the POS, the customer will receive and error message similar to the one below:

If your system is programmed as such, the ADMINISTRATOR on record with online ordering will also receive an “ORDER DUMP” failure notification, as seen below:

It’s important to note that if the ADMINISTRATOR gets an email that reads “ORDER DUMP”, the order did not go through the POS. However, in most cases you will have all the information available for contacting the customer to:

• Inform them that their order did not go through,
• You have an email copy of the order, and
• Would they like you to fill the order for them?

(continued in Payments)

(continued in ASI s OO Host setup)