A Volume Challenge

Felons Brewing Co. faced the common challenge of efficiently serving large numbers of customers in a spacious venue - a challenge that created friction in the customer experience.

"Biggest challenges we had prior to me&u coming into Felons was being such a big venue, you know, serving that many people is just very, very difficult logistically. So it would often create bottlenecks. You've got certain pinch points with bars and capacities."

The implementation of me&u provided an elegant solution to this complex problem: "Whereas now we've put the ordering point on everyone's table. And the difference is you can have a thousand people all order at the table. So there's no physical bottleneck with the flow of people anymore, which is really amazing."

A Natural Evolution

For Felons, adopting me&u represents the natural next step in hospitality service, aligning with how customers already interact with technology in other aspects of their lives.

"We've all grown up with phones, smartphones in our pockets so for us it's pretty natural to order things through your phone and I think we've been exposed to that at home and buying things and all the rest. But now that you can do it at a venue and order your lunch or your dinner or your drinks from the table, I think that's really the next natural step for the way we do things."

The simplicity of the platform enhances rather than detracts from the social experience: "It's simple, it's intuitive, it's straightforward, it's reliable, and really it should just be this seamless experience. You know, you come to a venue to be with your friends, be with your family, so being able to order at your table means you don't have to break conversation and walk away from the people that you really came here to spend time with."

Operational Excellence

Beyond improving the customer experience, me&u has revolutionised Felons' operational metrics and capabilities.

"From a business point of view, adding me&u into the venue, we've been able to really forecast and manage wait times a lot more effectively now. For example, we went from an eight minute average wait time down to a three minute average wait time, and we can hand on heart guarantee that now in our venue, which is, you know, from a guest perspective, again, is a fantastic benefit."

This improvement isn't just anecdotal—it's measurable and consistent: "Customer orders, docket gets printed, gives us the exact time that that order was placed. We can hold our team accountable to our drink wait times, but also from a customer perspective, how great is it to be able to order a beer and have it in 20 seconds?"

Increased Ordering and Menu Flexibility

The presence of me&u on every table has had a direct impact on customer ordering behaviour: "Having me&u on every single table in the venue, people are absolutely ordering more."

The platform also offers unprecedented menu control: "Prompt is there now on your table, so you can tailor what you have available to people at any time of the day. So if you only want to have a certain selection of food or drinks in one area or at one time, you can do that. It's completely customisable on our end. So, you know, the power is really up to the venue to decide how they want to utilise it, which is really, really powerful."

Dedicated Service Areas

A key insight from Felons' implementation is the value of creating dedicated service areas for digital orders.

"Having dispense bars that can service all of the drink orders through me&u, it's actually really been the key to unlocking less wait times, faster delivery of drinks, because we can just tailor a team that is focused on this task."

This specialisation has allowed them to set and achieve ambitious service standards:

"We set ourselves a challenge to be able to deliver drinks in three minutes or less at Felons, which we do, and we can confidently say that we do that all the time now."

Visual Appeal

In today's visually oriented consumer culture, me&u's presentation of menu items offers a competitive advantage.

"It's really a menu that comes to life that you can have in your hand that you can order straight from and you can really present your food and beverage offerings in the best possible way. We live in a very visual world and I think people are very much so ingrained in them now of how they want to order and see things and the me&u app really helps us bring that to life."

Partnership Approach

What particularly stands out for Felons is the ongoing support and collaborative relationship with me&u.

"I think the thing that makes me trust me&u is the support that we get from me&u. There's a lot of transparency and good open communication. When we rolled it out, we had a lot of support there as well. We really feel like we work with me&u. It's not just a product we sort of bought and then we got given. It's almost a collaboration that we work daily with."

This relationship has proven robust even at significant scale: "Do tens of thousands of transactions with very, very little issue. And that's pretty incredible when you think about that volume."

A Business Revolution

For Felons, the impact of implementing me&u has been transformative: "me&u for us at Felons has really revolutionised the way that we do business here. It's been a pretty amazing opportunity for us."

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