Nando’s

Felicity Howden, Assistant Brand Manager, Nando's Australia

Nando’s operates over 250 restaurants across Australia, offering catering to customers both through online and restaurant-direct ordering.

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Felicity Howden, Assistant Brand Manager, Nando’s Australia

Nando’s operates over 250 restaurants across Australia, offering catering to customers both through online and restaurant-direct ordering.

Before using FoodStorm, we had difficulty delivering the customer service we needed and maintaining the results we were after. Our online ordering platform was confusing for customers to use, and this resulted in traffic decline and a reduction in online sales. We used manual administration to process every online catering order, which was extremely cumbersome. As well as this, we did not have the capacity for regular, accurate reporting.

FoodStorm changed this by providing an improved ordering platform for customers; automated order notifications and processing; as well as instant reporting and transparency on results – in individual restaurants and across the whole state or company.

Since adopting the FoodStorm system, Nando’s has seen a year-on-year catering sales growth of more than 35%.

Since adopting the FoodStorm system, Nando’s has seen a year-on-year catering sales growth of more than 35%. Our customer service and satisfaction is also improved, with customers now receiving additional notifications when a restaurant confirms an order. This extra communication provides added peace-of-mind which is always a positive thing when you are the person tasked with ordering catering for a group.

We chose FoodStorm for a number of reasons. FoodStorm specialises in food ordering specifically – as opposed to online ordering in general – which was important to us. Because they own and build their software, this gave us the opportunity to change the system specifically for our company’s needs. Most importantly, the online ordering system through FoodStorm is very easy to navigate and understand. It also has the capacity to incorporate the more complex product components of Nando’s menu, while affording customers the opportunity to customise their order.

The implementation of FoodStorm was seamless. Our Project Manager took the time to gain a thorough understanding of our challenges and opportunities as a company, and offered clear instruction on tasks required by the project team.

The feedback from Nando’s staff was that the entire adoption process was extremely easy, and the ongoing service from FoodStorm continues to be exceptional. Any day-to-day troubleshooting is responded to instantly. In addition, the FoodStorm team have proactively provided new business opportunities and technological enhancements which have greatly improved both sales and service for our team.

FoodStorm has reduced admin time from up to five hours each day, to less than 20 minutes.

The automated order notification and confirmation process has also reduced the time required on administration each day from up to five hours, to less than 20 minutes.

Previously, each new order had to be communicated to a restaurant via phone and email with no clear order confirmation process in place. During peak selling periods, this was extremely difficult and time-consuming to manage. Now, along with email notifications, restaurants also receive an SMS when the order initially arrives, as well as subsequent reminders. Due to the nature of the hospitality business, emails are not always checked regularly so SMS is a valuable feature.

In short, I am very happy so far with FoodStorm. It has been extremely beneficial to Nando’s as a company, and I would happily recommend it to others.