Background
Harvey’s serves flame-grilled burgers customized with a choice of toppings and sauces, alongside chicken, veggie options and poutine. Its network comprises nearly 300 restaurants. Recipe Unlimited, formerly CARA, operates and franchises a portfolio of more than 1,100 restaurants.
Harvey’s has its own implementation and continuing development within Visionmax’s long-running Recipe engagement. For a brand built around personal choice, the ordering application must carry each guest’s meal configuration through to the restaurant.
Recipe’s in-house teams own the current web and mobile front-end development and branding. Visionmax provides the VECOM application services and APIs that supply the product catalog and e-commerce functions, as well as the application used by call-centre agents.
The Challenge
A customized meal needs more than a product name and a total. Product options, combinations, promotions and restaurant pricing must be represented consistently from selection through fulfillment.
Orders and customer questions arrive through different channels. Agents need access to the same underlying ordering functions to take telephone orders and help resolve customer situations.
The technical integration must continue to serve restaurant operations as menus, specials, coupons and POS systems change.
The Solution
Visionmax’s Enterprise Customer Order Management system connects Harvey’s branded customer channels with the order-processing functions needed by the call centre and restaurants.
Configurable catalog: VECOM supplies the product and meal-configuration services used by the digital front ends, including the choices needed to represent the brand’s menu. Ongoing development supports changes to products, pricing, specials and coupons.
Shared application APIs: Recipe’s developers use VECOM for the technical catalog, e-commerce and ordering components while controlling the design and presentation of the web and mobile experience.
Assisted ordering: The Visionmax call-centre application supports agent-entered orders and customer troubleshooting, with IVR integration connecting telephone interactions to the enterprise ordering workflow.
Restaurant fulfillment: VECOM delivers pickup and delivery orders to the POS for automatic kitchen printing and order lookup. The workflow supports pickup payment and reconciliation of applicable driver-delivered orders.
Loyalty and POS evolution: Scene integration provides balance lookup, earning and redemption toward meals. Continuing integration work supports the restaurant POS environment as Oracle technology and operational requirements evolve.
The Results
Harvey’s personalized ordering experience is supported by a common application foundation across digital and assisted channels. Product selections become restaurant orders through the same enterprise workflow.
Call-centre staff retain an operational application for both sales and customer assistance, while Recipe’s front-end teams can develop the brand experience against VECOM’s services.
Continued support and development keep the platform relevant to changing menus, promotional activity, loyalty requirements and restaurant technology.