How are you using technology tools like AI to increase efficiencies in your business?

One of the biggest stories of the last several years is the rise of artificial intelligence (AI) and people harnessing its capabilities to optimize their business. As customers, we have seen how restaurants are using technology such as automated phone services and in-store kiosks to place orders. Franchise Update asked several multi-unit restaurant franchisees how they are using technology tools like AI to increase efficiencies in their business.

One of the primary ways restaurants can benefit from using AI is to enhance the customer experience. Automation can increase the speed and accuracy of taking orders, and in some cases, preparing the food. Although it is always a positive to make things more convenient for the customer, several operators emphasized that retaining personalization and standards consistent with the brand should not be overlooked.

Just as importantly, AI has many capabilities to strengthen back-of-the-house operations. It can help operators sift through large amounts of data to better manage inventory and assist in staff scheduling. Any opportunity to maximize efficiency and minimize waste matters in a tight economy. As we all learn more about AI in the coming years, there is little doubt that these and other restaurant operators will continue to implement technology in their business operations.

Last week, Franchise Update Media and the International Franchise Association hosted the Multi-Unit Franchising Conference in Las Vegas. Winners of the annual MVP Awards (Most Valuable Performers) were honored during the event, which included four multi-unit restaurant franchisees. We asked the winners why they believed they were selected as an MVP in a crowded field with a record number of nominations. See their responses in the Franchisee Bytes section below.

Skip Russell

Company: Russell Restaurants
Brands: 5 Newk’s Eatery
Years in Franchising: 31

We are leaning heavily into the technology that the franchisor provides to streamline our backend. We’re using data-driven tools for labor scheduling and inventory management to ensure we’re staffed correctly for peak rushes while also minimizing waste. These data structures help us move away from guesswork and toward keeping our margins healthy in a tough economy. On the front end, our mobile app and self-service kiosks use smart suggestions based on past orders to help guests discover their new favorites, which increases our average check size.

Todd Rogers

Company: Viking Group Inc.
Brands: 17 Donatos Pizza
Years in Franchising: 31

Donatos Pizza has implemented Revmo AI to assist with over-the-phone order taking across our restaurants. The system improves order accuracy, creates a quieter restaurant environment, and prevents staff from being interrupted from their tasks to answer the phone. This allows our teams to stay focused on food preparation and customer service, which ultimately improves product quality and efficiency. It also captures every phone order to make sure we’re not missing any orders and can handle large call volumes at once. We also still provide customers with the option to speak with a live associate if they prefer not to interact with AI.

Jim D'Aquila

Company: Virentes Hospitality Group
Brands: 5 Shipley Donuts, 3 Saigon Hustle, 1 Sweet Paris
Years in Franchising: 17

For Shipley Donuts, the brand started to leverage emerging AI technology to make online ordering faster, smarter, and more personalized without sacrificing the warm, human feel that defines the brand. The system is designed to continuously learn from guest behavior. It analyzes all completed orders to surface the most popular donut flavors and menu items, refining its suggestions over time to reflect real guest preferences. The result is a dramatically faster ordering experience. Large group orders that once took 10 minutes to configure can now be completed in as little as 10 seconds. The assistant is accessible directly on the homepage and through various points throughout the site after a guest selects their preferred location.

Across brands in our portfolio, we also built out a full ERP platform unifying finance, HR, supply chain, and inventory. and six additional technology investments: lease management, insurance management, HR scheduling, a proprietary real estate selection tool, and a construction management platform.

Matt Langdon

Company: SHS Management
Brands: 6 Penn Station East Coast Subs
Years in Franchising: 32

As for AI, I’m currently using it primarily as a note-taking tool. It saves a significant amount of time during important meetings because it allows me to capture key points while still staying focused on the conversation. As I continue to explore its capabilities, I expect to use it more for accessing information and generating reports to support decision-making.

Franchisee Bytes

Why were you selected as a Multi-Unit Franchisee MVP (Most Valuable Performer)?

I believe I was recognized with this award because of my consistent hard work, true passion for what I do, and the humility I embody. My story as an immigrant is the foundation of who I am as an individual and business owner. It can also inspire others like me who are pursuing the American Dream.
-Nadeem Bajwa, Co-founder and CEO, Bajco Group, 270 Papa Johns, American Dream MVP

I am passionate about going above and beyond, but mainly putting others first. My goal is to provide a quality product or service and make someone smile or laugh.
-Shak Patel, Franchise Owner, Breaking Bread, LLC, 6 Potbelly, 1 The Halal Guys, Nobel Cause MVP

Because we have been a supporter of growth within the Papa Johns’ network for several years, and an advocate of helping the brand move forward. We also have a diverse franchise umbrella.
-Wade Oney, President, Bam-Bam Pizza Inc., 96 Papa Johns units, 8 Qdoba units, 8 Starbucks units, Spirit of Franchising MVP

We believe we earned this award because of our ability to successfully grow and operate across multiple brands while maintaining a strong culture, disciplined operations, and a long-term commitment to the brands we represent. Our focus has always been on building great teams, developing leaders, and creating systems that allow each brand to perform at the highest level.
-Ali Lakhany and Emad Lakhany, Chief Executive Officer (Ali) and Chief Development Officer (Emad), CSM Group, 150 Popeyes Louisiana Kitchen, 10 Tim Hortons, 2 Andy’s Frozen Custard, 4 LaPasha Mediterranean Lounge and Grill, Multi-Brand Leadership MVPs