In 2013, Wahaca created its first spin-off – Burrito Mama, a new take on this popular eating experience. Now a second new format, DF / Mexico, is pleasing London diners. Both Burrito Mama and DF / Mexico called for a solution that integrated EPoS and kitchen processes, whilst also allowing customer self-service from dedicated tills and a fully integrated mobile app’ for fast ordering and payment. TISSL’s all-encompassing solution has made this possible.
Under the strapline of ‘Better Burritos, Faster’, Burrito Mama has created a great, fast-casual eating experience, combining the best ingredients responsibly sourced and an obsessive attention to detail.
“New look, new menu, new app”
Whilst Mexican food was already widely available in London, Wahaca felt that Burrito Mama’s super-tasty burritos, prepared carefully but served fast, would be a hit. They were right.
Located just a few steps from St Paul’s Cathedral in the heart of the City, the predominantly-takeaway business is a great success with locals, office workers and tourists.
Gavin Adair of Wahaca explains: “With the Burrito Mama brand, we were moving away from the traditional format of walking down a line repeating your order to five different people involved in making your burrito. With us, you order and pay up front, collect your burrito and go”.
“We wanted to offer clients a choice of how they ordered and paid.”
Burrito Mama’s aim was to run with manned terminals, self-service kiosks and a mobile app from the outset. “All three methods had to be integrated, plus we wanted a smooth interface with our QSR kitchen system. Kitchen integration is critical given our emphasis on speed of service and hot food.”
The team initially selected a supplier but it turned out not to be able to deliver the overall technology vision. Up against launch pressures, as Gavin puts it, “We needed to change tack, fast. We were introduced to TISSL who were very quick to pick up the challenge, very responsive. By then, we’d decided to develop our own mobile app, and TISSL committed to integrate it with their EPoS and with our QSR software to build an all-encompassing solution.”
“TISSL delivered in a very short timeframe, giving us everything we needed.”
Staff find the processes work smoothly. Occasionally, customers ask for help using the self-service kiosks but as navigation is intuitive and common to all methods of ordering and payment, this causes no issues.
As for take-up of the different approaches, approximately one third of customers use the self-service option, more than 10% of customers use the app, and the rest use cashiers.
Wahaca’s second new format is DF/ Mexico – a fast-casual eatery that opened in July 2014 in Shoreditch, offering a counter-ordered menu but with table service.
DF / Mexico has been described as a cross between an American diner and a casual eatery in Mexico City, traditional Mexican flavours and modern American influences.
Highlights include larger tacos such as panko-crumbed MSC cod tacos, burger-style NYC Tortas served with smashed avocado and chilli fries, and DIY Mexican boards such as the Carne Con Chile (a combination of 4-hour slow cooked beef, cheese and cowgirl beans); all washed down with Mexican beers and frozen margaritas.
Given its positive experience with Burrito Mama, Wahaca decided on the same technology solution for DF: TISSL EPoS, QSR for kitchen ticket management, and an order and pay app scheduled to coincide with a second site launching late summer 2015.
Concludes Gavin Adair: “Working with TISSL has given us what we needed. We get good service from TISSL and their technology does what our business model requires. On the back of what they have done for us so far, TISSL have now been selected as DF / Mexico’s preferred EPoS partner going forward.”