Lessons Learned From Sainsbury’s and Tesco: Why Every Business Needs a Reliable Tech Partner?

The grocery shoppers in Britain were in for a frustrating evening on Friday, March 15, 2024. Two retail giants, Tesco and Sainsbury's, faced severe technical difficulties, which prevented people from placing online grocery orders and transacting contactless in the stores.

You can understand the impact on Sainsbury's, which owns 600 grocery shops and 800 convenience locations across the UK. This error also affected its in-store contactless payment system, rendering it unusable throughout the day and affecting its operations and revenue.

Over at Tesco, the outage was less widespread, but it was significant enough to affect their online grocery delivery service. It culminated in a day of confusion for customers across the UK, compounded by the fact that it took place at the start of the weekend.

Ultimately, the problem was fixed. While both outages were unrelated, they highlight the drawbacks of unreliable software in a modern competitive business ecosystem.

Consequences of these Outages

Although the technical glitches at Sainsbury's and Tesco only lasted a day, the domino effects can significantly impact customer perception and brand reputation.

Customer Outrage Amplified by Timing: The unfortunate timing on a busy Friday before the weekend exacerbated customer frustration. Many rely on Fridays to stock up on groceries, and these outages forced last-minute plan changes. Social media became a platform for customer outrage, creating a potential PR nightmare for both companies.

Operational Vulnerabilities Exposed: The outages exposed the operational vulnerabilities of these retail giants. A seemingly minor software issue crashed their ordering systems, while the malfunctioning contactless payments led to long queues and overwhelmed staff.

Reputational Risk in a Competitive Market: The online grocery market is fiercely competitive. Customers expect seamless service with minimal disruptions. When these expectations aren't met, trust is eroded, potentially leading to long-term reputation damage.

Lessons Learned: The Importance of Reliable Tech Partners

The recent disruptions at Tesco and Sainsbury should caution businesses across the globe, especially those in the food industry. Imagine hungry diners facing long waits due to order cancellations or frustrated customers stuck in queues because the cashless payment system isn't working. These scenarios underscore the importance of having reliable tech partners for restaurant businesses.

The biggest challenge for restaurant owners in choosing the right tech partner is the expertise to select the correct one. Running a successful restaurant involves creating delicious dishes, crafting attractive menus, and controlling costs. Keeping up with the complexities of software updates, data security measures, and system maintenance often falls outside the scope of a restaurateur's core skillset.

That is where a competent tech partner like Orderem comes in handy. With Orderem as your technological support, you can concentrate on the culinary aspects of your restaurant and leave the technology headaches to the experts. Let's explore how Orderem, with its technological prowess, can safeguard your restaurant business from similar problems faced by Tesco and Sainsbury.

• Preventing Tech Issues: A competent tech partner like Orderem, with years of experience, will constantly be on the lookout for potential snags. These include security vulnerabilities, software updates that might cause conflicts, and system overload. Orderem will also conduct regular internal checks to identify possible errors, ultimately avoiding or minimizing downtime for your restaurant.
• Offering Solutions: Even with preventive measures, technical glitches are inevitable. A technological partner like Orderem can provide prompt solutions and assist you in troubleshooting errors effectively. Orderem goes beyond fixing problems; they offer ongoing support to ensure your restaurant's systems run smoothly.

Other Benefits of Partnering With Orderem
Sure, preventing downtime is crucial, but Orderem goes far beyond. It offers a comprehensive suite of tools designed to empower your restaurant's success:

• Online Ordering Platform: Orderem boasts a robust online ordering system. Choose from features like reservations, delivery/pickup options, POS integration, self-ordering kiosks, and pantry management to streamline your operations.
• Streamlined Integrations: Orderem allows you to seamlessly integrate with popular third-party payment processors like Clover, Square, and Stripe. You can opt for Clover's user-friendly POS system with lower processing fees and interchange-plus pricing. You can also integrate the Orderem custom app into your existing Square POS system to use convenient in-person payments. 

Merchants can even utilize Postmates as a 3rd party delivery service, assigning delivery orders received through the OrderEm platform to a Postmate driver to fulfill them seamlessly.

• Data-Driven Decisions: Gain valuable insights with Orderem. Collect data on sales trends, customer preferences, and industry benchmarks. Leverage these insights to optimize menus, pricing, promotions, and portion control, maximizing your profits.
• Loyalty Programs Made Easy: Build strong customer relationships effortlessly. Orderem's loyalty management services allow you to target core customers with unique incentives, driving repeat business and fostering brand loyalty.
• Personalized Experiences: Stand out from the crowd! Orderem helps you personalize the customer journey— analyze data to offer special birthday or anniversary deals or recommend dishes based on dietary needs.
• Effortless Customization: The Orderem platform provides tools to change the overall content, menu, and components of food items. You won't be limited to two or three rounds of revisions – customization is ongoing with Orderem. Make changes as often as you want to keep your online presence fresh and engaging. 

Choose from a stunning array of templates and themes to easily build and customize online stores, e-commerce websites, or apps for your brand. Orderem empowers you to create a unique online experience that reflects your restaurant's personality.

• Marketing at Your Fingertips: Boost sales with tried-and-true digital marketing campaigns created using Orderem's suite of marketing tools. Think BOGO offers, coupons, eGift cards, push notifications, and strategic cross-selling to maximize revenue.
• Unified Management Dashboard: Take control from anywhere. Manage orders, payments, and inventory from a single, user-friendly dashboard. Orderem completely controls your online business and seamlessly integrates all sales channels.
• Scalability for Growth: Orderem empowers you to grow with unique strategies. It includes targeted discounts on slow days, faster service during peak hours, menu optimization, and flexible seating arrangements designed to maximize efficiency and revenue.
• Robust Security: Orderem understands the importance of safeguarding customer data as a third-party ordering solution for restaurants. That's why they prioritize cybersecurity. Orderem employs the most advanced security protocols to protect customer data and ensure peace of mind for restaurant owners. 

For example, their website uses industry-standard 128-bit encryption and Secure Socket Layer (SSL) for guaranteed data security. This robust infrastructure ensures you and your customers a safe and secure environment.

• 24/7 Support: At Orderem, prompt technical support staff is always available, ensuring uninterrupted service and preventing frustrated customers. OrderEm's dedicated support team is available 24/7 to troubleshoot and get your service back on track. This ensures you focus on what matters most—delivering delicious food and exceptional service to your customers.

To Conclude

The Tesco and Sainsbury incidents should alert owners of different types of HoReCa businesses. 

By partnering with a reliable tech company like Orderem, restaurants gain access to expertise beyond their day-to-day operations. It allows them to focus on what matters most, creating exceptional food and service delivery while leaving the tech complexities to the professionals.

Embrace the power of a reliable tech partner like Orderem and ensure your restaurant's smooth and successful operation.