SalesTechStar Interview with Eran Hollander, Chief Product Officer at HungerRush

Eran Hollander, Chief Product Officer at HungerRush comments on the latest technologies in POS systems in this short catch up:

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Hi, Eran. Tell us about yourself and more about your role at HungerRush…

Hi, my name is Eran Hollander and I am the Chief Product Officer for HungerRush, one of the leading restaurant tech companies in the United States. I oversee the product management, design, and program management office (PMO) teams in the company. My experience consists of almost 20 years in FinTech–working on exciting solutions such as mobile POS systems, mobile wallets, loyalty and couponing, prepaid, gift cards, and more. Having been a psychologist in my previous career, I have a passion for understanding and creating solutions that answer an end user’s needs.

How has the POS platform evolved over the years?

Point-of-sale (POS) systems have drastically improved since the early days of mechanical cash registers that only recorded sales. Today’s POS systems are feature-rich, offering functionalities beyond order placement and transaction processing.

They help streamline almost every aspect of a restaurant’s life cycle–from daily operations to annual planning. We should probably stop calling them POS systems and start referring to them as technology platforms [for the restaurant industry].

Some of today’s platforms, whether in the cloud or on-premise, provide performance analytics, delivery tracking, loyalty and coupon management, automated marketing, customer order history, call handling, and more.

How are modern POS solutions transforming the food and beverage industry?

Modern POS systems are revolutionizing the food and beverage (F&B) industry with automation and intelligence. It’s almost expected these days that POS systems will automate once-manual processes and improve the operational efficiency of a restaurant overall. While restaurateurs are struggling to wear almost every hat of the business (cook, waiter, marketing, finance…), today’s solutions take over some of these tasks, allowing the owner to concentrate on their passion for making great food and providing great service to their clientele.

Some examples include fully automated marketing to drive repeat business, artificial intelligence (AI) to handle phone orders, kiosks for self-service ordering, integrations to third-party ordering channels for extra revenue, and much more. All of this translates to happier customers, smoother operations, and a competitive edge for restaurants. The future for restaurant tech is getting brighter and brighter as it continues to push the boundaries.

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Can you throw light on some of the most innovative POS solutions that are making waves today?

The world of POS and restaurant tech is filled with innovation. Here are some cutting-edge trends making a massive impact on the industry:

• Contactless Payments: The pandemic created a surge in contactless payments, and POS systems are continuing to embrace them. From mobile wallets to tap-and-pay cards, QR codes, and saving cards on file for frictionless conversion, these solutions offer a quick and secure checkout experience.
• Self-service solutions: Self-service kiosks and mobile ordering apps are increasingly popular options, reducing wait times and giving customers more control over their experience.
• Phone handling services: Even old-school ordering methods for those hesitant to embrace self-service are making huge advances. Phone systems can recall order history based on the caller ID, and AI bots can now handle most call-in orders, speeding up the process for the customer and reducing labor costs for the merchant.
  • More than POS: A truly innovative solution understands that, while being at the heart of it, a POS is only a part of the solution. To truly respond to restaurateurs’ needs, an innovative solution needs to support omnichannel capabilities, which include:
    • Input of requests (e.g., order placement through phone, web, mobile)
    • Management of requests (e.g., intelligent execution of orders, labor management, etc.)
    • Output of requests (e.g., delivery management – in-house and third- parties)
    • Feedback loops for future improvements (e.g., reviews, surveys)

How will AI impact this segment further?

In the F&B segment, AI-powered and machine-learning personalization continues to foster customer loyalty and boost sales. We train AI to analyze customer data and ordering habits to suggest personalized recommendations and promotions at checkout.

Some POS systems are using AI to completely automate the phone ordering process–freeing up employees to focus on what they do best. Finally, predictive inventory and labor scheduling will play an important role in minimizing labor and material costs for the restaurateur.

A few thoughts on the future of POS solutions?

Tech will continue to make automation advancements that give customers a better restaurant experience and help restaurant owners tackle challenges they face like labor shortages and rising prices. I can see the following areas continuing to evolve:

• Self-service kiosks and digital ordering: Imagine kiosks with AI-powered recommendations, personalized menus based on past orders, and even facial recognition for loyalty program integration.
• Automated kitchens and staff optimization: POS systems can connect with kitchen automation tools, streamlining order fulfillment and reducing reliance on large staff teams.
• Seamless coexistence with other players: As third-party online ordering options abound, along with outsourced delivery solutions, restaurant technology platforms will need to seamlessly integrate with these solutions. It’s also important that they allow the restaurant to retain control over the overall customer experience as much as possible.
• Data-driven decision making: POS data will become even more crucial. Imagine real-time insights into popular dishes, peak ordering times, and customer preferences, allowing restaurants to optimize menus, staffing, and promotions.
• Voice-activated ordering: This futuristic concept could be integrated with the platform at the point of sale. Customers could use voice commands to order food and drinks, further enhancing the self-service experience.

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