Viva Chicken had gotten feedback from its guests and cashiers — they wanted the brand to offer in-store payment experiences that would meet today’s guests expectations. So, when it came time to renew the brand’s payment processor, the team exclusively looked at options that offered multiple forms of payments, like digital wallets. Viva Chicken also wanted to learn more about the ordering and behavioral habits of guests, especially those who were not enrolled in the loyalty program, and knew there was an opportunity to do so by leveraging a more modern payment solution.
Viva Chicken already had a trusted relationship with Olo for online ordering, and was familiar with Olo’s commitment to comprehensive guest service. Olo Pay would allow the brand to use digital wallets and make transactions easier and more secure.
Furthermore, Olo Pay provided an opportunity for Viva Chicken to learn more about its guests. Previously online and in-person orders could only be connected to the same guest if that guest was a loyalty member. With Olo Pay, they could capture in-store interactions that happen outside of their loyalty program.
After a brief comparison, Viva Chicken decided to roll out Olo Pay for in-store and online purchases.
The onboarding process to set up their payment terminals only took three weeks to complete at all 15 locations, even with the rollout occurring over Memorial Day weekend. Olo and the stores worked together to get all payment terminals set up efficiently and quickly.
The new ability to pay with digital wallets on sleek, modern payment terminals was popular with both cashiers and guests, as it made for more streamlined transactions than digging out a card and inserting it.
As a growing brand with a small marketing team, Viva Chicken can use insights gained from in-store interactions to understand how previous decisions have impacted guest behavior while enabling them to make more informed decisions in the future. For example, they can easily see the results of a marketing campaign, and determine who to target with social media ads when opening a new restaurant.
