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In this interview, Thierry Veil, co-founder of Bagelstein, shares his unfiltered feedback on digital technology in franchising and the integration of kiosks into his network.
“I didn't want any terminals.”
When Thierry Veil launched Bagelstein nearly 15 years ago, the concept was based on one central pillar: customer experience.
Homemade, quirky tone, strong branding, human connection.
The idea of installing self-service kiosks? In his opinion, incompatible with the customer experience.
“I created this concept around one thing: the customer experience.” Thierry Veil, co-founder of Bagelstein
Like many restaurant owners, the fear is clear:
- Loss of human contact
- Standardization
- Dehumanization of the point of sale
The turning point: testing rather than assuming
The market is changing fast. Very fast.
Today, a restaurant must be more than just good.
It must:
- Provide a seamless experience
- Maintain an excellent Google rating
- Optimize your operations
- Maximizing your average basket size
Faced with this development, a strategic decision is required: to test.
And the test changes everything.
The real impact of ordering kiosks
Result observed in the network:
- Significant increase in average basketsize
- Streamlining traffic in restaurants
The conclusion is clear: the terminal has not ruined the customer experience at all—quite the contrary.
Thierry Veil admits it himself:
“Who am I to deprive my franchise network of this growth?”
A complete ecosystem: kiosk, cash register, and KDS
The project was not limited to installing a terminal.
The network has deployed a comprehensive ecosystem:
- Control terminals
- Tactile checkout
- KDS (kitchen display system) for kitchen productivity
The goal: to create a coherent system that streamlines the customer journey from order to production.
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You want to equip your franchise ? Call on an Innovorder expert and discover how to streamline the checkout process!
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