Welcome back to the Restaurant Technology Guys podcast! Today, we’re diving deep into the world of restaurant technology with Aunna Macias, the Manager of Restaurant Technology at Teriyaki Madness (TMAD). As TMAD continues to expand rapidly, growing nearly 20% year over year, Aunna shares valuable insights into how they integrate technology to enhance operations while ensuring franchisee satisfaction.
About Aunna Macias
Aunna Macias has been with Teriyaki Madness for almost five years, managing all aspects of restaurant technology, including POS systems, online ordering, loyalty programs, and third-party integrations. Her extensive experience and commitment to the brand provide her with unique insights into how technology can drive efficiency and growth.
The Challenge of Franchisee Adoption
Aunna emphasizes that with 99% of TMAD locations being franchises, franchisee adoption of new technologies is critical. The brand prioritizes getting franchisee feedback and ensuring they are on board with any new technology or system introduced. She explains, “We won’t move forward with anything without their adoption.”
Aunna’s team collects feedback through surveys and pilot programs to assess the necessity and potential ROI for new technology initiatives. This collaborative approach not only fosters trust but also ensures that solutions are tailored to meet the franchisees’ needs.
Proving the Worth of Technology
In the fast-paced restaurant industry, it’s essential to demonstrate the value of new technologies. Aunna describes how they evaluate potential tech solutions based on several criteria: speed of service, order accuracy, labor efficiency, and guest experience. She states, “If it can’t support us at 200 locations, it can’t support us at 500.”
Integration is key. Aunna insists that any new technology must seamlessly integrate into their existing tech stack to avoid operational chaos. She recalls the days of managing multiple tablets for different delivery platforms, which created a disconnect in operations. Now, TMAD focuses on systems that enhance workflow and improve the overall customer experience.
Navigating New Technology Trends
As a technology leader, Aunna faces the challenge of staying updated with the latest innovations while managing franchisee expectations. She shares, “We receive numerous inquiries about new technologies daily, and it’s essential to filter through these to find solutions that genuinely add value.”
To manage this, TMAD relies heavily on franchisee feedback and pilot programs. This allows them to test new ideas on a smaller scale before rolling them out company-wide. Aunna emphasizes the importance of not just jumping on the latest trends but rather evaluating their practicality and potential impact.
Balancing Flexibility and Control
When it comes to allowing franchisees autonomy, TMAD maintains a balance between corporate control and local flexibility. Aunna explains that franchisees have freedom in areas like local marketing promotions and specific product offerings. This flexibility is crucial for catering to the diverse markets TMAD operates in across the country.
For example, Aunna notes that catering options vary significantly by region. Franchisees can pilot local catering platforms to enhance their service offerings, provided they align with TMAD’s operational standards.
Innovation in Limited Time Offers (LTOs)
Aunna discusses the brand’s approach to Limited Time Offers (LTOs), which are essential for keeping the menu fresh and exciting. With the recent establishment of a dedicated culinary team, TMAD can innovate more effectively based on franchisee and customer feedback.
One recent success was the introduction of double protein bowls, a simple yet effective addition that appeals to health-conscious consumers. Aunna highlights how this LTO was rolled out quickly, thanks to the existing infrastructure and streamlined processes within their POS systems.
Conclusion
Teriyaki Madness exemplifies how a franchise can integrate technology effectively while maintaining strong relationships with franchisees. Aunna Macias’s insights into their operational strategies reveal the importance of collaboration, innovation, and flexibility in driving success in the fast-casual dining space.
For more insights on restaurant technology, watch the full conversation with Aunna Macias and the Restaurant Technology Guys.
