Customer experience with Bump KDS (Kitchen Display System) and Square

Having the right Kitchen Display System (KDS) workflow has a dramatic impact on customer experience in hospitality spaces. This post shares Newline’s findings on the role of KDS in self-checkout customer experience.

With Bump KDS, customers place their orders on branded self-checkout kiosks and process their payments with Square. Behind the scenes, the kiosks streamline kitchen operations through a customized kitchen display and ticketing process that is easy to navigate and effective for cutting down wait time. With live updates on food orders — which can be edited in real time — and the assistance of an expediter overseeing counter service, employees can more efficiently focus their energy on providing customers with high quality food and great service.

Orders appear in Bump KDS where expediters track how long orders have been in progress, pull up any order or customer details, and can mark orders as complete.

Businesses can send customers a branded text message when their order is ready from the KDS, which is a further opportunity for branding and customer experience.

Both the branded self-checkout software and the KDS that supports it can be customized to meet a business’s needs. For example, a business may hire Newline’s in-house software team to build custom time-based or item-based KDS routing, or to build custom third party integrations.

Nick Bauer from Great Performances Hospitality Group, shared “Bump KDS helps us streamline the kitchen in our food hall and hospitality venues because now we have live up to date requests about food orders that customers are allowed to edit themselves. So it’s a more personalized experience from the ordering process through the food production process.”

Bump KDS decreases the customer wait time by tracking order processing times. Bauer shared, “It is critical for our customer experience that the Bump KDS alerts us on how long orders are taking. If we just had paper orders we wouldn’t be so effective at triaging. The KDS lets our expediter prioritize accordingly to ensure customer satisfaction.”

Bump KDS also enhances customer experience by preventing the possibility that orders are lost or forgotten with paper tickets. A KDS that is compatible with self-checkout further reduces errors by giving consumers control over placing their orders. This is important because one consumer report found that 62% of consumer complaints stemmed from incorrect orders.

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