Pollo Campero's Tech-Driven Innovations Are Reshaping the QSR Landscape

In the fast-paced world of quick-service restaurants (QSRs), staying ahead of the pack means embracing technology to enhance operations and customer experiences. 1851 Franchise spoke with Fernando Perez, vice president of operations at Pollo Campero, to discuss the pivotal role technology plays within the industry.

"We are a brand that is very technology-driven. We recognize that technology is a big piece of continuous improvement," Perez said.

Pollo Campero, the Central American chicken franchise with over 350 restaurants worldwide, has an innovative approach that encompasses both back-of-house and front-of-house technologies, revolutionizing how the brand operates and engages with customers and setting a new precedent in the world of QSR.

Back of House Tech Maintains Quality and Efficiency

Within the kitchen, efficiency is vital for timely order fulfillment and maintaining quality standards. Pollo Campero employs cutting-edge technology to streamline back-of-house operations and remain a top competitor in the chicken industry.

"We've been implementing a new system of KDS [kitchen display systems]," Perez explained. "For example, if I'm working at the sandwich station, I'm seeing the order in real time; that way I can prepare the order immediately. It's a big investment because we are putting between 10 and 12 screens in each kitchen, but it has a big impact on our coordination and speed of service.”

Perez also noted that the brand is seeking a POS system that provides heavily detailed analytics so the brand can improve efficiency quickly and fine tune even the smallest details.

Front of House Tech Engages Customers and Expedites Service

Engaging customers and providing seamless experiences are top priorities for all QSR establishments. Pollo Campero leverages technology to enhance interactions and expedite service up front, helping the brand outpace its competitors in the crowded fried chicken segment.

For example, Pollo Campero has been working hard to implement technology that improves the ordering experience for customers. Recently, the brand has introduced kiosks.

"There are a lot of customers now that prefer this kind of digital interaction instead of a personal interaction," Perez said.

The kiosks offer convenience and cater to evolving consumer preferences while also speeding up the process so guests can receive their orders as quickly as possible. For consumers who want to be able to simply walk in and grab their food, Pollo Campero offers online ordering through its app. While other brands offer order-ahead options, Pollo Campero has implemented a new system similar to the well-known Amazon lockers in order to remain one step ahead. Guests can simply walk in, approach the pick-up order cabinets and scan the QR code they were given after submitting their order. One of the cabinets will open and their food will be waiting inside.

Additionally, Pollo Campero's transition to digital menu boards has had a huge impact in improving the consumer experience. Not only have the graphics improved, but so have the board’s capabilities to cater towards customer preferences and behaviors. 

“We can adapt our menu boards based on the time of the day,” Perez said. “For lunches during the week, for example, people tend to order certain individual meals, but on the weekends, consumers typically order family meals.” 

While the adaptable digital menu boards make ordering easier for consumers, Pollo Campero isn’t stopping there. The chicken brand is currently working towards integrating AI technology into its drive-thrus and the capability of this technology to offer personalized experiences is pretty impressive.

“We hope to use AI for many reasons and for its many capabilities. In the future, we would like for you to be able to arrive at the Pollo Campero drive-thru and, with face recognition technology or recognition of license plates, our system will be able to acknowledge who you are and what you ordered on your last visit,” Perez said. “So, it might say ‘Hey, Karen. Welcome back. Last time you ordered Campero Nuggets; would like you the same this time?’” 

Technology Is the Future at Pollo Campero

For Pollo Campero, leveraging technology is vital for driving operational efficiency and elevating customer satisfaction — and it’s working. The brand has experienced explosive growth in the U.S. with a rapidly growing loyal customer base. 

While the chicken industry has some fierce competition, Pollo Campero is leading the charge with its firm belief that embracing innovation is key to staying ahead of the curve and delighting customers at every touchpoint. The motivation for continuously updating and implementing new technology is simple: to improve the consumer experience.

"The experience for the customers should continually be getting better, more convenient and more enjoyable," Perez said. “Much of that is made possible through technological advancements.”

To find out more information on costs to buy this franchise, please visit https://1851franchise.com/pollocampero/info.