How to set up an online ordering or booking system

Why you need an online ordering or booking system

In today's world, convenience is king. Customers expect to be able to book a table or order a takeaway with just a few clicks. By setting up an online system, you make it incredibly easy for people to become your customers, capturing business you might otherwise miss. It also streamlines your operations, reducing phone calls and freeing up your time during busy periods.

Step 1: Decide exactly what you need

Before you start looking at software, get clear on what you need the system to do. The right choice depends entirely on your business model. Ask yourself:

• What is its main job? Are you primarily taking orders for collection, managing local deliveries, or handling table reservations? Perhaps you need a combination of these.
• How will you receive orders? Do you need orders to print out automatically in the kitchen, or will a notification on a tablet or computer be enough?
• Who will it be used by? Just you, or will your whole team need to access it?

Answering these questions first will stop you from paying for complicated features you'll never use.

Step 2: Explore your options

There are three main types of systems you can choose from. Many providers offer free trials, so don't be afraid to try a couple before you commit.

1. Integrated EPoS (Electronic Point of Sale) Systems: If your till system is the heart of your operation, look for one that has online ordering or booking built-in. Companies like Square, Lightspeed, and Toast offer these all-in-one solutions. The big advantage is that everything works together seamlessly – an online order appears on your till just like an in-person one.
2. Website Plugins or Apps: If you've built your own website on a platform like WordPress, Squarespace, or Wix, you can often add an ordering or booking function directly. For WordPress, this might be a plugin like WooCommerce. For other platforms, look in their app stores for booking or restaurant ordering tools. This can be a very cost-effective option.
3. Standalone Systems: These are dedicated platforms that do one thing really well. For example, GloriaFood (for ordering) or ResDiary (for reservations). You simply add a link or a button to your existing website that takes customers to the system. This is a great, flexible option if you're happy with your current website but just need to add this one piece of functionality.

Step 3: Compare the features and costs

As you look at different providers, compare them on these key points:

• Pricing Model: Do they charge a flat monthly subscription fee, or do they take a percentage commission from every order? A monthly fee is often better value if you expect a high volume of orders, while commission can be better if you're just starting out.
• Ease of Use: Is it simple for you to add menu items and change prices? More importantly, is the customer's journey from browsing to paying quick and painless?
• Key Features: Does it let you set delivery zones and fees? Can you manage prep times to stop getting overwhelmed? Can you easily mark items as 'sold out'?
• Customer Support: What happens if it breaks during a busy Friday night? Check what level of support they offer and when it's available.

Step 4: Set it up and test it thoroughly

Once you've made your choice, it's time to get it ready for customers.

1. Build your menu or availability: Carefully upload all your products, descriptions, prices, and any variations (e.g., pizza toppings). If you're taking bookings, block out the times you are closed. High-quality photos here will make a huge difference to sales.
2. Configure your settings: Set your opening hours, estimated collection times, or delivery radius. Make sure you connect your payment processor so you can get paid.
3. Run test orders: This is the most important step! Before you go live, place a few orders yourself. Go through the entire process as a customer. Check that the order appears correctly on your end and that the payment goes through. It's much better to find any glitches now than when a real customer is waiting.

Top Tip: Once you're live, shout about it! Add a prominent "Order Now" or "Book a Table" button to your website's homepage. Post about it on your social media channels and consider putting a sign up in your window. Make it obvious to your customers that they now have an easy new way to buy from you.