OpenTable Restaurant On‑Boarding

2015 / Strategy & Service Design

Leveraging the opportunity created by the adoption of consumer technology in restaurant operations to rethink the sales, deployment, and on-boarding process for OpenTable restaurant customers

As Opentable drove greater adoption of their iPad-based diner & reservations management system, the elimination of the time and costs – hardware, labor, and attention – associated with the old deployment process (for both parties) significantly improved customer satisfaction at the critical inception of the relationship, and thereby opened up bandwidth to deliver more effective training and capability to restaurant staff.

In addition, the modularization of the deployment process also opened up new opportunities to explore alternate approaches to customer acquisition and relationship management.