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Installation and Setup
 
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Updated on 12/22/2017
Direct link to topic in this publication:
iikoDelivery 5.5
Architectural Solutions

iikoCallCenter and iikoDelivery

iiko integrated management system includes iikoCallCenter and iikoDelivery solutions:

  • iikoDelivery – delivery orders management. Recording of delivery orders and customer requirements, creation of invoices and trip tickets for drivers, order execution control and quality of service control.
  • iikoCallCenter – centralized order taking and registration. Storage of customer list with past deliveries data, order history and customer's favorite dishes, order status monitoring, delivery time and quality control, real-time delivery reports, statistics and analytics, selection of the nearest preparation area on the electronic map.

One of the following iikoDelivery solutions can be selected subject to the business processes and needs of your outlet: terminal-based or centralized delivery within one restaurant or a chain with control carried out via iikoChain.

Additional software

To have additional software running, separate licenses are required. Please contact iiko sales department or the iiko partner where you purchased the system.

  • iikoDelivery Widget – a widget for taking orders for delivery using a restaurant's website. This additional module can be used both for individual outlets and restaurant chains with centralized delivery service.
  • iikoDeliveryMan - mobile application for delivery staff (Android based mobile devices). The application can be used both by individual outlets and restaurant chains with centralized delivery service.
  • iikoDeliveryLogistics – logistics module for determining routes for delivery service staff. Configured in a call center.
  • iikoPBX – connection of PBX to the call agent’s work station for taking orders for delivery of meals. Calls to/from customers and delivery staff can be made/answered at both the call center and iikoFront. PBX can be used at the outlet for banquets, reservations and deliveries.

Product licenses

Some iiko solutions used for delivery service, including additional modules, require separate licenses. In order to obtain a license, please contact the iiko Sales Department or the partner you have purchased the system from.

The table below contains a list of products which requires licensing. It gives a short summary thereof, specifies the number of licenses to be purchased, the server they shall be installed to and when they are used.

Licensed product Purpose of the product Number of licenses required Installation location When used
iikoDelivery Terminal-based delivery license. Referred to by iikoFront application to place delivery and customer pickup orders Shall correspond to the number of terminals involved in delivery service. On iikoRMS server at a restaurant When logging in to iikoFront on the Delivery screen.
iikoCallCenter Call Center license. Used in iikoOffice for centrally-managed distribution of deliveries from a call center to outlets. Shall correspond to the number of simultaneously working operators

In case of network configuration (using iikoChain), the license shall be installed on the call center server.

If there is only one iikoRMS used for a restaurant chain, the license shall be installed on the iikoRMS server.

When logging in to iikoOffice on the Delivery screen.
iikoPbx A license for the module of PBX integration into a call center and terminal-based delivery. Used for taking calls in iiko. Shall correspond to the number of operators taking calls. To the same servers where the iikoDelivery and iikoCallCenter licenses have been installed.

At logging in to iikoOffice on the Delivery screen, if a user has an account specified which is used for connecting to PBX.

As well as when logging in to iikoFront, if a terminal has an account configured which is used for connecting to PBX.

iikoRadar A license for the driver location monitoring module. By the number of employees simultaneously monitoring drivers’ location.

In case of network configuration (using iikoChain), the license shall be installed on the call center server.

If there is only one iikoRMS used for a restaurant chain, the license shall be installed on the iikoRMS server.

At logging in to iikoOffice on the Drivers Location screen.
iikoLogistics A license for a module for automatic distribution of orders among drivers One license per group On iikoRMS server at a restaurant At the start-up of the main cash register
iikoDeliveryMan A license for a mobile application for drivers Shall correspond to the number of drivers in the shift

In case of network configuration (using iikoChain), the license shall be installed on the same iikoRMS where a call center has been set up.

In case of single outlet configuration, on the iikoRMS server.

When a driver logs in to the mobile app

iikoSousChef in delivery service

You can connect the functionality of iikoSousChef at the point of delivery. The process of cooking is displayed on the kitchen terminal. Information on the readiness of items is transmitted to delivery orders.

A detailed description of iikoSousChef setup and operation is given in the iikoSousChef Kitchen Screen article.

Loyalty system in delivery service

In iikoCallCenter and iikoDelivery, customers may accumulate bonuses of iikoCard and Plazius loyalty systems and use them to pay orders. For more details on setup and use of the systems, please refer to Plazius for delivery customers and iikoCard for delivery.

Terminal Delivery

In terminal delivery, orders can only be entered from a cash terminal where you get delivery reports. For this, just install iikoRMS, as all the delivery functionality is built in iikoFront.

Centralized delivery within one restaurant

Unlike terminal delivery, centralized delivery orders within one restaurant shall be initially entered in  iikoOffice . If a small restaurant chain carries out its operations by means of one restaurant ( iikoRMS ), and individual restaurants fall under groups within it, a call center can be integrated in this server.


Centralized delivery for the iikoChain network

Centralized delivery can be configured (see Figure 3) for a chain of outlets (restaurants — points of production) which is under control of iikoChain. In this event, dishes can be served at different prices at different outlets. The outlet-specific price list is created under a HQ order (from iikoChain).

A call center shall be configured as one of the chain outlets (iikoRMS) and other chain outlets can serve as points of delivery. A separate server (iikoDelivery Server) shall be created for delivery management.

Warning A call center shall not be combined with an outlet’s  iikoRMS server. This may lead to a malfunctioning of the outlet’s ikoFront  due to a large number of orders,  since a call center receives other outlets’ directories.

A call center operator accepts and forwards orders to the point of production. Working in a centralized delivery system does not prohibit you from entering orders in terminal mode.

Pricing

In the case of centralized delivery within the chain of restaurants with iikoChain implemented, item prices and price list content in all outlets are determined by HQ through orders on changes in the price list.

iikoChain orders for points of delivery

A price list shall be created for each outlet as per an order made in HQ (in iikoChain). These orders can be created through deletion of the previous price list and creation of a new one. For this, Delete previous menu should be ticked in the order. In this event, the outlet's price list will only include items included under this order. The price list will also include items without orders but whose stock list cards have specific places of sale.

iikoChain orders for a call center

One shall create an order covering the entire stock list, items of which are sold at all points of delivery, for the call center. This order shall include only those items which will be sold via delivery service.

This means that when assigning an order to an outlet, prices for some dishes may be recalculated and some items may be excluded from the price list.

Should any items of different outlets be sold at different prices, these items can have average prices assigned in the call center. When a delivery is created in the call center, you can first specify an order items and then select the point of delivery. In this event, an order amount in the call center may change because the selected outlet’s price list is used.

If you first select an outlet and then compile an order, the item prices will correspond to a price list of the selected outlet.