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„Restaurant Partner Hub“
Cooperation inquiry of HD/ Metro
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EXECUTIVE SUMMARY – “RESTAURANT PARTNER HUB”
© 2018 Hospitality Digital GmbH · Confidential
Introduction Metro & Hospitality Digital: who are we? “Restaurant partner hub”: what is our business idea?
Benefits: what is in for your customers and you? Way forward: how do we want to achieve this?
Global solution provider for hospitality, retail and food industry
Operations in 25 countries (Headquarter: Germany; ca. 1000 stores; 25 mio. customers; > 100 k employees)
Innovation unit of Metro to drive & develop digital solutions for hospitality businesses
Established in 2015; 80+ employees; based in Düsseldorf, Germany
A
C
B
D
Pilot testing of MVP: proof the concept / fine-tune the partnership framework based on market feedback / test
and prepare for the full scope Rollout Step 1
Basic idea: Hospitality Digital & Metro grant partners access to restaurant data interface
Easy integration into partner’s products/ environment
Cooperation/ partnership allows large number of attractive transactional use cases (e.g. reservation, ordering, payment, etc.)
Partner is enabled to provide its customers relevant & contextualized offerings
Restaurant Partner Hub
Data monetization potential – match your customer data with “restaurant partner hub” data to provide customers with individualized & situation-specific offerings that are really relevant to them
Access highly fragmented restaurant market – additional services for your customers
Better end-customer experience – predict customer needs and fulfil them by integrating transactional services within your customers’ journey
Rollout on global scale: offer solution/ partnership to large market of a country Step 2
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Part A: Introduction Metro & Hospitality Digital: who are we?
© 2018 Hospitality Digital GmbH · Confidential
WHO ARE WE?
© 2018 Hospitality Digital GmbH · Confidential
Global solution provider for hospitality and trade businesses (food, non-food).
25 mln. Customers. 30 bln. EUR Sales. 763 Stores in 25 countries. 108 000 employees.
Headquarters: Düsseldorf, Germany. www.metroag.de
In Russia (Partner and Country specific): METRO Cash and Carry Russia: 91 Stores in 51 regions, 16 000 employees.
Digital and Innovation Unit of METRO.
Driving innovation and developing digital solutions for hospitality businesses.
Established in 2015. 80+ Employees. Based in Düsseldorf, Germany.
METRO AND HOSPITALITY.DIGITAL SERVE B2B AND B2C CUSTOMERS ON A GLOBAL SCALE
WESTERN EUROPE EASTERN EUROPE
ASIA
Austria
Belgium
France
Germany
Italy
Netherlands
Portugal
Spain
Bulgaria
Croatia
Czech Rep.
Hungary
Kazakhstan
Moldova
Poland
Romania
Russia
Serbia
Slovakia
Turkey
Ukraine
China
India
Japan
Pakistan
Number of customers in Hospitality Segment
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PURPOSE HOSPITALITY.DIGITAL
We translate cutting edge technology into use cases and digital solutions
We act as a global platform that helps connecting stakeholders that enable innovation
FOR THE HOSPITALITY, RETAIL AND FOOD INDUSTRY
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COMPANY STRUCTURE
SOLUTION DEVELOPMENT ensuring digital basics for hospitality
CUSTOMER UNDERSTANDING customer insight driven decision-making
SALES & SUPPORT direct sales and customer support
a springboard to success for early stage and later stage start-ups
creating competitive advantage for hospitality tech and retail tech start-ups
driving the evolution of next generation food systems
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SOLUTION DEVELOPMENT ensuring digital basics for hospitality
We want to help our customers to:
• Connect to their customers • Manage business more efficiently • Optimise operational processes • Improve customer service
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CORE PRODUCTS ensuring digital basics for hospitality
INTERNET PRESENCE Free Gastronomy Website
within a few minutes
RESERVATION TOOL Online table reservations
around the clock
More than 75000 users in 14 markets. And more to come …
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Part B: “Restaurant partner hub”: what is our business idea?
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Need
End customer restaurant search journey
Today Search
Online (e.g. search)
Offline (e.g. visual)
Selection (Reservation)
Restaurant Visit
Tomorrow
Restaurant Partner
Hub:
Comprehensive (e.g. e-menu; market coverage; etc.) At an early stage (ideally before need is identified by customer) Context & situation & Locations specific (e.g. match with customer preferences) Transactional (e.g. reservation; ordering; payment; etc.)
Need-based & individualized & contextualized Restaurant Offerings
Need Search
Online (e.g. search)
Offline (e.g. visual)
Selection (Reservation)
PARTNER HUB “SHORTENS THE JOURNEY” FOR YOUR CUSTOMERS TO THE RIGHT RESTAURANT
Restaurant Visit
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STRATEGIC PARTNERSHIPS WILL COVER ALL TOUCHPOINTS OF THE CUSTOMER WITH RESTAURANT Exemplary partners types/ clusters
Mobile payment providers
Trade fairs Public WIFI
providers Electronic hardware Etc.
Payment
Search engines Dating platforms Social communities Review & rating
platforms Etc.
Social & Search
Route planning Navigation systems Data aggregators Telematics Etc.
Navigation
Bonus program Loyalty Mileage incentives Etc.
Loyalty & mileage
Car manufacturers Car sharing Airlines Car rentals Railway Etc.
Mobility
Hotel & flight booking
Event ticket booking
Corporate travel agencies
Etc.
Booking portals Etc. Business trip
Weekend trip
Normal day at work
Going for entertainment
Going exercising
Going shopping
…
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RESTAURANT HUB OFFERS TO PARTNER A SIMPLE SINGLE LINK TO UNIVERSE OF INDEPENDENT RESTAURANTS
© 2018 Hospitality Digital GmbH · Confidential
Restaurants Restaurant partner hub Partners
Partnership I
Contractual relationship: n:1 Contractual relationship: 1:1
HD Data API
Partnership II
Partnership III
Conceivable cooperation model enables data monetization
Access to > 90.000 restaurants
Exemplary data: • Master data (name, type, opening hours, telephone) • Geo Data (address, GPS coordinates, etc.) • Additional data (reservations, reviews/ ratings, menu,
payment option, amenities, etc.)
Need-based individualized & contextualized restaurant offerings
Significant monetization potential of transactional services (e.g. reservation; ordering; payment; etc.)
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Part C: “Restaurant partner hub”: what is in it for your customer and you as a partner?
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PARTNERSHIP PAVES THE WAY FOR DATA MONETISATION AND SUPERIOR CUSTOMER EXPERIENCE
© 2018 Hospitality Digital GmbH · Confidential
Rationale partner hub
• Access to traffic generation partners (incl. listing on partner platform)
• More & new customers • Additional revenue
Restaurant owner
End customer
• Individualized & contextualized offerings (by combining partner data with HD & Metro data)
Not just need-based Google search • Additional services (e.g. table
reservation as part of hotel booking)
What is in for everybody?
HD & Metro
Partner
• Data monetisation potential • Leverage on restaurants (“We support
your business delivering more customers and make you more successful”)
• Better customer experience (prediction customer needs and fulfilling them)
• Access to highly fragmented restaurant market
• Data monetisation potential
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«RESTAURANT HUB» / SCOPE OF PARTNERSHIP
© 2018 Hospitality Digital GmbH · Confidential
HELP YOUR CUSTOMERS TO SEARCH FOR THE RESTAURANT connect to hub and provide your customers with reliable restaurant information or with “restaurant business card” (as “Google My Business”)
EARN BY PROMOTING RESTAURANTS TO YOUR CUSTOMERS actively promote restaurants to your customers and gain additional revenue for each successful transaction / reservation
PROMOTE YOUR PRODUCTS TO GLOBAL RESTAURANT NETWORK promote your products and services to unique global restaurant database or to the customer group with your specific requirements
GET INSIGHTS ON THE RESTAURANT BUSINESS gain insights and deep customer understanding of restaurant markets, their business, commercial, purchasing and operational patterns
PLACE FOR YOUR GREAT IDEA … …
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INTEGRATING RESTAURANT DATA IN BOOKING PORTALS PROVIDES NUMEROUS TRANSACTIONAL USE CASES
Exemplary use cases : booking portal
Mostly travel-related services
(e.g. car rental, train tickets, insurance, etc.) Tod
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Hotel search: One portal for all customer needs – Restaurant search & reservation as additional service for customer
(e.g. Make/Edit/Cancel your travel itinerary: conveniently : hotel, rental car & restaurant reservation with one fingertip) Booking: Individualization of offer – customer recommendations: “similar guest in your hotel dined in the following restaurant” Bundling – Hotel & Dinner in restaurant at special rate During stay: Search and locate restaurants via your App (e.g. dinner discount at restaurant next door; 2-for-1 offers; etc.) “Manage my bookings” – reserve restaurant via App View menu (incl. prices & daily specials) Select food and order directly (e.g. delivered to your hotel room) Missed hotel breakfast – get recommendation to have breakfast/ brunch at bistro around the corner After stay: Retention – “since you dined in an organic restaurant during your last stay, we recommend an environmental friendly hotel for your trip to
Paris”
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INTEGRATING RESTAURANT DATA IN SEARCH ENGINES, SOCIAL MEDIA AND AGGREGATORS PROVIDES NUMEROUS TRANSACTIONAL USE CASES
Exemplary use cases: search engines, social media, aggregators
Context search on fragmented and mostly
unstructured data about restaurants
Today
• Enhance restaurant search using our 90K+ validated restaurant profiles from 14 countries (ambition 2019: 500K profiles in 22 countries) • Create/Enable/Enhance /Update “Restaurant profile’ (provided by “restaurant hub”) into your search databases / catalogues / business directories • Enable dedicated visibility of “Restaurant Profile” (e.g. as in “Google My Business”, or Business Profile in “Facebook”) • Allow restaurants to create and enrich the content of “Restaurant Profiles” directly from “Restaurant Partner Hub” • Show “Restaurant Profiles” on your geo-applications and integrate them in the geo-search (“pizza restaurant nearby”) • Enable a direct Restaurant Reservation / Booking directly from the “Restaurant Profile” (“book now” button) • Enhance search and detailed filter options for the menu items (e.g. “Pizza Margarita”) based on structured menu data provided by “hub” • Show to your portal visitors regular Menu Prices / Promo Prices / Promotions for the specific menu items in the found restaurants • Integrate “Restaurant profile” into “food ordering” and „food delivery”, give possibility to order food from “restaurant profile” • Publish reviews, photos, videos and comments about the restaurant “on the “restaurant profile”
Possible enhancements and use cases
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INTEGRATING RESTAURANT DATA IN IN-CAR INFOTAINMENT-SYSTEMS PROVIDES NUMEROUS TRANSACTIONAL USE CASES
Exemplary use cases : mobility
• Point of Interest: restaurant addresses & phone number
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• Searching & choosing restaurant (e.g. sort by type of food, opening hours, etc.) • Location-based restaurant offers & discounts • Displaying menu (incl. prices & daily specials) • Select dish and order directly (e.g. via voice- & gesture-control) • Restaurant reservation & automatically inform restaurant about estimated arrival time • Delivery & pick-up (e.g. at the next high-way parking area) • Payment of ordered food & reservation at your finger tip • Rate & review your favourite restaurant • Etc.
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INTEGRATING RESTAURANT DATA IN ROUTE PLANNING, TELEMATICS & NAVIGATION PRODUCTS NUMEROUS TRANSACTIONAL USE CASES
Exemplary use cases : route planning & navigation
Point of Interest: restaurant addresses & phone
number Tod
ay
Searching & choosing restaurant (e.g. sort by type of food, opening hours, etc.)
Location-based restaurant offers & discounts (e.g. Wearables: “Well done for running 10 km! Treat yourself with a healthy smoothie at
the nearest restaurant to recharge your batteries.”)
Displaying menu (incl. prices & daily specials)
Select dish and order directly (e.g. via voice- & gesture-control)
Restaurant reservation & automatically inform restaurant chef about estimated arrival time
Delivery & pick-up (e.g. at the next high-way parking area)
Payment of ordered food & reservation at your finger tip
Rate & review your favorite restaurant
Etc.
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INTEGRATING RESTAURANT DATA IN BONUS- & LOYALTY PROGRAMS PROVIDES NUMEROUS TRANSACTIONAL USE CASES
Exemplary use cases : loyalty programs
Earn & Spend miles/ points for flights, car rental,
grocery shopping, restaurant chains, etc. Tod
ay
Earn miles/ points/ discounts/ etc. for dining at many independent restaurants (not only chains) Collect miles/points on your business trip and spend them at your favourite Italian restaurant for a family dinner Receive restaurant recommendations via your Loyalty App, based on your purchase/point collection history (e.g. since you usually shop for organic groceries you get recommendation for local organic restaurant) Promote Exclusivity : as Frequent Flyer member get guaranteed reservation at spontaneously chosen top-restaurant (which would be normally possible to book only min 2 months in advance) Incentives to explore & discover new restaurants – get drink or dessert for free Location-based – search & reserve currently open restaurants via your loyalty program’s App Bundle offers (flight / hotel / restaurant) Etc.
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ENABLING MOBILE PAYMENTS AND COUPONING IN RESTAURANTS PROVIDES NUMEROUS TRANSACTIONAL USE CASES
Exemplary use cases: payment and couponing
Today
Restaurant visitor perspective: • Provide to restaurant visitor possibility to pay with your payment solution or coupon • Enable different payment options (e.g. prepayment to save time at business lunch, installment, discounts for volume or frequency) • Ease the payment for business lunches and dinners and simplify further accounting and invoice processing (corporate account is charged and
e-invoice sent directly to the company accounting) • Enjoy combination of easy payments with loyalty , discount and online couponing programs Payment solution perspective: • Enable your payment solution in 90K restaurants in 14 countries • Promote your payment solution directly in the 90K restaurant websites in 14 countries • Promote your payment solution on dedicated “restaurant profiles” in social media platforms, search engines , aggregators
Possible enhancements and use cases
© 2018 Hospitality Digital GmbH · Confidential
Standard payment options in the
restaurant (cash, EC, credit cards)
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Part D: Way forward: how do we want to achieve this?
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Global rollout Pilot result (NPS)
Step 1: Pilot
Find out which cooperation/
partnership is mutually beneficial and
works under real-live conditions
Step 2: Rollout on global scale
Offer those solutions/ partnerships to
the large market of a country
Digital cooperation/ partnership
COOPERATION MODELS ARE THOROUGHLY TESTED BEFORE GLOBAL ROLL-OUT HD pilot-testing approach: First pilot, then global Rollout
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60 in Paris
266 in Berlin
83 in Vienna
70 in Milan 50 in
Barcelona
Dedicated customer management
teams recruits local restaurants
Restaurants get sponsored access to
digital solutions in exchange for
Promise to really try them out
Continuous feedback
Access to the data generated by the
tools
NPS driven testing of tools to
determine usefulness of solutions for
the restaurateurs
OVER 500 RESTAURANTS ACROSS EUROPE ARE THE TESTING PLATFORM FOR ALL PARTNERSHIPS Customer insight-driven decision-making
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Back up
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OUR PORTFOLIO
More than
1,000 locations
In 35 countries
With more than
150,000 employees
From
151 nations
METRO GROUP AT A GLANCE
© METRO AG. Corporate presentation. Category: public.
Group sales
€37,140 million
EBIT €1,106 million
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€29.9 billion sales
WHOLESALE
METRO/MAKRO Cash & Carry
© METRO AG. Corporate presentation. Category: public.
€1,114 million EBIT1
759 stores worldwide
108,007 employees2
5.3 million square metres of selling space
Locations in 25 countries
1Before special items. | 2Headcount as of closing date 30 September 2017.
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Let’s keep in touch!
Thank you. @METROACCEL
@HOSPITALITY.digital
@NXFOOD
© 2018 Hospitality Digital GmbH · Confidential