How Sips and Barrel increased it's operational efficiency

Client

Sips and Barrel – A trendy after-work bar where customers can relax, sip on their favorite drinks, or conveniently take their orders to go.

Background

Sips and Barrel is a popular after-work bar that caters to professionals looking for a relaxed atmosphere to unwind after a busy day. The bar offers a unique blend of experiences, allowing customers to either enjoy their drinks on-site or take them away. With an increasing number of patrons and the growing demand for quick, personalized service, Sips and Barrel sought to elevate their customer engagement by using mimic to streamline operations and enhance the customer experience.

Challanges

Before the implementation of Mimic, Sips and Barrel faced several operational challenges:

  1. High volume of customer inquiries: during peak hours, leading to slower service response times.
  2. Limited staff availability: to attend to customer queries, resulting in long wait times for drink orders and table reservations.
  3. Lack of an efficient system: for handling takeout orders, creating bottlenecks in the ordering process.
  4. Missed marketing opportunities: to promote new drinks, happy hour specials, and loyalty programs to customers.

Objectives

Sips and Barrel aimed to:

  1. Enhance customer engagement through real-time responses to queries.
  2. Streamline the ordering process for both in-house and takeout customers.
  3. Reduce wait times and improve overall customer satisfaction.
  4. Promote special offers and new products to increase sales and foot traffic.
  5. Increase staff efficiency by automating routine customer interactions.

Enter Mimic

Solution

Mimic was integrated with their website, social media platforms, and in-house ordering system. Mimic was designed to handle various customer interactions, including:

Real-time inquiries: mimic answered frequently asked questions such as drink menus, opening hours, table reservations, and happy hour specials.

Drink recommendations: Based on customer preferences, mimic could suggest drink pairings or popular choices from the menu.

Order processing: Customers could place orders for both on-site consumption and takeout directly through Mimic, which is integrated with the bar’s payment system.

Promotions and loyalty program: Mmimc promoted exclusive offers and loyalty programs, encouraging repeat visits and customer retention.

Key features

Multi-Platform Integration : Mimic was available on the Sips and Barrel website, Facebook Messenger, and WhatsApp, allowing customers to engage from multiple touchpoints.

Personalized Responses: Mimic learned customer preferences over time, offering personalized drink suggestions and recognizing repeat customers.

Takeout and Reservations: Customers could place orders for takeout or reserve tables for group gatherings, significantly reducing wait times during peak hours.

Event Notifications: Mimic informs customers of upcoming events, promotions, and new drink offerings, driving increased foot traffic and sales.

Results

Since Mimic, Sips and Barrel has seen significant improvements in customer satisfaction and operational efficiency:

  1. reduction in response time for customer inquiries, leading to quicker service.
  2. increase in takeout orders, thanks to the streamlined ordering process through Mimic.
  3. Higher customer retention rates due to the promotion of loyalty programs and personalized offers.
  4. Improved staff efficiency, with bartenders and waitstaff focusing more on direct customer service, as routine queries and orders were handled by mimic.
  5. Positive customer feedback, with many patrons praising the convenience of ordering and interacting with mimic

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