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Success Stories

First Watch Case study

First Watch (NASDAQ: FWRG) has deployed Up ‘n go QR code pay at table at all 430+ of its corporate-owned breakfast restaurant locations.

Background

First Watch is a casual breakfast, brunch, and lunch chain with over 500 locations in the US.

Known for its fresh ingredients, made-to-order dishes, and commitment to exceptional service, First Watch has earned a reputation as a leader in the casual dining industry. With a focus on innovation and customer satisfaction, First Watch continues to delight guests with delicious and memorable dining experiences.

Objective: First Watch wanted to enhance their guest experience by allowing guests to pay when they’re ready, split the check fairly, and leverage modern payment wallets including Apple Pay & Google Pay. First Watch also wanted to reduce long lines to pay at their counters.

First Watch’s Up ’n go Performance

  • 6.1
    6.1
    M

    QR Code Payments
    per year

  • $
    277
    277
    M

    Paid annually with
    Up ‘n go

  • 52
    52
    M

    Hours saved
    per year

Objective

First Watch wanted to enhance their guest experience by allowing guests to pay when they’re ready, split the check fairly, and leverage modern payment wallets including Apple Pay & Google Pay. First Watch also wanted to reduce long lines to pay at their counters.

Products

QR code
pay at table

Guest email collection & opt-in

“We’re seeing a great adoption rate. Guests no longer have to wait at the counter to pay, which has also cleared-up congestion at the front of the store by the register, leading to an improved overall experience.”

Dan Jones, COO

Results with Up ‘n go

  1. No more congestion at the front of the restaurant

    Long lines to pay at the register are a thing of the past. First Watch guests can now scan a QR code to pay at the table, saving them time and enhancing their guest experience with more convenience. Up ’n go reduces bottlenecks to pay, enabling First Watch to serve more demand during peak sales hours.

  2. Enhanced customer and employee experience

    Up ’n go improves the experience of both collecting payments for staff and paying for guests, which results in more repeat business. Up ’n go removes frustrations First Watch has heard from guests as it relates to their journey with the First Watch brand.

  3. Acceptance of modern digital wallets

    Guests can now pay with Apple Pay and Google Pay. This makes checkout faster for guests, and is an added convenience if a customer dining in forgets their wallet. Apple Pay payments have lower interchange rates, fewer chargebacks, and keep guests payment information secure.

Partnership expansion

Since the Up ‘n go launch at First Watch, the partnership has expanded.

First Watch franchisee Mac Haik Restaurant group activates Up ‘n go at their 21 franchised First Watch restaurant locations.

First Watch Restaurant Group deploys Up ‘n go guest email address opt-in

Quotes from First Watch

Christopher Tomasso, CEO

“Pay-at-the-table with Up ’n Go streamlines and improves the overall experience for both customers and our team members. Through a simple QR code on our receipts, customers can now seamlessly pay with a few clicks using Apple Pay, Google Pay or credit card, thereby reducing bottlenecks frequently encountered at our busy host stands, particularly during peak weekend hours. From our testing, we determined that congestion at the front, especially when we are on a wait, was significantly reduced, with no negative impact on table turns.

Last week alone, more than 125,000 customers elected to use this new feature. Assuming 30 seconds saved per transaction at the register, we saved over 1,000 customer and employee hours. Pay-at-the-table is yet another initiative, along with back-of-house technology like KDS and front-of-house technology like our waitlist functionality that positions us to serve more demand.”

Rob Conti, SVP of IT

“Up ‘n go’s payment flow is incredibly user-friendly and reliable, thanks to direct integration with our NCR Aloha POS. The benefits for both customers and employees are undeniable.”