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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 500+ of its corporate-owned breakfast restaurant locations.

Background

First Watch is a casual breakfast, brunch, and lunch restaurant 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 customers with delicious and memorable dining experiences.

Objective: First Watch wanted to enhance their customer experience by allowing customers 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 end-of-visit bottlenecks to enhance the customer experience and more easily serve demand.

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 customer experience by allowing customers 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 end-of-visit bottlenecks to enhance the customer experience and more easily serve demand.

Products

QR code
pay at table

Customer email collection & opt-in

“Everything we do is through the lens of bettering the in-restaurant experience for both our customers and our teams – and Up ‘n go’s pay-at-the-table technology does exactly that.”

Dan Jones, COO

Results with Up ‘n go

  1. Less congestion at the front of the restaurant

    Long lines to pay at the register are a thing of the past. First Watch customers can now scan a QR code to pay at the table, saving them time and enhancing their customer 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 customers, which helps encourage more repeat business. Up ’n go removes frustrations First Watch has heard from customers as it relates to their journey with the First Watch brand.

  3. Acceptance of modern digital wallets

    Customers can now pay with Apple Pay and Google Pay. This makes checkout faster for customers, and is an added convenience if a customer dining in forgets their wallet. Apple Pay payments have lower interchange rates, fewer chargebacks, and keep customers 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 customer email address opt-in

Quotes from First Watch

Dan Jones, COO

“As customers opt to use this new option, congestion at the front – especially when we are on a wait – is reduced. Tech improvements like this help us serve even more demand without sacrificing any of the things people love about dining – and working – at First Watch.”

Rob Conti, CIO

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