Travel & Hospitality
Foodback is a Norwegian start-up whose flagship product is an innovative service industry application. It encourages restaurant patrons to give feedback on multiple aspects of their dining experience while allowing them to easily manage their bill payments. The feedback creates highly valuable insights for restaurant managers, chefs, and chain management. Foodback’s founders engaged experts in the restaurant industry to develop a specialized guest feedback solution that is fast and fun for guests, paired with a powerful insight platform for restaurants.
Adopting the Cloud for Live Customer Feedback
Foodback was developed from the idea that fast, discrete diner feedback for restaurants was more relevant to receive and easier for customers to provide.
The company wanted to move to a cloud-first strategy to expand its product’s innovative functionalities. The unique concept aimed to create an application that would gather genuine customer feedback for restaurant management while it’s still fresh, with fast response rates and high engagement.
Foodback knew it would take time to find in-house expertise in Norway, so it looked for an overseas partner to assist with the implementation.
A Scalable and Highly-Available Solution
Foodback decided to build a microservices architecture hosted on AWS (Amazon Web Services), with Xebia providing a full team of developers, a project manager and a business analyst for the project.
The infrastructure would be scalable, highly available, and extensible so that the app could easily process large amounts of live data with guaranteed stability and reliability. The system’s immutable design would protect against the loss of data, so it could be aggregated even if one of the components stopped working.
The entire delivery process was automated which helped to easily deploy, manage and scale the containerized cloud-hosted applications. AWS Lambda was utilized to ensure that Foodback only pays for the resources it uses.
One-Of-A-Kind Management Tool
The project went live within five months and was immediately providing a seamless user experience, demonstrating a ninety-six percent customer response rate. Additional customer functionalities were included such as mobile bill payment, and the app is extremely reliable, being able to easily handle disconnection and network issues.
Restaurant managers have access to live customer feedback, while chains can easily compare the quality of all their restaurants. The intelligent survey engine provides a high-level overview of feedback along with detailed recommendations for each establishment.
The high levels of customer responses and the detailed business intelligence available, both thanks to the AWS integration, have made Foodback a one-of-a-kind customer feedback tool for restaurants.