Hi Thai streamlines operations and reduces staff dependency with Flipdish kiosks

About Hi Thai

Hi Thai has been serving authentic Thai cuisine in the heart of Shoreditch, London, for the past five years. Owner Syed Hussain Raza has built a loyal customer base in one of London's most competitive and dynamic food scenes. Known for delivering quality Thai dishes in a fast-casual environment, Hi Thai caters to the diverse Shoreditch community, from local residents to busy professionals looking for quick, delicious meals.

Operating in an area where customers value speed, convenience, and quality, Hi Thai has evolved with changing dining preferences by embracing technology that enhances both the customer experience and operational efficiency.

The Challenge

Operating in the competitive Shoreditch food scene for five years, Hi Thai needed to manage high customer volumes efficiently while keeping operational costs under control. Owner Syed Hussain Raza recognized that many customers preferred a quick, self-service experience rather than traditional counter ordering, especially during busy periods.

The restaurant needed a solution that would streamline the ordering process, reduce reliance on front-of-house staff, and provide customers with a modern, convenient way to place orders, whether dining in or taking away.

The Solution: Flipdish Kiosks and Online Ordering

Hi Thai implemented Flipdish's comprehensive ordering platform, including self-service kiosks and a branded online ordering website. The solution addressed both in-store and digital ordering needs.

Self-Service Kiosks Transform the Customer Experience

"We have a Flipdish kiosk system. So, if you do come in, it's very easy to use. It has all the pictures. You can eat in; you can take away. There's a lot of options," explains Syed.

The visual, intuitive interface made ordering effortless for customers. Menu items are displayed with high-quality images, making selection simple even for first-time visitors. Customers can customize their orders, choose dine-in or takeaway, and complete payment, all without staff assistance.

Meeting Modern Customer Expectations

"There's a lot of customers, they don't want to talk to you. They just want to come. You order, the order gets printed out. We make the food. We serve it. Customer eats. Throw in the bin. Go."

The kiosk perfectly aligned with changing customer preferences. Many diners, particularly in busy urban areas like Shoreditch, prefer quick, contactless ordering. The self-service option gave them exactly that. Speed, convenience, and control over their ordering experience.

Operational Efficiency Gains

The impact on operations was immediate and significant. "You don't need any extra staff who's going to serve the customers and everything. It is very, very efficient and very, very good for takeaways," says Syed.

Orders placed through the kiosk print directly to the kitchen, eliminating the need for staff to manually enter orders or relay them verbally. This reduced labor requirements, minimized order errors, and allowed the team to focus on food preparation and service rather than order-taking.

Driving Direct Orders Through the Website

Beyond the in-store kiosks, Hi Thai leveraged Flipdish's online ordering platform to capture more direct orders and reduce reliance on expensive third-party marketplaces.

"You can go on our website. You can order through Flipdish. The website is really good. Whatever the deals are on Flipdish, you won't find it on our marketplaces. Plus, the website is a lot cheaper."

By offering exclusive deals only available through their Flipdish-powered website, Hi Thai incentivized customers to order direct. This strategy not only saved on marketplace commission fees but also allowed the restaurant to build direct relationships with their customer base.

The Results

Reduced Labor Dependency

The kiosk eliminated the need for dedicated front-of-house staff to take orders, allowing Hi Thai to operate more efficiently with a leaner team focused on food preparation and quality.

Improved Customer Experience

Customers gained a fast, visual, and contactless ordering option that met modern expectations for convenience and speed. The intuitive interface made ordering simple for both regulars and first-time visitors.

Increased Direct Orders

By offering exclusive deals and better value through their Flipdish website compared to third-party marketplaces, Hi Thai successfully drove more customers to order direct, protecting their margins and building customer loyalty.

Operational Streamlining

Orders flow automatically from kiosk to kitchen printer, eliminating manual order entry, reducing errors, and speeding up the entire order-to-fulfillment process.

Cost Savings

Lower commission fees on direct website orders compared to marketplace platforms, combined with reduced labor costs for order-taking, significantly improved the restaurant's bottom line.

Looking Forward

After five years serving the Shoreditch community, Hi Thai continues to adapt to changing customer preferences and operational demands. The Flipdish platform has proven to be a valuable partner in that evolution, providing tools that reduce costs, improve efficiency, and meet modern customer expectations.

For restaurants looking to streamline operations, reduce staff dependency, and capture more direct orders, Hi Thai's experience demonstrates the tangible benefits of investing in self-service technology and a branded online ordering platform.