Restaurant digitalization: 5 preconceived ideas under the microscope
August 11, 2025
"I don't want to become a soulless resto."
Maybe you've already thought it. Or heard it. And it always comes up when we talk about digitalization in the foodservice industry.
Behind this phrase lies a very real fear: lose what lies at the heart of your business (the atmosphere, the contact, the human link) by adopting cold, disconnected tools.
But to put the debate in these terms is to miss the real point: "how to digitize intelligently, so that it serves your way of working without distorting what you've built".
Because the problem isn't digital per se.
It's an ill-integrated digital approach with no business logic, which makes things heavier rather than simpler. One that wastes time, creates friction and erases experience rather than enhancing it.
Well thought out, it's just the opposite:
✔ you save time on operational issues
✔ you understand your customers better
✔ you relieve your teams
✔ and you reinforce what makes your establishment unique
It's not a question of choosing between efficiency and human connection, but of keeping a grip on both.
So, to see things more clearly, we take a look at the 5 common misconceptions that are (wrongly) holding back digitalization in the foodservice industry.
Conventional wisdom #1: Digitization means losing the human link
Many restaurateurs fear that digital technology will sever their relationship with customers.
But what we see in the field is the opposite when the right tools are in place:
➜ One tabletop ordering to avoid unnecessary to-ing and fro-ing.
➜ One reduced speed of payment waiting for the most sensitive moment: the end of the meal.
➜ One digital queuing system makes reception more fluid without frustrating customers.
The human link isn't about taking an order by hand, it's about attention, availability and the quality of the exchange.
Want to find out more? See our resource ➜ The 5 pillars shared by all successful restaurants in 2025
Myth 2: Digitizing means dehumanizing the customer experience
Automation is often confused with dehumanization. But personalization also means knowing your customers, and in this respect, digital technology is better than memory.
An order-taking tool connected to a customer baseis the possibility of knowing that Paul is addicted to your chocolate fondant, or that Claire orders a pizza every Friday lunchtime in Click & Collectwithout fail.
Thanks to this data, you can segment, target and, above all, personalize your actions.
➜ Send a promo on a customer's favorite dish,
➜ relaunch those who haven't ordered in 3 weeks,
➜ or offer a lunchtime-only formula to those who come on weekdays.
This is what transforms a loyalty program into an effective retention tool, not just a stamp card. You no longer offer the same discount to everyone: you reward good customers with an offer that speaks to them.
You tailor your message, your offers and your pace to the people who really frequent your establishment.
Far from dehumanizing, on the contrary, it's a way of making relationships more personal on a large scale, without losing efficiency.
"Automating the loyalty program frees up our time, allowing us to be more present with customers, talking with them and building loyalty face-to-face."Ugo, Co-founder Seven Places
Want to find out more? See our resource ➜ Customer experience in the foodservice industry: innovations that are changing everything (and more to come)
Myth no. 3: Digitizing means breaking the atmosphere of the place
Many restaurateurs fear the "station concourse" effect: terminals everywhere, customers who no longer look up, a room that loses its soul.
A poorly placed, badly designed or thoughtlessly applied tool can indeed create a mismatch. But when well integrated, it becomes invisible to the customer, while making your life easier.
➜ The QR Codes can be integrated on design easels, engraved on tables, printed on placemats or inserted in a paper menu.
➜ Same for control terminals They can even reinforce the image of the venue: placed at the entrance in a dedicated area, with a clear screen, a fluid interface and your visuals on the screen.
The customer doesn't give up on the experience: he lives it at his own pace, without having to raise his hand or wait for someone to come to him.
And on the service side, you stay in control: you control the tone of the messages, the visuals, the stages of the journey. Nothing is left to default.
You can also choose when to offer a digital service (in the dining room, during off-peak hours, for takeaway orders...) and when to remain 100 % human.
You control your identity from beginning to end of the customer journey.
Myth #4: Digitizing is too complicated for my teams
It's a legitimate fear. Between the service to manage, the pressure of gunfire and turnover, no one wants to add another layer of mental workload.
But then again, it all depends on the tools you choose and how you implement them.
➜ A good tool doesn't require hours of training: it must be intuitive, clear and designed for use in the field.
➜ Well-designed solutions install quickly, can be used from day one and grow with you.
➜ And most importantly: they keep your team focused on welcoming and serving you.
The right reflex: involve your teams from the outset. If they understand what the tool is for, and how it can simplify their lives, they'll adopt it without forcing themselves. You don't digitalize against them, but with them.
Want to find out more? See our resource ➜ Digitization in the restaurant industry: what does the future hold for waiters?
Myth no. 5: Digitization is just a fad
Some people see digital as a gadget to be installed "because everyone else is doing it", without really believing in it. And in that case, yes, it's useless.
But when it serves a clear purpose:
✔ save time
✔ sell better
✔ build loyalty
✔ organize the service
So digital becomes a real lever.
Before you invest, ask a simple question: what problem do I want to solve?
➜ Too much waiting in the room or at the counter? A tabletop ordering or a Self ordering kiosk reduces pressure on the team.
➜ Little customer recurrence? A loyalty program can generate +15% in recurring visits (study Bond Brand Loyalty).
➜ Ordering errors? A digital control panel connected to the kitchen reduces forgetfulness and tension.
➜ Need to better anticipate flows? Visit Click & Collect helps smooth out peaks in activity.
Digitizing without a clear objective is pointless.
But digitizing for better work, better service and better management: that's where things start to get interesting.
Digitizing without losing your soul? It can be done
Digital only makes sense if it helps you do your job better, in your own way.
At Obypay, we work with restaurateurs of all profiles, and we know that there's no one-size-fits-all solution.
