Just a few years ago, contactless delivery was a novelty. Today, it’s become an expected part of the restaurant experience, especially for local spots trying to keep up with changing customer habits. But what is contactless delivery, really? At its core, it’s a way to offer a safer, more convenient handoff by removing unnecessary face-to-face interaction.
As more people lean into digital-first dining, local operators are being pushed to adopt contactless delivery systems and rethink how they handle everything from order prep to final drop-off. Whether it’s through contactless food delivery services like DoorDash and Uber Eats or via their own branded contactless delivery platforms, restaurants now have to navigate a growing landscape of software, integrations, and expectations.
In this article, we’ll break down how contactless delivery works, the meaning behind the buzzwords, and the real-world benefits for restaurants of all sizes. We'll also explore the contactless delivery technology behind the scenes, the role of contactless delivery software in day-to-day operations, and what makes a truly effective contactless delivery solution.
The meaning of contactless delivery goes beyond just avoiding handshakes or cash. It refers to a method of fulfilling customer orders where no physical interaction takes place between the delivery personnel and the customer. This shift was accelerated by the pandemic but has since become a long-term expectation, especially in contactless food delivery services where convenience and hygiene matter equally.
The process typically involves:
Online Ordering: Customers place orders through a website or mobile app.
Digital Payment: Payments are completed online to eliminate the need for cash handling.
Drop-Off Protocols: The delivery driver leaves the order at a designated spot, such as a doorstep or lobby, and notifies the customer upon arrival.
This method minimizes person-to-person contact, making it particularly appealing in times of heightened health awareness.
Here are contactless delivery systems more often used by restaurants:
1. Delivery Apps (e.g., DeliverLogic, Uber Eats, Grubhub, Yelp)
Pros:
Easy to implement; no need for in-house delivery infrastructure.
Broad customer base due to app popularity.
Real-time tracking and payment integration.
Cons:
High commission fees (20–30%).
Limited control over customer experience.
Dependence on third-party services.
Best For: Small restaurants without a delivery setup looking to scale quickly.
2. In-House Delivery with Online Ordering
Pros:
Full control over the delivery process.
Lower costs compared to third-party apps.
Enhanced brand loyalty and customer relationship management.
Cons:
Requires investment in technology (e.g., a website or app) and staffing.
Logistical challenges, especially during high demand.
Best For: Established restaurants with steady customer traffic.
3. Smart Lockers for Pickup
Pros:
Minimal staff involvement once lockers are installed.
Fully contactless and convenient for customers.
Suitable for high-volume or fast-casual restaurants.
Cons:
Significant upfront costs for locker systems.
May not work well for perishable or delicate foods.
Best For: Restaurants in urban areas or food courts.
4. Curbside Pickup
Pros:
Low-cost solution requiring minimal infrastructure.
Fast and efficient for local customers.
Highly customizable for individual customer preferences.
Cons:
Requires parking space and staff coordination.
Less scalable for high order volumes.
Best For: Suburban or local restaurants with parking access.
5. Drone or Robot Delivery
Pros:
Cutting-edge technology that attracts attention.
Reduced labor costs in the long term.
Environmentally friendly options available.
Cons:
High upfront investment and regulatory challenges.
Limited range and weather-dependent.
Best For: Tech-savvy, innovative brands in urban environments.
The "best" system depends on your restaurant's size, budget, location, and customer base. For example:
Small/local restaurants: Curbside pickup or in-house delivery might be ideal due to lower costs and greater control.
Urban restaurants: Delivery apps and smart lockers work well for high volumes and convenience.
Innovative brands: Drones or robots can enhance branding but require more resources.
Contactless delivery offers numerous advantages that go beyond customer satisfaction. Let’s explore these benefits in greater detail:
1. Enhanced Safety and Hygiene
Contactless delivery systems are built to minimize exposure, and many platforms now include automated safety prompts for drivers and customers. Contactless food delivery services often offer tamper-proof packaging and no-contact drop-offs as default settings.
2. Operational Streamlining
Integrating a contactless delivery software with your POS can reduce delays, automate ticket printing, and sync order statuses in real time. This leads to faster handoffs and fewer operational errors.
3. Broader Customer Reach
Contactless delivery services remove friction for those who might avoid traditional dining or in-person pickup, opening up new market segments, including elderly customers or people with disabilities.
4. Increased Customer Retention
Modern contactless delivery platforms now include loyalty points, delivery time estimates, and post-order feedback prompts, all of which build ongoing engagement.
5. Adaptability for the Future
A scalable contactless delivery solution gives you the flexibility to adopt new features like dynamic delivery pricing, autonomous vehicles, or multilingual interfaces without rebuilding your system from scratch.
Smarter Sales Through Online Ordering: Why Contactless Delivery Isn’t Just About Safety
While contactless delivery systems are often associated with health and safety, their impact on restaurant profitability is just as powerful. One of the most overlooked advantages of a well-implemented contactless delivery platform is its ability to drive larger orders and repeat purchases through digital upselling and data insights.
1. Bigger Baskets, Less Pressure
When customers order through a contactless food delivery service, whether third-party or your own, they typically take more time exploring the menu. Without a line behind them or a cashier waiting, they’re more likely to browse, customize, and add extra items. According to industry reports, the average digital order is up to 40% larger than an in-person order.
2. Intelligent Upselling and Promotions
Modern contactless delivery software can be configured to suggest popular add-ons, highlight limited-time offers, or display dynamic pricing based on the time of day. These tools mimic the logic of e-commerce platforms, helping restaurants maximize revenue per transaction.
3. Data-Driven Decisions
Every contactless delivery service generates customer behavior data, from favorite dishes and order timing to delivery preferences and churn patterns. With the right dashboard or API, restaurants can turn this data into smarter promotions, more relevant menu changes, and better resource planning.
Contactless delivery isn’t just about getting food to the door. It’s a strategic tool to increase average order value, reduce decision friction, and build long-term loyalty. Restaurants that treat it this way stand to gain far more than just convenience, they gain a scalable, predictable sales engine.
Implementing a contactless delivery system requires careful planning and execution. Here’s how to make it work for your restaurant:
1. Adopt a Reliable Online Ordering System
Choose a platform that integrates easily with your existing POS system. Tools like Square, Toast, or ChowNow are designed to support restaurants of all sizes.
Ensure the system is user-friendly for customers, with features like saved preferences, payment flexibility, and clear menu presentation.
2. Digitize Payments
Offer multiple payment options, including credit/debit cards, mobile wallets (e.g., Apple Pay, Google Pay), and even cryptocurrency if appropriate for your audience.
Enable tipping features to ensure drivers are rewarded appropriately without needing cash.
3. Invest in Packaging and Presentation
Select tamper-proof, insulated packaging that keeps food fresh and secure during transit.
Include branded materials like stickers, thank-you cards, or QR codes for feedback to maintain a personal connection.
4. Train Your Staff Thoroughly
Educate staff on hygiene protocols, including proper handwashing, use of gloves, and safe packaging techniques.
Train delivery drivers on communication protocols for contactless drop-offs, such as texting customers or taking photos of the delivery location.
5. Implement Route Optimization Tools
Use route planning software like Onfleet or Google Maps API to create efficient delivery routes.
Real-time tracking allows drivers to avoid traffic delays and complete deliveries faster.
6. Communicate with Customers Clearly
Provide clear instructions on how to use your contactless delivery service, including how to place orders, track deliveries, and retrieve their food.
Use social media, your website, and email campaigns to highlight the benefits of contactless delivery.
7. Monitor and Improve
Collect feedback from customers and drivers to identify areas for improvement.
Regularly review metrics like delivery times, customer satisfaction, and error rates to optimize your operations.
8. Experiment and Innovate
Test additional features like subscription models, priority delivery for frequent customers, or packaging that offers reheating instructions.
Consider using AI tools to analyze customer data and predict ordering patterns for better planning.
Contactless delivery is not just a response to current consumer demands; it is an investment in the future of dining. For local restaurants, implementing a contactless delivery system can enhance safety, streamline operations, and attract a broader customer base. While challenges exist, the benefits far outweigh the hurdles, making it an essential strategy for success in today’s restaurant industry.
By embracing this new way of serving customers, restaurants can position themselves as forward-thinking and customer-focused, ready to thrive in a rapidly evolving market.
To learn more info about the restaurant industry, its trends and technology, check out our blog.
