Customer Story
Big Mamma’s Burritos

Big Mamma’s Burritos is a quick-service, alternative burrito experience in Ohio that has adapted GRUBBRR’s self-ordering kiosk and online ordering service in their Athens location to stay afloat in the ongoing Covid-19 pandemic.

At Big Mamma’s, their goal has always been to ensure a “great customer experience aligned with a prime cost that fits their model.” While they had considered incorporating a kiosk into their locations a while back, they had never anticipated how quickly they would need to shift that mindset to the present.

According to Jerry DePizzo, saxophonist for the alternative rock band O.A.R., also owns Big Mamma’s Burritos and said the restaurant chain was “…entering into [their] second most profitable quarter of the year with a mindset of profitability, and that quickly shifted to a goal of survival.”

Jerry then reached out to GRUBBRR and arranged for a kiosk. This partnership not only ensured Big Mamma’s survival, but also actually met their original goals by enhancing the profitability mindset and customer experience. In fact, he was so impressed by the results he ended up allowing our team to handle their online ordering as well.

Ensuring and Exceeding Big Mamma’s Goal of Survival

Big Mamma’s Burritos has been able to decrease their prime costs and increase their average ticket size, and our kiosk has “provided the technology to do that.”

Jerry was able to optimize the labor schedule based on forecasted demand from the kiosk’s data to increase the team’s efficiency to decrease the restaurant’s prime costs and meet their goal.

“Another one of our goals was to increase their average ticket size. We’ve been successful with that, and the GRUBBRR kiosk helps us do that as well.”

The kiosk’s upselling feature and ability to destroy the typical waiting process has increased Big Mamma’s revenues. Jerry explained that “People, when they visit the kiosk, take their time a little bit more and end up choosing additional items [and] adding different customizations that they normally probably wouldn’t or haven’t when being waited on by one of our team members.” In Jerry’s words, “W’s all around.” 

Enhancing the User Experience

Our product line creates an efficient, streamlined experience for both customers and employees. Once installed, Jerry found that GRUBBRR’s “equipment package, the versatility [we] provide there, [our] UI, how graphic-laden it is, its usability for a customer and team member… just works very well for us”

Jerry explains more about the seamless and consistent experience between our software products:

“The user interface [for the self-ordering kiosk], like I said, is very intuitive. It has big graphics and buttons, and I think it’s very pleasing to the eye. What we like about it is the user interface between your kiosk and your online ordering platform is [it’s] virtually identical, so for a customer to have a very similar experience on their phone or desktop and still in store is a big [win] for us.”

Creating a Meaningful Relationship

More important than the technology, however, was the connection within the partnership.

Jerry details, “Really what solidified it with us and why we’ve even strengthened and emboldened the relationship to take on online ordering responsibilities as well is because you’ve understood what a partnership means during a time like this.”

At GRUBBRR, we are proud of Big Mamma’s Burritos’ success. Find out more about how we can help you here.