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Management

10 Best Restaurant CRM Systems Compared

Updated on March 15, 2024, 26 days ago 13 minute read
Author : Ryan Andrews
Reviewed by : Nezar Kadhem
Updated : March 15, 2024 13 min read
Author : Ryan Andrews
Reviewed by : Nezar Kadhem
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Contents

Building strong customer relationships has now become the key to restaurant success, given that repeat customers accounted for 35% of online orders in 2022, up from 29% in 2021 and predicted to grow up to 40% in 2024.

Let’s face it, as a restaurant owner, you already have thousands of tasks on your plate. How, then, can you take the time to individually understand every customer to provide them with a personalized experience?

That’s where a restaurant CRM system comes into play.

From simple CRM solutions to advanced marketing systems, there is something to suit every restaurant’s needs. 

“There are too many vendors, and you don’t know who is a good company to deal with. We really need to be able to know enough to ask, ‘Are they solving my problem? Look for adaptability and flexibility.” says the former Chief Marketing and Digital Officer at McDonald’s, Dan Gertsacov.

Now, let’s look at the 10 best restaurant CRM systems available in the market right now:

Here's a more in-depth look at these top CRM systems below.

Best CRM Systems comparison table

Eat App

Eat App Feature Image

Eat App is a cloud-based, simple-to-use, all-in-one table management and reservation system for restaurants. By utilizing guest data, Eat App’s CRM helps restaurant owners personalize every guest experience, leading to better reviews, returning customers, and ROI.

quote-img Frame 2608398

Eat App is a great mobile app that is friendly for all users. I can allow my staff to see and manage reservations seamlessly. I can create users and manage permissions all from my phone, tablet, or pc. The app works in real-time, when I create or change a reservation, the changes are immediate.

Restaurant Manager Review on G2

Pros

You can track visitors with preset or custom tags using Eat App's table management and reservation CRM, which opens up the individualized marketing tools you need to boost interaction. After a dine-in experience, guests receive an automatic survey request from your restaurant. 

Restaurant managers can operate one or more restaurants on the platform by gathering and organizing customer data in a single database. Eat App gives establishments complete control over the information about their guests. 

Additionally, accessing the system is made simple and convenient by their desktop, mobile, and iPad alternatives. 

Key features

  • A centralized database – Collecting and managing all guest data in one place makes running one or multiple restaurants easier for restaurant managers.

  • Advanced guest profiles –  Eat App’s CRM system goes way beyond the basics and collects rich data like birthdays, special requests, regular orders, allergies, and seating preferences, making personalized recommendations more precise.

  • Customized marketing messagesEat App’s CRM  has segmentation capabilities within the guest database, so you can sort, segment, and tag customers based on the information collected. Once segmented, guests can also be sent customized marketing messages from within the database, making the whole process streamlined for your restaurant staff.

  • An automated survey system – Send your guests a review request within 24 hours of their reservation. Better understand the highs and lows of your operations and take quick actions to rectify issues accordingly.

Pricing

Eat App’s all-inclusive system is priced at $229/month.

Support

You will receive 24/7 support from a dedicated team. 

Compatibility

As mentioned earlier, Eat App comes with a built-in table management and reservation system, allowing all customer data to be synced into your CRM database. It also includes easy POS and phone integration, allowing restaurants to connect all their systems for a supercharged guest database.

Stop switching between different systems, Eat App allows you to do it all under one roof with its rich set of features – Learn more about Eat App’s automation feature here.

Interested in trying it yourself? Sign up for a free trial today. 

Toast

toast crm system

Toast is originally a restaurant POS and management system that comes with integrated restaurant CRM software.

Toast’s CRM for restaurants helps restaurants collect basic guest information like name and contact details and helps build an extensive email list to help them reach as many customers as possible.

Pros

Toast's database allows you to keep visitor information, just like a few of the restaurant CRM systems on this list.

You can build data-rich profiles based on dining preferences because the itemized guest data is as robust as the POS system. This information can be used to send targeted marketing campaigns and automatically create email lists.   

To earn points and keep consumers coming back, guests can also sign up for a credit card-linked loyalty program. 

You also get exclusive ownership of your guest data with Toast.

quote-img Frame 2608398

Nice features and ways to set up the menu for ease of use by employees. User-friendly up to a certain extent.

Software Advice Review

Key features 

  • Segmented email lists –  You can create them based on different factors and send tailored marketing messages to customers. These email campaigns can also be automated and sent based on guest behavior (like a welcome email when someone signs up or a discount email when someone hasn’t visited the restaurant in some time), which saves the time and effort of restaurant staff.

  • Analytical insights – The reporting features help restaurant managers find and fix issues quickly.

  • Centralized database – Restaurant owners can find everything they need in one place without juggling multiple software.

Cons

> Not user-friendly – Some users have reported having issues with features such as a complicated drop-down menu during online ordering.

> No advanced guest managing tools - For example, guest surveys aren’t available in the Toast CRM.

quote-img Frame 2608398

Install was a total disaster and cost our company over 40K in losses. They refused to take responsibility for their failures.

Software Advice Review

Pricing

Toast’s marketing software is included in their “Growth” package which is priced at $272/month.

Support

Though mostly in North America and some regions of Europe, Tock supplies eateries all over the world. They offer dashboard support, phone, email, and night and weekend help.

Compatibility

Toast comes with a built-in POS and management system which makes the integration with the CRM system straightforward. However, Toast’s CRM does not integrate with other table management and reservation systems.

Popmenu

Popmenu

Popmenu is a tool that aims at optimizing a restaurant’s overall digital presence and turning first-time diners into regular guests.

It provides website hosting and design solutions, menu management, direct ordering and delivery, and restaurant CRM.

Pros

With customer profiles that record contact details, favorite dishes, likes, excellent ratings, and order history, you can get to know your guests better and personalize content to their interests.

Key features

  • All-in-one tool – Popmenu helps reduce reliance on third-party ordering websites and allows restaurants to own the entire guest experience. Restaurants can collect guest data, segment, and tag guests based on behavior, and send automated and personalized messages accordingly.
  • Online ordering  With its main focus being online ordering, Popmenu offers a streamlined online ordering journey to guests by providing QR codes, digital menus, reputation management, etc., all under one system.

  • Marketing feature  SMS marketing and email marketing are streamlined with the help of customer data.

Cons

> No table management feature. 

> No marketing automation feature.

Review of Popmenu

Picture source: Trustpilot review 

Pricing

Popmenu’s starter subscription comes at $149/month. However, the full CRM package is included in the Pro package priced at $349/month.

Support

Popmenu offers two main types of support:

> Phone support: They have a team available to answer your questions by phone.

> Online support: They have a resource center with articles, webinars, and training videos available on their website https://support.popmenu.com/s/. Their average response time for online inquiries is under an hour.

Compatibility

Popmenu offers integrations with various technology partners for reservations, online payment, and delivery. It also integrates with social platforms like Facebook and Instagram to enable online deliveries through them.

OpenTable

Opentable

OpenTable is another restaurant reservation and table management software tool that comes with built-in customer relationship management software focused on building strong relationships.

Pros

OpenTable is a restaurant and customer system that facilitates restaurant reservation discovery and booking.

To view information about visitors' interests, average spending, frequency of visits, and other details, OpenTable creates guest profiles as diners make reservations.

You can track the return on investment (ROI) for each campaign and send personalized, automated emails to visitors both before and after their dining experience with integrated marketing tools. 

Key features

  • A centralized database  –  Collects all guest information in one place and helps restaurants segment and email customers based on preferences.
  • Email marketing – OpenTable’s email marketing feature also provides deep campaign insights like ROI, revenue, and covers earned from each campaign.

  • Auto-guest tagging – OpenTable also allows auto-guest tagging based on preferences which helps restaurants keep track of their VIPs and other important guests.

  • Employee management – It also comes with a server management feature that provides insights about server performance with data points like servers’ ratings, guest feedback, and more to help identify your top-performing employees.

Cons

> Additional fees per reservation.

> Non-responsive customer support.

OpenTable reviews

Picture source: G2 review

Pricing

OpenTable’s basic CRM system starts from $29/month. However, advanced features like table management, waitlist, automated email and personalized marketing campaigns, etc. are a part of the Pro package which is priced at $449/month.

Support

OpenTable services clients worldwide and provides customer service around the clock.  

Compatibility

OpenTable’s CRM system can be integrated with various POS systems and can be used with its own built-in table management and reservation system.

POSist

POSist crm

POSist is a cloud-based restaurant management system that offers various products for overall restaurant management, which includes its CRM system.

POSist’s CRM system provides a centralized customer database and contact management for restaurants and shares customer data across multiple outlets.

Pros

The user-friendly features of POSist's CRM make it simple to learn even for new employees, which could improve customer service through customized interactions.  

To further assist you in customizing your marketing and promotions, POSist provides a wide range of reports that offer insightful data about your customers.

Key features

  • Customer database –  POSist helps build a rich guest database by collecting guest data from different sources like online ordering, guest feedback, etc. It also comes with segmentation capabilities that allow restaurants to identify and segment customers based on factors like preferences and the number of visits.
  • Targeted email marketing campaigns –  Helping restaurants send out customized messages to guests based on their behavior. However, these features are not part of the CRM system, but of POSist’s restaurant marketing app, which has to be purchased separately.

  • Detailed reporting – Reports are detailed and easy to understand, so restaurant owners don’t need to know much about analytics.

Cons

> More advanced features are not part of the CRM system, but of POSist’s restaurant marketing app, which has to be purchased separately.

> No table management feature.

Screenshot 2024-03-14 at 10.01.25 (1)

Picture source: G2 review

Pricing

POSist’s pricing is tailored to each restaurant’s needs, therefore they do not provide any clear pricing package on the website.

Support

POSist appears to prioritize user support with various contact methods, 24/7 phone support, and a collection of online resources.

Compatibility

POSist comes with a wide range of products which include a POS system, online ordering system, delivery app, marketing app, etc. that can be integrated.

However, each of these products has to be subscribed to individually. POSist also integrates with selected third-party apps for online delivery, reservations, and customer loyalty programs.

Upserve

Upserve crm

Upserve is an all-in-one restaurant management software focusing on boosting restaurant profits. Upserve’s restaurant marketing CRM focuses on providing in-depth guest details with its analytical features.

Pros

87% of reviewers said they would suggest Upserve to others.

Easy setup, and affordable, and dependable round-the-clock phone service are the advantages of Upserve.

Key features

  • Guest book feature – helps build rich guest profiles with various details like food preferences, average spending, etc., to enable a more customized customer experience. You can also segment guests based on their behavior to help identify a restaurant’s high-value customers.
  • A centralized review feature – Combines restaurant reviews from different platforms like Yelp, Google+, OpenTable, and Tripadvisor to help them keep track of their reputation management. This feature also allows restaurants to track the reviews of up to 5 other restaurants to see how they stack up against the competition.

  • Customer support – Upserve’s chatbot is available 24/7 to answer and resolve all questions.

Cons

> No advanced features such as reporting, guest surveys, and marketing automation.

Pricing

Upserve’s started subscription is priced at $59/month. However, the CRM system cannot be used without getting their POS system, which is priced at an additional $60. To take advantage of the full CRM system, you would have to opt for the PRO subscription, which is priced at $199/month with an additional $50 charge for the POS terminal.

Support

24/7 Chat Support: This is likely the quickest way to get help. You can access chat support directly on their website https://help.upserve.com/s/  or through the Lightspeed Restaurant POS app.

Compatibility

As Upserve is primarily a POS system, you can’t use their CRM without it. As for other integrations, it offers other integrations for online ordering, reservations, accounting, inventory management, etc., and is compatible with many popular systems.

Punchh

punch crm

Punchh CRM is a powerful and comprehensive customer relationship management platform designed specifically for the restaurant industry. 

With a focus on building lasting customer relationships, Punchh empowers restaurants to create engaging loyalty programs, deliver personalized incentives, top customer retention, and run behavior-driven campaigns that turn first-time guests into lifelong fans.

Pros

Punchh is a valuable resource for companies looking to boost loyalty and CRM, develop cutting-edge app experiences, better analyze visitor behavior, and increase customer happiness.

Key features

  • Punchh loyalty  – The Punchh Loyalty feature allows restaurant businesses to create and manage an omnichannel loyalty program integrated across various customer touchpoints, including in-store, online, and through a branded mobile app.

  • Punchh offersLeveraging customer data insights, the CRM can tailor promotions and rewards to individual customer preferences and behaviors. 

  • Punchh marketing – Automated, behavior-driven campaigns that convert first-time guests into lifelong fans.

  • Customer data insights – The platform collects and analyzes vast customer data, such as purchase history, visit frequency, order preferences, and more.

Cons

> No table management feature.

Pricing 

Not publicly available.

Support

Punchh has a Support Portal with articles, FAQs, and potentially even troubleshooting guides [support.punchh.com]. This is a good place to start for answers to common questions.

Compatibility

Punchh integrates with POS systems and online ordering platforms, so restaurant owners don’t need to worry about compatibility.

Quandoo

quandoo crm

Quandoo is a comprehensive customer relationship management solution designed specifically for the restaurant industry. 

Pros

Quandoo equips restaurants with powerful CRM tools to optimize operations, drive customer engagement, and increase revenue.

With features like advanced analytics, personalized guest management, simplified reservation systems, and guest tags, Quandoo is a good choice for restaurants. 

Key features

  • Advanced analytics Gain valuable insights and monitor performance in real-time with an easy-to-understand dashboard. Track reservation and cover performance, calculate the revenue generated from different booking channels, compare data across periods, and generate up-to-date reports for informed decision-making.

  • Guest management – Access and own guest data to deliver personalized experiences and build a community of returning diners. View reservation history, assign tags for preferences and allergies, and extract guest data for targeted email and social media campaigns.

  • Simplified reservation management – Accept, manage, and maximize restaurant reservations efficiently with 24/7 real-time booking capabilities. Receive instant notifications, centralize all reservations in one list, add walk-ins and phone reservations, and log guest requests and notes for a seamless and organized workflow.

Cons

> There is an additional set-up fee. 

Pricing

The pricing for the monthly subscription starts at $50, but the set-up fee starts at $750.

Support

Quandoo offers a 24/7 live chat function directly within their product (https://www.quandoo.co.uk/)

Compatibility

Quandoo offers social media integrations as part of its packages.

SugarCRM

sugar crm

SugarCRM is a highly flexible, scalable, and extensible platform for marketing, sales, and customer service solutions. 

Pros

Unlike traditional CRMs that often lead to busy work and manual data management, SugarCRM empowers businesses with a complete picture of each customer's journey, streamlining processes and automating tasks to deliver actionable insights that enhance productivity and customer engagement.

Key features

  • Comprehensive customer data  – SugarCRM allows restaurants to improve the quality and accuracy of customer data by automating data maintenance and augmenting it with externally-sourced information. This comprehensive view of customer data enables better decision-making and personalized customer interactions.

  • Time-aware customer journey  SugarCRM captures a complete historical record of every change event in the customer journey, providing improved situational awareness. This time-aware approach helps restaurants understand customer preferences and behavior over time for more effective marketing and service strategies.

  • Omnichannel communications –  With SugarCRM, restaurants can integrate voice and chat communications directly into the CRM applications. This seamless omnichannel communication enables better customer support and engagement across various touchpoints.

  • AI-powered predictions  –  SugarCRM utilizes artificial intelligence (AI) to provide highly accurate, data-backed predictions about customers and their behavior. This feature assists restaurants in understanding customer preferences, identifying cross-selling opportunities, and optimizing marketing campaigns.

Cons

> Complex for first-time users.

> SugarCRM is a general-purpose CRM platform designed for various industries, while restaurant CRMs like Eat App are explicitly tailored to the specific needs of the restaurant industry.

Pricing

Some features are available at $80 per user/month.

Support

The availability of specific support options might depend on your SugarCRM subscription plan and region. It's always best to check the SugarCRM website or contact them directly for the most up-to-date information on their support offerings.

Compatibility

SugarCRM integrates with multiple tools such as HubSpot, Quickbooks, and Zendesk.

SevenRooms

sevenrooms crm

SevenRooms is a powerful all-in-one hospitality management solution. With features like reservation and table management, guest CRM tools, waitlist optimization, and insights-driven analytics, it empowers businesses to create seamless experiences for guests. 

Pros

All of your visitor data is consolidated into a single platform with SevenRooms CRM, making it available to teams and venues alike.

The integrated front-of-house solution package enables you to collect guest information for every aspect of your enterprise.

Key features

  • Reservation and table management  –  Easily handle bookings, modifications, and cancellations while optimizing seating arrangements to reduce wait times.

  • Guest CRM tools Know your guests better by storing preferences, visit history, and special requests, enabling personalized service.

  • Waitlist optimization Efficiently manage “waiting guests” and automatically notify them when tables become available.

  • Insights and analytics Make informed decisions with valuable data on customer behavior, peak hours, and revenue trends.

  • Marketing automation Engage guests with targeted campaigns, promotions, and personalized offers to build loyalty.

Cons

> Cluttered user interface.

> No live customer support.

Pricing

Contact for a quote.

Support

Global enterprise SevenRooms offers online help centers, 1:1 onboarding and training, and round-the-clock customer support.

Compatibility

SevenRooms offers more than 100 integrations for restaurant owners.

How did we choose these CRM systems?

To assess which CRM tools are best for restaurant operators we chose several criteria based on our experience of speaking to restaurant owners about their needs.

Joseph Boston, Eat App’s VP of Product, says that “when restaurant owners look for a CRM system they are typically looking for features that allow them to track guest data relevant to their restaurant business, rather than just general CRM tools. We are also seeing a lot of operators increasingly looking for tools which are fully integrated out of the box so they can streamline the whole guest management process as well as save on technology costs.”

The criteria we used to assess the above systems are:

Relevant Features

There are hundreds of CRM systems on the market but not all will be useful, from a feature perspective, for restaurants. When assessing systems we looked specifically at features useful for restaurants including:   

  • Customer database –  A central repository to store and manage customer information, including contact details, preferences, order history, and feedback, so you don’t lose the most important customer information.

  • Guest profiles –  Ability to create individual guest profiles with relevant details, such as dietary restrictions, special occasions, and favorite dishes, allowing for personalized service for each customer.

  • Reservation management – Tools for managing table reservations, waitlists, and seating arrangements, ensuring efficient guest flow and optimized seating capacity.

  • Integration with POS (Point of Sale) – Seamless integration with the restaurant's POS system to capture and synchronize customer data, ensuring accurate tracking of orders, payments, and loyalty program transactions.

Price

The goal of a CRM system is to help increase your revenue by improving the guest experience. It’s important to ensure that the CRM system you choose fits your business performance and restaurant’s budget and does not negatively impact revenue.

The average price for a CRM system is around $200 per month, but the feature list will influence the cost of the CRM.

When assessing systems we also included hidden charges or setup fees, SMS fees, etc., that might add up to the total cost.

Support

When working with a CRM system, support from the software providers will be considered extremely important. Nobody wants to start using a system and not be able to speak to a person or member of the team when they get stuck. 

Compatibility

Likely, you are already using one or more digital systems like reservation or table management software at your restaurant.

A CRM that is integrated with existing common software, will help take full advantage of all the rich guest data available from different sources. For this reason, we included compatibility as a key part of the assessment.

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FAQs

What is a restaurant CRM?

A restaurant customer relationship management (CRM) system is a centralized restaurant database of all their guest information. It also enables restaurants to easily and effectively manage guest data and provide a personalized and tailored guest experience.

What are the benefits of using a CRM system?

A CRM system in a restaurant improves operational efficiencies by organizing guest profiles and feedback, leading to more efficient service. Enhancing the customer experience through personalized communication and targeted marketing, fostering loyalty, sales efforts, and repeat business is another reason why restaurant owners use a CRM system.

Do restaurants use CRMs?

Yes, restaurants use CRMs to personalize guest experiences, optimize reservations and waitlists, and implement targeted marketing campaigns to increase repeat business. The best CRM system enables data-driven decision-making, streamlines operations, helps with sales and marketing automation, and improves overall service quality.

What are considered the three types of CRM?

Operational, collaborative, and analytical CRM systems are the three primary categories of CRM software.

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