In a rapidly evolving restaurant technology landscape, operators are under more pressure than ever to simplify complex tech stacks, control rising costs, and create seamless digital guest experiences. Touchpoint is taking a bold approach to solving these challenges - building an all-in-one platform that unifies POS, loyalty, digital engagement, and operations into one streamlined ecosystem.
We sat down with Chrissy Ouellette, Vice President of Business Development at Touchpoint, to explore how the OmniFusion™ platform is helping multi-unit brands reduce vendor fatigue, operate more efficiently, and unlock the power of connected data. In this conversation, Chrissy shares her perspective on industry challenges, the role of deep integrations like Stream, and where restaurant innovation is headed next.
The Touchpoint Approach
Stream: Touchpoint offers an all-in-one restaurant technology platform built around POS, loyalty, and digital engagement. How does your approach simplify the tech stack for multi-unit restaurant brands?
TP: The approach we take with the OmniFusion™ platform is designed to solve what we call vendor fatigue—a serious challenge for every multi-unit brand right now. You have operators managing 10, 15, or even 20 different vendors for things like POS, online ordering, loyalty, kitchen displays, and mobile apps.
Industry Challenges
Stream: What are some of the biggest operational or digital challenges you’re seeing restaurant operators face right now, and how is Touchpoint helping solve them
TP: That’s a critical question. The current environment for multi-unit restaurant operators is defined by an ongoing pressure cooker of rising costs, labor shortages, and digital complexity.
1. Vendor Fatigue - Platform consolidation 1 vendor that does 10 things very very well. A lot of folks say this is impossible, when your tech is built in the same language on the same code base, I do not want to say simple because it is far from that but much less cumbersome than working with bolt on products all built differently.
2. Inefficient Labor and High Operating Costs - Our platform is designed for operational simplicity. A unified menu management system means GMs only need to update the menu one time. Furthermore, the POS is built for speed and ease of use, which allows new, young staff to take orders with minimal training, increasing throughput and freeing up team members to focus on the guest experience. The easier the tech, the more productive the team.
3. Data Silos and Sub-Par (no pun intended) Loyalty Programs - We are a loyalty-first, marketing-led platform. Our architecture is designed to create a unified customer profile from day one. By having all transaction data in one place, our platform's AI can do the heavy lifting for the marketing team.
Technology & Integration Strategy
Stream: Touchpoint is known for connecting systems and data across the guest journey. What role do integrations like Stream play in helping your clients achieve a seamless order-to-POS experience?
TP:Getting all orders into the POS and KDS for easy order management is critical to the brands success also managing menus in one place eases the labor burden of mangaging multiple menus in multiple platforms. With our Stream integration there is one source of truth the for menu the POS and pushes out to all 3pd ordering channels seamlessly.
Partnership Impact
Stream: How has working with Stream helped improve digital ordering and delivery management for your restaurant clients? What kind of results or feedback have you seen so far?
TP: I think the most important part of our Stream integration is for our client brands. Having everything in one place is critically important for a variety of things, customer satisifaction for correct orders, simplistic management of menus in one place and reporting of sales no matter the ordering channel. Everything flows seamslessly from the 3pd parter through Stream and directly to the POS and KDS
Looking Ahead
Stream: As restaurants continue to adopt more connected technology, where do you see the most opportunity for growth or innovation, and how does collaboration between companies like Touchpoint and Stream fit into that future?
TP: Bloated tech stacks are a real issue. We think that omni-channel is the answer, finding a partner that does the majority of the things very well and then pulling in the right partner like Stream to do heavy lifting on the things your primary partner doesn't is the answer. Let's face it, restaurant revenue and profits are way down, raising prices to the customer will only go so far, eventually we will see brands auditing the tech stack to save substantial dollars on things there is no ROI tied too.
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Stream makes menu and order management seamless by keeping every item, modifier, price, and order flow in real-time sync across third-party delivery, in-store, and digital channels. Our integration platform can be fully white-labeled, giving partners the ability to deliver a unified solution under their own brand while eliminating manual work and disconnected tools behind the scenes. If you’re looking to simplify operations and power connected experiences, reach out - we’d love to help.
