Sam Stanovich sits down with Andy Freivogel (Co-Founder of Science on Call) to discuss how growing restaurant brands can eliminate operational friction, optimize tech spending and prepare for the future of store operations.
In an era where fast-casual and quick-service restaurant (QSR) operators are inundated with point-of-sale systems, third-party delivery apps, customer data platforms, and AI tools, managing store technology can quickly feel like a full-time job. When systems go down during a peak Friday night rush, lost connectivity translates directly into lost sales.
On Episode 10 of Chicago Sam’s Franchise GPS, host Sam Stanovich sits down with Andy Freivogel, Co-Founder of Science On Call, to discuss how growing restaurant brands can eliminate operational friction, optimize tech spending, and prepare for the future of store operations—all while keeping hospitality at the core.
AI and conversational automation excel at crunching numbers, aggregating disparate data sources, and executing repetitive administrative tasks in seconds—such as 86ing an out-of-stock menu item across multiple delivery aggregators simultaneously.
However, relying entirely on automated scripts during unscripted store-level emergencies fails store managers when they need help most.
Effective technology support uses automation to handle high-volume, routine requests so human technicians have the breathing room to deliver real-time empathy and urgency during store crises:
Hospitality-First Support: Hiring help desk technicians with front-line restaurant experience ensures support teams speak the operator's language and understand the pressure of peak service hours.
When store operations face friction, the knee-jerk reaction for many operators is to buy another software tool or add another platform to an already bloated tech stack. Front-line restaurant employees are routinely expected to navigate anywhere from 15 to 20 distinct hardware, software, and middleware systems during a shift.
When evaluating where to allocate technology capital for maximum store-level return on investment, operators should focus on two foundational areas:
As digital, off-premise, and mobile ordering continue to generate the majority of QSR revenue, the physical cash register terminal sitting on the front counter is rapidly shifting from an essential operational anchor to a source of friction.
The next evolution of restaurant technology is focused on shortening the distance between guest order intent and kitchen display execution:
Whether you are standardizing infrastructure across your first 10 locations or scaling to 50+ units, setting up reliable tech systems and support operations is critical to protecting your bottom line.
Want more insider franchise tips? Listen to the full conversation on Episode 9 of Chicago Sam’s Franchise GPS on Spotify, Apple Podcasts, or YouTube!
Gregg Majewski has a vast amount of experience as a corporate executive in the restaurant industry. As the former CEO of Jimmy John’s, he played a major role in expanding the franchise from 33 to 300+ stores in just 5 years by surrounding the company’s marketing strategy around the innovative approach of delivering sandwiches and being “freaky fast”. Majewski has worked to develop restaurant concepts over the last two plus decades, before starting Craveworthy Brands in 2023, which currently includes a growing portfolio of restaurant brands. Craveworthy Media is Majewski’s gift back to the industry that has given him so much. The goal of Craveworthy is to inspire the up and coming industry leaders by providing important information, stories, and insights from titans past and present.
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