In 10 years, Los Pollos went from a 30 sqm Parisian spot to a 6-restaurant chain in France. Specialized in Portuguese-style braised chicken, the brand made a strategic choice to 100% digitize ordering with DOOD: 110,000 orders have already been processed in 5 months. A look back at this transformation with Francisco Morais, manager of Los Pollos.
Can you introduce Los Pollos and its positioning?
Francisco : “The brand was created in 2015 in Paris in the 19th arrondissement. Today, we have 6 restaurants in city centers and shopping malls in Paris, La Défense, Créteil, Évry, and Marseille. And we continue to expand. Our DNA is based on a unique product: genuine Portuguese braised chicken, commonly known as Churrasqueira. We want to offer authentic cuisine in a fast-casual spirit, but without ever feeling like a fast-food joint. We serve at the table, not at the counter.””
Why did you choose to digitize the in-restaurant experience?
Francisco : “At Los Pollos, we focus heavily on the customer experience. We are continually looking to improve flow, and I am convinced that digital is the best tool for that. We had two options: kiosks or QR codes. I chose the QR code for three main reasons:
- Optimize space: a kiosk takes up room at the expense of tables.
- Preserve brand image: a kiosk immediately signals fast food, which is not our positioning.
- QR code agility: QR codes take up no space and are easy to update.
Moreover, the QR code offers real customer comfort: no queues, no pressure when ordering, everyone takes their time from their table in total privacy.”
Upon arriving at one of our establishments, you are welcomed by a hostess. You are seated wherever you like, then guided to the order via the QR code and served at the table. I prefer our staff to look after customer satisfaction rather than being behind a register taking orders.”
The QR code reconciles hospitality, fluidity, and profitability. Its easy management is a major asset for restaurateurs. Los Pollos has also deployed click and collect and flash and collect with the “Catalog Platform” module of the DOOD solution.
How did your customers adopt this 100% digital journey?
Francisco : “The switch was very simple. Today, more than 95% of orders go through the QR code. We keep a cash register for rare special cases, for example, an elderly person who does not have a smartphone, but it is marginal.
Our clientele ranges from 14 to 77 years old, with very varied profiles depending on our locations (foreign tourists and office workers at La Défense, neighborhood clientele in Marseille…). In all cases, the QR code has now become natural.”
Digital adoption is no longer reserved for the young. The mobile experience has become an expected standard, regardless of the customer’s profile.
Why choose DOOD as a partner?
Francisco : “I tested the solution at Vapiano. What made the difference in our choice of DOOD was the flexibility of the solution. We were able to customize the site to our image and especially the customer journey as we wished. We had started with another provider that did not offer us the same possibilities.
And I appreciate the support. On a daily basis, what matters is having a point of contact. As long as there is human follow-up behind it, I will be satisfied.”
The flexibility of the platform and the customization possibilities provided are key success factors.
What concrete impacts have you noticed?
Francisco : “The QR code allowed us to solve two major problems:
- Reduce checkout errors. Previously, this generated refunds and frustration.
- Streamline the customer experience. No more endless queues going out the restaurant doors.
Today, our teams are freed from taking orders and are entirely dedicated to welcoming and satisfying customers. In a meeting with our managers, everyone said: ‘We wouldn’t go back for anything in the world.’”
The results are impressive since 110,000 orders for €2.5 million in revenue were processed via DOOD in 5 months of launch.
The example of Los Pollos perfectly illustrates how digital technology, when designed to serve the customer experience and operational efficiency, becomes a real lever for growth. By choosing DOOD, the brand has not only streamlined its ordering journey but also strengthened its differentiating positioning: combining culinary authenticity, hospitality, and modernity. Concrete proof that technology, when well integrated, allows restaurateurs to achieve excellence without ever giving up their DNA.