Gong Cha is rolling out a global update to its operating model, known as Gong Cha 2.0, with a focus on improving efficiency across its franchise network.
The update centres on Super Wu, an automated drink-making system that handles repetitive preparation tasks and provides real-time operational data. The system has been trialled for more than two years in 40 stores across 13 countries and is now being deployed more widely.
New and refurbished locations will also add self-order kiosks and revised store layouts. The changes are intended to speed up service, ease labour demands and support digital ordering and loyalty programs.
According to the brand, updated store designs feature open layouts, digital menu boards and more efficient back-of-house configurations, while maintaining a focus on customised tea drinks.
“Super Wu and the digital kiosks create efficiencies that allow team members to focus less on repetitive tasks and more on connecting with guests,” said Geoff Henry, president of Gong Cha Americas.
“Franchisees using the machines have reported easier onboarding, reduced stress during busy periods, and more time for guest interaction.”
Founded in Taiwan in 2006, Gong Cha operates nearly 2200 stores across 33 markets worldwide, with more than 240 locations in the US.
This article was first published on sibling website Inside Retail.
