{"id":78494,"date":"2021-05-15T14:00:55","date_gmt":"2021-05-15T14:00:55","guid":{"rendered":"https:\/\/interac1.wpengine.com\/?post_type=content&#038;p=78494"},"modified":"2025-05-30T16:33:21","modified_gmt":"2025-05-30T20:33:21","slug":"collision-conversation-lessons-on-food-and-the-pandemic-from-foodhero-doordash-metro-and-interac","status":"publish","type":"content","link":"https:\/\/stage.interac.ca\/en\/content\/business\/collision-conversation-lessons-on-food-and-the-pandemic-from-foodhero-doordash-metro-and-interac\/","title":{"rendered":"Collision conversation: Lessons on food and the pandemic from FoodHero, DoorDash, Metro and Interac"},"content":{"rendered":"\n<p>The COVID-19 pandemic has forced massive change on everyone, not least the food retail and restaurant industries. They had to adapt quickly to bring food to a Canadian population that was largely housebound. How did they pull it off?<\/p>\n\n\n\n<p>By acknowledging that we now live in a digital economy, where catering to rapidly evolving consumer behaviour means offering a choice of digital payments. That in turn means adopting and embracing up-to-date restaurant payment technologies, omnichannel checkout experiences, e-commerce platforms, and delivery apps.<\/p>\n\n\n\n<p>That\u2019s how the food business is weathering the storm, according to the people who have been making the digital shift happen behind the scenes. For the <a href=\"https:\/\/collisionconf.com\/\" target=\"_blank\" rel=\"noreferrer noopener\">Collision Conference 2021<\/a>, Interac convened a roundtable of food and restaurant industry players to talk about how the pandemic accelerated the shift to deliveries and digital payments.<\/p>\n\n\n\n<p><strong>The panellists:<\/strong><\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Mathieu Robitaille, Marketing Director, Metro Ontario and Pharmacies<\/li>\n\n\n\n<li>Ryan Freeman, Head of Enterprise Partnerships at DoorDash Canada<\/li>\n\n\n\n<li>Jonathan Defoy, founder &amp; CEO of FoodHero<\/li>\n\n\n\n<li>Mamata Krishnamurthy, Senior Manager, Digital Payments, Interac<\/li>\n\n\n\n<li>James Good, AVP, Partnerships, Interac<\/li>\n<\/ul>\n\n\n\n<p>Here are seven big takeaways from their discussion.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-1-the-pandemic-increased-the-pace-of-the-shift-to-digital\">1. \u201cThe pandemic increased the pace of the shift to digital\u201d<\/h2>\n\n\n\n<p><strong>\u2014 James Good, Interac<\/strong><br>Since <a href=\"https:\/\/stage.interac.ca\/en\/content\/news\/covid-19-accelerating-the-move-to-digital-payments-across-canada\/\">early in the pandemic<\/a>, Interac data has shown <a href=\"https:\/\/newsroom.interac.ca\/covid-consumer-behaviour\/\">a major shift in consumer behaviour<\/a> toward digital payments.<\/p>\n\n\n\n<p>For example, said Mamata Krishnamurthy, \u201cWe&#8217;ve seen over the past year almost a triple-digit growth in our e-commerce business\u201d \u2014 referring to a 308 per cent year-over-year jump in sales volume for in-app and in-browser <em>Interac<\/em> Debit payments. (March 2020 vs March 2021).<\/p>\n\n\n\n<p>And <a href=\"https:\/\/newsroom.interac.ca\/debit-for-in-app-in-browser-payments\/\">as Interac has reported before<\/a>, \u201cMuch of that growth comes from the food and restaurant industry,\u201d she said. \u201cBoth merchants and the consumers want to remain safe, but they still want to have the convenience of being able to shop online.\u201d<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-2-overnight-grocers-became-essential-that-comes-with-heavy-expectations\">2. \u201cOvernight, grocers became essential. That comes with heavy expectations.\u201d<\/h2>\n\n\n\n<p><strong>\u2014 Mathieu Robitaille, Metro<\/strong><br>Mathieu Robitaille recalled the heavy moments of the early pandemic, when he and his colleagues at Metro realized that they had to adapt quickly to potentially help millions of people get food and medicine. (Metro is a major chain of grocery stores in Ontario and Quebec; the company also operates Jean Coutu pharmacies and Food Basics stores, among other brands.)<\/p>\n\n\n\n<p>\u201cWe had a responsibility to help customers make the transition to digital shopping and payments, to make it easy,\u201d Mathieu said.<\/p>\n\n\n\n<p>There was also an obvious need to adapt quickly. \u201cWe did not have the luxury to wait to make decisions based on what we knew. So we made the best out of what we could and made some expensive mistakes along the way \u2014 but there&#8217;s always time and a place to fix those mistakes.\u201d<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-3-remove-friction-everywhere-you-can-in-your-customer-experience\">3. \u201cRemove friction everywhere you can in your customer experience\u201d<\/h2>\n\n\n\n<p><strong>\u2014 Jonathan Defoy, FoodHero<\/strong><br>One of the ways to meet that heavy responsibility is to make digital payments as seamless as possible, noted Jonathan Defoy. The <a href=\"https:\/\/stage.interac.ca\/en\/content\/business\/how-foodhero-helps-canadians-fight-food-waste-while-shopping-for-groceries\/\">FoodHero platform allows grocery stores to list marked-down food<\/a>, creating a win-win for customers (who get a discount) and retailers (who reduce waste).<\/p>\n\n\n\n<p>While the companies represented on the panel all have easy-to-use digital platforms to access their services, the panellists talked about how there are some customers who still need extra help adapting to life in the pandemic \u2014 particularly older customers.<\/p>\n\n\n\n<p>Mathieu said Metro created a phone service for older customers and others who can\u2019t or don\u2019t go online to call in their orders for pickup. The lesson, he said, was that there\u2019s value in \u201ccombining old technology with new technology, combining the phone with the website.\u201d<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-4-the-customer-is-the-channel\">4. \u201cThe customer is the channel\u201d<\/h2>\n\n\n\n<p><strong>\u2014 Mamata Krishnamurthy, Interac<\/strong><br>Coming up with ways to cater to all customers is the essence of retailing in the 2020s, and not just in the grocery and restaurant sectors. As Mamata explained, \u201cIt matters that you&#8217;re able to meet your customer where they are, and this doesn\u2019t only apply to the younger generations.\u201d<\/p>\n\n\n\n<p><a href=\"https:\/\/stage.interac.ca\/en\/content\/business\/interac-and-shopify-in-conversation-why-omnichannel-is-essential-for-retail-in-2021-and-beyond-2\/\">Some call this an \u201comnichannel\u201d approach<\/a>, but what that really means is \u201cthe customer is the channel,\u201d Mamata said. It\u2019s essential to offer customers as many choices as possible for ways to interact and pay so that everyone\u2019s needs are catered to. The pandemic only underscored that piece of wisdom. \u201cWe realized we have to be there where the customer is.\u201d<\/p>\n\n\n\n<p>What this meant in practice for FoodHero was giving customers the choice to pay by debit in-app, in part because it reaches more Canadians than any other digital form of payment.<\/p>\n\n\n\n<p>\u201cWe added new payment methods. <em>Interac<\/em> Debit through digital wallets was an immediate win. It increased our sales by 10 per cent,\u201d Jonathan said.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-5-the-restaurant-industry-has-been-remarkably-innovative\">5. \u201cThe [restaurant] industry has been remarkably innovative\u201d<\/h2>\n\n\n\n<p><strong>\u2014 Ryan Freeman, DoorDash<\/strong><br>Ryan Freeman said DoorDash Canada has been impressed and inspired to see restaurants innovate so drastically over the past year. Not only have many restaurants shifted to a mostly takeout- and delivery-based model \u2014 sometimes overnight \u2014 but they\u2019ve introduced new products and concepts like make-at-home meal kits or creating \u201cvirtual restaurants\u201d, sometimes using so-called <a href=\"https:\/\/www.cpacanada.ca\/-\/media\/site\/pivot-magazine\/pdfs\/2021\/may-june\/pivot-mayjune-aoda_pivot_mayjune_2021_en_v2.pdf\" target=\"_blank\" rel=\"noreferrer noopener\">&#8220;ghost&#8221; and &#8220;cloud&#8221; kitchens, to better suit their evolving, individual circumstances and objectives<\/a>.<\/p>\n\n\n\n<p>\u201cThe industry has been remarkably innovative, and it&#8217;s been pretty incredible to watch,\u201d Ryan said, \u201cespecially because these businesses have been under such immense pressure over the last year. Pressure that, by the way, is still ongoing at this very moment with about half the country still under strict lockdown.\u201d<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-6-cash-flow-is-still-king-especially-for-small-businesses\">6. \u201cCash flow is still king, especially for small businesses\u201d<\/h2>\n\n\n\n<p><strong>\u2014 Jonathan Defoy, FoodHero<\/strong><br>Particularly because they\u2019re dealing with the need to innovate over the medium- to long-term as well as the continuing day-to-day pressures of the pandemic, every player in the food business faces financial pressures.<\/p>\n\n\n\n<p>Cash flow is still king, as Jonathan told Collision. So it\u2019s especially great for merchants if consumers use debit as their method of payment in a digital wallet. Not only are the fees low, but with debit there are no chargebacks.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-7-the-crisis-you-have-to-worry-about-the-most-is-the-one-you-don-t-see-coming\">7. \u201cThe crisis you have to worry about the most is the one you don&#8217;t see coming\u201d<\/h2>\n\n\n\n<p><strong>\u2014 James Good, Interac<\/strong><br>James Good acknowledged that while the shift to digital wasn\u2019t unexpected, the pandemic caught everyone off guard and forced businesses of all sizes to accelerate plans and invent new tactics. \u201cEffectively what happened is we\u2019ve been pushed into the deep end of the pool,\u201d he said.<\/p>\n\n\n\n<p>\u201cThis made things move 10 times faster than we had expected,\u201d added James, who was happy that Interac could help merchants across a number of sectors that were deemed essential.<\/p>\n\n\n\n<p>\u201cThey wanted to know how else we can help \u2026 be that through some data insights, through co-marketing initiatives, or by better understanding how our product and innovation roadmaps line up against what they need to deliver to their customers now and in the short term,\u201d he said.<\/p>\n\n\n\n<p>In other words, Interac has deepened its relationships with essential players in the Canadian economy to help them survive and adapt to a challenging time.<\/p>\n\n\n\n<p>\u201cWe&#8217;ve pivoted by increasing our partnership efforts with merchants,\u201d he said, \u201cto help them weather the storm.\u201d<\/p>\n","protected":false},"excerpt":{"rendered":"<p>The COVID-19 pandemic has forced massive change on everyone, not least the food retail and restaurant industries. They had to adapt quickly to bring food to a Canadian population that was largely housebound. How did they pull it off? By acknowledging that we now live in a digital economy, where catering to rapidly evolving consumer&hellip;<\/p>\n","protected":false},"author":8,"featured_media":79850,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"content-tags":[952,279,300,294],"content-category":[189],"spokespeople":[],"in_the_know_post_format":[169],"class_list":["post-78494","content","type-content","status-publish","format-standard","has-post-thumbnail","hentry","content-tags-enterprise-and-government","content-tags-interac-debit","content-tags-small-business","content-tags-trends","content-category-business","in_the_know_post_format-article"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.2 (Yoast SEO v27.2) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>Collision Conference Panel: Restaurant and Grocery Payment Technology<\/title>\n<meta name=\"description\" content=\"Collision Conference: Interac and restaurant and grocery industry players on consumer behaviour, omnichannel retail and restaurant payment technology\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/stage.interac.ca\/en\/content\/business\/collision-conversation-lessons-on-food-and-the-pandemic-from-foodhero-doordash-metro-and-interac\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Collision conversation: Lessons on food and the pandemic from FoodHero, DoorDash, Metro and Interac\" \/>\n<meta property=\"og:description\" content=\"The COVID-19 pandemic has forced massive change on everyone, not least the food retail and restaurant industries. 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