HME Now vs GuestOps

The Power of Drive-Thru Analytics in One Mobile App The all-new companion app to the HME CLOUD and the DTOS system makes it easier than ever to meet, and exceed, drive-thru performance goals by enabling you to set alerts and access real-time drive-thru metrics right from your phone. Actionable Insight at Your Fingertips • Access real-time drive-thru performance of all your stores at a glance • Break down a store’s performance by hour, daypart, or day • See each part of the drive-thru in one view Customizable, Real-Time Performance Alerts • Get immediately alerted of any speed of service issues • Set alerts for as many stores and drive-thru events as you’d like • Find out in real-time when you surpass target car count totals Individualized Preferences • Select user-specific alerts and preferences • Set separate alerts for each user without affecting others • Choose the frequency of alerts that best suits your operational goals

GuestOps is the all-in-one guest complaint and service recovery management app designed for store managers, shift leaders, and operations teams. Handle every guest concern with speed and consistency — from the moment a complaint is received to its full resolution. GuestOps connects your team to a real-time dashboard that prioritizes what matters most, so no guest issue ever falls through the cracks. KEY FEATURES: SMART DASHBOARD Get a complete overview of your store's guest service performance the moment you open the app. See today's call volume, pending complaints, urgent action items, and overdue tasks at a glance. A personalized greeting and store-specific stats keep you focused on what needs attention right now. COMPLAINT MANAGEMENT View, filter, and manage all guest complaints in one place. Each complaint includes full customer details, store location, severity level, complaint description, and a complete action item history. Filter by status (pending, in progress, resolved) or severity (low, medium, high, critical) to find exactly what you need. URGENCY PRIORITIZATION A dedicated urgent view surfaces all critical and high-severity complaints along with overdue action items. Color-coded severity badges and urgency indicators make it easy to identify and act on the most pressing issues first. QR CODE SCANNING Scan QR codes to instantly pull up complaint details and associated action items. Perfect for in-store teams who need quick access to guest information without searching through lists. ACTION ITEM TRACKING Every complaint generates actionable tasks — from scheduling appointments to processing replacements. Track each action item's status, assignee, due date, and urgency level. Update progress and add resolution notes directly from your phone. FOLLOW-UP MANAGEMENT Ensure every guest interaction receives proper follow-through. The dedicated follow-ups section tracks all pending follow-up tasks with clear status indicators, so your team closes the loop on every case. ANALYTICS & INSIGHTS Monitor store performance with detailed analytics. Track call volume trends over time, view complaints by status breakdown, measure resolution rates, see average handling times, and identify peak hours. Filter analytics by day, week, month, or year to spot trends and improve operations. REAL-TIME NOTIFICATIONS Receive instant push notifications for new urgent complaints, action item assignments, status changes, and follow-up reminders. Stay informed even when you are not actively using the app. CALL SUMMARIES Access AI-generated call summaries including recording links, call duration, and both short and detailed summaries — giving your team full context on every guest interaction without re-listening to calls. MULTI-STORE SUPPORT GuestOps supports organization-level access with store-specific views. Whether you manage one location or oversee multiple stores, the app adapts to your role and permissions. DARK MODE Full dark mode support for comfortable use during early morning or late night shifts. The app automatically adapts to your device's display preferences. SECURE ACCESS All data is protected with token-based authentication and secure credential storage. Role-based access ensures team members see only the information relevant to their responsibilities. GuestOps helps your team respond faster, resolve issues consistently, and deliver the guest experience your brand promises — every shift, every store, every day.