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Set the pilot boundary
Choose the locations, operating hours, channel paths and menu items included in the first release. Write down which cases stay with staff, including unusual catering requests, payment disputes or unavailable combinations. The goal is not to hide difficult orders. It is to make the initial coverage and escalation route clear to both guests and staff.
Agree on what evidence counts as a successful test. A transcript or checkout screen alone is insufficient if the kitchen record is wrong. Capture the linked source request, accepted order, kitchen ticket and applicable payment reference. Use synthetic fixtures and approved testing methods wherever possible.
Measure the work that remains
Track rejected submissions, unknown states, duplicate tickets, manual corrections and guest callbacks. Review where staff spend time after a nominally automated order. A high automation number is not useful if employees repair the same records later.
For accuracy, define the unit being judged: item, modifier, entire order or completed transaction. For containment, define the denominator, exclusions and whether later staff work counts. Company-level marketing metrics cannot replace your own acceptance criteria for the exact workflow.
Give staff a recovery rehearsal
- Find a source order using its reference.
- Distinguish rejected from unknown submission.
- Find the receiving order and kitchen acknowledgement.
- Check payment through the approved payment system.
- Recover or escalate without creating a duplicate.
- Tell the guest only what has been verified.
Run this rehearsal with the people scheduled to work the pilot, not only the installation team. Confirm that the escalation contact is actually reachable during those hours. Keep a printed or accessible quick-reference route for an internet outage.
Expand on evidence
Review a representative sample across channels, locations, busy periods and menu complexity. Keep unresolved critical failures visible rather than averaging them into a score. Decide in advance which failure pauses the pilot and who has authority to make that decision.
Use the validator export as a planning attachment, then add evidence links in your own controlled workspace. The public tool does not store your evidence or connect to a provider. Revisit the plan when a provider, menu, location, payment method or kitchen route changes.
Customer evidence for this order workflow
A launch needs both a working connection and an owner watching real outcomes. Little Italy’s setup and Big Apple’s call-review habit show two distinct parts of that work.
Results and operating context from Loman’s published customer case studies.
Little Italy
- Over 24%
- reduction in restaurant labor costsReported since adding Loman; comparison period not specified.
- 3 days
- Toast-connected phone setupLittle Italy’s launch experience.
- 1 retained phone person
- questions, reservations and human requestsThe hybrid workflow described after adoption.
Little Italy’s three-day launch is a specific Toast-connected setup, with human handling retained for reservations and questions. Write those handoff responsibilities into your pilot checklist before setting a launch date.
Read the Little Italy case study ↗Watch Little Italy on YouTube ↗
Big Apple Pizza & Pasta
- 100%
- missed calls eliminatedThe case-study headline reports this result; measurement period not specified.
- First couple of months
- operator review of every callThe operator followed up on hang-ups and calls without an order.
Give incomplete-call review a named owner. Big Apple’s operator reviewed calls and followed up on abandoned or non-order conversations during the first couple of months, extending the pilot beyond technical go-live.
Read the Big Apple Pizza & Pasta case study ↗Watch Big Apple Pizza & Pasta on YouTube ↗
Write a pilot exit decision before the first call
Use three outcomes: expand when every critical gate has evidence; correct and retest when a known failure can be fixed; hold when a required state remains unknown. Name which owner can stop the pilot and how staff will recover transactions already in flight.
Attach the workflow export and compare the purchased phone scope with Loman’s current plan descriptions. This avoids treating a general feature list as the scope of your rollout.