Foodics is the till, the kitchen display and the payment terminal for restaurants across the MENA region and beyond. It has processed billions of orders since 2014, which is another way of saying that when something stops working, someone is standing at a counter waiting.
The customer is in the middle of a dinner rush
Restaurant support has a clock on it that most software support does not. A question about a printer that will not fire, a menu item that will not save or a terminal that will not settle is not a ticket someone reads tomorrow — it is a problem happening in front of paying customers.
The people asking are not IT staff either. They are managers and cashiers mid-shift, describing a symptom rather than a cause, usually with one hand free.
And Foodics operates across more than thirty-five countries, so the same product question arrives in different languages, against different payment rails and different local rules.
What Open does
The agent takes the questions that repeat across thousands of restaurants — device setup, menu and product configuration, printing, user permissions, the settings someone changed last week — and answers them in Arabic or English, immediately, at the hour restaurants actually operate.
Answering at that hour is most of the value. Evenings and weekends are peak trade for a restaurant and off-hours for a support desk, which is exactly the gap an agent that does not keep office hours is there to close.
Money goes to people. Anything touching a payment, a settlement or a discrepancy in what a restaurant is owed is escalated rather than automated, because being fast is worth nothing there if the answer is wrong.
The Impact
The routine operational questions stop queueing behind the urgent ones, and a support team scaled for one market is not the constraint on serving thirty-five.
Foodics is not publishing resolution or response-time figures yet. This story will carry them when they exist and Foodics is ready to share them.