From hot pot to high tech: Haidilao’s transformation through digital technologies for sustainable business in the restaurant industry

Abstract

The pandemic has brought many challenges to the restaurant industry but highlighted the importance of embracing digital transformation that enhances organisations’ competitive advantage and sustainable business. The success story of Haidilao, a popular hot pot restaurant, inspires those striving to overcome difficulties and learn from their digital transformation journey. By staying adaptable, proactive and customer-focused, Haidilao has leveraged digital platforms to offer new and innovative services, such as an online ordering and delivery, an intelligent kitchen, an innovative WeChat strategy and even a Cloud Video Conferencing Service to enhance the attractiveness of the dining experience. Haidilao’s story demonstrates the power of innovation and customer-centricity in driving successful digital transformations for sustainable business in the restaurant industry.