As Case Western Reserve University students returned from spring break and poured into The Den by Denny’s for their usual late-night meals, they were greeted by a new addition to the space: lockers.

Delivered and installed on March 12, the Apex lockers now serve as the new pickup system for students. These lockers have illuminated glass compartments and an automatic door release that can be opened with the QR code on students’ receipts. According to Jason Kimball, the assistant director of Dining Operations, the change was prompted by the number of mobile orders at The Den, which account for about 98% of transactions and can reach up to 110 to 125 orders per hour during peak times. Previously, staff prepared, staged and distributed each order manually, which ultimately slowed down service.

“To improve speed and reduce handling, we introduced a streamlined system that allows customers to retrieve their orders directly without staff assistance,” Kimball said. “The Den’s high volume and limited space made it an ideal pilot location, and we are now evaluating similar solutions for other sites.”

Despite the change, some students don’t believe the lockers were necessary. An anonymous student expressed skepticism about the need for such an update.

“I understand that having the lockers is a lot more convenient for the customer and the worker, but I don’t think having to buy lockers for food is the best idea for them,” they said. “They could have just made a better system to work around the pickup system and delay issues they have when orders are waiting.”

Second-year student Ava Lipinski also thought the new lockers were inefficient.

“I feel so bad for the workers,” Lipinski said. “There’s lines of food ready and a line of tickets waiting to be made, but they can’t do their job because of a useless machine that just wastes everyone’s time.”

Instead of waiting at a crowded counter, students can now scan their QR code to retrieve their meals, reducing wait times and the need for staff assistance. Beyond improving efficiency, the lockers also help address food safety and theft concerns. Previously, orders could sit out for up to 90 minutes, creating potential safety risks. Now, if an order isn’t picked up from the lockers within 15 minutes during peak hours, it is removed from the locker and the student must reorder. Similarly, when students accidentally take the wrong meal, it must be remade, which can delay service for others.

“Food theft has been a recurring concern,” Kimball said. “Based on historical tracking, an average of a couple dozen orders per day required remaking, often due to customers unintentionally selecting the wrong order or occasional instances of theft. Having them on a counter with easy access may have encouraged some unauthorized pick-ups. The current system helps ensure that the correct individual retrieves each order, reducing unauthorized pickups while improving efficiency and the overall customer experience.”

First-year student Rhea Soni commented on the new lockers after using them for the first time after spring break.

“I think implementing the new Den lockers was very helpful because it made getting your order a lot quicker and allowed the workers more time to work on orders,” Soni said. “It also prevents the issues in the past where students would grab orders that weren’t theirs.”

Before selecting Apex, the university evaluated several locker systems but found that many required separate apps or didn’t integrate with CWRU’s existing meal plan. After first encountering the technology at a conference and visiting another university using a similar system, CWRU Dining Operations finalized the locker plan and began minor construction. The old service counter was removed, and the lockers were delivered and installed in under two hours, while the IT department established the network connectivity behind the scenes.

“The selected solution fully integrates with Transact, including both our point-of-sale system and

mobile ordering platform, ensuring a seamless workflow,” Kimball said. “Additionally, as we explore expanding our reusable container program into retail locations across campus, this solution is already integrated with our current partner, Usefull, which supports a more streamlined and scalable implementation.”

Despite the new addition, the familiar atmosphere of The Den isn’t expected to change. Students can still grab a meal and sit with friends, while those in a hurry can quickly pick up their orders from the lockers. The lockers have been added without changing many of the existing processes, helping one of the busiest late-night dining spots on campus run more smoothly.