**Chipotle’s Digital Makeover: From Fax Machines to a Tech Powerhouse**
In a world where people order food with a tap on their smartphones, one might be surprised to learn that just a few years ago, Chipotle’s online order system was running through… wait for it… fax machines! When Kurt Garner stepped in as Chipotle’s first Chief Information Officer in 2015, he encountered a quirky surprise. A staggering $22.5 million worth of orders were being sent via fax to the company’s 2,000 restaurants. That’s a lot of paper and ink! Garner recognized that this wasn’t just outdated; it was downright fragmented. One had to fill out a fax form, send it off without confirmation, and then still wait in line to pay. Talk about a recipe for frustration!
Garner knew that progress was essential. His mission was to pull Chipotle into the digital age. After stopping the fax frenzy, he shifted gears, determined to build a modern online space for the popular Mexican food chain. His dedication bore fruit, as online sales jumped from $225 million in 2015 to an astounding almost $4 billion in 2024, accounting for more than 35% of the company’s projected $11.3 billion revenue for that year. That’s not just an increase; it’s like turning a little taco stand into a digital fiesta!
Under Garner’s watch, Chipotle has sculpted itself into what he proudly calls a “multi-billion dollar growth engine.” With nearly 3,900 restaurants under its belt and a rewards program boasting 20 million active users, it’s clear that this digital overhaul is working. Even amidst tougher times for fast-casual restaurants, Chipotle stands out like a shiny burrito in a sea of bland sandwiches. They are one of the very few public companies with no debt on their balance sheet, which is a feather in their cap.
Garner’s remarkable growth strategies earned him a spot on Forbes’s 2025 CIO Next list, spotlighting the brightest minds in corporate technology. Despite Chipotle’s stock price dipping by 48% this year, Garner continues to be a key player. Observers note that the CEO is leaning heavily on Garner’s expertise in navigating the digital market. It’s no wonder that Garner holds a significant chunk of Chipotle shares, valued at over $42 million, along with a 2024 compensation totaling around $16 million. That’s some serious cash for a man who started his career answering phones for a mere $6 an hour!
But Garner’s journey began long before his Chipotle days. After earning a degree in economics from Ohio State, he dove into the food industry during a tough job market. His beginnings at Wendy’s shaped his understanding of service, teaching him that every job counts. Even a funky cartoon drawn by a colleague couldn’t stop his ascent in the industry. From refurbishing cash registers after Hurricane Andrew to launching mobile ordering at Starbucks, Garner’s path to the top is filled with determination and grit.
Today, Chipotle has more than 800 locations that feature special designs prioritizing digital sales, complete with separate lanes for pickups, aptly named “Chipotle lanes.” With 80% of new stores set to include these handy features, the chain is altering the way customers engage with their favorite meals. Garner’s journey illustrates that sometimes, the best way to serve others is by rolling up your sleeves and diving into the digital world. Chipotle didn’t just upgrade their tech; they upgraded the entire dining experience, proving that even a beloved burrito chain can pivot and thrive in changing times.
