08 NEWS
EAT TRANSFORMS OPERATIONS WITH CLOUD IT
F
ood chain EAT recently migrated to Google’s cloud computing- based Apps productivity suite. The 100-store retailer migrated to online collaboration and communication suite in July 2010 as a more fl exible, cost-effi cient alternative to its legacy Novell GroupWise systems.
But the company has found its adoption so successful, it is exploring the transformative affect of the online software suite in conjunction with Google’s Android mobile operating system on more wide-ranging processes in its business. Rene Batsford, EAT head of IT, told
Retail Technology Google’s on-demand model eliminated the hardware and software overheads, like storage, licences and maintenance. “The IT team can focus on helping the business operate more effi ciently rather than having to buy and maintain tin,” he said. About 500 of EAT’s 1,700-strong
workforce can now access their fi les, email, calendar and contacts online, where some managers have been
issued with HTC Desire Z handsets running Android to enable them to spend more time in stores, on the shop fl oor with customers and staff. Batsford added that accessing
business systems and tools in the cloud has enabled the business to move towards more mobile working, where they are using Google+ for greater collaboration and Google Talk with webcams to hold virtual meetings. “For instance, we’re looking at an expenses mobile application in Google Marketplace: you take a picture of the receipt, categorise it and send it to accounts for authorisation,” he said. “It streamlines the process and helps the user be more effi cient. They
like it as it allows for consistency of experience across devices and browsers. There’s no drivers to reinstall or licences to manage and its use can be authorised and deployed rapidly.”
Staff are also using Google Docs as another way to support improved business processes. Projects, like store openings, which must be completed alongside day-to-day operations, are now organised in a standard task- based format. Batsford said this has saved some staff up to four hours a day.
He also said the project management time savings harnessed with Google Docs is enabling the company to open more stores, more quickly.
“The next big thing is analytics.
We’re looking at trying to bring dashboards into reporting and forecasting. Mobile is also important,” Batsford concluded. “It’s not just another channel, it’s part of a strategic vision to maximise the benefi ts of cloud.”
PIZZAEXPRESS ADOPTS LIVEBOOKINGS SYSTEM
PizzaExpress has adopted online reservations and marketing platform, Livebookings to offer its customers a fl exible and simple way to book a table in its restaurants. PizzaExpress has rolled out
the Livebookings platform to 385 restaurants nationwide. The real- time booking system integrates with the restaurant’s point-of-sale (PoS), which means every type of customer booking from online to over the phone can be managed centrally, giving PizzaExpress greater visibility and control of its customer data. Unlike competitor products, the Livebookings solution does not require any additional hardware – a key benefi t for restaurants with multiple sites.
RETAIL TECHNOLOGY JULY/AUGUST 2011 Rebecca Farrer, head of
brand innovation at PizzaExpress, explained: “We wanted to give our customers choice and make booking as easy as possible for them. With Livebookings, diners can book a table when it is convenient for them. Whether it’s a family out for lunch, a work party or a special celebration, the system manages all types of bookings. We can use this intelligence to improve the customer experience and maximise the number of bookings available in each restaurant.”
The adoption of the integrated booking functionality also follows the launch of a new PizzaExpresss iPhone application that, among other
things, gives customers the option to pay their bill automatically via their smartphone.
PizzaExpress worked with
long-term IT partner Torex on the development and design of the app’s customer journey from the very beginning. It provided consultancy throughout the process on how to extend the capability of the PoS systems to a mobile experience, as well as the services needed to integrate the app into its 370 UK restaurants.
John Sullivan, IT director at PizzaExpress, commented: “We’re confi dent that the app will be successful and we’re looking forward to future developments.”
◆ E-ShopBrokers, an online retailer specialising in the latest technology products, has chosen UK independent payment processor SecureTrading to manage its payments processing. SecureTrading enables e- ShopBrokers to accept credit cards, debit cards and other online payment methods via the most reliable and secure internet payment gateway.
◆ Analyst fi rm Gartner recently said customer relationship management (CRM) continues to be the largest market for software-as-a- service (SaaS). SaaS revenue within the CRM market is forecast to reach $3.8 billion (£2.3bnm) in 2011, up from $3.2bn (£2bn) in 2010. It also expects SaaS to represent nearly 32% of the CRM market’s total software revenue in 2011.
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