Business Case study: Rockfish with Zonal Case study: Celtic Collection with
Events have become much easier to manage and also more profitable for the Celtic Collection since it implemented a dedicated event management software solution from FanGo. Historically at
Post-pandemic customer service at Rockfish’s seafood restaurants and online seafood markets requires multiple touchpoints and various devices that all hang off its EPoS system. Across the group’s outlets on the coasts
of Devon and Dorset is a Zonal technology solution, implemented to deliver business efficiencies and an exemplary guest experience. Mat Prowse, operations director and co-
founder of Rockfish, says: “The technology we implemented needed to be something that is slick, works simply in the background and doesn’t interfere with anything that we offer. Technology for any business in this day and age is a really important factor to consider. In restaurants especially, it’s all about the guest experience.” The order and pay app has become an
important part of the business, with consumers more open to this kind of technology that delivers efficient service during busy sales periods, ensuring an improved overall experience and boosting customer satisfaction. Meanwhile, for customers still wanting face- to-face service, Zonal’s handheld ordering solution enables staff to avoid taking orders manually and having to re-key them in at a fixed terminal. These various touchpoints are integrated within both the main EPoS and inventory management function, thereby ensuring staff are always up to date with availability of menu items. This is particularly important to Rockfish as its menus change daily dependent on the fish caught that morning. Since the EPoS feeds
22 | The Caterer | 28 April 2023
“The technology we implemented needed to be something that is slick, works simply in the background and doesn’t interfere with anything that we offer” Mat Prowse, Rockfish
directly into the kitchen management system, there is no misunderstanding of orders, nor lost or damaged tickets. Glenn Tait, product director at Zonal, says:
“Being able to offer customers a seamless dining experience is vital to Rockfish and having fully integrated front of house and back of house technology is key.” The integrated nature of the EPoS
system enables it to collect data from all parts of the business, with the resulting insights proving invaluable in shaping the business for the future. “Having such detailed, real-time oversight of a number of areas within the business, including real-time stock levels, detailed sales reports and spot checks at the click of a button, enables the business to deliver efficiencies such as cutting wastage as well as helping identify trends and sales patterns to help fine-tune the offer and boost sales,” says Tait.
the Celtic Manor Resort in Newport, events, especially at Christmas, were labour intensive. Ticket sales would arrive via phone or email, along with the subsequent chasing of deposits and final payments. Manual collection of food and drink pre-orders using paper forms was time-consuming and all this data needed to be inputted into numerous spreadsheets for sales and operational purposes.
Bringing in FanGo in 2019 enabled the
streamlining of the entire booking and pre-ordering process, and simplified manual tasks such as table planning, tracking dietary requirements or allergens and revenue allocation. Everything from bookings to food and drink pre- orders, payments to automated reporting is taken care of, with reduced admin for both staff and guests, plus the bonus of becoming cashless. Guests no longer need to spend time calling to book tickets or collating menu and drinks choices into spreadsheets, nor are they restricted to working hours but can instead book online anytime that suits them. The fact the system can take bookings 24/7 not only drives sales but also avoids missed sales opportunities.
Case study: Chopstix with Access
Fast-growing quick service restaurant brand Chopstix selected Access EPoS to ensure its technology keeps pace with its ambitious expansion plans. During this growth phase, the company will benefit from a centralised system enabling future acquisitions to be added as easily as possible. With more than 90 restaurants across the UK
and Ireland, a further 10 under its sister brand Yangtze, and a programme of site openings in shopping centres around the country, Chopstix had found its former system lacking. Issues with the likes of reporting, monitoring
the cost of sales from its menu and accurately measuring levels of wastage led the company to bring in an EPoS solution from Access. Chopstix head of finance James Cowan
says: “We knew that a lot of big businesses already used Access EPoS, so were confident it would provide the scalability we needed as the business expanded. We needed the reassurance that we could switch on a new site and it would be up and running on the system as soon as it went live with minimal manual input.” The company also wanted to get as much
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