MERRYCHEF AND M&S
Leading UK retailer M&S has a long-standing relationship with Merrychef that goes back to 1998, when M&S opened its fi rst in-store café. “Our relationship with Welbilt has enabled
WE WORK
CLOSELY WITH CUSTOMERS, SO THEY GET THE RIGHT PIECE OF EQUIPMENT, THE RIGHT TRAINING AND SUPPORT WITH MENU DEVELOPMENT Colin Lacey
us to work closely together to maximize the equipment potential for use in our environment, and ultimately improve the service our customers receive,” says Sam Watts, café operations manager at M&S. “For example, working on cooking multiple products in the same oven, together, has enabled us to cook more products simultaneously and reduce wait times for our customers; conneX gives us the combination of fast cook times, a clearer user journey and the ability to instantly update menus fi les through Wi-Fi,” he adds. That relationship began small, but has blossomed over the years, and it serves as a testament to Merrychef’s strategy of building strong relationships. “It started with one or two pieces of equipment, then it grew,” says Lacey. “Once you’ve got the customer, they will come back to you if the support is right, and you make a diff erence to their business.”
Ali Group sister companies
controls for all Merrychef equipment. “It gives our customers a simple user experience, especially when it comes to training and cleaning of equipment,” says Lacey. “If you can use one piece of Welbilt equipment, you can use all of them because the symbols and logic are the same.” For Merrychef, connectivity is also a core
theme in the development of its equipment, and its latest conneX range makes menu customization quick and easy. “Putting a new item on the menu used to require a USB to be posted to every site,” Lacey explains. “Now, we can push a menu to an oven almost instantly using our connected equipment. It is very easy and doesn’t cost much – like a software upgrade on a smartphone – so it solves a fundamental problem for our customers.” T at customer-centric approach has made
Merrychef an ideal partner for large brands and new start-ups. In the UK, it has a large portfolio installed at Marks & Spencer (M&S) in-store cafés (see sidebar), but also partners
with new ventures such as Kudos Coff ee. “While it was scary to spend that sort
of money at the beginning, now it’s a no-brainer and in the next shop we’ve got two Merrychef ovens,” says Rob Good, owner and founder of Kudos. “It removes the errors from in-store
operations. Put it in the oven and you get the same result every time, especially with the same ovens all programmed in the same way. T e staff love it. T ey were blown away when they fi rst started to use the equipment, with its speed and simplicity. It is great to use and has made life easy.” Merrychefcan certainly claim to have the
best high-speed ovens on the market, says Lacey. “You see our equipment in Subway and Starbucks, but we have a philosophy of how we support customers that even applies to start-ups," he adds. “Just like other Ali Group brands, every
customer is treated with respect, and we aim to develop a relationship.”
BRAND WATCH 1950 2000
2022
Merrychef, part of Welbilt, Inc., joined the Ali Group this year
Merrychef has built its entire history on shaping the future
merrychef.com
Aliworld 51
Designed commercial microwave ovens, launching the fi rst combination oven in 1968
High-speed ovens launched with the world’s fi rst, and only, planar plume technology in 2007
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