Expansion is on the menu of The Snug Kitchens & Cocktails and having the infrastructure in place to manage growth is vital.

So six years ago, Snug decided to bite the bullet and invest in an EPoS system that had the flexibility to grow with them.  On recommendation, they turned to Zonal and now all nine of their friendly neighbourhood pubs, across Hertfordshire, Buckinghamshire and Cambridgeshire, have Aztec EPoS.

Snug’s Business Intelligence Manager said:

“Zonal’s experience of the hospitality sector, and pubs in particular, is second to none.  We had confidence in the stability of the technology and team, who are so knowledgeable and give us great service and support.”

Zonal’s Aztec EPoS system hosts a collection of business modules, ranging from Finance, people management through to stock and promotions that enables operators to run an efficient and profitable business.

“The systems make the day-to-day running of the business easier and more structured, we use many features within Aztec to ensure accurate, real-time reporting and business insight.  The exceptional reporting abilities through Zonal’s Dimensions Management Reporting software also allows us to create and circulate performance reports quickly and easily,”

Snug has also invested in Dimensions+, which is an extension to the Dimensions reporting module that comes as standard as part of Aztec EPoS.

“Dimensions+ is extremely intuitive and mines data quickly, so that we have more time to focus on our business… The old adage ‘a picture speaks a thousand words’ relates to Dimensions+ as it does the same thing for spreadsheets, transforming data into a graphic, which is great to share with employees.  It’s a game changer!”

In addition, Snug has introduced Zonal’s handheld ordering system, iServe.  It gives front of house teams the tools to deliver a slick customer experience, by providing them with access to Aztec EPoS functionality on an iPod or iPad. From anywhere within a Snug bar, team members can take orders, print and process payments, providing superior customer service.

They continued:

“Our teams have welcomed iServe as it helps reduce the time to take an order and minimises the risk of making mistakes.  Also, because it’s integrated with Aztec in real-time, our teams can access stock availability, pricing and the latest promotions, giving them the confidence to interact with guests.

“It’s incredibly intuitive, so new team members can pick up the device and get started almost immediately.”

For Snug, the ability to integrate and add programmes, such as loyalty and table management, to the existing EPoS system is vital.  However, next on the Snug agenda is Zonal’s Purchase to Pay solution, soon to be rebranded Acquire, giving the ambitious bar operator tighter control of their stock control, ordering and the price they pay for goods.

Always looking at ways to drive sales, Snug is also looking to introduce Gift Cards to further enhance the service it offers guests.

“There is so much potential with the Aztec EPoS and we have just scratched the surface.  We have a great relationship with the Zonal team and they are very good at holding our hand and making sure we don’t jump before we can walk.  They are always on hand to answer any questions we have and we always get a quick response from the team at the Help Centre.

“We look forward to working very closely with Zonal over the coming years as our businesses grow”

National casual dining restaurant operator, Strada, has teamed up with Zonal, to meet the demands of modern day diners, increase speed of service and ease payment methods.

Strada has four sites with big ambitions of growth for the coming three years, and wants to ensure that its’ technical infrastructure is up to the challenge.

Strada’s CFO said: “We had an outdated till system that wasn’t giving us the live data that we needed to operate efficiently and meet the demands of modern day diners in terms of booking, speed of service and ease of payment.  Zonal’s integrated Aztec EPoS system gives us the foundations on which we can build a fully integrated hospitality IT package that supports our teams and enhances our customer experience.”

For Strada, having the confidence to work with a business that continuously invests in innovation, offers a partnership approach, comprehensive training and hands on support together with the capacity to scale was key.  Zonal ticked all the boxes and the Strada team has been impressed with the service it’s received to date.

Each Strada venue, stretching from Edinburgh to Portsmouth, has installed an Aztec EPoS solution, with iServe and Zonal’s Card Payment System (ZCPS).

iServe is Zonal’s handheld EPoS Solution, which offers access to Aztec functionality on an iPod or iPad. iServe allows orders to be processed faster and tables turned around quicker with staff visits to the till reduced.

“iServe has been a hit with our front of house teams, especially those sites with large outdoor areas, it gives them greater control and they spend less time running backwards and forwards to the till, freeing them up to serve customers and better manage tables.”

With consumers demanding a faster finish, payment has also become a crucial part of the customer service journey. Research shows customers’ time is the most precious commodity of all and they expect a speedy reliable seamless payment solution.

Fully integrated with Aztec, ZCPS offers improved speed of service eliminating the need to re-key amounts, providing an overall quicker processing time.

 “We have definitely seen the benefits of providing our customers with a speedy and flexible payment process. It simplifies settling bills, especially if groups of customers wish to split the total cost and only pay for what they have individually ordered,”

As for the future, Strada values the input of Zonal’s new product development team who have the knowledge and skills to bring genuine added value to the group’s expansion plans.  “We are a tight team at Strada and to employ dedicated technical development specialists isn’t an option, so to be able to tap into this responsive resource is invaluable,” they explained.

Having embedded the new technology, Strada is now considering its next move with Zonal.  The management team is considering introducing Tables and Kitchen iQ to further improve the customer experience.

Zonal’s Tables system, manages and optimises seating and reservations, which is tightly integrated with Aztec and the customer database, providing key information such as visit history and loyalty as part of the booking and check-in process.  It helps operators, such as Strada, plan staffing rotas, maximise table turnarounds and ultimately enhance the customer journey.

And Kitchen iQ is designed to help improve speed, quality and accuracy of service and transform the overall dining out experience.  It provides a comprehensive kitchen and service management solution that delivers visible real-time information to both kitchen and service staff. The versatile system can be tailored to the needs of any operation and, as it’s also fully integrated with Aztec software, it completes Zonal’s unique service tool chain.

“We are taking one step at a time and making sure we have embedded the first stage of our Zonal solutions. We plan to build on this as our business grows and functionality becomes available or becomes right for us to implement”

Integration of systems, especially the link between drinks and food orders and room bills is a major issue for hotel operators, accounting for thousands of pounds in lost revenue annually.

Leading Cornish and Devon hotel operator Brend Hotels has checked out a new hospitality solution from Zonal that seamlessly bridges the gap between front and back of house.

Brend Hotels operates 11 award winning luxury venues across Devon and Cornwall that specialise in providing stylish accommodation.

Due to the organic growth of its business, Brend Hotels had been using a combination of systems including standalone tills provided by a local POS supplier. Each hotel had been operating as a single site with no holistic view across the entire estate, or comprehensive reporting at an enterprise level.

“Due to the nature of our business growth, we wanted to create a system that would give us greater visibility on performance across our developing estate, so that we could identify issues and opportunities for growth. We needed a solution that was flexible, efficient and cost effective, that would integrate seamlessly with our existing infrastructure and grow with us. And, we needed to work with a company that really understood hospitality.”

Tony Clarke, Brend Hotel’s IT Manager

Brend Hotel’s previous systems had been unreliable and were not integrated with its Property Management System (PMS) making it difficult to post charges to customers’ rooms resulting in a sustained loss of revenue. This issue played a significant part in the decision to partner with Zonal.

In 2005 the company appointed Zonal to install its Aztec EPoS front and back of house system in its hotels, integrating with Brend’s existing PMS system for room postings.  Currently five locations now use Aztec, including a beach-side cafe at the Saunton Sands Hotel, Devon.  The system connects to the hotel for room charges, enhancing the overall customer experience.

 “This was an important development for our expanding business and we needed to work with a professional and reliable supplier that could support us every step of the way. Zonal’s experienced team provided hands-on installation and on-site support that was invaluable in creating a system that adds real value to our business.”

More importantly, Zonal’s system was flexible enough to cope with the demands of a multi-site hotel operator. Simple to install and operate, the system was easily configured to respond to the different needs of each hotel.

As a further extension to its systems Brend Hotels recently installed Kitchen iQ, Zonal’s kitchen management system in the Terrace Lounge and Bar at its Saunton Sands operation.

With Kitchen iQ, seven screens have been installed in the kitchen, and a pager facility implemented to indicate when orders are ready, which has already improved operational efficiencies and speed of service.

“The initial Kitchen iQ trial has been really positive with a marked improvement in customer satisfaction and the turnaround of orders. The Zonal team has been on site to install the equipment and train our team so that they understand the benefits and how it can improve the overall customer experience. It’s this professionalism and reliability, together with an in-depth understanding of hospitality that has made Zonal a valued supplier to our business.”

Looking ahead, Brend Hotels is determined to exceed its customers’ expectations and maintain its focus on quality service in unrivalled surroundings.

“Although our customers don’t see the systems behind the scenes, they play an integral role in making sure that we deliver a great experience. From checking in, to room charge posting and the accurate and efficient delivery of food, we now have a system in place that not only delivers robust reporting but improves customer satisfaction levels, which in an increasingly competitive marketplace, is a real bonus.”

Anglian Country Inns is seeing a return on its investment with Zonal Retail Data Systems, since introducing EPoS into its six pubs 2.5 years ago.

Featuring a range of award winning pubs, from high end gastro to family friendly and high street venues in Norfolk and Hertfordshire, Anglian relies on its Aztec EPoS system to give clear, real-time visibility of its business.

Managing director James Nye said: “Despite being a small operator, we have an eclectic mix of pubs, with food at the heart of each business.  Despite these challenges, Zonal has worked with us to introduce an EPoS system that has the flexibility to work across each site.   We are already reaping the financial rewards of our investment with 2% increase on wet margin, tighter stock controls and costings and improved staff scheduling.”

The Aztec system sits as the centre of the business, from which Anglian is building an integrated single management system.  To date, the company uses Zonal’s back office systems such as purchasing and time and attendance.

Zonal’s Purchase to Pay solution, Acquire  gives multi-site businesses such as Anglian, tighter control of their stock control, ordering and the price they pay for goods.

With the Aztec module, Time and Attendance, it’s much easier to manage staff information and create rotas that meet the different needs of each site.  James explained: “We introduced Time and Attendance just over a year ago and it integrates really well with our labour management software S4. Rather than basing our decisions on a hunch, we now have accurate data to ensure that we have the correct numbers of staff at the right time, which ultimately improves the quality of service we give our customers and drives loyalty.

“The need for paperwork has been severely reduced and although there is more process for our managers to follow, it saves time and improves efficiency.  Because the data is more accurate, it helps them do a better a job, freeing them up to focus on our guests.”

So what’s next for Anglian?  Having reaped the benefits of an EPoS solution, Anglian is now working with Zonal to develop an integrated loyalty programme.  They are also looking at ways in which they can combine their training and HR, so that everything is synchronized.  “We see loyalty as a key motivator to drive business, as consumers increasingly expect to be rewarded with relevant and personal offers for their ongoing custom.  Having a single customer view, which EPoS gives us, enables us to tailor our deals to meet individual needs.

“Working with Zonal has been a rewarding experience and nothing is too much trouble.  Having the singular EPoS platform on which we can build is a very good solution.  Whatever your size, even if you’re just starting out, I would recommend investing in a quality EPoS system, as it’s the very heart of your business and you are more likely to succeed in the long-term than if you try to get by without one,”

Far from taking it easy, bar, café and restaurant group Loungers has been growing at quite a pace since its foundation 16 years ago.

Demand for its laid back winning formula of providing great food and drink in relaxed, comfortable surroundings, has seen Loungers extend its reach beyond its Bristol heartland to more than 120 venues nationwide under its Lounge and Cosy Club brands.  A further 25 sites have been earmarked for this year.

With such ambitious expansion plans, Loungers required a technology partner focused on the hospitality sector that could respond to the needs of an increasingly complex business. So, in stepped Zonal.

Loungers Central Operations Manager, Alex Marsh, said:

“We have a very simple formula, where orders are taken at the bar, but with our rapid growth we needed to take more control of our operating costs and reporting systems.

“The Zonal team not only had relevant sector experience, but their Aztec EPoS system gave us the integrated solution we were seeking.  It offers a range of modules, giving us detailed and timely reports, with up to the minute performance data for each site.”

One of the key modules that Loungers opted for is Zonal’s Acquire, an intuitive end-to-end online purchasing management system which fully integrates with Zonal’s stock solution, giving powerful real-time stock info at the point of order.  Furthermore, Acquire helps achieve efficiencies in every part of the business.  Head office benefits from central control over suppliers, product catalogues and availability, reporting and invoice reconciliation.   Site teams benefit from more efficient, accurate ordering and stock control, with the convenience of being able to order online 24/7 from any mobile technology. And for suppliers, full integration offers massive order processing efficiencies.

Initially, alongside Acquire, Loungers opted to implement their wet products into the stock module within Aztec, but since the autumn of 2017 the business has implemented food too.

Alex explained:

“The wet side was easy to implement and almost immediately we saw a several percentage point uplift in our wet sales gross margins, so it has more than paid for itself.

“The food element has taken time, as the devil’s in the detail.  The more accurate the data you input from the outset, the better the picture you paint of your business.”

For Alex and his project team, they put in the groundwork by covering all aspects of the food business from yield to recipes.  “I’m not going to lie, it was a painstaking task, but the effort has paid off,” added Alex.

Zonal provides a solution for each step of the eating and drinking journey, find out how we can help your business by contacting us on the below form.

Operating four popular entertainment venues on the busy campus of The University of Hertfordshire, the Students’ Union decided it was time to seek an intelligent technology partner.

After a competitive pitch, Zonal was enrolled at the university that is home to over 25,000 students. The four venues located on the College Lane Campus include two nightclubs, a bar and pub and attract at least 8,000 students every week.

A Licensed Trade Manager at the University said: “Our existing till system was not delivering the data we required, so we needed to explore alternatives. We initially approached Zonal because of its reputation in the hospitality sector and the pedigree of its clients.

“We were impressed by Zonal’s EPoS solutions that included integrated chip & pin functionality as well as having a comprehensive support structure in place, giving us the confidence to move forward”

To date, Zonal has installed 22 Aztec controlled terminals with chip & pin card readers. The Students’ Union is now benefiting from accurate, real time business reporting that is proving invaluable in terms of making the business more efficient and profitable through the Aztec head office and site software installed by Zonal.

They added: “The Aztec EPoS system has provided us with central control and access to data rich sales analytics which is key to identifying our customers’ spending habits. It is early days, and we are still getting to grips with the stock taking system, but can already see that this will deliver dramatic efficiencies and therefore profitability for our businesses.”

The University of Hertfordshire Student Union has plans to extend the system to include loyalty, which is so important to an offers focused student population. Research by Zonal and CGA Peach supports this approach with almost 40% of 18 to 24 year olds visiting a bar or restaurant’s website before visiting to check out the latest deals. And 73% want loyalty schemes that reward them with offers tailored to their preferences.

“Loyalty was a key part of our brief and we were impressed by Zonal’s cost effective but impressive loyalty package. We will be adopting this across our estate when the new academic year starts this September”

Fully integrated with EPoS, Zonal’s Loyalty module gives hospitality outlets a powerful insight into customer data enabling them to operate tailored customer programmes around preferences, frequency of visits and products purchased.

Loyalty programmes can be created to incorporate schemes such as collecting points, accumulate cash back or receive bonus items or discounts.

“Overall we have been delighted with the service we have received from Zonal who have taken the trouble to get to know our business and specific needs. The support helpline is excellent and the training has been very thorough”

And with mobile savvy customers, the University of Hertfordshire will also be exploring Zonal’s mobile ordering app solution.

iOrder is a ‘virtual waiter’ that allows customers to browse, order and securely pay for food and drink from the comfort of their table. It is fully integrated with the Aztec EPoS system, which means there is no additional work for operators, and displays real time promotions, menu pricing and product availability whilst linking with other app functionality, including loyalty schemes.

However, what makes iOrder unique to other solutions is that it can be completely personalised to a company’s brand, a vital element to build customer loyalty and confidence in mobile ordering.

When premium holiday park company Haulfryn appointed Zonal to design an EPoS solution for its bars, restaurants and shops, it soon realised the technology could do far more to improve efficiency across the whole business and generate new revenue streams.

Haulfryn operates 34 exclusive holiday and residential parks throughout Wales and the South of England, many of which have won awards for the quality of their accommodation and service.
The company was looking for a front-of-house EPoS system to manage retail sales on its parks and share sales data easily with the company’s Microsoft NAV accounting package. But as well as making transactions and stock-taking easier, eliminating the need to double or triple-key sales information into head-office systems and improving the quality and timeliness of reporting information received by the parks’ food and beverage managers, the company is now using Zonal’s technology to underpin its long-term growth.

Steve Lattimore, Haulfryn’s IT Implementation Project Manager, explains: “We quickly saw that there was much more capability in Zonal’s system that we weren’t yet using; tools that would improve the way we worked and help us to understand our business in ways that could make a real difference to our bottom line.”

Merchandising and marketing

The company began using the system to analyse retail sales, in order to gauge which areas of its stocking and marketing strategy were working

“Zonal’s technology allows us to see exactly where our cash is coming from, so we can understand without any ambiguity which events, guest ales or new premium products work and which need to be removed, revised, or marketed more heavily,” says Steve.

“This level of control is great for our business because it allows us to make quick decisions that improve our business based on clear, accurate, up to the minute information.”

Leisure

Zonal’s system is also helping Haulfryn to manage its thriving leisure business, which offers customers a range of activities including white water rafting, canoeing and cycling as part of the Hoseasons Go Active scheme.

Haulfryn Group

“Our leisure business is set to benefit significantly from the technology,” explains Steve.

“Not only will it allow customers to book sessions and plan their trip from our website before they arrive, but it will also enable us to create staff rotas that reflect demand, so we’re never over or under-staffed, and that is great for cost-efficiency.”

“Zonal works for our business because of its ongoing investment in evolving its solutions and continual commitment to embrace modern technology to help companies like Haulfryn operate more efficiently and harness new revenue streams,” he adds.

When national restaurant operator Bistrot Pierre was looking for a technology partner to nurture its ambitious growth plans, Zonal was the natural fit.

Founded in 1994 by Robert Beacham and John Whitehead, Bistrot Pierre has grown rapidly from its original roots in Nottingham to nationwide Bistrots from Harrogate to Plymouth.

Firmly focused on great value French dining and freshly cooked food, the business has strong brand recognition and has carved out a niche in the premium casual dining sector of the eating out market.

Bistrot Pierre’s Finance Director told us: “With our unique brand proposition we wanted to make sure that we offered our customers the very best service and food standards possible.”

“Technology was a key enabler and we quickly realised that Zonal had a grip on the critical issues that could impact and enable our growing business.”

“Zonal’s management team is very hands on and they have dealt with issues that we have come across and are able to suggest suitable solutions” they added.  The ability to easily access and crunch data has been invaluable to the team. Bistrot Pierre’s own customer insight has been enhanced with Zonal’s own data.

For example, recent research by Zonal and CGA Peach showed that restaurant guests dislike waiting when ordering, paying and in particular waiting for their food to arrive. The use of mobile devices is seen as a good way to overcome these frustrations and Le Bistrot Pierre is in the process of introducing Zonal’s iServe into all of its outlets.

“Zonal’s experienced team worked closely with us to develop a solution to help us to facilitate this growth.”

“The extremely reliable Aztec EPoS system gave us good central control and access to sales data, key to identifying our customers’ wants and needs. We were able to feed the data easily into our accounting system, streamlining the process and improving efficiency.”

Throughout its expansion, the ability to tap into industry expertise was really important to the Bistrot team.

“As a growing business, It’s always good to work with like-minded people who really understand what you are talking about and your business needs.”

iServe, is a cost-effective replacement to the traditional order pad, which can be installed on any iPod touch to create a versatile handheld EPoS terminal. Team members can take orders, print and process payments from anywhere in the venue, providing a superior customer experience.

With iServe orders are processed faster and tables turned around quicker whilst staff visits to the bar and kitchen are reduced, giving the team more time to focus on delivering a great customer experience.

“We know that technology is the key to unlocking our future potential and solutions like iServe give us a real competitive edge. It responds to consumer concerns over waiting times, which we know is one of the biggest factors to consider when eating or drinking out and makes things much simpler for our team”

Whilst decreasing transaction time, iServe can also drive spend per head through upsell prompts and link with Zonal’s Tables and Loyalty systems to deliver a truly integrated solution.

Stuart McLean, Zonal’s chief executive said: “Our research shows that operators like Bistrot Pierre who adopt technology will achieve a real competitive advantage. It’s all about using the data and systems to give customers what they want, an efficient, personal and enjoyable experience.”

Hollywood Bowl Group is the UK’s number 1 bowling venue, boasting 61 sites across the country. Hollywood Bowl Group sites combine bowling with amusement machines, licensed bars and snack bars to provide their customers with a whole evening of entertainment in a single venue.

Powerful reporting

Leisure and hospitality have always been a close partnership. Zonal bring that partnership closer together by supplying a management system that integrates fully with the Lane Management System used by Hollywood Bowl Group. The Food and Beverage Manager at Hollywood Bowl Group feels that the biggest failing of their previous EPoS system was the lack of reporting tools and the inability to analyse business performance. “Zonal’s Back Office software means that the manager now spends less time doing admin and more time doing other things, speeding up all business processes”. Indeed when managers spend less time in the office doing paperwork, they can concentrate on running the business and identifying ways to make more money!

Zonal’s Dimensions reporting tool is fully customisable allowing Hollywood Bowl Group to view detailed reports on all aspects of their business. As Hollywood Bowl Group’s business grows and changes, so too can Dimensions reporting. Dimensions had been configured to report on the issues that affect Hollywood Bowl Group today, but they were particularly impressed by having the power “to tailor this tool to their needs”.

Thorough user training

Training is a crucial part of modern computerised business. Zonal excel in this field and Hollywood Bowl Group were particularly impressed with the structure of the training courses and Zonal’s training facilities. Zonal’s training courses cover all aspects of installation, site setup and day-to-day tasks and each course has been written in such a way that it can be used both to learn about the system in a training environment and as reference material during live installations.

Detailed stock control

“Zonal has an excellent stock control system”. Hollywood Bowl Group is well aware of the importance of careful stock control and Zonal’s system is so powerful that they can obtain accurate stock reports in real-time – the back office PC produces reports that are accurate to within 5 seconds. Hollywood Bowl Group can also analyse stock movements to identify fastest selling lines and the responses of customers to promotions. This way if sales are moving slowly they can introduce extra promotions mid way through the trading period to boost sales.

Mobile EPoS handheld terminals

Handheld terminals come into their own in the bowling environment. Bowling is a group activity, so nobody wants to be the one to go to the bar. However, with handheld terminals your customers don’t need to go without a drink and you don’t have to miss a sale. Sales staff can take orders without taking anyone away from the action and waiting staff can deliver the drinks. Teamwork that can keep your customers happy and your business booming!