CASE STUDY - Don Sacanto Cafe & Grill
- FREEPOS PH
- Sep 20, 2017
- 5 min read
Don Sacanto is a small home-styled restaurant situated in Tandang Sora Avenue QC. Its specialties are mainly pasta, steak and its Drip Ice Coffee. It opened to serve people passing into and entering nearby communities and subdivisions. The setup is using traditional waiters, a counter and a separate kitchen. It started out with 1 counter, 1 waitress and 2 people in the kitchen with the counter multitasking depending on the number of tables occupied.
ORDERING PROCESS
BEFORE
The waitress will take the customer order after they sit down on the table. She will then write it on a piece of paper and pass it to the counter POS for recording purposes and using the same copy she will go to the kitchen and pass it to the cook. The ordering process is a total of 3 steps. This whole 3 steps has to complete before going to the next table as to lessen the confusion and errors usually encountered by the crew.
Problems:
It takes time to pass the paper to the counter for recording and pass it again to the kitchen for cooking (3 steps)
Waitress may write correctly but maybe misinterpreted by the counter and/or the kitchen which leads to the wrong menu item being served and food wastage
The problem multiplies significantly when there are more tables being served (peak hours)
Very stressful environment for the crew at times when customers come in simultaneously
AFTER INSTALLING LOYVERSE POS AND LOYVERSE KDS
In order not to buy additional smartphones, the crew and the counter has volunteered their own iPhone and Android Phone to act as a POS. The owner has an old NEXUS 7 2013 tablet which will be installed in the kitchen to serve as the Kitchen Display System (KDS). This setup saved the owner the cost of buying 2 smart phones and 1 tablet.
With the Loyverse POS, the waitress can just now click the buttons to select menu items and upon saving assign the table number. Just immediately after saving, the orders automatically display in the kitchen (using Loyverse KDS) for the cook to prepare. She then proceeds to the next table to take another order. It became very simple.
Every weekends the owners children come and help out with the restaurant. The youngest a 9 year old boy helps takes orders (customers are fond of kids!) from time to time and uses the phone POS. It's easy to learn that even kids can use it properly.
RESULTS
The ordering process becomes 1 step instead of 3 steps
Waitresses can now take orders immediately and proceed to the next table. There is no need anymore to pass to the counter and the kitchen. This gives more attention to the customers who want to take their orders urgently.
Both the waitress and counter can function independently. There is no more need for a dedicated counter personnel.
Less stress for the crew and manager
More time can be spent in improving customer service
BILLING PROCESS
BEFORE
Customer will ask for a bill. Waitress will go to the counter, print the receipt and show it to the customer. If there are any errors, waitress will go back to the counter reprint the bill and show again to the customer. If the bill is cleared, customer will then pay and wait for the change.
Problems:
Waitress will have no knowledge of the bill until she goes to the counter. Customer will have to wait for the bill to be printed for verification.
The process to clear the bill will take some time and the customer will wait some more.
If you have a few waitresses and many customers who want to bill-out, other customers will have to queue longer to get their bill.
AFTER INSTALLING LOYVERSE POS AND LOYVERSE BACKOFFICE
With Loyverse POS which the waitress always carries around with her, she will be able to show the bill instantly on her screen. This allows for corrections to be made on-sight until the waitress converts the order to a receipt from her device. Once the order converts to a receipt it will be printed in the counter for the waitress to give to the customer. It is also possible to print the receipt on site if you carry a battery operated bluetooth printer.
RESULTS
Customers does not need to wait for the waitress to come back from the counter to show the bill
Error corrections can be done on sight and frequent returns to the counter can be avoided. This will make the billing process faster for the current customer and other customers waiting for their bill.
CUSTOMER LOYALTY PROGRAM
BEFORE
None. Owner wanted a loyalty program to give customers for free but it would be very costly to manufacture the magnetic card, buy additional card readers and integrate the card to her existing POS.
AFTER INSTALLING LOYVERSE POS AND LETTING CUSTOMER INSTALL THE LOYALTY OCEAN APP ON THEIR PHONE
The idea would be to push the loyalty program to the customer. However, to let the customer get attracted to the offer the manager put leaflets on every table for the customer to see in which if they install the Loyalty Ocean app on their phone and enroll in their customer loyalty program they would be given 10 points (or 10 pesos discount equivalent) when they bill out.
They would also get additional points (1% of their total bill) every time they visit. They just need to show their QR Code (inside Loyalty Ocean app) to the waitress during billing. Loyverse POS and Loyalty Ocean have a seamless integration to make the process very simple. We also just discovered that our customers can receive their receipts in their Loyalty Ocean app. Now customers can appreciate the effort of the restaurant owner to award them points for every visit they make and the owners only burden is the cost of printing the small leaflets.
SALES MONITORING AND ANALYSIS
BEFORE
Using their existing desktop POS the owner will have to physically go to the restaurant and open its sales reporting tools and view the reports. If she is outside, she would always wonder if the restaurant if performing good or bad and would call or message his staff for the progress. A lot of times they would be busy and cannot attend to her concerns immediately. Their desktop POS only have basic reporting tools and she cannot export the data to Excel for her further analysis.
AFTER INSTALLING LOYVERSE BACKEND AND LOYVERSE DASHBOARD
Using the Loyverse Dashboard app, the owner can now view sales reports anywhere from her phone. The useful feature she likes when she is away is that she can view the per hourly sales charts to see which hours of the day that passed the restaurant has performed.
During her free time she is using her laptop (also connected to the internet) to open the Loyverse Backend webpage and view more advance sales analysis and show the generated receipts. Furthermore she can export it to her favourite Excel analysis tool.
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