CASE STUDY: Revolutionising Restaurant Service @ Rustlers

In hospitality, where impeccable service and operational efficiency are paramount, the team at Rustlers faced a significant challenge. In this case study, we dive into how the adoption of PowerEPOS at Rustlers, fostered a customer-centric environment and solidified their reputation as a top destination for exceptional food and service.

The Challenge

Jamie Puls, Restaurant Manager at Rustlers, had been facing significant challenges with the existing Point of Sale (POS) system. The system in use had become unreliable and lacked the necessary redundancies, leading to disruptions in service such as orders disappearing or not reaching the kitchen.

Rustlers, a restaurant known for its exceptional customer service and high-quality food, was hindered by the limitations of the outdated POS. The system's inflexibility prevented the team from customising it to align with their vision of superior service. Additionally, incorporating new products and efficiently managing the back-office tasks proved to be difficult. The shortcomings of the old POS were impacting the restaurant's reputation and overall operational efficiency.

Rustlers Owner Les pouring wine for a customer

The Solution

To address these challenges, Jamie and the Rustlers team decided to seek an alternative POS solution. After careful consideration, they adopted PowerEPOS as their new POS system. The transition to PowerEPOS brought about a range of improvements and solutions to the problems they had been facing.

Easy Customisation

The implementation of PowerEPOS proved to be remarkably simple and efficient. The setup process was straightforward, allowing the team to quickly adapt to the new system. One of the most significant advantages of PowerEPOS was its ease of customisation. Adding new specials or dishes became effortless, requiring just a click of a button. This flexibility allowed the Rustlers team to align the POS system with their changing menu offerings and promotions seamlessly.

Table Management the Rustlers Way

A standout feature implemented by Jamie was the use of PowerEPOS's table management capabilities. He configured the system to track service and devised a colour-coding system to communicate table statuses with the staff. For instance, when a customer faced an issue, such as an improperly cooked steak or missing drinks, the corresponding table on the PowerEPOS management screen would turn red. Simultaneously, an issue docket would be printed at the front desk, notifying the manager. Once the problem was resolved, the table's colour would transition to blue, indicating that the issue had been addressed but that staff should be extra attentive to this table. This real-time feedback loop facilitated efficient issue resolution and enhanced customer satisfaction.

Furthermore, the colour coding and status icons extended to identifying other situations such as customers being seated but not offered drinks, or if they ordered starters but not mains. The cohesive communication and visualisation provided by PowerEPOS helped the entire staff work together as a synchronised team to consistently track the customer journey. With up to 10 staff members on the floor at any given time, PowerEPOS fostered a collaborative environment, enabling them to provide an elevated level of service to customers.

At Rustlers, we're all about going that extra mile for our customers, and
PowerEPOS helps us do this. Plus, it's made things smoother and even reduced
the staff we need on those crazy busy nights.”

- Jaime Puls
Restaurant Manager

A tasty juicy Rustlers steak and sauce

The Result

The adoption of PowerEPOS brought about transformative results for Rustlers. The restaurant's service quality and operational efficiency significantly improved, leading to enhanced customer experiences and satisfaction. The table management and status tracking functionalities provided the Rustlers team with a continuous and comprehensive view of service performance throughout the restaurant. The colour-coded system not only simplified operations but also empowered the staff to deliver exceptional service to customers in a coordinated manner.

PowerEPOS's intuitive interface and customisable features allowed the Rustlers team to easily adjust to changing menu offerings and promotional activities. The system's seamless integration into daily operations eliminated the bottlenecks and limitations that the previous POS had imposed.

Takeaways

Ultimately, the combination of PowerEPOS's user-friendly design, real-time communication capabilities, and customisable features contributed to Rustlers' ability to provide a next-level dining experience. The consistent high-quality service resulted in repeat customers and positive word-of-mouth, further solidifying Rustlers' reputation as a go-to destination for exceptional food and service. Jamie and his team successfully harnessed the power of PowerEPOS to create a cohesive and customer-centric environment that continues to drive their success.

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