The family of restaurants has almost 70 sites across six distinct brands, with a further 30 sites in the UK and abroad operating under a franchise model.
As the impact of 2020 lockdown hit hospitality, Boparan expanded further with the acquisition of the Carluccio’s brand and 31 restaurants, in line with its strategy to grow its restaurant group with quality brands. Boparan Restaurant Group explained at the time, it recognised that “quality hospitality businesses will recover in the long-term as people return to eating out.”
Reacting to circumstances
As the Covid-19 pandemic appeared on the horizon, Boparan was quick to react. They wanted to ensure that operations could continue in some format in the short-term, but also knew that they had to prepare for a long recovery period. They, therefore, needed technology solutions that were compatible with its immediate trading needs as well as its ongoing commitment to providing quality hospitality as part of its long-term strategy for growth.
Boparan chose to run a click and collect service during lockdown, safely opening its restaurants for contact-free collection rather than relying on more labour-intensive delivery options. Customers were delighted and the order and pay solution introduced for this option paved the way for full reopening under social distancing guidelines once restrictions were relaxed.
Technology Planning for the future
Boparan partnered with leading sector technology provider, Access Hospitality to implement the order and pay option for click and collect sales. It provided an immediate solution to continue trading when dining in was not possible and nurtured ongoing customer loyalty.
But the true value of the order ahead capability is demonstrated by its integration with order and pay at table processes which are being introduced as part of the group’s measures to provide a safe trading environment within social distancing guidelines.
Boparan Commercial Director, Nick Smith commented “Rather than choosing an off-the-shelf programme, we chose to partner with Access Hospitality, as a market leading supplier to over 1,500 UK hospitality companies, to integrate the software with our existing technology. We have a proven and beneficial relationship with Access Hospitality, so recognised that they would provide a seamless, end to end solution that reflected our customers interaction with their favoured brand.”
The order ahead and order to table software provides a fully integrated process linked to existing systems and apps that build on customer expectations and loyalty across the sites it is operational in. “By taking the time to implement a customised system” added Nick Smith “it has enabled us to build on the loyalty of our customers and we are testing pay at table to provide further efficiencies and reassurance for customers who are now dining in.”
Custom integration provides exceptional service
The contactless order ahead capability developed with Boparan was a natural extension to their existing systems which included Access EPoS and Access Maintain facilities management. It enabled integration straight into the kitchen management system, without any double keying or additional staff training, allowing customers to order up to 48 hrs in advance, with automatic confirmation of orders.
The order at table capability has been phased into Boparan’s operations since lockdown was relaxed, enabling them to safely adhere to Government guidelines and best practice social distancing with maximum efficiency. As everyone adjusts to a new trading environment, integration of technology solutions is an essential element of simplifying processes and streamlining operations whilst continuing to provide exceptional service.