We will work closely with you from day one, providing you with peace of mind through our comprehensive and intensive support process. You will immediately be assigned a Project Manager who will be there to guide you through the set up and implementation process. You will also receive your own dedicated Account Manager, matched to your specific sector, who will be your first point of call throughout your partnership with us.  Our Account Managers have extensive knowledge and expertise in the hospitality industry and are always there to help and support you to achieve maximum benefit from your EPoS system.

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Our robust project initiation, roll-out and onboarding process includes the following milestones:

Project initiation

An initial kick-off meeting is held with your Zonal Project Manager and the key people on your team. At this initial meeting, we provide you with an outline of the roll-out process and discuss your specific EPoS requirements, including any integrations as well as determine any training needs for your team.

Confirmation of project dates

This important milestone communicates the agreed key dates in your onboarding process.  Examples of important dates include training dates and locations, install date, and of course your go-live date. In this phase a Statement of Work and configuration will also be completed and signed off which will cover the commercials and risks associated with the project.

Data collation

During this phase you will be asked to collate data from your existing systems such as menus, recipes, purchase lines, till layouts, and staff details. Our specialist Data Team will work closely with you to build and format the data, so it is ready to be loaded into your new EPoS system.

Data build and validation

In this next stage of the project, the Data Team will build and load the data into your new EPoS. Once the initial build is completed, a remote data validation meeting will be arranged with you to walk through the data build and make any required changes.

Equipment ordered and shipped

Your Project Manager will be in touch to confirm your equipment requirements and finalise the order.  All your equipment is then dispatched from our manufacturing site in Scotland and shipped to you.

Training

Training will take place on your own database/kit to ensure the management team have a good understanding of your EPoS system.

Pilot roll-out

Depending on the agreed approach, this could be within a pilot site(s) or a full roll-out.  The Zonal Project Manager will ensure all required resources are lined up and ready to go ensuring the business has all support available to make the day go smoothly.

Roll-out planning

At this stage, your go-live and roll-out dates are finalised. Your Project Manager will also agree a date for training at a time and location that works for you and your team, ensuring that you are all geared up and ready to go for when your system goes live.

Go-live

Full support is provided on your go-live date by your dedicated go-live support team, whether remotely or on site at your location, to ensure the day goes as effortlessly as possible.

Hypercare support

For the first two weeks following your go-live date of your EPoS system a dedicated post-deployment training and support service will be available to provide assistance on all areas of functionality to continue your smooth transition to your new system.

On-site training

After you’ve been trading with your new system for a week or so, further training on our function-rich modules is provided on site.

Support promise

Your dedicated Account Manager will continue to be your first point of contact throughout your partnership with Zonal. Further support and training on all our products and services is provided by our Edinburgh-based, technical support centre 365 days a year from 8am-midnight.

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If you require further support and training after your project onboarding, our dedicated support centre based in Edinburgh covers all our products and services and is available 8am-12am, 7 days a week, 365 days a year.

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