We will work closely with you from day one, providing you with peace of mind through our comprehensive and intensive support process. Depending on the size of your business you will 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 table management system.
Our robust project initiation, roll-out and onboarding process includes the following milestones:
An initial kick off meeting is held with your liveRES 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 the discuss your table management requirements to gain a better understanding of your business, including any integrations needed (such as Feed it Back) as well as any training needs for your team.
This important milestone communicates the agreed key dates in your onboarding process. Examples of important dates include training dates and locations, installation of your reservation software, 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.
During this phase you will be asked to collate data such as existing table bookings, customer data, table plans for your venue and staff details from your system. Our specialist Data team will work closely with you to build and format the data, so it can be configured onto your till.
In the next stage of the project, the Zonal project consultants will install your reservation system onto your till (if using a Zonal EPoS system).
At this stage the Project Manager or a subject matter expert will provide you with a demonstration of the product followed by product credentials / access to conduct user acceptance testing (UAT). Feedback should be provided on what works and what doesn’t so those changes (if required) can be made to improve the overall design and usage of your solution.
Your Project Manager will also agree a date for training at a time and location that works for you and your team. Training will take place on your own database/kit to ensure the management team have a good understanding of your reservation system prior to install.
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.
At this stage, your go-live and roll-out dates are finalised, ensuring that you are all geared up and ready to go for when your system goes 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.
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.
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.