Having reliable and totally integrated hospitality management systems becomes critical and that was the case for national pub operator Stonegate. So when the company rolled out a new software system to its 614-strong estate, effective change management was the name of the game.
The rollout, which took three months to complete, involved the installation of Zonal’s Aztec POS solution into Stonegate’s 2,500 plus terminals, together with the introduction of Zonal’s system in both back and head office and the complete integration of the company’s loyalty scheme and app.
Commenting on the implementation, Stonegate’s chief financial officer, Dave Ross said:
“We were looking for a partner that was able to implement a new system quickly and effectively with minimal impact on our dynamic business and training was key.”
The ambitious rollout programme included a 40 site trial, to identify any teething problems, followed by a rapid implementation phase, with 50-60 sites converted per week.
To ensure all sites were installed and ready for trading, Zonal – an accredited Learning & Performance Institute (LPI) training provider – hosted a bespoke training session prior to conversion. On the day of switchover, Zonal was on site early, to get the pub up and trading and stayed until the end of the day to support with cashing up. A week after launch, Zonal returned to the venue to ensure all systems were working efficiently and to provide any further training.
“This was a major investment for us, which required minimum disruption to the business. Having a Zonal representative on site on day one was extremely important to make sure that the pub could continue to trade and that the team were supported through this important change. The Zonal helpline was key to ensuring our team had the right back-up and support,” said Dave.
Zonal’s head of learning & development and implementation, Craig Hamill said:
“We work closely with our customers to develop a solution that fits their business and culture. For Stonegate, delivering the project on time was crucial with limited disruption to the business.
“Training is an essential part of our service that sets us apart from our competitors. In addition to our on-site training, our dedicated training team provide company specific e:learning modules, that are particularly targeted at multiple operators. Our training covers a whole suite of topics that are vital to running a smooth, efficient and customer focused operation. From our Innovation Centre in Abingdon, we also host bespoke LPI accredited courses.”