Haskins sows the seeds for growth with Zonal's EPoS

Introducing Haskins

Haskins Garden Centres have been blooming since the family business first took root in Dorset in 1882. Today, the Haskins family still owns the growing group of garden centres with five locations in Ferndown, Southampton, Roundstone, Farnham and Snowhill. In recent years the biggest area of growth has been the restaurant side of the business, making them not just a plant retailer, but a leisure destination too.

Founded in 1882 by Harry Haskins

5 locations in Southern England

15,000+ restaurant transactions per week

20%+ of total revenue comes from F&B

“We had a stand-alone catering stock control system to help with stock management in our restaurants. This system had four separate databases, one for each centre, and so data entry was duplicated four times.” 
Claire Viney, Systems Manager, Haskins Garden Centres

The business challenge

With a retail POS system controlling their hospitality function, Haskins were facing inaccuracies with stock, a lack of visibility on product performance and inefficiencies within their restaurants.

Restaurant staff had full access to the system and changed recipes to suit their own chefs, which resulted in their databases growing out of sync with one another due to no central control.

Haskins manually integrated this stock control system with their retail EPoS system tills. However, due to the limited functionality, they had to sell products generically. For example, they would sell a scone as a scone but couldn’t capture the flavour or any of the preparation that went into creating the scone. This not only meant that their stock control was inaccurate, but they also had no visibility of their best and worst selling items.

The current setup was no longer fit-for-purpose, and, looking ahead at expanding their estate from four to six sites, Haskins was looking for a dedicated hospitality EPoS partner to manage the thriving F&B division of the business.

“The fact that Zonal is also a family business meant they shared our customer-focused values, and that gave us reassurance that we would be taken care of.”
Claire Viney, Systems Manager, Haskins Garden Centres

The solution

After much research and a comprehensive procurement process, Haskins chose to work with Zonal as their technology provider. Impressed with Zonal’s EPoS and its ability to adapt to and grow with their business, they chose to implement Zonal’s EPoS terminals and handheld ordering iServe devices across their restaurants.

  • A powerful EPoS solution, designed specifically for use in hospitality environments
  • Cost-effective, reliable handheld ordering devices, allowing for team members to take orders and process payments from anywhere within their restaurants
  • Teams are empowered to carry out check backs at the tables, providing an opportunity for customers to top up their order with either a fresh cup of coffee or dessert
  • Improved efficiency and speed of service with faster, easier-to-use tech
  • Greater control over stock levels
  • Detailed analytics and reporting providing in-depth insight into product performance

“The reporting we can access is making a huge difference to the way we manage our business and our menus.  We can now see what dishes are popular and giving us the best margins and those that either need refining or taking off the menu.”
Ben Harrison, Group Catering Manager, Haskins Garden Centres

Results

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Speeds up service
Supports business growth
Robust reporting and insights functionality
Helps provide a seamless customer service
“If we do have any complaints, it’s usually about people waiting for hot drink orders while their food goes cold. It’s a common issue for our style of service, but handheld ordering will enable us to resolve this problem going forward and make this process far more slick, efficient and customer friendly.”
Ben Harrison, Group Catering Manager, Haskins Garden Centres

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    Rockfish sees Zonal's EPoS as catch of the day

    Introducing Rockfish

    Group of 9 seafood restaurants, based along the coasts of Devon and Dorset

    Aim to get the freshest fish as quickly as possible to their restaurants

    Founded and ran by best friends Mitch Tonks and Mat Prowse

    Won ‘Best Independent Restaurant’ twice at the National Fish & Chip Awards

    “Zonal has played its part in our growth and our success of the business, because it has really helped us deliver. It’s been a really solid platform to work with”
    Mat Prowse, Operations Director & Co-founder, Rockfish

    The business challenge

    The solution

    Having worked together for a number of years, Zonal’s solution has helped Rockfish create an overall picture of how the business is built, and will continue to help shape the business moving forward.

    Supporting Rockfish with a wide range of technology, such as our EPoS, Zonal provides a robust and reliable suite of solutions to help the team at Rockfish manage every aspect of their business – both front of house and operationally. In particular, Rockfish have benefitted from data capture and reporting functionality, providing them with detailed oversight of a number of areas within the business, such as stock levels and sales reports, enabling them to fine tune their business.

    For Rockfish, technology that simply works in the background and doesn’t interfere with their overall guest experience is incredibly important, as it allows their staff to provide excellent customer service and ensures their guests have a great experience in-venue.

    The addition of an Order and Pay app helped Rockfish adapt to the challenges faced during the pandemic, but has also added a valuable new ordering channel, responding to the needs of the digital diner.

    “The app, which has been really useful in recent times through people paying and reordering orders very simply. I feel smaller independents can really use this technology as well.”
    Mat Prowse, Operations Director & Co-founder, Rockfish

    Results

    Supports business growth
    Enables Rockfish to respond to changing consumer trends
    Robust reporting and insights functionality
    Helps provide a seamless customer service
    Supports customer data collection
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    Speeds up efficiency
    “Technology for any business in this day and age is a really important factor to consider. In restaurants especially, it’s all about the guest experience.”
    Mat Prowse, Operations Director & Co-founder, Rockfish

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      Hoburne Leisure Group: gains full visibility over stock management and reduces costs by 11%

      Introducing Hoburne Leisure Group

      8 coastal and countryside holiday parks across the UK

      Family business established in 1912

      Accommodation includes a selection of luxury lodges and caravans

      Offers the perfect holiday experience for all the family

      “We wanted one true source of data so that everything was speaking without the need for human intervention.”
      Ben Dalton, Group Retail Manager, Hoburne Leisure Group

      The business challenge

      The Hoburne Leisure Group were looking for an integrated purchasing solution that would give them visibility of live data across multiple sites, specifically what products were being bought, being sold, and at what price. They were faced with discrepancies between data, resulting in conversations being based on anecdotal information. Additionally, their staff were spending too much time on admin which could be spent elsewhere in the company.

      Integration to the EPoS and central access to data was essential

      Needed a solution that could help them manage their expanding supplier directory, track prices and volumes purchased

      Needed a solution that would allow them to keep up to date with allergen data in order to comply with legislation

      Hoburne Case Study Video

      The solution

      To improve their understanding of their purchasing and stock levels, The Hoburne Group selected Zonal’s Purchase to Pay solution Acquire.

      • A fully integrated Stock and Order solution
      • Real-time visibility over the whole supply chain
      • Tighter control over purchasing, eliminating the risk of over-ordering
      • Easy to manage and control product lists, pricing, and preferred suppliers
      • Full reporting capabilities to help make smarter financial decisions

      “Historically we were reliant on suppliers telling us the volumes that we’d purchased from them. I can now be proactive knowing the volumes we’ve had.”
      Ben Dalton, Group Retail Manager, Hoburne Leisure Group

      Results

      One solution to help manage purchasing decisions across the entire estate
      Greater insight into data allowing staff to identify what products are selling well and those that are not
      One centralised place to manage supplier data
      Real-time visibility of stock usage and repletion
      Staff now spend less time on admin more on delivering exceptional customer service
      Efficient invoice reconciliation and accurate financial information
      “We have seen an 11% reduction in costs, in both and food and beverage over the past three years”
      Ben Dalton, Group Retail Manager, Hoburne Leisure Group

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        The TBC Pub Company scales up with Zonal

        Introducing the TBC Pub Company

        Three sites: The Bridge Inn, Ratho, The Crusoe, Largo and The Ship Inn, Elie – Scotland

        10 beautiful, boutique guest bedrooms

        Winners of Scotland’s AA Pub of the Year

        Each with a unique venue, vibe and flavour

        “We were facing inefficiencies with checks being missed and walkouts – the whole solution was complicated for staff.”
        Graham Bucknall, Director, The TBC Pub Company

        The business challenge

        As champions of quality local and seasonal produce, the TBC Pub Company were looking to invest in a high-quality, integrated technology suite to match – to improve efficiencies and maximise revenues across their three sites and deliver an even better customer experience.

        • Searching for a user-friendly solution to replace their existing basic POS
        • Needed an effective booking solution to manage capacity, and reduce wait times
        • Were looking for a system to effectively manage room bookings and view customer accounts in one place.

        “Zonal’s back-office system is simple and intuitive for our front-of-house staff to use and has brought in tighter cash control – exactly what you’re looking for as owners of the business.”
        Graham Bucknall, Director, The TBC Pub Company

        The solution

        TBC Pubs invested in Zonal’s core EPoS solution to begin with. Having heard good things from previous users, they trialled a few systems and settled on Zonal. Since then, they have also adopted Zonal’s integrated payment solution, Order & Pay, Click & Collect, online bookings and table management, and our property management system, High Level Software.

        • A powerful EPoS with a good back-office system and a simple front of house user experience
        • Insightful reporting and business analytics
        • A centralised, cloud-based reservations diary, giving customers the ability to book quickly
        • Food and drink bills seamlessly integrated with room bookings
        • Quick and convenient ordering from tables
        • An intuitive property management system that seamlessly integrates food and drink bills with room bookings.
        • Greater visibility over customer transactions and reduced mistakes
        • A safe and superior customer experience across both their sites

        “When compared to other apps, we found Zonal’s to be much cleaner and easier to navigate; we found the cheaper apps didn’t look as professional, with only basic branding and customisation options. Our customers often say it looks like we built it ourselves, it looks and feels expensive!”
        Graham Bucknall, Director, The TBC Pub Company

        Results

        Implementing Zonal’s integrated solutions has given TBC Pubs a huge range of benefits across every level of the business.

        Tighter cash control
        Zero accounts or mistakes
        20-30% of outdoor orders processed via the order and pay app
        Pressure off day-to-day roles of staff
        Improved customer experience and satisfaction
        New click and collect revenue stream

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          New World Trading receives ``amazing guest feedback`` with innovative mobile experience

          Introducing The New World Trading Company

          26 unique award-winning venues across the UK

          Brands include The Botanist, The Florist and The Canal House

          Serving hand-crafted cocktails, award-winning cuisine and live music

          Named one of the fastest growing businesses in the UK

          Listed in The Times’ best 100 companies to work for

          “When it came to developing and looking at what else we could do for our guests, we started looking at a few different apps. The EPoS integration and the fact that we’ve got all that data in one place, was the most valuable.”
          Kat Vickery, Systems Manager, The New World Trading Company

          The business challenge

          The New World Trading Company wanted to engage, delight and reward loyal guests, enhancing their experiences in-venue, so they created the My New World concept. As keen innovators and explorers, the team at New World were looking to develop an engaging mobile app that incorporated a range of functionality including loyalty, order and pay and gift cards among many others.

          Integration to the EPoS and central access to data was essential

          Needed a solution that could cope with a comprehensive and multi-faceted loyalty programme, as well as user-friendly order and pay functionality

          Needed a provider who would be able to deliver a superior mobile user experience

          The solution

          After researching the market for solutions that would further enhance the guest experience, The New World Trading Company selected Zonal to deliver their technology vision.

          This included a mobile app incorporating Order and Pay and Loyalty – both integrated with their existing Zonal EPoS software.

          • Engaging, bespoke and multi-purpose mobile app
          • Site-specific information, menus and more in real-time via the app
          • Contactless Order and Pay functionality integrated with EPoS
          • Loyalty reward collection and redemption
          • Best-in-class technology providing robust, real-time management information across the entire estate

          “At the touch of a button I can get guest information and details about their previous spending habits, their current spending habits. We can target rum drinkers, gin drinkers and target them with something that is a specific reward to them.”
          Kat Vickery, Systems Manager, The New World Trading Company

          Results

          Feedback from guests has been amazing
          The relationship with loyal guests has been extended digitally beyond their visit
          Events can be promoted in real-time via the app
          A seamless, contactless order and pay experience in-venue
          Robust data and insights enable management to continually enhance and improve the overall customer experience
          “It saves the queues on the bar. It saves the stress on the bar and it’s a better working environment.”
          Stephanie Lloyd, Sales & Marketing Director, New World Trading Company

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            Butcher & Catch hooks up with Zonal

            Introducing Butcher & Catch

            An independent restaurant based in Sheffield

            Founded in 2017 by business partners, Liam Ridge and Adam Pearce

            Born from a desire to create a space where the experience is just as important as the food

            Provenance, quality and sustainability are the values that underpin the business

            “Our restaurant is not located on a highly trafficked road, it’s a destination restaurant, so immediacy and live availability to a reservations diary was key.”
            Adam Ridge, Co-owner and Founder, Butcher & Catch

            The business challenge

            Butcher & Catch knew that the ability to manage and control the volume and flow of bookings was vital for a successful launch and wanted to avoid any potential negative customer experiences due to overbooking.

            The restaurant is not located on a highly trafficked road

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            Live availability within a reservations diary was vital

            Wanted full control of over volume and flow of bookings

            Risk of overbooking on launch

            The solution

            Choosing Zonal’s all-in-one online booking and table management system, liveRES Tables, meant they could open with confidence, knowing that they had full control over volume and flow of bookings. They were also able to protect the business from any potential negative customer experiences due to overbooking, which in turn led to a totally successful launch.

            • An all-in-one online booking and table management system – liveRES Tables
            • A seamless, mobile-friendly reservations system that allows customers to book with confidence
            • A user-friendly system which means staff training is quick and painless

            “Using liveRES Tables meant we could open with confidence, knowing that we had full control over volume and flow of bookings. We could protect ourselves from any potential negative customer experiences due to overbooking, which in turn led to a totally successful launch.”
            Adam Pearce, Co-owner and Founder, Butcher & Catch

            Results

            Butcher & Catch now have greater table visibility and EPoS integration means that moving tables and juggling customers and tabs in-session is fast and simple.  By managing available booking times, they can fit in extra sittings, and therefore increase yield and revenue.

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            Control of volume and flow of bookings
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            100% visibility of in-session diners and table availability
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            Insight into trends and busy times to strategically plan available slots
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            Increased profits thanks to improved yield
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            A stress-free, successful launch

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              The Big Table Group future-proofs business with switch to Zonal EPoS

              Introducing The Big Table Group

              One of the UK’s largest independent restaurant companies

              Brands include Bella Italia, Café Rouge and Las Iguanas

              260 sites across the country

              Locations include leisure parks, shopping centres, airports and high streets

              Serving over 20 million meals each year

              “With a commitment to creating fantastic and memorable customer experiences, and recognising the growing importance of technology, we are keen to be at the forefront of technological innovation. We needed a solution that would future proof our business, give us new tools to engage with our customers, whilst providing robust management information.”
              The Big Table Group

              The business challenge

              On the back of a seismic period of change, The Big Table Group, which operates some of the UK’s favourite dining brands including Bella Italia, Cafe Rouge and Las Iguanas, recognised an opportunity to review and upgrade its current EPoS provision across the full restaurant estate.

              Significant period of change revealed a need to review and upgrade their EPoS system

              Were looking for a best-in-class, cutting-edge solution to future-proof the business

              Needed a restaurant EPoS solution that could deliver real-time insights to its operators

              “In the past two years, the business has been transformed. We’ve expanded significantly, investing in our existing restaurants, opening new sites and acquiring two businesses. As a result of this ambitious expansion, we chose Zonal to affect a step-change, providing us with a best-in-class solution and real-time management information on performance across our restaurants.”
              The Big Table Group

              The solution

              Following an extensive procurement process and evaluation, The Big Table Group selected Zonal to provide its entire solution. This included EPoS software used in over 16,000 hospitality businesses throughout the UK.

              • Award-winning EPoS solution rolled out to full estate
              • Pilot programme completed before rolling out to full portfolio
              • Best-in-class technology providing robust, real-time management information across the entire estate

              Results

              Zonal’s EPoS solution for restaurants provides The Big Table Group with real-time management information on performance across their entire estate, enabling them to plan effectively and make improvements that enhance the overall customer experience.

              Head office teams have total visibility over how the estate is performing
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              Complete control over their business
              Robust data and insights enable management to enhance the overall customer experience

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                Newcastle United FC victorious with new tech solution

                Introducing Newcastle United Football Club

                One of the UK’s oldest football clubs dating back to 1892

                St James’ Park has a seating capacity of 52,388

                Eighth largest football stadium in England

                Host to other large events including World Cup Rugby and music concerts

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                Sodexo responsible for food and event management service

                “Using contactless payment is a great way to reduce queues and improve speed of service and we are seeing a growth in demand for automated payments. For example, almost half of the 12,219 cashless transactions during our three World Rugby Cup fixtures, were contactless.”
                Claire Appleby, Commercial Manager, Sodexo

                The business challenge

                Due to the vast crowds of people attending the events at St James’ Park, Sodexo, Newcastle United’s food and events service provider, needed to be able to respond to customer demand as it occurred.

                No live business intelligence showing customer demand hotpots on the ground at peak times

                No insight into the behaviours adopted by fans and guests

                Wanted to tailor rewards and promotions to customers

                “The Zonal team is extremely knowledgeable and is able to serve up solutions that meet our very specific needs.  They are always on hand to offer support and are very much part of our team”
                Claire Appleby, Commercial Manager, Sodexo

                The solution

                The EPoS solution implemented at St James’ Park includes an integrated payment system, with integrated Chip & Pin and contactless functionality as well as a Loyalty system to enable them to understand their customers’ behaviours.

                “Zonal’s EPoS technology has revolutionised the service we offer fans and corporate guests, by giving us valuable live data so that we can respond to specific needs as they arise in the ground.  For example, we can move staff around the ground to peak areas and shift stock items, such as hot dogs, if they’re proving more popular on a particular station.”
                Claire Appleby, Commercial Manager, Sodexo

                Results

                Zonal’s technology solution for football stadia has provided Sodexo and Newcastle United Football Club with valuable live data feeds of activity hotpots during events through the EPoS system as well as valuable insight into the preferences and behaviours of fans and event goers through their Loyalty scheme.

                Live data feeds from the EPoS system gives them the ability to provide a responsive service for customers
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                Integrated chip and pin and contactless payment speeds up service
                Ability to tailor customer rewards according to customer preferences and behaviours

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                  Ambassador Theatre Group takes a bow with Zonal tech

                  Introducing Ambassador Theatre Group (ATG)

                  Founded in 1992

                  The UK’s largest theatre owner and operator

                  Operates more than 50 venues across the UK, the US and Germany

                  Portfolio includes historic West End theatres such as the Duke of York’s, Harold Pinter, Piccadilly, Savoy, the Apollo Victoria and the Lyceum

                  “Our sales activity peaks dramatically in the hour before a show and during the interval when staff can serve several hundred drinks in a very short amount of time, so they need to be well-trained to cope with these bursts of intense sales activity”
                  Buying Manager, ATG

                  The business challenge

                  With more than eight million customers passing through its doors every year, ATG was looking for ways to use point of sale technology to speed up sales in its bars and restaurants, to reduce queues before performances and during intervals, and improve their customer experiences. They also wanted to upgrade their financial planning and stock taking technology and take back full control of stock taking for all their bars and restaurants.

                  Another of ATG’s key requirements was to find a simple way to raise purchase orders for new stock electronically and replace the inefficient and unreliable paper forms theatre managers had to fill in by hand.

                  Drive more profit from every visitor

                  Control the huge quantities of sales data it generates daily

                  Paper-only purchase order forms were filled in by hand

                  External suppliers were paid to carry out stock checks

                  “A major benefit of Zonal’s approach to training was that staff and managers had lots of opportunities to practice using every function of the technology with experienced trainers on hand to guide us through every eventuality.”
                  Buying Manager, ATG
                  This is a Zonal EPoS system

                  The solution

                  ATG adopted Zonal’s EPoS technology, EPoS hardware with chip and pin devices, as well as an integrated purchase-to-pay solution across its box offices, bars and restaurants. ATG also invested in a bespoke training programme for each venue, which included a two-day management course, intensive live support on the day of installation and practical assistance for the first stock-take.

                  • A customised training and support programme was developed for each venue
                  • A new purchase-to-pay system with electronic ordering
                  • EPoS technology allowing staff to clearly identify drinks that have been pre-ordered
                  • Reporting providing intelligence on interval drinks performance by venue

                  “Adopting Zonal’s technology has enabled us to take greater control of our business than ever before and made it possible for us to view our company in a completely new way, based on clear facts that are easy to gather”
                  Buying Manager, ATG

                  Results

                  By implementing Zonal’s EPoS technology for theatres and investing in a thorough programme of staff training, ATG has significantly reduced interval congestion and increased the volume of sales. Their new purchase ordering system makes it much easier for their accounts team to process orders and means prices are always consistent and up-to-date. After a successful implementation, ATG is now trialling an integrated loyalty card system to gather information about customer buying behaviours.

                  Bespoke training has ensured staff have a thorough understanding of the system and the knowledge they need to train new members of staff.
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                  Venue managers can now create electronic orders for supplies
                  Increased sales during intervals
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                  A reduction in queues at the bar has improved the overall customer experience
                  Reports on interval drinks performance by venue are used to design initiatives to improve performance across all venues.
                  “Using the system’s sales reports, we can now see how each of our venues is performing at any time, and that is extremely important for us, particularly as we grow, to ensure we support every part of the group in the most productive ways. The intelligence we receive from the system at the end of every day, week and month is being used to inform our plans and helping us to develop new and effective ways of working and marketing ourselves.”
                  Buying Manager, ATG

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                    The Restaurant Group boosts revenue with click and collect

                    Introducing The Restaurant Group

                    Operates more than 650 restaurants and pubs across the UK

                    Major brands including Frankie and Benny’s, Chiquito, and Garfunkel’s

                    Operates a concessions business which trades in more than 70 outlets across 30 brands

                    Multiple award winners for innovation

                    The business challenge

                    The Restaurant Group wanted to give their customers choice and convenience through an integrated click and collect solution that did not put extra burden on venues.

                    “EPoS integration is the key to click and collect success. It means we can manage the flow of orders we receive, and seamlessly process each with the minimum of fuss.”
                    Director of Operational Excellence, The Restaurant Group
                    This is Zonal's click and collect solution

                    The solution

                    Zonal worked with The Restaurant Group’s internal web team to develop a unique, fully EPoS-integrated click and collect solution with a bespoke user interface and user journey.

                    • Menus are updated in real-time; reducing risk of disappointing customers if dishes are unavailable
                    • Venues can limit the amount of orders they accept at any given time, easing the strain on kitchen staff
                    • Future orders are stored in the system and only processed when it’s time for food to be prepared
                    • EPoS integration means no rekeying is needed

                    “Customer convenience is a crucial component of our click and collect service. Diners can securely order and pay for the food they want, when they want it, without putting any additional strain on our kitchen staff.”
                    Director of Operational Excellence, The Restaurant Group

                    Results

                    Click and collect has proved immensely popular with customers, and The Restaurant Group has since launched Click and Collect for sister brand Coast to Coast.

                    Now launched across 97 Chiquito and more than 200 Frankie and Benny’s sites
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                    Operators control how many orders are taken during certain times
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                    Real-time, site-level menu pricing and availability

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