Very few companies can achieve great things in the long term if they are not constantly evolving. Companies in the hospitality industry are no exception, and digitalization also holds great potential for improvement in this sector.
Last Exit GmbH is an established company in the catering industry based in Aachen, Germany. The company, which combines bistro and pub in its concept, operates several branches, one of which is even located in a theater. With a diverse range of catering establishments and a broad customer base, Last Exit GmbH is an important player in the regional catering scene.
Managing and running these venues efficiently is a challenge that requires good organization. Analog and inefficient processes cause unnecessary delays and increase operating costs, negatively impacting overall productivity and customer service.
Before the start of the project, Last Exit GmbH was faced with several challenges. The processes for purchasing and production at the various stores were not synchronized. There was also a lack of comprehensive digitalization of work processes. The individual locations worked in silos and there was no networked inventory management or centralized management of the restaurants.
The existing POS system was not working properly and there was a lack of reliable data on peak times and other information relevant to operations. There was no evaluation of existing key figures, making it difficult to carry out an analysis in order to make adjustments to optimize ongoing business.
Many processes were still carried out on paper, particularly in the financial area. In addition, receipts and other documents were printed out and managed manually, which led to inefficiency, unnecessary costs and errors.
This manual handling required a lot of time and effort from the employees, who could have concentrated on customer-oriented activities instead. It also slowed down customer processing, which had a negative impact on their satisfaction.
Paper-based management of finances also meant that tracking expenses and income, generating reports and performing analysis was tedious and time-consuming. Errors in manual data entry could easily be overlooked, leading to inaccuracies in financial reports and potentially incorrect decisions.
Furthermore, the physical storage of documents requires additional administrative effort as well as storage space. If the documents were lost or damaged, it was often difficult or even impossible to recover the information, which meant additional risks for the company.
The reliance on paper also meant that access to important information was limited in terms of time and location.Documents had to be physically transported, which slowed down the speed of internal communication and made collaboration between the various branches more difficult.
Furthermore, since the Covid pandemic, Last Exit GmbH has operated its own web store where meals can be ordered for collection. This was also not connected to a central system, which made warehousing and production much more difficult. Dishes for consumption in the restaurant and takeaway come from the same warehouse, but the outgoing goods for online orders were not recorded digitally.
The production of dishes in the store was also negatively affected by these inefficient processes. Orders from the web store were not automatically included in production planning, which led to misunderstandings and delays in the kitchen.
In addition, catering businesses such as Last Exit GmbH must comply with strict legal regulations, including the principles for the proper keeping and storage of books, records and documents in electronic form and for data access (GoBD).
These regulations require complete documentation and archiving of all business transactions, which is a major challenge with paper-based and non-integrated digital processes.
The webshop's lack of connection to a central system made compliance with these regulations considerably more difficult, as the manual recording and management of data was prone to errors and required additional checks.
The regulations of the tax authorities (FinV-K) also place requirements on the transparency and traceability of business processes. A central, digitized solution would help to meet these regulations more efficiently by enabling automated, error-free recording and archiving of all relevant data.
Overall, these analogue processes impaired the company's efficiency and flexibility, hindered growth and reduced competitiveness in an increasingly digitalized market environment.
The project pursued several goals, but the main objective was the comprehensive digitalization of the company. The analog administration was to be replaced by a modern, digital system from kkvision. The aim was to improve operational processes and reduce costs.
By modernizing and centralizing the systems in use, Last Exit GmbH could not only improve the efficiency and accuracy of its internal processes, but also ensure that it met all legal requirements, which would ultimately lead to better operational performance and increased customer satisfaction.
For example, invoices were to be digitized so that customers could access their receipts using a QR code. Another aim was to establish data synchronization between the various branches and points of sale in order to improve merchandise management.
Conversion to paperless catering: Processes are to be digitalized in order to significantly reduce paper consumption.
Digitization of communication: Communication between the kitchen and the counter, or the provision of shift schedules, for example, should be digital and therefore more efficient.
Improving inventory management, including purchasing forecasts and stock management: A new system for managing stock levels and purchasing forecasts is to be introduced.
Mapping the production chain in the system: The entire production chain, from recipe to production, is to be digitally recorded and managed.
Digitization of financial accounting: Financial processes are to be digitized in order to simplify and speed up accounting.
Improving reporting and marketing: New tools for data analysis and marketing are to be implemented in order to make informed decisions and reach new customers.
Redesign and connection of the web store: The webshop is to be relaunched and fully integrated into the ERP system and booking system.
Automatic bookings: Incoming digital invoices, for example from suppliers, are to be recorded and booked automatically.
Accordingly, a complete overhaul of the administration, merchandise management and financial accounting was planned. New and better software was to be implemented and set up. A new POS system as well as CRM and ERP software were planned. In addition, the web store was to be completely overhauled.
In addition, the operating processes had to be slightly adapted so that the team and the operating processes could cope with the new software.
HubSpot is to be introduced to create more opportunities for marketing and attracting new customers. The tool cuts a fine figure when it comes to professionalizing the digital marketing of a business. Especially when it is connected to an ERP, as in this case, so that a wide range of reporting options are also available.
Communication was one of the key factors for the success of the implementation.
The implementation of the project was characterized by strong cooperation between both companies and their project participants. Regular appointments and appropriate software enabled a constant and close exchange between the customer and kkvision. As both sides were involved in the implementation, a high level of transparency had to be created.
To further promote collaboration, two important tools were used for the project: Figma and Slite.
The design template was created in Figma. It could also be used as a common basis for collaboration thanks to its comment function. This software allowed the teams to work together asynchronously in the CMS Hub and communicate about important aspects of the project.
Slite is a tool that can be used both as a knowledgebase and as a written documentation tool. We used it to collaboratively capture notes and for written coordination.
The ERP should be functional, reliable and user-friendly. It had to be able to connect to various software solutions and at the same time meet the specific requirements of the food service industry, where factors such as perishability of goods play a role.
We chose the ERP MyFactory, which met these requirements.
It is a cloud-based ERP system that offers high flexibility and scalability through its modular architecture and API integration. It includes central functions such as financial management, supply chain management, production planning as well as sales and customer relationship management.
Thanks to modern encryption and role-based access control, MyFactory ensures that data is protected and complies with current data protection regulations.
Advanced features include business intelligence with real-time reporting, seamless integration with CRM systems and full connectivity to e-commerce platforms such as WooCommerce. The user-friendly interface and mobile access options ensure intuitive operation and high user acceptance. Regular updates and comprehensive technical support ensure that the system is always up-to-date to support users in their business processes.
The POS system needed to be overhauled and modernized. The customer needed a product that could be integrated with other software solutions and meet the specific requirements of the hospitality industry. The numerous processes, which were carried out analogue and caused unnecessary effort and costs, were to be streamlined through options such as paperless billing and synchronization with the ERP.
For example, it is possible to store the kitchen recipes with the corresponding quantities. As a result, the reduced stock level per cooked dish is automatically recorded each time an order is placed. This automated adjustment of stock levels is intended to improve ongoing operations by simplifying them and making them less susceptible to human error.
It also enables forecasting to be carried out in order to plan operations on a data basis. Additionally, it makes it easier to identify discrepancies between stock levels and orders placed.
The Speedy software from kkvision was recommended as a solution. The product offers a wide range of functions at a low price. For example, there is the option of exporting data for accounting and tax consultant systems such as DATEV.
It also offers strong options for connecting to other programs via an interface. It can be set up on all Android devices and has a user-friendly and fast user interface. These features are particularly important in the fast-moving hospitality industry.
The agile project team consisted of a project manager, his deputy and several developers for the technical implementation. This is a common constellation for projects of this type and size, which has proven itself in numerous previous projects.
In order to ensure constant communication and transparency, a weekly coordination meeting was set up with the client. Upcoming issues were discussed and queries clarified, for example to clarify adjustments or limitations.
In addition, acute issues that required coordination and could potentially block the progress of the project were discussed at short notice by email, video call or on site.
The planning of the project included several stages:
Analysis and planning: Determining the specific requirements and objectives.
Design and development: Definition of the software architecture and integration of the systems.
Implementation: Introduction of the new systems into the workflow. Process adjustments if necessary.
Test and adaptation: Review and optimization of the systems.
Training and support: Instruction of employees and provision of support during operation.
Various challenges arose during implementation. These included the usual project complexity that can occur when creating a smooth collaboration between multiple programs. However, through close collaboration and regular communication, these challenges were successfully overcome.
In addition, one of the most important tasks was to select the appropriate software stack to meet the technical requirements, customer wishes, ease of use and price expectations. In the initial phase, our market knowledge, combined with our strong commitment to research, enabled us to find the tools to create the ideal setup for successful implementation.
As IT specialists, our main task was the detailed planning, correct implementation and configuration of the selected software. It was important for us to involve the customer right from the start in order to inform them about the possibilities and limitations, as well as to enable close coordination with the customer regarding the configuration.
In detail, the following solutions were implemented:Speedy for the POS system.
MyFactory as an ERP system.
HubSpot as a central tool for marketing.
The content management system WordPress & WooCommerce for the webshop.
Creation of a DATEV integration for financial accounting in MyFactory.
The solution we developed for Last Exit is based on the networking of various input devices such as iPads, smartphones and POS devices. These are used in the various departments of the branches and enable orders and billing to be carried out directly during customer contact. These input devices are seamlessly networked with the Speedy POS system, which is connected to both the store system and the ERP system via interfaces.
The input devices are not only used to process orders, but also as a means of communication for internal and external purposes. Employees can use these devices to discuss work schedules, express individual purchasing requests and answer inquiries from customers or suppliers. This communication is recorded via an API in the ERP system MyFactory, so that all relevant information is centrally available there.
By integrating the input devices, updates can also be made from the kitchen via an electronic device in real time. In addition, when an online order is received via the store system, the order information is automatically transmitted to the Speedy POS system, ensuring efficient and smooth processing.
All the threads come together in the MyFactory ERP system: Information on purchases, communication and orders is collected in one central location and can be viewed at any time. This provides a comprehensive and transparent overview of all important business processes and promotes the company's efficiency and responsiveness.
The new ERP system chosen by kkvision has significantly improved the way Last Exit GmbH works. Efficiency has been increased, errors reduced and processes optimized. The managers can now check, manage and control the branches from anywhere in the world with an Internet connection.
The Speedy POS system is stable and only minimal adjustments to work processes were required. Employees spend less time on tedious, time-consuming and repetitive tasks, allowing them to focus more on customer service and the attention to detail that is so important to the restaurant business.
The measurable successes include significant time savings, cost savings and performance improvements. The switch to paperless processes has also contributed to sustainability by reducing the consumption of printer paper and thermal paper, which is considered hazardous waste. In addition, evaluations of key figures can now be carried out to optimize operations based on data.
The close cooperation and continuous exchange of information enabled us to work transparently. The customer was always informed about the current progress and expenditure, which gave him good control over the costs and results of the project.
The expenses for the project were amortized in a very short time due to the improved processes and data-based decision-making.
After implementation, our CRM agency provides ongoing support, training and regular updates to ensure that the systems always function optimally.
It is not unusual for unforeseen situations to arise after the introduction of several new software solutions. There are also frequent queries from customers and their employees, who first have to familiarize themselves with the new system landscape.
It is important to us to offer fast and reliable support after the “go-live” phase. We provide support to ensure that ongoing operations continue to run smoothly.
There are already plans for future projects to further develop the ERP system and integrate additional functions. In addition, Last Exit's success to date means that it is likely to plan further branches, which will need to be subsequently and digitally integrated into the company.
Due to the success of the project so far, the satisfaction of the customer, as well as the expertise of kkvision and their knowledge of the software used, the future plans of Last Exit GmbH will also be implemented with kkvision.
KI, CRM & Kundenservice - ein unschlagbares Trio. Entdecken Sie, wie Sie mit ChatGPT-Prompts Ihren Kundenservice und Ihr CRM auf das nächste Level heben können.
ERP & CRM form the basis of a digitalised company. In this article, you will learn what is behind these terms, which factors need to be taken into account when introducing them, and how they can help...
Einleitung