Finding the right solution

As a quick service restaurant Eddie Rockets are constantly looking at ways to reduce queue time, speed up order taking and reduce errors throughout the serving process. Eddie Rockets did not previously have hand held units in place in their diners but decided to invest in wireless waitressing technology to enable accuracy of ordering, reduction of error, reduction of dockets and also to speed up the payment process. The team set about researching a series of hand held products from different suppliers - none of which fitted the requirements of Eddie Rockets, as they were not ruggedised enough and had a short battery life. Eddie Rockets restaurants are open 7 days a week, 11 hours a day so battery life is a crucial factor! Captiva Software, a successful Dublin based IT reseller introduced Eddie Rockets to the CASIO IT-10. The company has over 10 years experience in the industry and work very closely with their clients to find a solution that works.

The CASIO IT-10 is designed and built for vertical applications. It is water-splash proof; dust proof and rugged allowing it to withstand rough handling particularly in severe conditions and crucially has a long battery life. The removable rechargeable battery pack has a capacity of 2,300 mAH which provides up to 24 hours of continuous use from a single charge. The high resolution screen gives superb clarity to the waiting staff. The unit is also compact and lightweight, allowing easy handling and fits in a case that sits perfectly around the waist.

Adapting to change

As with any new advancement in a company, especially technology, there was initial resistance to change. The adaptation process was helped by the fact that the Captiva Software solution is extremely user friendly, which allowed Eddie Rockets to transition flawlessly from a paper based waiting service to a fully wireless process. Prior to the installation the waiting staff manually took orders at their tables, they would then leave the table and walk to the kitchen with the food order leaving the dockets on the counter for the chef to fulfil. If there was a drinks order this would need to be sent to the bar, only when this was done could the staff member return to the floor where the process began again.

Speed of order

By introducing the CASIO IT-10 solution by Captiva Software the waiting staff can now serve two or three tables in a row without going into the kitchen, enabling the staff to better manage their time as well as improve customer service. Once an order is taken, it is processed in real time to the kitchen printer – the waiters name, table number, order and order time is shown. At the same time the drinks order is sent to the bar printer and the customer is also left with a full copy.

Overall Benefits

Ultimately the system has made a more efficient and transferable waiting process, allowing staff to manage their time, reducing the length of stay in the kitchen/ bar areas and increasing their customer focus. The staff have also seen an increase in the speed of service from the beginning of the meal to paying the bill at the cashier desk. The system eliminates the risk of the cashier under ringing an order and has also given management confidence that all transactions are captured in the system and can be efficiently reported on. Previously the chef could potentially receive up to 8 hand written dockets per order. This has now been eliminated completely as all orders are printed in the kitchen, reducing the likelihood of an incorrect order going to a table and maximising the use of the chefs time in the kitchen.

The system also reduces the chances of an order being missed or of staff fraud, giving management a greater sense of security. One of the major areas of opportunity is upselling – being able to maximise table space and waiters time. All in all the outcome of the wireless system has been extremely positive. “Eddie Rockets chose Captiva Software as they presented us with the best solution for our needs. The benefits of their solution are countless including an increase in speed of service and overall user friendliness.” Jonathan Parkhill Operations Manager Eddie Rockets