Case Study
Onsz: x-hoppers unites teams and boosts sales
About Onsz
Onsz is a large modern tapas restaurant with five locations in the Netherlands. Offering an all-you-can-eat menu with over 80 different world dishes, Onsz restaurants are known for their wide menu, specialty drinks and cozy atmosphere.
"In the past, we tried installing tablets on the tables, but the system couldn't answer guests' questions and didn’t allow them to customize their order. For example, you couldn’t specify how you wanted your steak or check for allergens that weren’t listed. We also noticed that our waiters were less attentive to customers because they relied on the tablets."
Case Study
Challenges
As a large all-you-can-eat restaurant, Onsz Valkenswaard can seat 1,070 dinners thanks to its indoor and outdoor seating options. However, due to the size of its seating area, the restaurant struggled with slow communication between the guests, waiters and kitchen and bar staff.
Focused not only on not improving the bottom line but also on providing top-tier service, Onsz owner Rowald de Jong began searching for a solution.
Onsz started using robots to deliver food to the tables, speeding up the delivery process. However, the management team noticed that their waiting staff was still losing valuable time going back and forth between guests and the kitchen to answer important questions on allergens or simply to inform guests that their chosen dish was sold out.
These communication delays risked frustrating customers and cut into the time wait staff had to serve drinks, one of Onsz’s key money makers. As a result, Rowald and the management team began to look for a solution that could improve efficiency, boost sales and enhance the dining experience.
Instant, clear communication from every corner of the restaurant
Working with IT company pluscloud, Rowald decided to trial x-hoppers in the Valkenswaard restaurant, connecting staff via the headsets while also utilizing smart call points and computer vision integration and notification. In just two hours, pluscloud installed the system and had it up and running.
“Communication between the waiter, the bar and the kitchen is very important,” Rowald explained. “For example, if a diner has an allergy or intolerance, we can adjust a dish for them, and if something is sold out, we have 85 other dishes to choose from. With x-hoppers, all these
messages can be delivered instantly, so someone in the kitchen can speak into the headset and say, ‘We’ve sold out of sweet potatoes’ and instantly all the waiters are updated, saving time and boosting customer satisfaction.”
As for communication between guests and staff, Onsz already used computer vision to detect when customers enter the restaurant, but with x-hoppers, the alerts now play directly into the headsets. As a result, guests only wait 30 seconds before a member of staff is on their way to
the hostess desk.
Additionally, Onsz added x-hoppers’s QR code-based smart call points to each table, making it easier for guests to call for assistance.
“The QR codes are for the guests. If they want somebody to come to the table, they can scan the QR code and get the help they need,” shared Rowald. “And for us, as a company, it provides us with important data that shows if the staff is paying enough attention because if there are a
lot of scans, then that means our staff members are not being attentive to our guests’ needs.”
This, combined with other analytical data and the app, have also helped the management team coach staff even when they’re away from the restaurant.
“The app is a great tool for our management team. If there’s a question our staff doesn’t know the answer to, like how to make something without soya, our management team can quickly answer it via the app. They can also study the transcription and reports to see why one waiter is not selling as many drinks as another and use that information to help them improve and sell more.”
Results
Since implementing x-hoppers, Rowald has noticed some important changes at the Valenswaard restaurant.
“Our customer satisfaction is at an all-time high,” highlighted Rowald. “Guests rate us 9.7 out of 10 on Resengo, proving that the changes we have made meet our guests’ high expectations.”
But it’s not just customer satisfaction that’s up, efficiency and sales have also increased. “So far we have seen our workers save about 90 minutes a week each, on average*. Sales have also increased by 10%, and we expect that to rise to 15% as we continue to use the x-hoppers
system.”
As for Onsz’s future communication plans?
“In the future, we’re looking to roll x-hoppers out to more restaurants and even connect the central phone system to the headsets, bringing everything together.”
