Case Study: Achieving Best in ClassOperations for a Quick Service RestaurantChain Using the Zoku POS System fully

integrated with NetSuite ERP

IntroductionOur customer, a Quick Service Restaurant chain operating inSingapore, Malaysia, Australia and the U.S.A, decided toimplement NetSuite as its Cloud ERP in 2018. At the timethey were using a mix of Converge and Revel Point of salesoftware with a lot of manual work updating the back endsystems with the store data. During the implementation ofNetSuite, they realized that their Store Operations as well asDigital Channels would remain disconnected from their backoffice operations powered by NetSuite.

BusinessObjectivesThe customer wanted to achieve consistency across all its outlets, withfull visibility and control of all store and digital channel operations fromthe Headquarters. They came to realize that they had no other optionbut to complement their investment in NetSuite with a solution thatwould allow them to streamline and accelerate the transactionprocesses, while also delivering personalized customer service.

Business data to be updated in real time and at the same timeeliminating unexpected errors from manual data entry acrossfunctions

Offer a true omnichannel experience to customers

Increase Employee Satisfaction by reducing unnecessary andcumbersome tasks, while also reducing mistakes and discrepancies

Eliminate manual processes to maintain inventories and ledgers

Maximize sales productivity: Fast ordering and checkout

Better Reporting with the ERP data being the single source of truth

Connect internal and external data sources such as Food Deliverysystems (Deliveroo, Food Panda) and Suppliers

Centralize and Control operations such as PO Receiving andOrdering

Zoku with NetSuiteas the Solution

Easy Migration toNew System

By implementing the Zoku POS for QSR, our customerachieved an all-encompassing view of the entire company’sprocesses, not simply store sales but also forecasting,inventory, supply, distribution management and consumptionanalysis. Sales and Inventory data is now updated in real time,eliminating unexpected errors from manual data entry acrossfunctions within a company, while consumer experience wassignificantly enhanced.

The modern, tablet-based user interface with touch or mouseinput allowed our customer to train their staff from the oldPOS to the new system in a couple of hours. They were alsodelighted to know that they did not have to change any oftheir existing hardware; in fact the were able to use thesoftware on both Windows and Tablet Hardware, includingiPads provided by Revel. The Zoku solution runs on the cloud,however, if the network is down it can operate in offline modeas well, providing the best of both worlds; the customer wasexcited to know they could expect near 100% uptime.

OperationalExcellenceBy combining the power ofNetSuite and the Zoku POS,our customer managed toachieve several keyoperational efficiencies thatwould not be possible withlegacy systems, including:

Inventory Management: Setting up re-ordering business rules; Depending on theproduct, automatically re-ordering orproviding alerts when inventory isapproaching the safety level.

Intuitive settlements (shift close), on the POSscreen without having to use print-outs. Avisual confirmation is used to matchsystem/amended values and actuals, and anydiscrepancies are intuitively displayed onscreen where the store manager can checkand resolve.

Setting up recipe and linking to Sales andPurchased Orders. This enabled the customerto accurately capture actual COGS, and docomparisons of sales with consumption ofraw material based on recipe for control aswell as for business analysis.

The Kitchen Display System (KDS) feature ofthe Zoku POS was also important for thecustomer and there was a clear advantagewhen completing the food order in thekitchen, the order completion timestamp andtotal preparation times are saved in NetSuite.This allows our customer to perform analysison their operations, slicing and dicing fordifferent types of orders at different timesand locations.

Converting between multiple units ofmeasurement for example ingredients in therecipe are measured in grams, for rawmaterial purchased in KGs or boxes or anyother unit.

UnparalleledOmnichannelConsumerExperience

Consumer Experience was also animportant area of improvement.Consumers like the convenience of beingable to pay with a combination of card(s)and cash, as well as coupons. The OrderEntry System is intentionally designed tobe intuitive and extremely simple to use,and lightning fast, allowing to processorders during peak hours on average 10%faster than ever before.

The CRM and Loyalty system enabledstore and marketing personnel to accesscustomer’s purchasing histories, offeringrewards to improve customer satisfactionand loyalty.

Zokusuite.com info@zokusuite.com

Zoku is a global software companyheadquartered in Singapore, with globalCenters of Expertisein Asia, Europe andNorth America. The core team consists of resources with awealth of experience in software, consulting and businessdevelopment. Zoku is a SuiteCloud Development Networkand an Alliance partner of NetSuite with expertise in theRetail, Financial, Telecom and Hospitality Industries.

Global Headquarters:50 Raffles Place #30-01,Singapore Land Tower ,Singapore 048623Tel: +65-6632-3500

About

Designed for GROWTH !

Next Steps

The powerful features of NetSuite, supporting multi-countryand multi-subsidiary setup are beautifully complemented bythe Zoku POS multi-currency, multi-menu and multi-countryand subsidiary as well as franchise management features. Thisenabled our customer to rapidly expand in multiple countrieswith direct as well as franchise operations.

After establishing best practices in the back and front end withNetSuite and Zoku POS, our QSR Customer identified thatthere were additional modules available in the Zoku IntegratedCommerce Suite to enable them to grow and beat thecompetition. Current implementation includes theimplementation of the Zoku Mobile App and Zoku SelfOrdering Kiosk. Both the mobile app and the kiosk areseamlessly connected with NetSuite as the back end – singlesource of truth – and utilize the Zoku AI PoweredRecommendations Engine. In order to better manage foodproduction, especially during peak hours, and purchasing, thecustomer is now in the process of implementing the ZokuFood Forecasting engine.