By Claire | Published on April 27th, 2017

The process of leaving Quandoo: a case study

leaving Quandoo

The Customer 

Olivier Foucre, General Manager, Bertram’s Restaurant, Burnley, UK.

The Venue 

Bertram’s is a multi-faceted venue in Burnley, UK. It includes a restaurant, rooms, private dining areas, a terrace and is also linked to a spa. Bertram’s seats in excess of 6,000 guest every month and is generally very busy.

The History 

Bertram’s were on the verge of moving to ResDiary at the start of 2016. However, Olivier chose Quandoo instead after a sales rep convinced them of its superior functionality. We kept in touch with Olivier and it consequently became clear that their current system was not powerful enough for their business. Olivier contacted us in January 2017 to take a fresh look at the system. He began the process of leaving Quandoo and moving to ResDiary a week later.

 

The Problem

Bertram’s Restaurant is a very busy venue. Olivier and his team deal with anything from 6,000-10,000 guests per month, all using varying degrees of the venue’s facilities. Some customers come just for dinner, while others use the spa or stay in one of the three rooms onsite. Therefore, the team need robust systems to deal with their operations. Bertram’s used Bookatable previously but moved to Quandoo because they needed a better system. However, they decided that Quandoo was not fit for purpose within a few months of using it.

“The system we were using, Quandoo, could not cope with the demand of our venue, while their customer service was atrocious.

We tried for months to get issues fixed and nothing happened. We couldn’t get in contact with our account manager and also, the support team took weeks to come back to us.”

The Solution

Olivier and his team took a fresh look at ResDiary and realised that it did exactly what they needed. Many top restaurants near Bertram’s use ResDiary and the praise of his peers alongside in-depth demonstrations showed Olivier that leaving Quandoo and joining ResDiary would aid their business.

“We decided to move over to ResDiary because of a number of reasons. We loved the fact that we would be able to process deposits and payments through the system. It’s even better that it’s completely secure. Previously, our restaurant manager, Emma,  spent a lot of time with a big spreadsheet working out deposits so this saves so much time. 

Also, ResDiary works with our room booking system, Guestline. That’s really good for customer service. The actual moving over and leaving Quandoo was easy. Our account manager gave us great customer service while being really  patient. The support team fixed any issues we had in the beginning within 24 hours and have been great.” 

Moving over 

  • Fill in a diary build form: this allows our team to build a diary based on your exact specifications. (Day 2-4)
  •  Arrange a set up and training session. Here, our team made sure Olivier and his staff had everything set up perfectly and showed them how to make changes in future. (Day 5-7)
  • Restaurant receives ResDiary log in and online booking details. (Day 5-7)
  • Introduction to the support team. (Day 5-7)
  • Input database and bookings from the previous system. For Olivier this was a manual process but it can be automated. (Day 5-7)
  • Arrange a second training session. This ensures staff and management have an indepth overview of the system.(Day 7-14)

The Solution

Since leaving Quandoo and joining ResDiary, Bertram’s have a system that can deal with their busy venue. They have a partnership that focuses on their restaurant’s needs, rather than around making money for itself.

Bookatable and Quandoo both charged Bertram’s commission for customers who would have been visiting already. Now, Olivier can budget properly, because using ResDiary, he always knows what his next bill will be. ResDiary’s flexible software also means they spend a lot less time manually managing reservations.

“We can now restrict our bookings per timeslot, give each user different settings and streamline our customer service. The ResDiary team are very pro-active, getting in touch and seeing how we are doing with ResDiary.

We have a really steady, loyal customer database and because of this, we’re full most of the time. The move wasn’t about gaining bookings, just cutting out the man hours involved in handling them.”

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