The magazine for Intelligent Business Systems clients
Issue 2 Winter/Spring 2006
IBS goes PizzaExpress Service Level Agreements: arguments for and against StockLink: how we’re always improving See us at Caffè Culture
Welcome to Impact 2 A warm welcome to Impact 2, which gives you the latest from our colourful world of POS and enterprise management systems. Inside we reveal more reasons why we are a market leading supplier to hospitality, catering and retail businesses in the UK, Europe and North America. From high profile multi-site installations to challenging one-off projects, Impact 2 shows how we approach each and every contract with the same professionalism and commitment. We also look at how we are constantly developing StockLink and highlight the pros and cons of Service Levels Agreements. Enjoy Impact 2. We hope it gives you more food for thought and encourages you to place us at the forefront of your mind when it comes to your next POS or enterprise management investment. Whatever you do, give us a call and see what impact we can make to your business. Dee Powell, editor, Impact Front cover image: IBS goes PizzaExpress in Milton Keynes. Impact is published on behalf of Intelligent Business Systems (St James Road, Brackley, Northants, NN13 7XY, 01280 709 400) by Creative Space Squared. If you have any comments or feedback, contact me on 01280 709 400 or e-mail dee@ibs-systems.co.uk. We are always delighted to hear from you.
News from IBS Precision planning key to major PizzaExpress roll out IBS has just completed a major seven-figure contract with PizzaExpress to upgrade the famous pizza chain’s POS and enterprise management system. The roll-out also included associated brands like Café Pasta, Milano, Gourmet Pizza, Marzano and Kettners. This intensive programme featured nine installations per week over a nine-month period and included establishing a specialist training room for pre-installation staff training. To ensure minimal disruption to the chain’s daily trading, each installation was live and ready to trade by 11.30am. “This is a fine example of IBS at work, where precision planning was key to ensuring every element of the contract ran smoothly,” commented IBS managing director, Gareth Powell. See pages 6 & 7 for our photo caption story about this installation.
All change at the Bedford, night and day The Bedford, an award-winning, seven-day live music venue in South London, has a new star performer thanks to IBS. Its new upgraded POS system gives the Bedford management team greater control of cash and stock as well as the ability to manage and programme price and menu changes. Extensive planning and training were essential to ensure minimal disruption during the transitional period. A highlight of the installation at the large, busy location was the extensive network infrastructure necessary to secure trouble-free communications. 2
University challenge passed with flying colours IBS passed its latest university challenge after writing bespoke software links to third party software for Burleigh Court, a conference and training facility at Loughborough University. This was done through developing a series of “.Net services” to enable real-time POS sales data to be posted directly into ‘Kinetics’ bedroom booking & conferencing software. The facility provides modern training rooms equipped with digital audio-visual technology, spacious en-suite bedrooms and a luxurious leisure club. IBS installed and upgraded a full POS and StockLink back office system at the 137-bed facility. IBS also installed a cashless account system, real-time bedroom interface and hand-held sales ordering systems.
See page 4 for more about this story.
More elbow room for IBS The Elbow Room chain of pool lounge and late-night bars has selected IBS to upgrade its POS and enterprise management systems with the installation of new PC POS touchscreen terminals, writes IBS senior project manager Mark Bagnall. A highlight of the IBS system is a touch-enabled version of the StockLink back office system. This runs directly onto the PC POS terminals for system flexibility and saves considerable costs, especially in the smaller or kiosk-style sites.
Lakeside superbowl bowled over by IBS Lakeside Superbowl, a fast growing chain of ten-pin bowling centres, has opened its tenth site with IBS providing all locations with Uniwell touchscreen terminals and StockLink back office software. An ADSL broadband communications infrastructure links all the sites to the StockLink enterprise management system at Lakeside’s head office in Newbury.
John Lewis Tootsies back on the expansion installs StockLink Major high street retailer, John Lewis, has trail installed StockLink to help provide like-for-like Tootsies, the upmarket burger restaurant chain, has opened another six new sites with IBS suppyling and installing full POS and back office management systems at the new locations in Oxford, Ipswich, Richmond, Lincoln, Norwich and Bury St Edmunds. Each outlet will link directly into the existing StockLink Enterprise management system installed by IBS earlier in the year. See Impact 1 for the full Tootsies story.
catering comparisons across its branches to enable it to get a clear analysis of costs and margins. Already an existing IBM POS user, John Lewis selected StockLink as its preferred catering enterprise management solution. John Lewis chose industry consultants, Triangle, to supply its ‘Revelation’ US POS software. After initial testing at John Lewis’s Bluewater and Trafford Centre stores, the intention is roll out to all 27 branches in 2006. Ten new superstores are also planned over the next three years.
IBS... in brief IBS at inaugural Caffè Culture exhibition IBS is appearing at the inaugural Caffè Culture exhibition, National Hall Olympia, London, 24- 25 May 2006. IBS is featuring its solutions for the fast growing UK café sector on stand number C28. Dee Powell, IBS commercial director, said: “This is an ideal opportunity to show the burgeoning UK café market how IBS can make a difference to the way they run their business. Whether they are start up or multi-site, we have the experience and expertise to help them run a better enterprise.” Caffè Culture also offers business forums plus demonstrations, debates and business seminars. To order your complimentary tickets for the show please call Dee Powell on 01280 709 400 or visit www.ibs-systems.co.uk
Colourful aures collection available from IBS Aures Technologies’ 2006 collection is now available from IBS, writes project manager, Justin Atkinson. This newly released range presents a total contrast to classic and ‘black box’ POS terminals. The Odyssé range, described by Aures as a symphony of colours and harmony, can change colour to suit surroundings using a clever clip-on system so they can adapt to any design environment. We reckon Aures can do to POS terminals what Apple has done for home and business computers! What do you think?
STOP PRESS! StockLink new result module unveiled See page 10
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IBS embraces University challenge IBS passed its latest university challenge with flying colours when it installed and upgraded a full POS system and integrated bedroom booking system at the 137-bed conference and training facility at Loughborough University. Here IBS senior project manager, Mark Bagnall (above), explains how and why the contract proved to be such an enjoyable test. We won this contract primarily because we were able to show the Burleigh Court steering team, who had been briefed to select their new system, that IBS had the ability, knowledge and experience to write bespoke software links to a third party vendor’s software. Having this capability is a real bonus when we go to see clients because they know we can always look at the bigger picture rather than plump for an easy off-the-self option. And even when we do come up with a solution, we always remain flexible enough to adapt and deal with any difficulties and issues that confront us. It is a big selling point and has helped tip the balance towards us on many occasions. Few POS or enterprise management companies can match this integrated approach. Our original brief with Burleigh Court was to achieve a smooth transition from the old system to the new Uniwell DX890 POS set up while implementing a cashless account system, a real-time bedroom interface and hand-held sales ordering systems. There was a slight problem because Burleigh Court uses the Kinetics bedroom/ conferencing system. However, Kinetics 4
does not have a Uniwell off-the-shelf interface so the two would be unable to talk to one another. Fortunately, we have one of the best software development teams in the business and they were able to come up with an innovative solution built around a series of .NET services rather than applications. They wrote a .NET service as a broker between the POS and Kinetics, a feature that is now unique to IBS. This series of “Net services” imports real time POS sales and posts data directly into Kinetics Bedroom booking and conferencing software. At the same time, we implemented StockLink’s fully integrated CRM module, which has the ability to be run as either a CASHLESS or POINTS system. This also runs as a .NET service, evidence of the logical thinking that is part of the IBS philosophy.
has definitely been a benefit to keep all three departments happy and it has given us the opportunity to present a quotation to the main Loughborough University Catering & Bars Department.
What we did for Burleigh Court ✓ Project planning and liaising with Loughborough University. IT Dept.
✓ POS keyboard menu design agreed with and approved by the customer prior to POS training
✓ Pre-installation training for Burleigh Court management team, key operations, accounts and IT Staff
✓ Installation of hardware ✓ Upgrade of StockLink to the latest version (V5)
✓ Installation of new .NET service applications
In addition, the Burleigh Court contract included a full Uniwell POS system, integrated Orderman hand-held terminals with kitchen and bar dispense printing.
✓ Hand-holding capability ✓ Bespoke report writing to suit the needs of key decision makers
Once again, we have shown our flexibility to change and develop StockLink to satisfy the exact requirements of Burleigh Court’s IT, operations and accounts departments. It
✓ Introduction of a cashless CRM system
✓After sales support and advice
Service Level Agreements! Who needs them? Can a fast moving, profitable hospitality business really be truly effective without the added security of a service level agreement to protect their epos and enterprise management systems? Dee Powell (right) plays devil’s advocate and puts the case for and against!
There is one very simple argument that customers will put forward when they want to avoid a service level agreement: it costs too much. From their perspective they see money going out for a service they may never use, cash that could be better spent elsewhere or taken out of the business all together. It is an argument anyone involved in IT, or any other service sector, hears all the time so it is not exclusive to our industry. And to be fair, they do have a point. If they are happy to take a ‘laissez faire’ approach to running their business, it means any problems can be sorted our reactively after they have occurred rather than proactively anticipate and plan for them in advance. They are also prepared to gamble that the costs of reactive action will be cheaper than a service level agreement spread over 12 months. Now some might say you can buy these services individually on a ‘needs must’ basis and negotiate the best deal at the time. Indeed you can and some businesses do. Some even thrive on this policy and it does make for an exciting time. Certainly, there is never going to be ever a dull moment. However, most businesses, in our experience, would rather operate with total peace of mind, safe in the knowledge that their POS or enterprise management system is not only fully protected but is also able to take advantage of technology
advances. They appreciate this costs money but they also realise there is no such thing as a free lunch in the world of business. So what are the benefits of a service level agreement? From our perspective, it makes business sense to guarantee the system is always working properly and effectively. From your point of view, it gives you extra security to know that call-outs, replacement parts, labour and associated costs are guaranteed. No nasty surprises round the corner. Also remember, this is your business system and critical data needs to be managed quickly, professionally and confidentially. We also provide a platform for an on-going mutually beneficial relationship where customers enjoy preferential treatment and discounted rates for developing bespoke software, replacing parts, providing additional training and managed services.
We normally negotiate the SLA based on the needs of a client. We find this works best because no two customers are ever the same. So if you’re thinking about service level agreements look beyond the bottom line. It does pay dividends. Dee Powell is IBS Commercial Director and editor of IMPACT and is not auditioning for the next Prime Suspect series. Honest.
6 Real SLA Benefits Preferential treatment as a SLA customer Pay monthly interest-free instalments to spread cost and for budget control Discounted additional services such as training and bespoke programming Free software upgrades of latest versions Dedicated on-line and telephone support desk Ability to dial into software and fix remotely Commitment to working together in partnership 5
The perfect recipe for enterprise management: Just add IBS!
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PizzaExpress needs little introduction with 16 million happy customers flocking to the UK’s original upmarket pizza restaurant chain each year. Founded in 1965 in Wardour Street, London, PizzaExpress continues to provide Italian inspired cuisine using quality ingredients freshly prepared by pizzaiolos in the restaurants’ open kitchens. Along with its pizzas, PizzaExpress is renowned for its imaginative, individual design and impeccable service. Equally important are the tactical and strategic mechanics of running the business efficiently and effectively, which is where IBS enters the picture with the recent completion of a major upgrade at over 350 sites across the UK, the Channel Islands and Ireland to ensure PizzaExpress’ POS and enterprise management systems remain state of the art with the latest information and reporting gathering processes. For PizzaExpress, the changeover had to be achieved with minimal disruption. This saw over 350 installations taking place over a nine-month period with an average of nine installs per week. Each installation was completed and ready to trade by 11.30am. Extensive in-house training and communication were paramount to ensuring a smooth transition from the old system to the new. All training took place at the PizzaExpress head office in Uxbridge, Middlesex, where a dedicated training room was established complete with 16 configured mini-systems to ensure a hands-on introduction to the new system.
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On-going StockLink development in safe hands
Question time
News that StockLink has just launched a new ‘stock result module’ (see page 10) comes as no surprise to the many hospitality professionals who already employ the stock and cash control software at thousands of sites in the UK, Europe and across North America. After all, one of StockLink’s numerous selling points is the fact it is constantly updated in order to maintain its place at the forefront of IT technology. Here Impact 2 grills two senior IBS software developers. On this page, we quiz Michael Ball, 30, (right) about his involvement with StockLink while on page 10 Will Mainwaring, 33, (left) talks us through the latest on-screen developments. Q1:
How are you doing? So how long have you worked with StockLink?
MB:
13 Years in total although four was as an end user so I’ve seen it from both sides now.
Q2:
MB:
Q8:
And are these additions then incorporated into the next update for everyone to use?
MB:
It depends, sometimes customers will specify and pay for their own unique development work, sometimes the features are too unique to apply to general usage but generally most features will be applied into a general release.
What one thing do you think makes StockLink unique in the market place? Probably its ability to interface with different types of Point of sale systems.
Q3:
And what do you see as the three most important benefits to the end user?
MB:
First, total stock control, second, an ability to make changes easily at the point of sale and third, good accurate reporting facilities.
Q9:
MB:
What do you personally like best about StockLink as a software package if you were wearing your end user hat? It’s easy to use, and I helped create it, with a little help from the likes of Will and the rest of the team!
How has StockLink changed from your first involvement with the software?
Q10: Funny you mention other people: how does the software development team work together?
MB:
As I’ve been here for a few years, I have seen StockLink develop from a DOS system to a much more sophisticated software suite with new POS programming features for example like drag and drop keyboard design.
MB:
Q5:
What is the process for updating StockLink?
MB:
When we have completed a number of developments, we will place the new software through our rigorous testing procedures. When we are fully satisfied, we will build this ready for release. This is then placed on the FTP site for downloading. Updates obviously include our release notes.
Q4:
Q6:
How does the feedback process work in reality?
MB:
Like I said previously, that’s what really happens!
Q7:
How often do you write specialist additions to StockLink?
MB:
About once every two months a certain feature for a specific customer may be introduced.
I lead the team by filtering any nondevelopment issues, planning the development schedule and working together to enhance the product but we all have a crucial day-today role in its success. We are like a Grand Prix team – finely tuned.
Q13: What are you currently working on now? MB:
Talking about North America, we are doing some enhancements for the USA EPROM and fixing some issues for an early 2006 release.
Q14: The USA is an interesting development. When did you start working on the USA version? MB:
Beginning of 2004
Q15: How is the USA StockLink different from the UK version? MB:
Well currency and dates are a major difference as is the communications protocol to the Uniwell terminals.
Q16: What does the future hold for StockLink? MB:
I see StockLink becoming more central and a system that can be accessed from a browser maybe for management reports. Whatever happens, it will be fun being involved.
Q11: What is the biggest dayto-day challenge as software developers? MB:
Meeting deadlines. Like the Grand Prix pit stops – we have to move fast.
Q12: What is your biggest achievement as software developers? MB:
Helping StockLink become what it is today, a fine product people are happy to use in the UK, Europe and the USA
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See things better with StockLink Attractive, easy-to-use, user-friendly screens are essential for any software developer wanting to grab the attention of today’s ultra-competitive hospitality and catering market, as IBS software developer, Will Mainwaring, explains and reviews a variety of screenshots. Oh, and you need to be aware of the differences both sides of the Atlantic too. Today software must do lots of things to prove viable to any hospitality business, but from my point of view customisability and a modern XP look and feel are essential. Almost everyone with access to a computer is familiar with Windows so in the XP era it makes sense to use it as the platform for the way you see StockLink on screen. After all, whether you are a domestic or professional user of Windows, you’ll find it easier to use, customisable and versatile, no matter what your role in your business. Drag and drop technology is a perfect example of this.
Windows XP has the added benefit with helping us interface with a large variety of different POS terminals, databases and third party applications, as well as improving reports and stock input screens. I like it because it makes enhancements such as designing new screens or adding new source modules a lot easier from the developer’s point of view. Having this capability is very important because it gives us speed and we have a very quick turnaround of development. For example, we have produced a USA version of StockLink in double quick time despite the huge difference between the two continents that are separated by more than 3,000 miles of water. As you are no doubt aware, Americans spell many words differently and the terminology varies. Some examples,
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StockLink uses easy-to-use screens and drag and drop technology. Colourful, user-friendly naviagation are essential in today’s busy hospitality environment where the vast majority of people – from the bar to the boardroom – are familiar with Windows XP. Detailed reporting is structured to tailored to the individual needs of each user ensures StockLink stands out from the competition.
Till/Register, Supplier/Vendor, End Of Session/End Of Shift, Vat/Tax, Labour/ Labor, Colour/Color, etc. Also, date formatting is different. Instead of 31/12/2005, the Americans says 12/31/2005. And as Microsoft isn’t too hot on internationalisation for its development software, I have to be extra vigilant. When I am designing a new module, I always have to keep this in the back of my mind to ensure spelling differences are covered. Causes a lot of confusion on the Scrabble board but not on the screens of the end users.
StockLink new result module unveiled
A new stock result module has been launched to increase StockLinks efficiency, improve security and enhance reporting. This module includes a stock result designer to customise layouts to specific client requirements. It also allows multilevel stock results, merge stock locations, up to 99 security levels, optimum GP% / yields and finalise / print result functions. This new module adds to the choice and depth of the StockLink reporting options.
For more information about StockLink and IBS visit www.ibs-systems.co.uk
A Scotsman’s Letter from America John Naismith is a POS industry veteran who has worked in Scotland, England and Canada. Now he operates out of Atlanta, Georgia, heading the IBS invasion of North America after a spell as President of Uniwell USA. Here is the second of his letters from America. Having entered into an OEM agreement with Exciting times on this side of the Atlantic with the hot news that Datasym Inc, one of North America’s leading Point of Sale companies, has added StockLink to its portfolio. Although Datasym has been very successful in the retail and grocery arenas for 20 years, the company wanted to be able to offer its distributor channel a more versatile product line.
Uniwell US to brand and sell the DX890 and SX700/800 hospitality terminals under the Datasym name, the next challenge was to find software that met the high quality standards of its own brand software. After much research Datasym chose StockLink which, according to Carolyn Rollins, Senior VP Sales & Marketing “not only met, but exceeded all our expectations.”
floor Thursday, Friday and Saturday nights. Open from 4pm until 2am, with alcohol sales of $30,000 -$35,000 per night - they are big business!!
Already Datasym has been busy, hosting sales and training sessions across North America to introduce their dealer channel to Innovative Cash Register in Dallas, who had previously installed Escapade’s other clubs, StockLink. proposed StockLink with the Uniwell DX890 And the first installation has been as an updated solution. Datasym sent a completed at Escapade, a country and team down to help the dealer with the western style nightclub based in Dallas, installation and in less than a week was running smoothly. Texas. These clubs are upscale warehouse- everything StockLink provides them with the sales sized nightclubs, catering for the Hispanic information they require to streamline and community, who account for about 36% of the Dallas area population. Escapade run an efficient business. already operates three clubs in the area and needed a solution for a fourth site that was Escapade clubs are extremely popular, having up to 2000 patrons on their dance just about ready to open.
Q1: How long with IBS? A1: 8 years – although I had originally qualified as a marine engineer. Q2: What is your day-to-day role at IBS? A2: As a project manager I do everything necessary to make things happen on time and on budget. We do an awful lot of work not just in front of the customer but also behind the scenes. It is good fun and always a challenge. No two days are ever the same. Q3: What makes IBS special? A3: We are a small but efficient team of like-minded people who are prepared to do what it takes to get the job done. There is a great team ethic that resonates throughout the company.
important to that particular customer, whether it is a multi-national chain or a start up. Our role is to help them build a more efficient business. Q6: OK. What’s your most difficult professional moment? A6: Doing a really tricky training session to an extremely knowledgeable group of IT people in Canada – successfully. I appreciated how much knowledge and experience I have accumulated and how much you tend to take it for granted. Probably our natural British reserve coming to the fore!
We agree with Rick and also look forward to working with them for many years to come. From my point of view, as a POS professional who first worked in the UK, it is fascinating looking at these projects because you realise what a multi-cultural society the USA is: for instance, the majority of Escapades’ clientele are Mexican immigrants, though some are recent arrivals from Central and South America. One or two Scots turned up too.
IBS Profile…
Name: Age: Job title: Job description: Education: Children: Fav book:
Q4: What is your approach to your job? A4: Total conscientiousness thus giving a good service to the customer Q5: And what is your biggest professional achievement? A5: It’s unfair to pick one out for size or complexity. Each job we do is
When discussing the distribution arrangement at a recent industry conference, Rick Stern, President of Datasym Inc said: “We are very excited with the decision to market StockLink in North America and look forward to continued success with the product.”
Fav film:
Fav Country: A close knit senior management team helps make IBS special
Justin Atkinson 41 Project Manager Managing new projects Truro Cathedral School, Cornwall Two “Pillars of the Earth” Ken Follet “The Good, Bad and the Ugly” Clint Eastwood South Africa – though I haven’t been there yet
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FAT CAT
café bar
john lewis
We’re definitely their cup of tea. And we could be yours too! Intelligent Business Systems provides POS and enterprise management for multi-site hospitality businesses in the UK, Europe and in the USA. We do it for the likes of PizzaExpress, BBC, Coffee Republic, Fresh Italy, Peach Pub Co, Fat Café Bar, Geronimo Inns, Tootsies and John Lewis. And we can do it for you as well. Intelligent Business Systems, St James Rd, Brackley, Northants, NN13 7XY Tel 01280 709 400 Fax 01280 704 315
Call 01280 709 400 email: justmycupoftea@ibs-systems.co.uk or visit www.ibs-systems.co.uk