The Challenge
Our client, a multi-location restaurant group in Northeast Ohio, faced significant IT challenges prior to partnering with our Managed Services. Their previous IT support was handled informally by a personal acquaintance of the former owners, resulting in a lack of professional infrastructure and reliability. The leadership recognized that running a restaurant is demanding enough without the added burden of managing IT issues. Their main goal was to “clean house and start from scratch,” establishing a professional IT environment they could depend on. While their challenges were not unique to the industry, the COVID-19 pandemic did introduce some additional complexities.
The Solution
Our Managed Services team was selected due to a strong personal relationship between the business owner and our CEO, but it was our “fabulous job” that solidified the partnership. The onboarding process was described as “wonderful." We transformed an old, used environment into a system that “works like butter.” Transitioning from the previous setup required understanding legacy practices and integrating them into our security-first approach, which brought a new level of integrity to their operations. We became an extension of their company, serving as their IT department. Our services included handling software issues, acting as a liaison with their Internet provider, managing cybersecurity, and intelligently procuring IT hardware as the business grew. For any problem outside their POS system, we are their first call.
The Results
Since partnering with us, the client has experienced measurable improvements in efficiency. Day-to-day computer glitches are “a thing of the past.” The owner expressed confidence: “I don’t fear that our computers are going to crash, and if they do…I have someone I can call to help us through this.” Our support is just “a phone call or ticket away.” When asked to rate our responsiveness and expertise, the client replied, “I think you guys are a 10…you exceed the mark.”
Communication is tailored to their preferences (they receive monthly reports and rely on us to “poke” them for anything major). This approach fits their style and keeps them informed without overwhelming them. Looking ahead, the client acknowledges that “they don’t know what they don’t know,” but values the consistency and reliability of their current IT environment. They anticipate the adoption of AI solutions in the restaurant industry and trust us to guide them when the time comes.
Conclusion
Our partnership with this restaurant group is described as “absolutely” powerful. The client appreciates that we treat customers as if “they’re the only person you’re dealing with today, and that’s not easy to do.” They “wholeheartedly” recommend our Managed Services, emphasizing that IT is no longer a daily worry. The owner said “IT doesn’t even make the top 30 worries per day.” As the restaurant industry evolves, especially with the rise of AI, our client is confident that we will continue to support and guide them.
