May 2, 2025 • 14 mins
I'm excited to share our latest episode of the Tech On Toast podcast, where we dive deep into the world of technology in the fine dining industry.
This week, we had the pleasure of visiting Benares in Mayfair, a Michelin-starred Indian restaurant, and speaking with Shubham and Mark from TISL. Together, we explored the challenges and triumphs of implementing technology in a bustling restaurant environment.Here are three key takeaways from our conversation that I believe are crucial for anyone in the tech or hospitality sectors:The Importance of Support: One of the standout themes from our discussion was the critical role that support plays in the success of technology implementation. Shubham emphasised how TISSL's support team is always just a phone call away, ready to resolve issues in real-time, even during the busiest hours. This level of accessibility not only alleviates stress but also ensures that operations run smoothly, allowing staff to focus on delivering exceptional customer experiences.Simplicity is Key: In a fast-paced environment like a restaurant, simplicity in technology is paramount. Both Shubham and Mark highlighted how TISSL's system is designed to be user-friendly, enabling staff to manage orders and make adjustments quickly, even from their phones.
This agility is essential for maintaining efficiency and minimising errors, especially during peak service times. It’s a reminder that technology should enhance operations, not complicate them.Building Strong Relationships: The relationship between Benares and TISSL is a testament to the power of collaboration and trust. After a brief period with another provider, Benares returned to TISSL, citing the reliability and support they received as key factors in their decision. This episode reinforces the idea that successful partnerships are built on understanding, communication, and a shared commitment to excellence.I invite you to listen to the full episode to gain deeper insights into how technology can transform the dining experience and the importance of having the right support system in place.Thank you for tuning in, and I look forward to hearing your thoughts on this episode! Let’s continue the conversation about how we can leverage technology to create better experiences in our industries.#TechOnToast #Podcast #Hospitality #Technology #Support #Simplicity #Relationships #FineDining
Mark as Played
Transcript
Episode Transcript
Available transcripts are automatically generated. Complete accuracy is not guaranteed.
(00:01):
Hello and welcome back to Tekntos Podcast.
My name is Chris Fletcher and it's season 11.
This season we have Zenzap is also sponsored for Tekontos
podcast. And if you're in hostility, you
know how chaotic managing team can get.
Don't worry, Zenzap is here to change that.
Now I've been using Zenzap, my own team at Tekontos and
honestly, I don't know how we manage without it.
It's a game changer for keeping everything organized.
(00:22):
Instead of juggling endless e-mail threads, WhatsApp groups
and random sticky notes around my office, we've got everything
in one place, conversations sorted by top pick, tasks
assigned and track without fuss,and files right at your
fingertips when you need them. And for you guys in the
restaurants, it's a no brainer. The kitchen team can report
supply shoes in a dedicated chat, managers can roll out new
specials to the front house instantly, and task assignments
(00:44):
like prepping for a big event all handled effortlessly.
And my absolute favorite part? Zenzap keeps your work life
separate from your personal life.
No more work messages clogging up my WhatsApp, and no more
10:00 PM pings from my team ruining my downtime.
It's intuitive, secure, and works in any device, so you're
always connected but always in control.
If you're ready to simplify yourteam's comms and get your
(01:05):
evenings back, try Zenzap for free.
No card needed. zenzap.co, go check it out.
Big thanks to Zenzap. Big thanks to all of you for
coming to listen. Should we get on with it?
I think so. Enjoy the show.
Welcome to a very special episode of the Tech and Toast
podcast, and today we're here atBanaras in Mayfair.
(01:39):
Like many customers, Banaras hada piece of technology they were
using and they started to change.
That change didn't go too well. There's three reasons why they
moved simplicity, agility, and support.
Let's go back in and find out some more.
(02:03):
We're joined by Shiva. Shiva, how are you?
Very well, Harvey. Norris, I'm good, thank you.
And Maris, what's that? Baris, Thank you very much.
I appreciate it. No one ever asks how.
I am also welcome. So I appreciate it.
And Mark from Tizzle, How are you?
Yeah, very good. Thanks.
Very good. Thanks.
So we've come here today to havea chat really about obviously
about this beautiful venue and behind us here in the kitchen,
everyone's hard at work. I don't know if you can see
there, but you were saying, what, 5 chefs today?
(02:25):
Yeah, very cool. And what kind of what kind of
business are we expecting today like, oh, it's.
Really quite busy so we have around 60.
Goes for the lunch. Wow.
And dinner, it's around 70. And sounds a little bit about
Banaras, sorry. So what Banaras is so if it's.
Basically your Indian cuisine. It was open in 2003 and we'd
been like the one Michigan star from 2007.
(02:47):
Congrats chef. Some years leading in a very
best way and again to be like getting the Michigan star every
year I. Was going to say, you can't
quite see how it's shocking if there's lots of awards happen at
just. You can.
You can see it's like you don't need a proof.
That's very cool. How long have you been here
yourself? Just.
Three years 3. Years.
Just three years. I'm very now.
(03:08):
Three years ago, I just talked to the guys.
It's a long service, the GM 17 years.
Yeah, General manager. Who will lead their team?
Mr. Mukesh find it. Yeah.
It's like he's been here for some 18 years.
That's a long. Time Mark, have you been at
Tizzle for 17? Years.
No, I haven't. Coming up for two.
Tell us a little bit about, obviously we're here today to
talk about Banaras annual relationship where yeah, Tizzle
(03:28):
and tell us a little bit about your role and what on what
Tizzle does. So I look after the accounts of
Thistle. We probably have around 500
sites here in the UK focused primarily in the fine dining
space. And that's historically where
we've come from. But we do have customers right
the way across the board, down to 1 of coffee shops as well and
everything in. Between wow, so it's a fair
(03:50):
broad product and you've got I don't want to get too much into,
but you're you're a part of a a many products, aren't you?
Sits in a group of. Yeah.
We, we, we sit in the Clear Course Group.
We're one of the the Clear Course companies.
We have a few sister companies inside there as well around
payments and and vouchers with gift Pro as well.
So those are all part of the Clear Course Group, Yeah.
And here we have, I mean obviously you guys operate here
(04:11):
and you got I think the relationship borrow a six month
blip, the relationship been going on for like 20 years.
Is that right? Yeah, yeah, yeah, almost right
back to the beginning of Banaras.
And one of the main benefits of working or you found a work of
having that relationship, these guys are working with us.
What are the things that really kind of enable you and your
lovely team behind us here to dotheir work?
(04:31):
So the best part is that they'rereally easily available.
They're always like a problem solving people.
Whenever you give them a call, they immediately solve their
problem like in matter of minutes.
That's its key, right? It's amazing even.
Even in the busy hours, Yeah, you know, I personally have for
them. Like try price.
(04:51):
Your own speed dial. Yeah, the number is on the speed
that. Yeah, it's true.
And I think people forget that support actually, Yeah.
And that ability to contact yoursupply, whether it be the ECOS
supplier or the batch guy, I said it's crucial rising because
you guys are busy. Because operations are like
that, we are doing like on a busy day, we're doing more than
$100. Yeah, free night and you know,
(05:12):
if the the system again so hangsup, everything goes on the toss.
So that's having this. It is like a fortune for us.
Yeah, I'm not. And you would say, I mean you're
also going to same thing. But but I think we were talking
off air before about the fact that sometimes when you've been
in business for a while in this market, in technology
especially, people view you as alegacy product or whatever
(05:33):
might. Yeah.
But actually the support and experience you'd bring with you
to help people at Banaras is absolutely crucial.
Yeah, it's interesting. Historically, our product was
based on a product that we resold, but we took the
learnings from that and we created Horizon knowing what our
find out in customers need inside this space.
One of the key elements is support and all of our customers
(05:55):
without exception get support until midnight every day of the
year and that's all part of their license.
Wow. Yeah, yeah.
I'm I'm guessing you get similarfeedback then do you from other
customers saying that that support?
Is crucial. It's interesting, a lot of the
new business that we get comes from referrals where staff who
have used Thistle previously have moved to a new location and
(06:16):
they seek us out because they like to use the same product at
their new venues that that's quite often how we get new
business. And in terms of, you know,
features, I suppose, and benefits, it's really
interesting because you guys do set courses and you have your
out of cart menu. How does the, how does I'm
working with that kind of technology help you do that?
I mean, I was talking, is it Richard?
Who's your? Richard Yeah.
(06:36):
Who's only the other manager, restaurant manager.
And he was telling me that actually being able to
communicate with the kitchen, you don't need to speak to the
kitchen, you can just do it through the pause.
Is that right? That's absolutely correct, and
the best part is the they have a.
Horizon Hub site. So you know, we can access from
the phone as well. So you know, you don't have to
go at the back office, change any other icon or any other
(06:58):
message you can do on your phoneand immediately it will reflect
on the system as it's very easy for us.
And simplicity, I'm guessing is pretty, I think sometimes we
over, I mean, I work with a lot of different technology
providers. I think sometimes we're guilty
of over complicating, over complicating technology or at
least the messaging about the technology.
And for you guys without being rude, you don't care you care
(07:19):
more about your customers got inright than you do about the
technology yes and what and whatwhat is it that I suppose that
really helps you run a shift with the with this EPOS
particularly what one of the things that are really helping
you drive your ability to perform well for your customers
so. It's fast, yeah, first of all,
and the margin of the area is very less, you know, whenever
(07:40):
you're picking up the orders andeverything, you know, it does
not be delayed and it doesn't get tattered.
So the we got a system in between for six months.
The problem which we were facing, it got handed between
right and imagine 160 goes on a Saturday night and that system
goes off. It's really difficult and then
(08:00):
you can't access someone, but itisn't it's the best part is you
can call them anytime during therush hour as well and they'll
help you with. That and Amar, I mean, everyone
talk about integrations and all the bits that pop into the
product. What are the key metrics for you
when you're working with people like this to enable them to be
able to run these shifts smoothly and kind of make sure
that they're connected all the time on all?
(08:21):
I think it's on all the time or whatever.
Always on, always on. So, so, so I think that it
starts right at the beginning when we do the implementation,
we spend a lot of time, we put ateam in, they communicate very
clearly with the site. They understand exactly what the
requirements are. And even though Horizon on the
face of things can be viewed as quite a complex system, it's all
about taking that complexity andconverting it into something
(08:44):
which is seamless and simple in operation.
And that's where our expertise is.
And then when we hand over the system, it's something that's
operationally very slick and we can always alter it.
We're just a phone call away. Yeah, yeah, perfect.
And, and if there's three key things for you, you know you're
on when you're on shift or when you're when you're kind of
(09:04):
working with your team. What what I mean, you mentioned
simplicity, you mentioned support.
What I suppose what's the what would be the third thing that
you would say is super importantto you in terms of running your
business or running your shift with an ECOS supplies that's.
Something technical. Yeah.
It's like the changing of the prices and I can so because
sometimes we get like a separatemenus.
(09:25):
Yeah, we get like an individual menu.
So you have to separate the pricing, you have to rename
them. And it's very easy.
I can do it from my phone. So that is the level of the
easiness which you get with thisso.
It's like a jealousy, then that jealousy to be able to kind of
shift. Engagement and the best part is
like even if you're not tech savvy, still you can, you know,
(09:47):
if even if you're ready, even like not you, but anyone,
whoever not like not very tech savvy, like yeah, old people or
something to consider. It yeah, but it's true, right
isn't it? Because I think something we
always forget is that actually the workforce that work in our
yes, you know, aren't coming outbecause we.
(10:08):
Have habits of using laptops, the ABS every time you have much
more into the operations. Yeah exactly.
You know, which makes a life easy?
And that's how you should build a product.
Precisely. You should build it around these
people that are going to use it,not around where you think it
may be. Yeah.
And is that I suppose that's what you guys are gathering
feedback this constantly? We do.
We, we, we're constantly pickingup feedback.
(10:30):
We're also looking at the marketand seeing where the other
efficiencies are, operational efficiencies or commercial
efficiencies and we spend time and effort putting those things
into our product as well. It's one of the advantages of
not using someone else's productor reselling someone else's
product. All of that feedback goes
straight into our product manager, Michael, and he's the
one who sets out the road map and can make the developmental
(10:51):
changes based on direct feedbackfrom our customers.
Michael sounds like he's busy. He's very busy there.
And very quick there. I want to talk about the blip
that we mentioned this one. So you did move to another
provider. We don't need to talk about the
why or what's of that because I think there's a, there's an
overarching owner of this business, right, who can decide
on those things. But there was a reason why you
came back because it was only a short, was it 5 months?
(11:13):
You've changed four months, fourmonths, four months.
That's a very short time for such a big product because EPOS
is no deal, right? To take in and out.
So what were the what? I think you might have covered
it, but what are the main reasons that you kind of decide
or the team decided to come back?
So the main reason which I told you the hanging the attic used
to get time during the busy operations.
The second was like the creatingthe buttons so you.
(11:38):
Didn't have the ability to. It was a bit.
Difficult. You have to go to the back
office, you have to log in and get everything.
This one is like you can use from the phone so it's much
easier for It's crazy. I mean, I just found it so
interesting. Just a simple I know, isn't it?
And then the best part, the support team, you can call them
anytime. With that system, it was a bit
difficult because we couldn't call them.
(11:59):
They were not 24 hour. Was it like an electronic talk
to me and. It said yes.
You have. And it was like a more like a
robotic team. Yeah.
You, you need to chat with them.Yeah.
Yeah. Tech people, if you're listening
in terms people look like this, I'm in the.
Plymouth Main, we are, as I mentioned, we are in the
operations and when you are busyat that time you don't have a
time to you know, chat like that.
(12:20):
It's it's like safer to like go and go when like an old school
person just make a call and someone there to solve your
problem. Yeah, but.
Old school is sometimes them name the.
Best, right? It's like going to a customer in
your restaurant saying and they say, oh, I'm not happy with my
meal. OK, no problem.
Let me log that for you and I'llcome back to you in an hour and
give you this. You can't do that.
You have to respond straight away, right.
(12:41):
And I know that's, I'm saying that jokingly.
I'm sure these, you know, these companies are huge and sometimes
difficult to respond. But that ability to give the
reassurance to the operator thatactually we've got you.
Yeah, we know there's a issue we're dealing with quite quick
and I think it has to be quick, right?
45 minutes is too long during service.
Yeah, it's too late. Yeah, it's too late then.
Yeah, Yeah, typically we, we, weresolve issues first time call
(13:03):
75% of the time. So on the phone there and then
we'll resolve an issue and that's what we strive towards.
It's we, we aim to provide that level of support.
Our UK based team are literally on hand from 9:00 in the morning
till midnight every day of the year to provide that support to
our customers. Wow.
And then and now you're back. Yeah.
Sizzle are back in Banaras. That's right.
(13:24):
It's quite. How was the rate?
Is it like you were never gone? Yeah, I mean, it's interesting.
I remember sitting down at that first meeting and understanding
exactly what the paint points were.
It was a very nice lunch, I haveto admit.
And, and yeah, we, we, we workedin, I think in four or five
weeks, we, we, we were back in and installed in up and running
and, and that's what it was. And it is, it's great to be
(13:46):
back. It's great to be associated with
the brand, a successful brand, astart brand.
It's fantastic. And and you haven't, there's not
just one dinars, right, there's a second one.
No, this is the first one. The second one is in the
Magrick. Oh wow, did you get to work in
Madrid? Or I never, not yet.
Not yet. You never know yet.
You never know. You got you guys aren't
servicing Madrid yet? We, we, we, we're not servicing
(14:08):
Banaras in Madrid at the moment,but we do have some customers in
spite. OK, very cool.
Look, it's super interesting to talk to you guys and I think
what I love most about this is the relationship actually is
actually the technology becomes secondary when you're doing a
good job on the relationship. It's a bit like a real life
relationship, right? When you're working with a
friend or a girlfriend, boyfriend, whatever, but
actually if you put effort in, it actually overcomes
(14:28):
everything. And I think these guys will
start to work behind us, workinghard.
And I think we'll have to let you go and do the same.
Presume are you on shift today? Yes.
OK, well, have a great shift. Thank you for taking us for
this. And Mark, if people want to get
in touch and find out about Tizzle, how do they get hold of
you? Yeah, mark.snell@thistle.co.uk.
Or you can just have a look at the website and pick up the
telephone number from there. Perfect.
(14:49):
Thanks very much, guys. Thank you very much and I'll see
you all next week. Thank you.
Bye. Bye.
Bye.
Hello and welcome back to Tekntos Podcast.
My name is Chris Fletcher and it's season 11.
This season we have Zenzap is also sponsored for Tekontos
podcast. And if you're in hostility, you
know how chaotic managing team can get.
Don't worry, Zenzap is here to change that.
Now I've been using Zenzap, my own team at Tekontos and
honestly, I don't know how we manage without it.
It's a game changer for keeping everything organized.
(00:22):
Instead of juggling endless e-mail threads, WhatsApp groups
and random sticky notes around my office, we've got everything
in one place, conversations sorted by top pick, tasks
assigned and track without fuss,and files right at your
fingertips when you need them. And for you guys in the
restaurants, it's a no brainer. The kitchen team can report
supply shoes in a dedicated chat, managers can roll out new
specials to the front house instantly, and task assignments
(00:44):
like prepping for a big event all handled effortlessly.
And my absolute favorite part? Zenzap keeps your work life
separate from your personal life.
No more work messages clogging up my WhatsApp, and no more
10:00 PM pings from my team ruining my downtime.
It's intuitive, secure, and works in any device, so you're
always connected but always in control.
If you're ready to simplify yourteam's comms and get your
(01:05):
evenings back, try Zenzap for free.
No card needed. zenzap.co, go check it out.
Big thanks to Zenzap. Big thanks to all of you for
coming to listen. Should we get on with it?
I think so. Enjoy the show.
Welcome to a very special episode of the Tech and Toast
podcast, and today we're here atBanaras in Mayfair.
(01:39):
Like many customers, Banaras hada piece of technology they were
using and they started to change.
That change didn't go too well. There's three reasons why they
moved simplicity, agility, and support.
Let's go back in and find out some more.
(02:03):
We're joined by Shiva. Shiva, how are you?
Very well, Harvey. Norris, I'm good, thank you.
And Maris, what's that? Baris, Thank you very much.
I appreciate it. No one ever asks how.
I am also welcome. So I appreciate it.
And Mark from Tizzle, How are you?
Yeah, very good. Thanks.
Very good. Thanks.
So we've come here today to havea chat really about obviously
about this beautiful venue and behind us here in the kitchen,
everyone's hard at work. I don't know if you can see
there, but you were saying, what, 5 chefs today?
(02:25):
Yeah, very cool. And what kind of what kind of
business are we expecting today like, oh, it's.
Really quite busy so we have around 60.
Goes for the lunch. Wow.
And dinner, it's around 70. And sounds a little bit about
Banaras, sorry. So what Banaras is so if it's.
Basically your Indian cuisine. It was open in 2003 and we'd
been like the one Michigan star from 2007.
(02:47):
Congrats chef. Some years leading in a very
best way and again to be like getting the Michigan star every
year I. Was going to say, you can't
quite see how it's shocking if there's lots of awards happen at
just. You can.
You can see it's like you don't need a proof.
That's very cool. How long have you been here
yourself? Just.
Three years 3. Years.
Just three years. I'm very now.
(03:08):
Three years ago, I just talked to the guys.
It's a long service, the GM 17 years.
Yeah, General manager. Who will lead their team?
Mr. Mukesh find it. Yeah.
It's like he's been here for some 18 years.
That's a long. Time Mark, have you been at
Tizzle for 17? Years.
No, I haven't. Coming up for two.
Tell us a little bit about, obviously we're here today to
talk about Banaras annual relationship where yeah, Tizzle
(03:28):
and tell us a little bit about your role and what on what
Tizzle does. So I look after the accounts of
Thistle. We probably have around 500
sites here in the UK focused primarily in the fine dining
space. And that's historically where
we've come from. But we do have customers right
the way across the board, down to 1 of coffee shops as well and
everything in. Between wow, so it's a fair
(03:50):
broad product and you've got I don't want to get too much into,
but you're you're a part of a a many products, aren't you?
Sits in a group of. Yeah.
We, we, we sit in the Clear Course Group.
We're one of the the Clear Course companies.
We have a few sister companies inside there as well around
payments and and vouchers with gift Pro as well.
So those are all part of the Clear Course Group, Yeah.
And here we have, I mean obviously you guys operate here
(04:11):
and you got I think the relationship borrow a six month
blip, the relationship been going on for like 20 years.
Is that right? Yeah, yeah, yeah, almost right
back to the beginning of Banaras.
And one of the main benefits of working or you found a work of
having that relationship, these guys are working with us.
What are the things that really kind of enable you and your
lovely team behind us here to dotheir work?
(04:31):
So the best part is that they'rereally easily available.
They're always like a problem solving people.
Whenever you give them a call, they immediately solve their
problem like in matter of minutes.
That's its key, right? It's amazing even.
Even in the busy hours, Yeah, you know, I personally have for
them. Like try price.
(04:51):
Your own speed dial. Yeah, the number is on the speed
that. Yeah, it's true.
And I think people forget that support actually, Yeah.
And that ability to contact yoursupply, whether it be the ECOS
supplier or the batch guy, I said it's crucial rising because
you guys are busy. Because operations are like
that, we are doing like on a busy day, we're doing more than
$100. Yeah, free night and you know,
(05:12):
if the the system again so hangsup, everything goes on the toss.
So that's having this. It is like a fortune for us.
Yeah, I'm not. And you would say, I mean you're
also going to same thing. But but I think we were talking
off air before about the fact that sometimes when you've been
in business for a while in this market, in technology
especially, people view you as alegacy product or whatever
(05:33):
might. Yeah.
But actually the support and experience you'd bring with you
to help people at Banaras is absolutely crucial.
Yeah, it's interesting. Historically, our product was
based on a product that we resold, but we took the
learnings from that and we created Horizon knowing what our
find out in customers need inside this space.
One of the key elements is support and all of our customers
(05:55):
without exception get support until midnight every day of the
year and that's all part of their license.
Wow. Yeah, yeah.
I'm I'm guessing you get similarfeedback then do you from other
customers saying that that support?
Is crucial. It's interesting, a lot of the
new business that we get comes from referrals where staff who
have used Thistle previously have moved to a new location and
(06:16):
they seek us out because they like to use the same product at
their new venues that that's quite often how we get new
business. And in terms of, you know,
features, I suppose, and benefits, it's really
interesting because you guys do set courses and you have your
out of cart menu. How does the, how does I'm
working with that kind of technology help you do that?
I mean, I was talking, is it Richard?
Who's your? Richard Yeah.
(06:36):
Who's only the other manager, restaurant manager.
And he was telling me that actually being able to
communicate with the kitchen, you don't need to speak to the
kitchen, you can just do it through the pause.
Is that right? That's absolutely correct, and
the best part is the they have a.
Horizon Hub site. So you know, we can access from
the phone as well. So you know, you don't have to
go at the back office, change any other icon or any other
(06:58):
message you can do on your phoneand immediately it will reflect
on the system as it's very easy for us.
And simplicity, I'm guessing is pretty, I think sometimes we
over, I mean, I work with a lot of different technology
providers. I think sometimes we're guilty
of over complicating, over complicating technology or at
least the messaging about the technology.
And for you guys without being rude, you don't care you care
(07:19):
more about your customers got inright than you do about the
technology yes and what and whatwhat is it that I suppose that
really helps you run a shift with the with this EPOS
particularly what one of the things that are really helping
you drive your ability to perform well for your customers
so. It's fast, yeah, first of all,
and the margin of the area is very less, you know, whenever
(07:40):
you're picking up the orders andeverything, you know, it does
not be delayed and it doesn't get tattered.
So the we got a system in between for six months.
The problem which we were facing, it got handed between
right and imagine 160 goes on a Saturday night and that system
goes off. It's really difficult and then
(08:00):
you can't access someone, but itisn't it's the best part is you
can call them anytime during therush hour as well and they'll
help you with. That and Amar, I mean, everyone
talk about integrations and all the bits that pop into the
product. What are the key metrics for you
when you're working with people like this to enable them to be
able to run these shifts smoothly and kind of make sure
that they're connected all the time on all?
(08:21):
I think it's on all the time or whatever.
Always on, always on. So, so, so I think that it
starts right at the beginning when we do the implementation,
we spend a lot of time, we put ateam in, they communicate very
clearly with the site. They understand exactly what the
requirements are. And even though Horizon on the
face of things can be viewed as quite a complex system, it's all
about taking that complexity andconverting it into something
(08:44):
which is seamless and simple in operation.
And that's where our expertise is.
And then when we hand over the system, it's something that's
operationally very slick and we can always alter it.
We're just a phone call away. Yeah, yeah, perfect.
And, and if there's three key things for you, you know you're
on when you're on shift or when you're when you're kind of
(09:04):
working with your team. What what I mean, you mentioned
simplicity, you mentioned support.
What I suppose what's the what would be the third thing that
you would say is super importantto you in terms of running your
business or running your shift with an ECOS supplies that's.
Something technical. Yeah.
It's like the changing of the prices and I can so because
sometimes we get like a separatemenus.
(09:25):
Yeah, we get like an individual menu.
So you have to separate the pricing, you have to rename
them. And it's very easy.
I can do it from my phone. So that is the level of the
easiness which you get with thisso.
It's like a jealousy, then that jealousy to be able to kind of
shift. Engagement and the best part is
like even if you're not tech savvy, still you can, you know,
(09:47):
if even if you're ready, even like not you, but anyone,
whoever not like not very tech savvy, like yeah, old people or
something to consider. It yeah, but it's true, right
isn't it? Because I think something we
always forget is that actually the workforce that work in our
yes, you know, aren't coming outbecause we.
(10:08):
Have habits of using laptops, the ABS every time you have much
more into the operations. Yeah exactly.
You know, which makes a life easy?
And that's how you should build a product.
Precisely. You should build it around these
people that are going to use it,not around where you think it
may be. Yeah.
And is that I suppose that's what you guys are gathering
feedback this constantly? We do.
We, we, we're constantly pickingup feedback.
(10:30):
We're also looking at the marketand seeing where the other
efficiencies are, operational efficiencies or commercial
efficiencies and we spend time and effort putting those things
into our product as well. It's one of the advantages of
not using someone else's productor reselling someone else's
product. All of that feedback goes
straight into our product manager, Michael, and he's the
one who sets out the road map and can make the developmental
(10:51):
changes based on direct feedbackfrom our customers.
Michael sounds like he's busy. He's very busy there.
And very quick there. I want to talk about the blip
that we mentioned this one. So you did move to another
provider. We don't need to talk about the
why or what's of that because I think there's a, there's an
overarching owner of this business, right, who can decide
on those things. But there was a reason why you
came back because it was only a short, was it 5 months?
(11:13):
You've changed four months, fourmonths, four months.
That's a very short time for such a big product because EPOS
is no deal, right? To take in and out.
So what were the what? I think you might have covered
it, but what are the main reasons that you kind of decide
or the team decided to come back?
So the main reason which I told you the hanging the attic used
to get time during the busy operations.
The second was like the creatingthe buttons so you.
(11:38):
Didn't have the ability to. It was a bit.
Difficult. You have to go to the back
office, you have to log in and get everything.
This one is like you can use from the phone so it's much
easier for It's crazy. I mean, I just found it so
interesting. Just a simple I know, isn't it?
And then the best part, the support team, you can call them
anytime. With that system, it was a bit
difficult because we couldn't call them.
(11:59):
They were not 24 hour. Was it like an electronic talk
to me and. It said yes.
You have. And it was like a more like a
robotic team. Yeah.
You, you need to chat with them.Yeah.
Yeah. Tech people, if you're listening
in terms people look like this, I'm in the.
Plymouth Main, we are, as I mentioned, we are in the
operations and when you are busyat that time you don't have a
time to you know, chat like that.
(12:20):
It's it's like safer to like go and go when like an old school
person just make a call and someone there to solve your
problem. Yeah, but.
Old school is sometimes them name the.
Best, right? It's like going to a customer in
your restaurant saying and they say, oh, I'm not happy with my
meal. OK, no problem.
Let me log that for you and I'llcome back to you in an hour and
give you this. You can't do that.
You have to respond straight away, right.
(12:41):
And I know that's, I'm saying that jokingly.
I'm sure these, you know, these companies are huge and sometimes
difficult to respond. But that ability to give the
reassurance to the operator thatactually we've got you.
Yeah, we know there's a issue we're dealing with quite quick
and I think it has to be quick, right?
45 minutes is too long during service.
Yeah, it's too late. Yeah, it's too late then.
Yeah, Yeah, typically we, we, weresolve issues first time call
(13:03):
75% of the time. So on the phone there and then
we'll resolve an issue and that's what we strive towards.
It's we, we aim to provide that level of support.
Our UK based team are literally on hand from 9:00 in the morning
till midnight every day of the year to provide that support to
our customers. Wow.
And then and now you're back. Yeah.
Sizzle are back in Banaras. That's right.
(13:24):
It's quite. How was the rate?
Is it like you were never gone? Yeah, I mean, it's interesting.
I remember sitting down at that first meeting and understanding
exactly what the paint points were.
It was a very nice lunch, I haveto admit.
And, and yeah, we, we, we workedin, I think in four or five
weeks, we, we, we were back in and installed in up and running
and, and that's what it was. And it is, it's great to be
(13:46):
back. It's great to be associated with
the brand, a successful brand, astart brand.
It's fantastic. And and you haven't, there's not
just one dinars, right, there's a second one.
No, this is the first one. The second one is in the
Magrick. Oh wow, did you get to work in
Madrid? Or I never, not yet.
Not yet. You never know yet.
You never know. You got you guys aren't
servicing Madrid yet? We, we, we, we're not servicing
(14:08):
Banaras in Madrid at the moment,but we do have some customers in
spite. OK, very cool.
Look, it's super interesting to talk to you guys and I think
what I love most about this is the relationship actually is
actually the technology becomes secondary when you're doing a
good job on the relationship. It's a bit like a real life
relationship, right? When you're working with a
friend or a girlfriend, boyfriend, whatever, but
actually if you put effort in, it actually overcomes
(14:28):
everything. And I think these guys will
start to work behind us, workinghard.
And I think we'll have to let you go and do the same.
Presume are you on shift today? Yes.
OK, well, have a great shift. Thank you for taking us for
this. And Mark, if people want to get
in touch and find out about Tizzle, how do they get hold of
you? Yeah, mark.snell@thistle.co.uk.
Or you can just have a look at the website and pick up the
telephone number from there. Perfect.
(14:49):
Thanks very much, guys. Thank you very much and I'll see
you all next week. Thank you.
Bye. Bye.
Bye.
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