In a significant move to enhance operations across its vast hospitality empire, Oliver & Bonacini (O&B) has recently implemented Silverware POS as its point-of-sale (POS) solution. With a presence spanning Toronto, Montreal, Calgary, Edmonton, and beyond, O&B is renowned for its exceptional dining experiences and unwavering commitment to quality. The company’s decision to adopt Silverware stems from its relentless pursuit of efficiency, innovation, and superior guest experiences.
Silverware, a global leader in enterprise-level POS solutions, has a proven track record of catering to the diverse revenue streams encountered in hospitality venues. From restaurants to bars, lounges, room service, banquet halls, and retail facilities, Silverware’s adaptability and customization capabilities have made it the preferred choice for O&B.
“The demands of today’s diners are constantly evolving,” remarked Charlotte Newbury, Associate Director of Business Operations at O&B. “At upscale establishments, guests expect personalized service, captivating ambiance, and culinary adventures. In more casual settings, diners may prefer interactive or self-serve experiences. Time is precious, and waiting to pay is no longer acceptable; a seamless scan, pay, and leave scenario is more aligned with their lifestyles. To cater to this dynamic mix of preferences, we required a POS solution that could seamlessly adapt to our diverse concepts and provide us with the flexibility to manage and maintain it on our own. Silverware emerged as the clear choice, offering all these capabilities and much more.”
Prioritizing efficiency was paramount in O&B’s selection process. The primary goal was to expedite food service and ensure seamless order transmission to the kitchen, eliminating delays and bottlenecks. Additionally, the company sought a solution that would resonate with its predominantly youthful wait staff, who are accustomed to embracing new technologies. Silverware, meticulously designed to optimize efficiency and boost profitability, checked all the boxes for O&B’s requirements and aspirations.
“When onboarding new employees or bringing a restaurant online with Silverware, everyone is amazed at its user-friendly interface,” Newbury said. “Most servers initially assume that all POS systems are essentially the same, but Silverware shatters that notion. Our staff consistently rave about its intuitive design and comprehensive features. It anticipates every possible need, including automated pricing level changes for lunch and Happy Hour transitions, eliminating the need for manual inputs. Whenever Silverware offers opportunities to pilot new features, we eagerly participate, providing valuable insights to shape their development.”
Newbury emphasized that Silverware’s user-friendly interface enables staff to become proficient in approximately 45 minutes of training. This not only reduces training costs but also empowers O&B to manage and troubleshoot back-end programming internally. With 16 dedicated employees overseeing Silverware across its vast foodservice enterprise, O&B has created a centralized hub to efficiently manage all point-of-sale systems companywide.
“Silverware has significantly simplified our operations, and their support is exceptional,” Newbury stated. “Should we require external assistance, the 24/7 Help Desk is always available. Silverware’s account managers are highly accessible, responsive, and honest; they clearly communicate their capabilities and limitations. Their prompt and reliable support gives us peace of mind, knowing that we can always count on their assistance.”
O&B is also leveraging Silverware’s GuestX feature to enhance its online ordering capabilities. This platform empowers customers to effortlessly place orders and make payments via mobile devices using credit cards, Apple Pay, or Google Pay. GuestX offers complete customization options, allowing each restaurant to tailor the interface to their unique branding, ensuring a cohesive experience for diners whether they dine in or order out. Consistency is paramount for a multi-platform company like O&B, making this customization crucial for maintaining a seamless brand identity.
“O&B is deeply committed to quality, growth, and technology,” Newbury said. “We are constantly seeking efficiencies while staying at the forefront of innovation. By embracing these principles, we can elevate the guest experience to unparalleled heights.”
With a bright future ahead, O&B plans to open six new restaurants in 2024 and embark on a large-scale food hall project with 16 food stalls. Silverware will be an integral partner in these endeavors, providing the technological backbone to support O&B’s continued success and unwavering commitment to delivering exceptional hospitality experiences.
