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The Menu – the latest insights on restaurant technology trends, customer successes, and best practices.

Market Street Public House Reconnects to Customers Online with Oracle

Amber Leith
Head of Global Marketing

As part of our Rebound. Rebuild. Reimagine initiatives, we will be releasing a number of real stories from restaurateurs on how technology is enabling business continuity in a time of unprecedented change.

"As owners of a small independent pub, it is hard to know who to turn to when a crisis like this hits. Oracle helped us to understand our options, connect us with the right partners, and advise us on the best way forward for our business." – [Michelle Tyler, Owner, Market Street Public House].

An independent pub in Denton, Maryland, well known for its live music and traditional Irish pub-fare, found itself in a challenging spot when faced with having to close their front of house operation. The Market Street Public House previously operated solely as a table service restaurant and bar, serving everything from traditional Irish potato soup, to oysters, and classic American burgers. The pub had only been offering takeout for diners who couldn't quite finish their meals, and so the idea of pivoting to off-premise overnight wasn’t something owners Michelle and Brian Tyler were prepared for.

The pub’s local popularity, and remoteness of the town, meant there had never been a need to investigate alternative ordering options. When news broke in late March that restaurants would be required to close their dining rooms due to COVID-19, Michelle and Brian didn't know where to turn.

Pivoting to Off-Premise Overnight

Initially, to keep revenue streams alive, the Tylers resorted to taking telephone orders, a common method for restaurants that do not have an existing multi-channel operation. This proved to be incredibility inefficient and inconvenient as customers were forced to continuously re-dial until they could get through to a member of staff who could take their order. Servers would then re-enter the order into the restaurant POS system to send the ticket to the kitchen. It didn't take long for Michelle and Brian to realize they needed a streamlined approach if they were going to rely on takeout to keep the business running.

It was at this point the Oracle Food and Beverage team reached out with their complimentary Off Premises 5-Point Assessment, an offer specifically designed and delivered by industry experts to help restaurateurs like Michelle and Brian pivot their business quickly.

After a thorough discussion exploring the best options for the business, the team recommended an integrated digital ordering system that would enable online and mobile ordering as well as pay-up-front capabilities using X-Dine, a solution from integration partner Eigen Payments.

Improved Speed of Service and Order Accuracy

This integrated ordering system now allows Market Street Pub to take orders online as a branded extension of their website. It operates seamlessly with their restaurant management software, eliminating the need to re-enter orders into their restaurant point of sale system. Orders are directly sent to the kitchen in real-time and digital payments are accepted, mitigating risks associated with handling cash. Online ordering has made a material impact to the business, and even though Market Street reopened their dining room in June, the pub still maintains high takeout volumes as many customers prefer the added convenience and peace of mind.

Rebound. Rebuild. Reimagine.

Building upon the success of our Off Premises 5-Point Assessment the Oracle Food and Beverage team have designed a Restaurant Rebound Assessment, complimentary to all customers looking to take their off-premises and digital operations to the next level. The assessment considers key business inputs and models multiple cashflow scenarios, based on sales and delivery channels, menu configuration, supply chain considerations and staffing plans. Customers interested in taking advantage of this opportunity can connect with us directly by phone: US: +1 866-287-4736; UK: +44 207 5626 827; AU: 1300 366 386; LAD: 52 559 178 3146) | chat | or request a call back.

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