Thanks Sim.
Thanks Sim.
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We have thirteen restaurants in Atlanta and in South Florida.
All types of restaurants: a steakhouse, seafood, French restaurant, Italian...
We have our own bakery.
The company started in 1979 with the restaurant being the first fine dining restaurant in
the city of Atlanta.
The phone system is so important to our lifeline for our guests and for our staff.
That's how we take all of our reservations.
Plus internally, just getting from restaurant
to restaurant, that's how we communicate with each other.
We replaced the phone system because our previous setup was end-of-life.
It was over.
We wanted something that is more user-friendly.
This was easy to use.
We wanted to make sure we're staying on top of the technology that's out there.
I wanted to have a professional sounding on-hold, music, and voice, and be able to advertise
while people are on hold trying to get to the right person.
And again, we wanted to make sure they can get through is the number one priority.
So that's being live 100% of the time and not worrying if the phones are working.
We looked around.
We looked at several different systems.
We looked at Shoretel along with the Digium, we looked at Avaya.
We did our due diligence.
We had a couple of different presentations come in.
And because we have a wide range of stores, we have the corporate offices, where we have
all of our back-office, so we have thirty-five plus people here, in addition to about fifty
lines total, and then each of our stores has somewhere between five and twenty lines and
different of people as well...
So that's how we decided that we were going to come to the Digium system.
We worked with Emerald Data Networks for many years, and they've been a great advisor, a
great partner.
We trust what their judgment is.
The relationship with Emerald and Buckhead has been, gosh, it's over 20 years now.
I mean when I very first started here back in 1996, they were one of the first customers
that I came to.
We do voicemail.
We do... We actually do some pretty sophisticated call-flow analysis at times.
For example, in one of the restaurants, we have certain time windows where if the phone's
not answered within the first set number of rings, and I think usually it's six or
seven, then we ring into a group that actually pages the manager to let him know that the
phone didn't get answered in the time they've been told that they have to answer the phone,
right?
Depending on the individual person who was getting a phone dictated the model.
Some of them full-featured phones, some of them are advanced, and then others, less-featured
phones.
And then the services of course are the customizable messaging.
And in the back offices, we use it for a lot more than that.
We use it for our integration with our credit card system.
We use it with for our integration with our gift cards system.
We use it for marketing.
So it has a lot of uses beyond that in the back office.
For the front office, it's a restaurant, right?
We need to answer the phones, take the calls and take the reservations.
If they call us after hours we'll pick them up and call them back the next day.
We did a one-day rollout.
We ordered all the phones into our office.
We plugged the phone system and all the phones into a local network, let them all get their
IDs, assign all the users to the individual phone sets, set up all their presets for their
buttons, and print all the labels out and put them in.
We didn't feel anything.
Everybody that worked down here, we just came in the next day, and we had new looking phones,
that's the only difference we saw.
So we basically came in, we racked up the system, we set the phones out on the desks,
we turned them on...
Boom!
Everything was done.
Their name was up.
Their pre-dials were already set.
They were good to go.
I think one of the biggest things is the message on hold, and just our message when people
call up, they hear what our marketing piece is, we do a lot of different promos...
They have several, maybe not hundreds, but tens of different recordings that they do
every year for marketing purposes, whether it be something at Halloween, or at Christmas,
or Thanksgiving.
Or whether we do things like temporarily closed, or, you know, we're having an ice
day or whatever here in Atlanta...
I have an on-hold reminder, which is one of the few things... We cherish our guests, and
we want them to not be forgotten.
This new system alerts you when it gets to 30 seconds into the phone call.
It beeps and also blinks to remind me if somebody is on hold, but it makes a sound too.
I think they, if they thought about it, they would say that the voice quality is better
than what they had before.
And that's probably because of the HD phone sets.
I think our staff is very excited to use it because they just know, "Hey, it's just simple."
It's not too complicated.
"What extension do I press, what do I do?"
It's just very user-friendly to transfer calls, to accept calls... all that.
One of the reasons we switched was because of the savings.
It was no cables running from pole to pole, but using a smarter way of communicating which
was not only better quality but was more efficient financially I would say.
Previously, one of the things that we tried to do was make sure that it would be very
easy through our POS System, our Point of Sales System, and our reservation system,
we made it easy to, if somebody called the restaurant, and we didn't have a seat for
them tonight at 7:30 at the Fish Market, it made it easy for us to go ahead and be able
to book them a reservation across the street at Chops at 7:30, right?
So, one of the things that we've done with the phone system is that we've made it easy
to also transfer those calls over.
So if for some reason, they want to talk to somebody a Pricci, for example, and they can't
get a reservation here, but we see there is on available at Pricci we can make it, but
they want to talk to somebody there, we can very easily two-touch transfer them over to
the restaurant and the phone system helped enable that.
As far as satisfaction goes from our guests that attend the restaurants, I would
hear about it, if there were problems.
But I don't hear about it.
So it's gotta be good.
We call it the lifeline of our restaurant.
Even with all the technology, people making reservations online...
Anybody that is really serious about dining with us, uses it to talk to a live person,
and it's like our bread and butter. Absolutely.
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