Nintex > Case Studies > UK’s biggest pub and restaurant operator raises the bar with Nintex

UK’s biggest pub and restaurant operator raises the bar with Nintex

Technology Category

Robots - Wheeled Robots

Applicable Industries

Retail
Telecommunications

Applicable Functions

Facility Management
Quality Assurance

Use Cases

Onsite Human Safety Management
Retail Store Automation

Services

System Integration
Training

About The Customer

Mitchells & Butlers is the UK’s largest operator of managed restaurants and pubs, with more than 1,700 businesses within the UK. Its portfolio includes many of the UK’s best-loved brands, including Harvester, Toby Carvery, Vintage Inns, Premium Country Pubs, Crown Carveries, Sizzling Pubs, All Bar One, Browns, Miller & Carter, Nicholson’s, O’Neill’s and Ember Inns. The company's retail business managers are each responsible for about 15 facilities, and their primary responsibilities include interacting with customers and ensuring the quality of food and service.

The Challenge

Mitchells & Butlers, the UK’s largest operator of managed restaurants and pubs, was facing a significant challenge with its paper-based system. The company’s retail business managers (RBMs) were spending between 30 and 60 hours every three months reviewing safety paperwork for each of the company's 1,700 restaurants, pubs, and bars. This paperwork included forms for pre-opening checks, closing checks, health and safety inspections, cleaning schedules for storerooms and kitchens, general manager’s checklists, corrective action lists, and more. This process was not only time-consuming but also took the RBMs away from their primary responsibilities of interacting with customers and ensuring the quality of food and service. In total, they were inspecting 3 million pieces of paper per year, which was a significant drain on their time and resources.

The Solution

To address these challenges, Mitchells & Butlers developed a solution using Nintex Mobile and Nintex Forms for Office 365. This solution was cloud-based, which eliminated the need for the company to build and maintain on-premises infrastructure. The new system allowed managers to complete forms on Samsung Galaxy Tab 3 tablets using Nintex Mobile, replacing the need for paper forms. The forms were designed to be more visual, intuitive, and faster and easier to use. The company also used Nintex Forms to integrate due diligence and training in ways that were not possible with the paper-based system. For example, if a manager recorded a temperature for frozen fish that exceeded standards, the form would present a panel that instructed the manager to discard the fish and delivered safety policy content on proper handling of fish.

Operational Impact

The implementation of the Nintex solution has had a significant impact on the operations of Mitchells & Butlers. The retail business managers are no longer buried beneath mounds of paperwork, saving approximately 23,400 hours a year. They no longer need to audit the forms as Nintex Forms flags incorrect or incomplete entries. They can easily view the forms or aggregated reports from wherever they are, allowing them to take quick action to resolve problems, instead of discovering three-month-old problems during quarterly reviews. The solution’s mobile capabilities have been particularly well-received by the managers, who have redirected their newfound freedom to improving guest relations and kitchen operations.

Quantitative Benefit