Read how Xenial works with Pure Foods to get restaurants the support and help they need to give guests great experiences.
The Beginning
Pure Foods Management, a Popeyes Louisiana Kitchen franchise owner, has grown rapidly across the Northeast and Mid-Atlantic regions of the U.S. As of May 2021, the company had about 100 locations.
Majid Shah is Vice President of Technology at Pure Foods Management. He and a small team oversee all store systems, company-wide.
Pure Foods Management relies heavily on these Xenial technologies:
During the COVID-19 pandemic, when dining rooms closed or could only operate with limited capacity, Pure Foods Management began line-busting with Tablet PCs to support the increase in traffic and sales in the drive-thru.
With Quick Serve Restaurant guest experiences dependent on so many mission-critical technologies and those experiences and technologies changing at drive-thru-like speeds, restaurant IT teams need reliable technology—and responsive partners—now, more than ever. This was especially true during the pandemic, and remains so as restaurants chart a path forward. It’s also particularly true for companies like Pure Foods Management that are growing rapidly, either through acquisition or expansion.
Pure Foods Management
100 Popeyes Louisiana Kitchen franchises
Across the Northeast and Mid-Atlantic regions of the U.S.
“Compared to other vendors, Xenial support has been more responsive and proactive to work with us...to get our restaurants the help and support they need to give our guests the best possible experience.”
- Majid Shah, Vice President of Technology,
Pure Foods Management
The Transformation
Shah worked with Xenial Support to devise a Support model that works for him and his small IT team. Pure Foods Management IT typically engages Xenial Support using either email or SMS/Text. Other options include Phone and Web Chat. Support is available 365/24/7.
In addition to its standard support channels and resolution timeframes, Xenial offers an escalation path to help resolve mission-critical issues.
In early 2021, Xenial rolled out Einstein Analytics. This Artificial Intelligence-powered support technology automates the routing of support requests sent via Email. This dramatically improves response and resolution times for Pure Foods Management and all Xenial customers that contact Xenial Support via email.
The Outcome
“It’s nice to not have to fret or worry that our Support request will still be sitting there days from now,” says Shah. “With Xenial, our requests get routed, handled, and resolved, which gives me confidence as we look ahead to continued growth.”
A Partner Willing to Offer a Customizable Support Model, Unlike Other Vendors
“Compared to other vendors, Xenial support has been more responsive and proactive to work with us to adjust the way they work—and the way we work together—to get our restaurants the help and support they need to give our guests the best possible experience,” says Shah. “Xenial Support listens and closes the feedback loop, making adjustments and refinements in their support practices and processes that fit our team and our business.”
One Partner, One Call for Support
Shah believes in streamlining and simplifying as much as possible. “If I can work with just one vendor for several of my technologies or services, that means fewer contracts and invoices to manage,” remarks Shah. “It means one person or support team can help me with all of those solutions. This way we truly have a ‘one stop shop, one call for support.’”
Shah appreciates the efficiency and time savings that come with getting so many technologies from a single vendor. “By working with Xenial for so many store systems, the time we spend resolving issues is far less than if we were working with several different vendors” he says. “From ordering to kitchen to back office, we spend less time, and require fewer IT staff to chase down answers and fixes because we can handle everything with one relationship.”
Company Overview
Operating in Mid-Atlantic and Northeastern U.S. states, Pure Food Management owns approximately 100 Popeyes Louisiana Kitchen restaurants. The company has been on a rapid growth trajectory. Learn more about the company, and discover franchising opportunities with Popeyes.
“It’s nice to not have to fret or worry that our Support request will still be sitting there days from now. With Xenial, our requests get routed, handled, and resolved, which gives me confidence as we look ahead to continued growth.”
-Majid Shah, Vice President of Technology,
Pure Foods Management
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