Meet Matanuska Brewing Co. Their challenge was a common one: outdated paper-based processes were leading to slow service and a compromised customer experience.
With four locations, including indoor and outdoor spaces, restaurants and a live music venue, they needed to improve transaction times across the board.
Paper tickets not only made it almost impossible to effectively serve large crowds at the music venue, they also slowed the kitchen down. This reliance on a slow paper-based system led to mistakes — meaning a less-than-stellar experience for customers and servers alike.
With four locations, including indoor and outdoor spaces, restaurants and a live music venue, they needed to improve transaction times across the board.
Paper tickets not only made it almost impossible to effectively serve large crowds at the music venue, they also slowed the kitchen down. This reliance on a slow paper-based system led to mistakes — meaning a less-than-stellar experience for customers and servers alike.
“We needed a system that helped us get out there and sell at any location. The challenge was being able to rapidly take people's orders, get them turned in and get their orders out.”
Their new future: Exceeding expectations tableside, tap-side or anywhere in between
If their challenge was relatable, the solution was equally clear: bringing in a cloud-based, mobile POS solution built for their multi-location restaurant, brewery and entertainment company.
After adopting the technology, Tomter saw the difference immediately — and so did his guests. “We've reduced our time from the order taken at the table to the product being delivered to the table by a tremendous amount, and our guests notice it right away.”
After adopting the technology, Tomter saw the difference immediately — and so did his guests. “We've reduced our time from the order taken at the table to the product being delivered to the table by a tremendous amount, and our guests notice it right away.”
Servers now take orders tableside and confirm details before sending anything to the kitchen. That same device can then be taken into the concert venue or brewery and handle multiple transactions at the same time. They’ve cut transaction times in half and reduced mistakes, too. Kitchens in every location use screens that are synced with mobile devices, so orders populate from FOH to BOH automatically.
Faster service isn’t the only thing leading to better customer experiences. The system helps servers upsell by suggesting pairings, or even customers’ past favorites, stored within the system. Prompts to promote a Mexican lager with a serrano pepper burger, or the ability to see customers’ previous orders make it easy for every server to confidently build better relationships, bigger tickets and better tips.
Faster service isn’t the only thing leading to better customer experiences. The system helps servers upsell by suggesting pairings, or even customers’ past favorites, stored within the system. Prompts to promote a Mexican lager with a serrano pepper burger, or the ability to see customers’ previous orders make it easy for every server to confidently build better relationships, bigger tickets and better tips.
“It's as guest friendly as it is user friendly. Even for our older guests. We're getting at least 15- to 20-minute faster turnover. I have seen an increase in tips because of this system.”
Hands-on support every step of the way
General Manager and Events Coordinator Monica Gomez was familiar with Heartland, a Global Payments company, from working for another company. When she arrived at Matanuska Brewing Co. and saw how paper-based processes slowed things down, deciding what to do next was easy.
“I knew I wanted to bring Heartland into this restaurant to be more efficient and faster with our staff, and our customers.”
“I knew I wanted to bring Heartland into this restaurant to be more efficient and faster with our staff, and our customers.”
The results speak for themselves
- 50% shorter transaction times
- 30% faster at turning tables
- Substantial savings from not using paper
- Increase in overall earnings and tips
In addition to the technology, the ability to receive local support was a big factor. With other providers, getting service after the sale was often a struggle. But working with Heartland offered Matanuska Brewing Company a different experience: real people behind the technology and a helping hand every step of the way.
“It's difficult in Alaska to have on-site customer support and that was really what sold us. Greg [Matanuska’s software relationship manager] was on-site through the whole implementation, from Palmer to Anchorage and everywhere in between. We've had multiple different systems over the years and never had that.”
Get the full story
Matanuska Brewing Company’s story shows how the right technology can transform operations and elevate the guest experience.
With smart solutions, they’ve streamlined service, boosted revenue and created a more efficient, guest-friendly environment across all of their locations. Download the case study to learn more.
With smart solutions, they’ve streamlined service, boosted revenue and created a more efficient, guest-friendly environment across all of their locations. Download the case study to learn more.