“It’s important that our first ever drive-thru offers a quick, easy and convenient service to our customers and PFM helped us define the best solution, optimised our budget and delivered in a well- managed efficient process from beginning to end. They understood our needs and worked with us. The staff were all able to hit the ground running due to the training and the easy to use equipment. The installation was completed on the day we closed all of our operating sites as a result of the Covid19 epidemic. It became clear the technology would enable us to quickly re-open the Empire site as a contactless Drive through, operating safely within the Government guidelines. This was the first of our 6 sites to re-open after lockdown. The Customer feedback has been fantastic and we continue to operate at capacity at peak times, serving quality Fish & Chips safely and efficiently. We are proud to be one of the very few Fish & Chips Drive Through’s in the UK.” Caroline Murphy, Director - Wetherby Whaler.
About Wetherby Whaler
Wetherby Whaler is a family-owned group of Fish & Chip restaurants and takeaways, founded by Phillip and Janine Murphy in Tadcaster in 1969. The business, which is growing rapidly, combines great food with a nostalgic setting across restaurants.
Their newest restaurant, The Empire in Outwood, Wakefield, is quite unique: A cinema inspired restaurant and live music venue, which uses the natural space aesthetics and repurposed original décor to create an incredible atmosphere, a social and dining experience.
Wetherby Whaler wanted to build on a growing demand and serve their premium fish and chips to the busy local families for whom convenience was most important. They began to look for an improved drive- thru vending solution and were keen to maximise the space available to them and to use the natural driveway around the building to its fullest potential. The main priority was efficiency of delivery and an improved communication system to ensure a speedy and accurate order process system. There is a big focus on quality and consistency, which means the production process needs to be efficient in order to minimise waste whilst providing a great customer experience.
The drive-thru systems of PFM Communication Ltd are “best in class” offering true HD sound quality which is essential in providing accurate orders and delivering great speed of service. Initially Wetherby Whaler contacted PFM for advice and guidance. PFM provided options for technology, initial thoughts around the design and options for the communication aspect of the end to end solution. This led to a thorough site survey and detailed proposal that included everything Wetherby Whaler could ask for. PFM also provided a support package in line with the initial need of the client, but with a flexible delivery model to match any future need. Comprehensive staff training, initial onboarding of systems and an offering that includes refresher training to keep up user adoption of the technology, regular Service Delivery Meetings to ensure the offering is working optimally. It all comes together to provide a world class Drive Thru Solution and Service.
The PFM equipment and management software ensure that the drive-thru process is managed with optimal efficiency. The Wetherby Whaler Management Team always have insights into staff performance and delivery efficiency. The Return on Investment is predicted to be short with most Drive Through systems accounting for 50%+ of overall turnover and this partnership has improved an already thriving local business and venue.
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