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Kenny Rogers Roasters
Kenny Rogers Roasters - Tapping outsource support for efficient operations
With more Filipinos choosing to dine out, the food-retail industry has continuously expanded, which led to the observed increase of industry players and branded food choices to suit every conceivable palate of Filipinos.
And as the different food retailers exploit the industry growth and the recent deregulation, some choose to expand by putting up branches. Some found creative ways to manage and cut cost to meet profit targets to maintain operational efficiency.
One of the more popular ways of cutting cost while maintaining operational efficiency is through outsourcing of non-core activities to acknowledged experts.
Kenny Rogers Roasters, one of the leading fast food retailers, chose to outsource.
Operational challenges
When Kenny Rogers was still a small and directly controllable network, the support structure that ensures proper execution of its operation was easy, both from a management and a cost perspective.
But as its network successfully grew, new operational challenges evolved. New skills have to be acquired. Supporting the frontline, most especially at the point of transaction- the counters, was fast becoming a very expensive item.
Due to this, Kenny Rogers opted to outsource the support-service of its counters or Point-of-Sale, particularly the highly utilized Epson counter printers.
The value-for-the-money proposition that includes Fujitsu's Call Center Service infrastructure to ensure efficient resolution of all escalations led Kenny Rogers to choose FPI as service provider. And in addition, the breadth of skills of Fujitsu engineers to properly support third party peripherals, like the Epson printers, was another business reason in choosing FPI.
The service enabled Kenny Rogers to manage its cost better, while supporting its branches efficiently. It also allowed Kenny Rogers to focus on other higher-value activities.
To this, Arni Bernabe, MIS Manager of Kenny Rogers has this to say, "We have expanded our reach and we been successful so far. But with each success, there are also new challenges. Kenny Rogers has done well. It is a happy problem. I'd put it that way. Like for us, we can always just increase the number of field engineers to support our growing network but that won't be too smart for we are not into the field support business, we are in the retail business."
He added, "It really makes a lot of business sense to let the acknowledged experts, like FPI, do the servicing for us. We were pleasantly surprise to know that FPI also supports other products, like our Epson printers. The service that FPI provided us helped manage our costs and in a cutthroat business that we are in - that's already big!"
And he continued, "The service FPI offered us was a cost-effective alternative to our own effort to support our branches. It was interesting to understand how FPI delivered its support service to us. The Call Center infrastructure really played an important factor in choosing FPI and the experience we had with FPI is what we had in mind! We are satisfied!
