How Burger & Lobster Got Reliable Print Support Around The Clock
Burger & Lobster replaced unreliable HP printers and slow call-outs for Konica Minolta devices, proactive monitoring and DNC’s 24-hour support line, so its late-opening restaurants can get help at any hour.
- Restaurants & Hospitality
- Konica Minolta
About Burger & Lobster
Burger & Lobster is a leading lobster restaurateur, serving lobster from Canada to over 1,000 customers a day.
With sites as far afield as Singapore and New York, the brand has grown stronger year on year.
- Customers served daily
- 1,000+
- Customers served daily
- Support line, evenings and weekends
- 24hr
- Support line, evenings and weekends
- Emergency toner, even out of hours
- 1 hour
- Emergency toner, even out of hours
- Maximum site downtime, even at weekends
- 24 hours
- Maximum site downtime, even at weekends
The challenge
What Wasn’t Working
Burger & Lobster’s previous supplier provided HP printers that broke down constantly. Call-outs were charged, toner was overpriced, costs ran higher than expected, and in many cases sites waited three days for an engineer.
DNC spoke to every level of management. Teams wanted reliable printers that could cope with hot and cold environments, scan back to head office and print menus on demand, plus someone to call at any hour, as sites open late and need repairs at weekends.
- Constant breakdowns frustrated staff and managers
- Charged call-outs and overpriced toner
- Engineers often took three days
- No way to raise calls out of hours
- No monitoring, so toner ran out
- Duplicate toner calls between shift changes
- Head office time lost following up engineers
- Spiralling, hidden print costs
The solution
What DNC Did
DNC recommended a managed print service: Konica Minolta devices in each restaurant’s back office, monitored for usage, consumables and faults, and backed by DNC’s 24-hour call centre, with a real person answering late evenings and weekends.
DNC first worked through the plan with Burger & Lobster’s IT company, Inventive Consultants, then presented it to management, who were very happy with it.
- Konica Minolta devices in restaurant back offices
- Monitoring tracks usage, consumables and faults
- 24-hour support line answered by a person
- Proactive servicing, often before staff notice
- Emergency toner within the hour, out of hours
- Usage reports to control colour printing
- Close working with the client’s IT company
The results
The Difference For Burger & Lobster
Every machine was installed in the first quarter of 2021. When demand surged as the restaurants reopened, sites were pleased with the improved service.
Staff now call DNC’s 24-hour number instead of head office, and feedback has been extremely positive.
- Staff call a 24-hour line, not head office
- Faults and low toner flagged early
- No site down over 24 hours, even weekends
- Toner delivered automatically when required
- Clear usage reports and controlled colour print
- Less burden on the IT company
- Extremely positive feedback from sites
Since we have changed to DNC Systems, my management team couldn’t be happier. DNC have provided us with great equipment and service, smooth and fast printing. With the automated technology set up by DNC, we don’t ever have to worry about running out of ink, as it gets delivered automatically as and when required. This has changed the speed and efficiency of my management’s tasks and their workflow. Great service equals to happy people.
“DNC Systems have been a joy to work with, as they’re ready to help our mutual clients with their printing issues at any time, and are able to resolve any printer issues they have efficiently. We’ve received multiple emails from our clients praising both the staff and the services they provide, as well as how efficient they are!”
Inventive Consultants Ltd, IT partner to Burger & Lobster 
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Could We Do The Same For Your Business?
We’ll look at what you have, how you use it and where improvements can be made, then recommend a solution based on what you actually need.