Stockman's: home of the tastiest burgers, freshest beers, and funkiest desserts in Sydney
William Fenson, Owner of Stockman’s located in Sydney, created a beach side burger spot that’s notorious for serving up the tastiest burgers, freshest beers and funkiest desserts.
Known for their decadent burgers, ice cold beer, and delicious caramilk chocolate and lotus biscoff loaded cronut (yum), Stockman’s is beloved by locals & visitors alike. “I’ve always worked in food, and had a love of burgers. I found there were limited cuisine options in Sydney beach, so I started Stockman’s.”
At Stockman’s customer service is key. Stockman’s mission is “Feed others the way you wish to be fed.” So when their business transitioned to being about 50% delivery, 50% in-store, they needed to find a way to do delivery right. “Delivery is difficult to manage and pretty hard to get right. I knew we needed a way to reach our customers and uphold our world class service, but delivery made our jobs more complicated.”
Life pre-Otter
As a popular restaurant in a highly populated (and tourist friendly) locale, Stockman’s is busy. And when we say busy, we really mean busy.
“We receive about 20-70 orders per day depending on the day of week.” When their business began transitioning to about half in-store half delivery, managing those orders and ensuring that they upheld their world class customer service was difficult.
“More and more customers are reliant on delivery and we’re seeing that reliance expand from just weekends to weekdays too. It’s becoming a bigger part of our business week on week.
We’re grateful that people love our restaurant and continue to support it whether that’s in-store or at home, but managing our delivery business used to be quite difficult. We don’t have a lot of counter space in the restaurant, and since every delivery partner requires its own tablet, we were hesitant to sign up with new partners. Our front-of-house was becoming chaotic.
Getting started with Otter
William was excited to give Otter a try.
“The concept behind Otter made so much sense to us. As soon as we heard it existed, we knew we needed it. It’s just a small monthly investment that saves us so much time, money, and stress. Getting started was super easy, everything came connected and ready to go - as soon as we turned it on, orders started coming through.”
How Stockman's decreased errors and increased sales with Otter's Order Manager
Stockman’s utilises Otter’s Order Manager to streamline all of their delivery orders and operations on a single tablet. “With Otter, we only need one tablet. It saves us so much time and space – it really makes life easier for our staff.” In addition to order aggregation, Stockman’s uses Otter’s Auto-accept feature to miss fewer orders, “The Auto-acceptance feature has increased the number of orders we receive.
It quite literally lets us put our delivery business on auto-pilot.” With Otter, Stockman’s is “now saving about 90 seconds per order that comes in. We have about 70 delivery orders a day… so if you do the math, that’s a lot of time saved.”
Ability to focus on in-store diners & customer service
“In store is our priority. Sydney is known for having a lot of tourists, and we want to ensure that Stockman’s is a great experience for them. Now that Otter puts our delivery on auto-pilot, our staff can give proper attention to our in-store customers. Providing them with best-in-class service, making sure they have a great experience, all while a reliable delivery stream runs in the background.”
After about a year using Otter, the Stockman’s team decided to try integrating their POS system with Otter using Tyro Connect.
“Once we saw how much time and space Otter saved us through Order Manager, we decided to partner with the team to solve our next obstacle: manual order entry. The front of house staff had to manually type each order into our POS which took a great deal of time and sometimes resulted in order errors. When we integrated Otter to our POS system through Tyro Connect, we began sending our delivery orders straight to the kitchen: no manual labour required. This has saved us time, money and stress: everything runs seamlessly. It’s been such a value add for our business. Having this integration, with all orders automatically coming through my POS saves me about 2 minutes per order, and means my staff can focus on my in-store customers. This has been especially helpful with the staffing issues I have had during COVID. Integrating our POS system with Otter through Tyro Connect lets our staff focus on in-store customers which is ultimately where we make more money.”
"As delivery grows, I would recommend every restaurant sign up for Otter."
As delivery continues to grow, Stockman’s is excited to continue expanding its partnership with Otter. “I think we will continue to see delivery as a growing channel as people have become used to the ease of use and on demand services that delivery apps bring. As delivery grows, I would recommend every restaurant sign up for Otter. It’s a game changer for being successful in delivery. The team is great – the few times we’ve needed support, we simply chatted with them through a chatbox on the tablet and got answers within 15 seconds.”
