Case Histories
RTM Restaurant Group Discovers Dispensing System That Eliminates Problems Encountered When Serving Sauces
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Versions of this case history have been published as "Getting the Sauce on the Sandwich" in 2000 QSR Sourcebook (December 1999) and "Pouch dispenser serves up value, convenience" in Packaging Digest (July 2000)
Five years ago, Atlanta-based RTM Restaurant Group, Arby's largest franchisee, began looking for a new way to dispense the condiments and sauces (Arby's, Horsey, Ketchup, 3-Pepper, Honey Mustard, and Tangy Southwest) offered in its Arby's restaurants. The company was using the traditional Arby's squeeze bottles and it had tried alternate dispensing technologies and methods.
RTM looked at several different dispensing alternatives as it considered changing to a new system. First, RTM looked at the individual bottles that its Arby's restaurants have used for years. Although the bottles are convenient for consumers, they take up space at every table, produce product waste, and require labor-intensive cleaning and sanitation. Another option was traditional vat dispensing units, which save space because they are located at condiment stations, but have the potential to produce product waste and prove time-consuming to clean and sanitize.
Switching to portion packs was a third alternative. Portion packs solve the sanitation issue and require minimum space, but they are expensive and difficult for consumers to use. Another option was the CO2-based dispensing units that RTM had previously tried in some of its Arby's restaurants. Although this unit is a sealed dispensing system, there is an extensive and expensive installation process, a problem with some of the condiments spoiling, and a tendency for the condiments to splatter when being dispensed.
After considering many options, RTM still was not satisfied. The company wanted a dispensing unit that reduces labor costs, offers convenience to customers and ensures food safety. The restaurant group found such a unit from Server Products and the Cryovac Division of Sealed Air Corporation.
In 1990, Cryovac began working with Asept, a leading developer and marketer of portioning and dispensing systems for the foodservice industry in Europe and Scandinavia, to develop a completely sealed fluid dispensing technology that would fill a distinct need in the quick-service restaurant and foodservice industries. The solution has been nearly 10 years in the making.
"Cryovac knew quick-service restaurants needed a revolutionary way to dispense sauces and condiments that addressed critical food safety and labor concerns, yet was still easy for restaurant patrons to use," said Francois Gosselin, Global Sales Director, Fluid Packaging for Cryovac. "We approached this challenge, as we do with all of our new product development, by obtaining feedback from our customers and developing the most effective solution."
Cryovac and Server Offer the Ultimate System
In May 1994, Cryovac approached Server Products, a company well known for its expertise in fluid dispensing, as a possible distribution partner.
"We jumped at the chance to partner with Cryovac on this dispensing unit. It is definitely the next generation of dispensers," said Ron Ripple, Vice President of Sales and Marketing for Server. "The system addresses many of the concerns, such as contamination, sanitation, expenses and labor, that restaurant operators have expressed to us over the years."
The two companies combined their expertise in flexible packaging and fluid dispensing, and pooled their resources to produce a dispensing unit that can be customized for its customers.
RTM Selects Cryovac/Server Dispensing System
The Cryovac/Server dispensing unit was the overwhelming choice of RTM when it searched for a new fluid dispensing system. The basic unit consists of a Server Express pump and nozzle, Cryovac flexible 1.5 gallon pouches made of linear low density polyethylene, and a plastic or stainless steel container. Condiments ordered by a restaurant from its food supplier come in a sealed Cryovac pouch with an exclusive fitment. To connect the condiment pouch to the dispenser, the circular fitment is pierced with the Server Express pump to form an air tight, sanitary seal. The pouch is then placed in a metal or plastic container at the Arby's restaurant for aesthetic purposes. The Cryovac pouches filled with condiments are coded with "use-by" dates by the food supplier prior to shipping to the restaurant.
"Five years ago, we began using an expensive CO2-based dispensing system but encountered many maintenance problems and some product quality problems," said Charlie Harmon, president-West Region for RTM Restaurant Group. "The Cryovac/Server unit is much more economical, easier to sanitize and maintains product quality."
RTM Restaurant Group, the operator of 717 restaurants in 21 states and 47 markets, discovered the Cryovac/Server dispensing unit in January 1998, and has since installed it in 200 of its Arby's restaurants. To accommodate for the many sauces and condiments Arby's offers, Cryovac and Server worked with RTM to develop a three-unit and five-unit dispensing system, in addition to the single dispenser.
"RTM Restaurant Group needed what the Cryovac/Server dispensing unit offered," said Ripple. "But, the company had additional, very specific needs -- such as how many sauces the unit could dispense and how much space the unit took up on the condiment counter. So, with RTM's input, we customized the unit to fit those needs."
Unit Tailored to Restaurant Requirements
The Cryovac/Server dispensing unit is a completely sealed fluid dispenser, which enhances food safety. The unit also was designed to minimize the labor involved with its up-keep and offer convenience for restaurant customer use. In addition to these attributes, the dispensing unit is unique because it can be customized per a restaurant chain's requirements.
Food Safety:
Food safety is always a top priority in the restaurant industry and the Cryovac/Server dispensing unit addresses this issue. The air tight, sanitary seal formed by this patented system reduces the risk of condiment spoilage and consumer tampering. Safety concerns are further reduced since restaurant employees never actually touch the condiment when refilling the dispensing unit. The Cryovac flexible pouches also help to diminish the food safety risk of improper cleaning of the dispensing container, since the condiments are enclosed in the pouches instead of being poured directly into a bottle, vat or other condiment dispenser.
Labor Costs:
Keeping labor costs to a minimum is also an important concern to restaurant managers and operators. The less time employees must spend on up-keep and cleaning fluid dispensing units, without compromising proper sanitation, the better. "Before installing the Cryovac/Server dispensing unit in my restaurant, it took an employee one hour each night to clean and refill all of the sauce bottles," said Rocky Clark, manager of a RTM Arby's restaurant in Atlanta. "Now that the time involved to maintain sauce dispensing has been reduced, that employee can dedicate time to more important things like our customers."
To put that in perspective, Charlie Harmon says the new unit saves approximately one man hour per day in each of the 200 RTM/Arby's in which it is installed. "That really adds up," said Harmon
Ease of Use:
In addition to being easy for restaurant employees to clean and refill, the Cryovac/Server dispensing unit is convenient and simple for customers to use. Located at the restaurant's condiment station, the customer simply presses a lever to dispense the amount of sauce he or she wants.
The unit is very customer-friendly. Condiments flow easily from the new dispensing unit. The customer beating the bottom of a glass bottle to retrieve the ketchup or using their teeth to open a portion pack are things of the past. There also is no risk of customers getting splattered or sprayed, as is the tendency of some CO2-based dispensing systems.
"One of the options RTM considered was using the small condiment packets called portion packs. Although they are great for our drive-through customers, portion packs can be hard to open," said Don Johnson, director of R&D and operations support for RTM Restaurant Group. "Most of our customers prefer a dispensing unit to packets because it is much easier to use, and it allows them to get as much sauce as they want with less mess and inconvenience."
The Future for Cryovac/Server Dispensing Units
Because it is so pleased with the Cryovac/Server dispensing unit, RTM Restaurant Group plans to continue to install the system in all of its new or remodeled Arby's restaurants.
Cryovac and Server also have big plans for this "next generation" of fluid dispensing. In Canada, the system is currently being used in most large quick-service chains. Also, initial talks are underway with a number of quick-service restaurant chains in the United States.
"We are currently targeting many other restaurant chains with this and other dispensing concepts," said Gosselin. "Many of these concepts may very well change the way condiments and other liquid foods are dispensed in the restaurant industry."
According to company officials, next on the horizon will be dispensers for heated condiments like cheese sauces and hot fudge.
Photo credits: Daniel Henninger
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