Pollo Campero
Pollo Campero is the World’s Largest Latin American Restaurant Chain. Started in 1971, Pollo Campero has over 350 restaurants spanning across the U.S., Mexico, and Latin America.
Black Rock Coffee Bar
Black Rock Coffee Bar partnered with 5&5 to navigate a complex overhaul of their technology stack. In their endeavor to launch O&D (Order & Delivery) on the heels of deploying a new POS system, the Black Rock Team turned to 5&5 for our experience managing complex integrations and for help navigating these new systems and requirements.
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Background
Black Rock Coffee Bar, a rapidly expanding boutique coffee chain born on the West Coast, is more than just a place to grab your morning fuel. With its roots in bold innovation and community spirit, Black Rock serves up more than just craft coffee—it’s a culture. Known for its sleek, industrial-chic atmosphere and commitment to connecting with its guests, this brand has quickly become a go-to spot for coffee enthusiasts and casual sippers alike.
The Challenge
Black Rock Coffee Bar was confronted with the complex task of launching Paytronix O&D within an accelerated timeframe, right on the heels of deploying the Revel POS system across its 140+ locations. At the time, their online orders were managed through DoorDash Storefront and third-party integrations via Otter. This wasn’t a simple, from-scratch integration; instead, Black Rock was navigating a tangled web of existing systems and new requirements.
Facing significant workload pressures and complex technical integrations, the Black Rock team grappled with new platform expertise and resource constraints, making it challenging to efficiently configure, launch, and train staff on these new platforms. Acknowledging the potential risks of operational inefficiencies and service disruptions, they recognized the need for specialized support and expertise to ensure a smooth, system-wide rollout. Black Rock turned to 5&5 not only to oversee the execution of these implementations but also to leverage our team’s technical expertise and specialized support.
The Solution
Initially, Black Rock Coffee Bar partnered with 5&5 to lead the implementation of their new O&D platform. However, as the complexities of integrating with the new POS system became apparent, Black Rock expanded 5&5’s role to include full management of the POS, recognizing that they needed additional support to handle the scale and workload involved.
5&5 jumped in to support Black Rock’s complex initiatives, mobilizing a team of seasoned experts, along with a project manager, to oversee the entire process from end to end. With extensive experience launching online ordering and delivery solutions for restaurant brands, 5&5 stepped in as an extension of Black Rock’s IT and Marketing teams, taking charge of everything from configuring store settings and advising on menu setup to developing launch and training materials. Beyond implementation, 5&5 provided guidance and support to Black Rock’s Operations Team throughout rollout, rigorously testing and refining strategies to ensure a smooth rollout across its 140+ location footprint.
Areas of Support
- Paytronix O&D Implementation / Revel POS Management
- Impact: 140+ Locations
- Timeline to Completion:
- O&D: 3 months
Building the Roadmap
Working closely with the Black Rock Coffee Bar team, 5&5 crafted a strategic roadmap for the O&D implementation through thorough discovery with the brand teams. This involved mapping out key milestones, defining testing protocols, and aligning all technical integrations across Black Rock’s digital ecosystem. With their new POS system serving as the backbone of the entire tech stack, 5&5 meticulously ensured that every location was fully connected, compliant, and live on the new systems according to schedule. The team’s holistic approach not only streamlined the integration process but also reinforced the team’s level of expertise and commitment in supporting the brand’s digital growth.
Piloting the Rollout
To minimize risk, 5&5 proposed and executed a phased rollout strategy, piloting the integration in stages before expanding it across the entire network. This approach enabled 5&5 to identify and resolve issues incrementally, enhancing the efficiency and success of each phase of the rollout. In addition to managing the phased approach, 5&5 took on the task of manually updating each location’s online ordering integrations and tackled the complex UberEats integration, which also required individualized updates for each store. This meticulous process ensured a smoother transition and minimized disruptions across the chain.
POS Management
Black Rock’s corporate team faced a steep learning curve with their new POS platform, lacking the strong expertise needed for effective ongoing management of the system, menu databases, and external integrations. Recognizing the need for added specialized support, they turned to 5&5 as a trusted partner.
5&5 expanded its role by deploying additional team members with deep POS experience and a comprehensive understanding of its integration with Black Rock’s broader tech stack. Beyond managing day-to-day POS operations, 5&5 provided critical support for creating new menu items, managing discounts, and troubleshooting issues. Leveraging our industry position and strong relationships with leading vendors, we advocated for Black Rock to ensure quality, accuracy, and compliance. In essence, 5&5 blended strategic oversight with technical expertise to serve up robust POS management solutions every “sip” of the way.
“5&5 has proven to be a valuable partner. We would not have been successful in revamping our tech stack without them.”
– Derek Tonn, VP Analytics
Forward Momentum
Today, 5&5 continues to support Black Rock on a retainer basis, managing their POS system and menu database. Our role has expanded to include ongoing O&D management & Loyalty management. This valuable partnership has not only stabilized Black Rock’s digital operations but also set the stage for their future growth and optimization.
Services Provided
Strategy Consulting
Digital Implementation
POS Management
Project Management
Online Ordering Page
Online Ordering Page
Let’s start a conversation…
As your brand considers making changes to your technology stack or navigating a complex system transition, 5&5 is here to provide hands-on technical support at every step. Whether you’re implementing a new POS system, launching online ordering and delivery platforms, or integrating multiple technologies, our team offers the expertise needed to ensure a smooth, efficient rollout. We manage everything from configuration and testing to staff training and troubleshooting, serving as an extension of your team. If you’re seeking additional guidance or simply need extra hands to keep things running smoothly, 5&5 is ready to step in—whether you’re still in the planning phase or mid-implementation. Reach out to learn more or to get started today!
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