Christmas is fast approaching. Where has the year gone?
First, let me wish all of you – our staff, our customers, our suppliers, and everyone else – a very Merry Christmas! I offer my sincere wishes for a great Christmas season – to keep strong and march on – and wish you all a Happy New Year (in advance) for 2021.
The Christmas period always provides a natural time to take a step back from the business and reflect on the happenings of previous year. I would like to extend my thanks to all my team who have worked so hard this year to drive the business forward in difficult circumstances.
Our Tech Support team have continued to deliver industry-beating standards: our average response time was 3.21 mins and average fix time was 29.4 mins for the year (while still accounting for the spike of requests during the months of July-Oct, which quadrupled, to support venue re-openings, government schemes and new feature adoptions). During this time, we rapidly sprinted to 100 TrustPilot reviews milestone with the highest industry rating of Excellent 4.7. The team also shared a lot of best practice, especially hints and tips on improving margin control.
Our R&D team likewise have focused heavily on delivering ongoing software updates and innovations. This includes new eCommerce features recently launched that enable customers to easily create an online ordering system straight from their products in iiko (including a free menu publishing tool!), with new innovations planned for 2021.
Our commercial team have enjoyed working with hundreds of operators and new partners during this challenging period, ranging from; local independents, innovative dark kitchens and growing franchise chains to international groups looking to digitally transform their operations across countries, which is incredibly exciting as we begin a new year.
So a big well done to all the team for their efforts in the past 12 months. A huge focus on growing our presence in the UK&I and adding to our group’s tally of 35,000 active F&B venues across 29 countries, means that iiko will be able to post another year of significant growth (following up on our Q3 group results of 22% YoY growth despite losing almost half revenue in Q2 due to all the extraordinary problems with the pandemic, which was an exceptional result!).
We must also spare a thought at Christmas for those in need, those who are less fortunate and those that have been impacted by the pandemic. I am incredibly proud of our efforts at iiko in supporting our staff, partners and customers during these unprecedented times but am also looking forward to 2021 to see how we can increase our efforts to ensure our beloved F&B industry survives and thrives.
One thing for certain though is that none of our successes would be possible without the support and trust that you place in us. It rests with me then to thank you for your business over the year and to wish you all a very Merry Christmas and a Prosperous New Year.
Have a safe Christmas.
Simon Dadswell, UK&I Managing Director