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West Lothian Council implement pre-order app, Fusion Online

A need for pre-ordering

A truly contactless solution

They opted for CRBC contactless cards and launched the Fusion Online app to remove transactions from the dining hall and offer a contactless lunch service.

Implementing a grab-and-go style pre-ordering service

Meal pre-ordering appealed to WLC pupils and enabled schools to compete with out-of-the-gate spending and increase school meal uptake. Jamie Fisher, Facilities and Support Services Manager at West Lothian Council, views the Fusion Online app as the next natural progression to “offer a modern service that attracts our young tech-savvy customers.”

“I can foresee a change in pre-order becoming the most popular way of obtaining meals. Children now want a grab-and-go service to avoid queuing.”

Control over traffic flow

“The service enhancements have been key in helping us facilitate the return to school as safely as possible. The system also allowed us to offer school children and staff access to the government Eat Out Help Out initiative.” 

– Jamie Fisher

Launching the app

To encourage pupils to use the app, CRB Cunninghams provided promotional materials for West Lothian Councils to share with schools, including onboarding instructions before returning. The council gave parent communications and media teasers with instructions to alert pupils that the app would be available soon and included Fusion Online as part of their mitigating actions to assist children returning to school with additional safety measures.

Viewing balance on the Fusion Online app

Encouraging pupil uptake

Jamie noted that word of mouth had been instrumental in generating requests from pupils looking to sign up. He recorded that “from the 14,000 emails issued, within 24 hours, 26% have already signed up, and the requests keep coming. An average weekly uptake is usually only around 55%, so this is a massive achievement.” 

The results

Fusion Online is now a vital part of West Lothian Council’s lunch service, with benefits for staff, pupils, and parents. Staff who “received full comprehensive training” find the software “easy to use and production reports and order tickets easy to pick up.”

Reduction in food waste

“The ability to pre-order benefits our catering service as it limits production to only what is ordered and has reduced our food waste considerably.” 

– Jamie Fisher

A successful implementation

Jamie found CRB Cunninghams “friendly and professional throughout the implementation process, with all departments pulling together and working effectively to deliver within timescales”.

In closing, Jamie said:

“Many thanks to CRB Cunninghams for getting us up and running with the contactless cards and pre-order app. It was an excellent project and a pleasure to work with you all! I’ve had excellent feedback and expressions of thanks from senior officers, and more importantly, I have been inundated with requests from pupils wanting to sign up. I would highly recommend Fusion Online to other schools. I’m already advising other councils to implement the software.”

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