Arbor Acres is situated on a 72-acre rolling meadow within the city limits of Winston-Salem, North Carolina. The community is dedicated to providing quality facilities, services, and amenities for its 400 senior adult residents.
Jeff Hoover, Director of Dining Services for Arbor Acres, realized the community needed to implement a new point of service (POS) solution to replace its outdated system. Residents hold a quarterly meeting to discuss all community-related issues, and the food service POS was one of the most frequently mentioned negative topics due to inaccurate receipts and terminals going down. Also, Jeff said that he would see Information Technology (IT) staff members in the food service area a few times a week to fix problems with the previous system.
After thoroughly researching the different systems available, Arbor Acres opted to go with Horizon’s Millennium Plus technology solution for its comprehensive features, flexibility, and reliability. Millennium Plus is a state-of-the art meal plan management and point of service system that has features to meet the requirements of any senior dining facility configuration. The system supports point of service for fine dining, cafeteria, bistro, catering, takeout, beauty salons, convenience stores, gift shops, and more.
Millennium Plus includes features to help communities like Arbor Acres manage the operational challenges unique to senior living communities. Meal plans, house accounts, guest meals, employee meals, department charges and special events are easy to create, set up and operate. Millennium Plus allows communities to offer residents a full range of account options such as meal credits, declining balance (pre-payment), inclining balance (charge), as well as credit card and cash sales.
With the Horizon Millennium Plus system in place, the community has been able to relieve a major source of frustration for the residents and the staff as well. Jeff commented, "Now the POS software and terminals are not mentioned in a negative way at all during the residents' quarterly meetings. Plus, I rarely see the IT staff unless it’s simply to check and make sure that everything is okay."
Arbor Acres has achieved significant operational improvements in several areas as a result of implementing the Millennium Plus system. The system has helped the community's dining services department substantially improve efficiency and accuracy, as well as improve resident satisfaction considerably. According to Jeff, the project was a success from start to finish.
The implementation process went smoothly and got the community off to a great start. "Having someone from Horizon come out and set up our system and train our employees was a huge success. The technician was able to customize the software to fit our specific needs in each area of the facility," Jeff noted.
Accuracy was a big concern for the residents at Arbor Acres, and Horizon's solution has helped alleviate those concerns. Each resident has a card to swipe through a card reader for purchases throughout the community. "Having a resident's account set up on a swipe card that shows their information along with a picture leaves little room for error," Jeff said.
Another important factor was having the ability to maintain accuracy between POS transactions and billing. Millennium Plus includes an interface to the community's billing system so the data is transferred electronically, reducing errors and increasing efficiency. "A major improvement has been being able to link information with the billing department. When a resident has any concern with their bill or a specific transaction, I have been able to get on the phone with the billing department and handle their concern right away rather than sending them on a wild goose chase. This has improved inaccuracies by almost 100%," stated Jeff.
Millennium Plus has also helped improve resident satisfaction because of the higher level of convenience residents now enjoy. Jeff remarked, "All residents’ information and transactions are set up on one account. Whether making purchases in the gift shop, going to the beauty salon, or eating in one of our dining rooms, everything is tracked on one account and each balance will show at the bottom of the resident's receipt. I can easily answer any question for residents from my desktop or at any of the registers."
Jeff also appreciates the small things that have helped improve his efficiency. When it comes to researching data and generating reports, Millennium Plus saves the day.
"Finding and analyzing data has improved tremendously. All transactions can be looked at and researched without a huge paper trail. Reports were set up to fit our needs and can be manually or automatically generated," Jeff commented.
Arbor Acres is not only satisfied with the system, they also enjoy the peace of mind that comes with knowing that effective technical support is only a phone call away. "Horizon is able to dial into our system and fix any problems or address any concerns," Jeff said.
When Jeff contrasts the community's previous system with Millennium Plus, he doesn't ever want to go back. "Our old system gave me little tech support. I was forced to go through piles of paperwork to track transactions, accuracy was awful, and most problems weren’t caught until bills were already out. Overall, the Millennium Plus system is a dream come true for me,” Jeff remarked.