Customer Stories

How H&H Bagels Delivers World-Class Bagels With World-Class Operations

Key successes

Company Background

H&H Bagels, a 50-year-old brand, has been reinventing the New York City bagel model under new ownership. Ryan Klepper, Head of Operations and Managing Partner, explains:

"H&H Bagels is a 50 year old brand. It was originally started by two guys whose last name started with H&H. They had a lot of local success in New York City and then about a decade ago, we acquired the company from them, and we've decided to reinvent the New York City bagel model with the same quality product, but a much more modern, scalable, efficient operation."

The company currently operates 8 locations, with ambitious plans to expand. "We currently have 8 locations with plans to open 50 over the next 3 years."

‍

Challenge

Inefficient Repair and Maintenance Processes

Before implementing ResQ, H&H Bagels faced significant challenges in managing repairs and maintenance:

"The life before ResQ was me trying to navigate private repair solutions. So the time was elongated because I was getting multiple quotes. I didn't feel like I had enough insight on a lot of the equipment, so I didn't know if what I was getting quoted for was the right thing."

This lack of efficiency often led to rushed decisions and potentially inflated costs:

"When you're trying to fix your griddle, you need it done now. So a lot of times I found myself agreeing to repair solutions because of the time component and paying a premium, to get a solution fixed expeditiously."

Lack of Preventive Maintenance

Preventive maintenance was another area where Ryan struggled. Without a structured system, maintenance tasks were often reactive rather than proactive, leading to potential equipment failures and increased costs. Klepper noted, “I didn’t feel like I had enough insight on a lot of the equipment, so I didn’t know if what I was getting quoted for was the right thing.” This uncertainty made it difficult to maintain equipment effectively and prevent unexpected breakdowns.

Vendor Management Difficulties

Managing vendors across multiple locations presented its own set of challenges. Ryan pointed out that despite their best efforts, “there are going to be vendors that get into a system that aren’t doing the right thing.” Without a reliable way to monitor vendor performance and hold them accountable, H&H Bagels was vulnerable to overcharging and subpar service.

Limited Data for Decision-Making

H&H Bagels lacked the data necessary to make informed decisions about equipment maintenance and budget forecasting.

Solution

Streamlined Repair Process

ResQ transformed the way H&H Bagels handles repairs and maintenance. With ResQ, Ryan was able to significantly reduce the time spent sourcing vendors and managing repair tickets. He shared, “ResQ’s definitely helped me trim the amount of time that I’ve spent sourcing vendors and also fighting tickets for things that I could’ve been ahead of them.” This efficiency allowed the company to address issues more promptly and cost-effectively, without sacrificing quality.

Proactive Maintenance Approach

With ResQ, H&H Bagels implemented a comprehensive preventive maintenance program:

"One of the main changes that I've seen is that I've invested heavily in maintenance. Instead of waiting for the fire department to come and tell me that I needed a hood cleaning, I have that set as quarterly."

This proactive approach extends to various aspects of store maintenance: "Windows in our store are very clean. That is a quarterly cleaning that's done. Awnings of stores, fire alarm tags. Um, HVAC systems, uh, refrigeration maintenance so that your condensers last long."

“ResQ allows me, in a sense, to set it and forget it, through annually, quarterly, biannually, services that I set up in all of our locations.”

Improved Vendor Management

ResQ helped H&H Bagels save time on vendor sourcing and management.

"ResQ's definitely helped me trim the amount of time that I've spent sourcing vendors and also fighting tickets for things that I could've been ahead of them."

Data-Driven Decision Making

ResQ's data capabilities have enabled H&H Bagels to make more informed decisions:

"Through the data and ResQ, I was able to see that there were two locations that were misusing the equipment and I was able to create an SOP that could streamline a process and we haven't had an issue since."

The data has also improved budget forecasting: "Now I can open a new store and say, by year three, I expect to be at this much maintenance and this much repair."

Scaling ResQ Into Franchisees

H&H Bagels now requires its franchisees to use ResQ, recognizing its value in supporting new locations:

"It's one of the things that we are requiring franchises to have. And it's, it's not even a combative argument because they see the value right away."

In conclusion, ResQ has transformed H&H Bagels' operations, enabling more efficient, data-driven, and proactive management of their stores. This partnership has positioned the company for successful expansion and improved operational efficiency across both company-owned and franchised locations.

“ResQ allows me, in a sense, to set it and forget it, through annually, quarterly, biannually, services that I set up in all of our locations.”