For more than 15 years, Pacific Retirement Services (PRS) relied on the same Point of Sale system to support dining operations across its communities. Over time, as expectations from both residents and staff evolved, it became clear that their existing technology could no longer keep up. They needed a more modern, flexible solution that could support their operations and improve the overall dining experience.
PRS initially selected a new Point of Sale provider and began rolling it out across a few communities. However, it quickly became clear that the system was not the right long term fit. The platform and support model did not align with how their teams worked day to day, which led them to reevaluate their decision and look for a better solution.
That search led them to FullCount.
From the beginning, the FullCount team took a different approach. Instead of pushing a one size fits all system, they focused on understanding how PRS communities operate and what their teams needed to be successful.
“Rather than pushing a one size fits all system, they took the time to understand how our communities operate and what we needed from the platform.”
The implementation process was structured and collaborative, with consistent communication and regular check ins to ensure each location was properly prepared before going live. This level of attention and partnership built confidence quickly, reinforcing that FullCount was not just a vendor, but a partner invested in long term success.
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Once FullCount was in place, PRS began to see meaningful improvements in daily operations. Tablets in the dining rooms allowed servers to take orders tableside and send them directly to the kitchen. This reduced errors, improved ticket times, and allowed staff to spend more time engaging with residents instead of walking back and forth to a terminal.
Online ordering also made a noticeable impact. Residents gained the flexibility to place orders from their apartments or ahead of time, while staff spent less time managing phone calls and manual order entry.
“With residents now able to place orders online, that workload has been reduced, allowing team members to spend more time in the dining room servicing guests.”
Another important improvement came from standardizing the Point of Sale system across all communities. With every location operating on the same platform, PRS was able to create more consistency in processes and reporting. Leadership gained clearer visibility into guest counts, dining trends, and performance across locations, making it easier to identify opportunities and make informed decisions.
The experience has also been positive from a support standpoint. The FullCount team has been responsive and engaged, especially during new community rollouts, helping ensure each launch stays on track and any issues are resolved quickly.
Today, FullCount plays a key role in helping PRS deliver a better dining experience for both residents and staff. Operations are more efficient, teams are better supported, and residents benefit from a more convenient and modern experience.
What stood out most to PRS was FullCount’s willingness to understand their business and tailor the solution to fit their needs. That approach made it clear they had found the right long-term partner.
Ready to modernize your dining operations? Fill out the form to see how FullCount can support your communities.
