How PRS Standardized Dining Operations Across its Communities

The Challenge

PRS had outgrown its existing system.

After more than a decade on the same platform, the technology could no longer keep up with operational needs or resident expectations. The team began searching for a more modern solution that offered greater flexibility, improved functionality, and better support.

They initially selected another POS provider and began rolling it out—but quickly realized it wasn’t the right fit.

“After a few community rollouts, we recognized it was not the right long-term fit.”

The system didn’t align with how their teams worked day to day, and it lacked the flexibility needed to support operations across multiple communities.

The Solution

PRS selected FullCount as a unified POS platform across all communities, replacing fragmented systems with a standardized, scalable solution.

From the beginning, the approach felt different.

“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 regular check-ins to ensure each rollout was aligned with operational needs.

“The planning and preparation were very well organized, and the regular meeting cadence helped us make adjustments along the way.”

With FullCount in place, PRS introduced:

• Tablets for tableside ordering
• Online ordering for residents
• Combined resident meal plan accounts
• Standardized reporting across communities

The Impact

FullCount has improved service efficiency, reduced manual work, and created greater operational visibility across all PRS communities.

At a glance, the team is seeing:

• Faster ticket times with tableside ordering
• Reduced time spent managing phone orders
• Consistent reporting and processes across all locations

Faster, more efficient service

Tablets have transformed how orders are taken in the dining room.

Servers can now take orders tableside and send them directly to the kitchen, reducing delays and improving accuracy.

“Our servers can take orders tableside and send them directly to the kitchen, which reduces errors, speeds up service, and allows staff to spend more time interacting with residents.”

This shift has reduced unnecessary movement and helped staff stay focused on residents rather than systems.

Less manual work for staff

Online ordering has reduced the need for staff to manage phone calls and manually input orders.

“A staff member often had to spend a significant amount of time answering phone calls or checking voicemail. With residents placing orders online, that workload has been reduced.”

This allows team members to spend more time in the dining room, improving both efficiency and service quality.

Greater visibility across communities

Standardizing the POS system across all locations has created consistency in both operations and reporting.

“Having all of our communities on the same platform makes it much easier to manage and support dining operations.”

Leadership can now:

• Track guest counts and dining trends
• Compare performance across communities
• Identify anomalies and operational opportunities

“Being able to look at trends and side-by-side data helps us better understand what is going on at each location.”

Improved experience for residents and staff

FullCount has created a more seamless experience across the board.

Residents benefit from:

• Easy-to-use online ordering
• Greater flexibility in how they place orders
• Clear visibility into meal plans and billing

Staff benefit from:

• Simpler workflows
• Less manual data entry
• More time spent with residents

“The online ordering platform is intuitive and easy for residents to use, and it has reduced the volume of phone orders while improving efficiency for our team.”

Looking Ahead

As PRS continues to expand and optimize operations, having a standardized platform across all communities will remain a key advantage.

With better visibility, consistent processes, and scalable tools, the team is well positioned to continue improving efficiency and resident experience across every location.

Summary

By moving to FullCount, Pacific Retirement Services replaced outdated systems with a unified platform designed for modern senior living operations.

What was once fragmented and inconsistent is now:

• Standardized across communities
• More efficient for staff
• Easier to manage and support

Most importantly, it enables PRS to deliver a more consistent, flexible, and resident-focused dining experience at scale.