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FAQs

Answers to common questions and enquiries

Product Functionality and Features

How does the standard and group ordering work?

Spoonfed offers both standard and Group Ordering. Customers can easily select delivery or pick-up options, with dynamic menus showing available items for the chosen time and date. Even with high value B2B catering orders the customer feels in control throughout.
The Group Ordering feature is part of our enterprise solutions - it allows a meeting facilitator to send a link for individuals for them to place their own order.

Can menus be customized for different delivery and pick-up options?

Menus can be tailored for different delivery and pick-up options and can include categories and individual order rules, such as minimum order quantities.

How does the dynamic menu system function?

Menus dynamically adjust based on the selected date and time, displaying only available items. They can also indicate the minimum time required to process, produce, and deliver food.

What are the capabilities of the Twin-Order Flow and Multi-Slot ordering?

These are just another two of our enterprise features to enhance how the caterer can engage with clients and give them a service which fits so well with what they require.
Twin-order flow allows for two separate ordering platforms, ideal for organizations with distinct 'internal' and 'external' client needs, or alternative types of catering on offer.
Multi-slot ordering lets those requesting catering for an event which covers a number of time slots in the day to do so with one single order. So straightforward and clear for everyone - saves time, and a thread of emails!!

Setup and Integration

How easy is it to set up Spoonfed's software?

Ease of Setup: From day one you will be introduced to the Customer onboarding team - in discussion with them the Spoonfed team start building the site - branding, setting site parameters and uploading your menus are all part of the process - followed by a number of training sessions for the catering team so you use the system fully. Of course we know that questions arise and there is a member of the customer support team able to take questions in the online Chat box.

Does it integrate with existing systems or POS (Point of Sale) systems?

System Integration: There are a number of systems we integrate with - see our integrations page. Data can also be exported from Spoonfed in a number of customizable formats for use in other systems.

What are the technical requirements for using Spoonfed?

‍Technical Requirements: Spoonfed is cloud based so a good wi-fi connection is advisable - there is no downloading of software required.

Order and Delivery Management

How does the order calendar work?

Order Calendar: The calendar in the back allows the catering team to see all orders across a period of time. It updates automatically showing orders entered online or back of house. Clicking on any order in the calendar takes you to that order in the Order Module to view details, process, edit etc.

What are the different order statuses (Unconfirmed, Pending, Approved, Confirmed) and what do they mean?

Order Statuses: Confirmed orders may have come through via the ordering portal or been placed in the back office. Unconfirmed - placed by the team in the back office (perhaps via an email or call) but for whatever reason - something to check, payment not finalized etc - the order is saved but not confirmed. An order placed by a customer online will always show as Confirmed as they have selected from menus which have been set with your time parameters etc and also passed the required fields in the checkout page.
If you are using the Order Approval function Pending and Approved statuses will show change as the relevant order approvers respond to the notification received.
The calendar also shows Quotes which have been placed in the system - these can be turned into Confirmed orders simply by the caterer. A notification banner on the dashboard will also flag up any orders which have been updated in the calendar.

How is delivery and pick-up managed within the system?

Delivery and Pick-Up Management: The caterer can set up the ordering page to offer delivery and/or pick up. Menus can be allocated to either option. Production notes for each order show clearly if for pick up or delivery. All delivery details are on each order sheet, including any specific notes from the customer.

Delivery Module: In the delivery module, a period of time can be selected and each order within that time frame allocated a person or method of delivery from a drop down list. Assignment and delivery sheets pdfs can then be created for each ‘courier’ with all relevant information included.

Customization Options

Can users add custom fields on the checkout page?

Custom Fields on Checkout Page: Users can rename custom fields as they decide the key data they want to capture for each order - text boxes, dropdowns, checkboxes, or file attachments to collect specific information. Customizing payment fields can include having cost centre numbers pre loaded or require certain formats of number/letters, department names etc. Any of these fields can be made mandatory.

How flexible is the menu module in terms of customization?

Menu Module Flexibility: The menu module offers extensive customization, including time, customer and location-specific menus. Catering managers have access to make unlimited changes to any aspect of the menus as required with no charge.

Are there options for customer-specific or location-specific menus?

Customization for Specific Needs: The software can be tailored to meet specific business needs, and configurable across a number of areas. Certain rules can be applied to customers and catering managers can also allocate menus to individuals giving them access to 'my menus' when logged in. Menus can also be allocated to certain locations, on particular days with particular lead in times etc.

Payment and Invoicing

What payment methods are supported?

Supported Payment Methods: Multiple payment methods are supported. The checkout page allows the caterer to offer the customer a number of payment options. Card payments can be taken and Spooned supports a number of payment gateways, including Stripe, Freedom and Authorise net.
There is also on-account functionality with fields for entering PO numbers etc.

How does the invoicing work?

Invoicing Module: The invoicing module has all the key data from the orders placed - this allows for simple and quick cross charging. Card payments can be filtered and managed easily. Customers can also be sent individual invoices (created and emailed from within Spoonfed) with your own branding, T&Cs etc., incorporating any number of orders and all the order details.
Exporting invoice data via csv files into your own finance system is also possible. We can advise on customizable exporting options too. Automatically exporting SFTP files can also be set up.

Can users set up an approval process for orders?

Order Approval for budget control: Monitoring spend is often a necessary and with catering it can slow down the order process. The Order Approval feature appears in the Checkout Page (if over a certain amount?) where an order approver can be selected who will be notified of the request. The order appears on the caterer's calendar as Pending. The approver can see the order details and either approve or reject, notifying the person who placed the order of the reason.

Security and Compliance

What measures are in place to ensure data security?

Data Security Measures: Spoonfed employs robust security measures, but specific details should be discussed with the Spoonfed team for clarity.

Is the software compliant with relevant industry standards (like PCI DSS for payment)?

Compliance Standards: The software adheres to industry standards, but again, specific compliance details should be confirmed with Spoonfed.

User Support and Training

What type of customer support does Spoonfed offer?

Customer Support: Spoonfed offers dedicated customer support, and access to the Intercom to engage with a member of the team.

Are there training materials or resources available for new users?

Training Materials: Training resources and materials are available, aiding new users in getting acquainted with the software.

Pricing and Subscription Plans

What are the different pricing plans available?

We know how much Spoonfed helps our customers, so there is no commitment beyond the end of the current month in our standard Terms and Conditions...why would you want to leave?! For larger customers, terms can be specifically tailored according to business requirements.

Are there any long-term contracts or commitments?

There are no standard long-term contracts or commitments. Individual features can be added and removed on a monthly basis.

How do I pay for Spoonfed?

Spoonfed is an SaaS and charges monthly. There is a hosting fee, and then charges apply to usage and features being used. Contact us for more information about pricing. Payment is collected by card, ACH transfer or Direct Debit 7 days after the month end. See Terms and Conditions for full details.

Updates and Enhancements

How frequently is the software updated?

Software Updates: Spoonfed regularly updates its software, incorporating new features and improvements.

How does Spoonfed handle customer feedback and feature requests?

Handling Feedback and Requests: Customer feedback and feature requests are taken into account for future updates, ensuring continuous improvement.

Success Stories and Use Cases

Are there any case studies or success stories of businesses using Spoonfed?

We have a number of case studies from independent caterers and restaurants through to the world's largest FSMs, covering typical catering for B&I meeting and events, through to supporting catering teams in Universities and other institutions.

What types of catering businesses or events is Spoonfed best suited for?

Spoonfed is versatile and is used by businesses with a CPU kitchen, dark kitchen or a restaurant delivering to a variety of local businesses - and by contract caterers with internal kitchens delivering across head offices and campuses.

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