Nando's

"We've seen our productivity, particularly at peak times, improve and we've been able to rejig resource from our slower periods into peak. This has also led to a growth in Nandoca happiness and peer support, as shifts have been run more efficiently.  The data from Rotageek has also meant that we have been able to put power back into our restaurant hands, and they have been able to make even better, more informed, decisions around their workforce" - Nando's

Managing a large workforce is no small feat, especially when balancing operational efficiency with the well-being of employees. Recently, leaders from Nando's shared their experiences implementing a new workforce management tool, Rotageek, during a panel discussion. Their insights offer valuable lessons for any organisation navigating similar challenges.

The discussion kicked off with a focus on the intersection of technology, people, and business operations. Nando’s, a popular international restaurant chain, have been on a unique journey to modernise their workforce management and the benefits they’ve observed — from better scheduling to improved employee satisfaction — are clear.

For Nando’s, the impetus for change came from using an outdated, internally built rota system that was over 15 years old. The tool was no longer able to meet the demands of a post-pandemic business that had shifted towards delivery services and required more dynamic workforce management.

As Nando’s explained, the old system's code was practically a mystery, and after emerging from COVID, it became clear that Nando’s needed a new solution. They were looking for a system that could integrate with forecasting tools and be accessible to their 19,000 employees.

One of the key takeaways was that workforce management is about much more than just controlling hours or labour costs. Nando’s emphasised the importance of creating a better experience for employees.

This meant empowering their hourly employees — known as “Nandocas” — with a tool that gave them more control over their schedules. The ability to pick up shifts, swap them, and manage their hours directly through their phones was a game-changer. This focus on flexibility and autonomy helped improve engagement and work-life balance, which is particularly important in an industry where many employees are students or work part-time.

One of the biggest challenges Nando’s faced was managing change in a large organisation. As Nando’s pointed out, not everyone embraces change, particularly managers who had been scheduling shifts their way for years. Overcoming this resistance required a careful approach.

Nando’s tackled this by first rolling out the new system to highly engaged managers, gathering their feedback, and using them as champions for the change. Then, they moved on to the managers who were more resistant. By addressing their concerns early and showing them the benefits, they were able to win them over.

"We knew this was going to be massive for every single person involved in this change, from our hourly paid Nandocas (team members) in the restaurants to area managers and regional directors. We did a lot of work in the lead-up, over nine months to a year of getting the restaurants ready for the change that they were going to go through."  - Nando's

For Nando’s, the benefits of Rotageek have been significant. They mentioned that productivity, especially during peak hours, has improved. With better scheduling tools, they’ve been able to optimise staff deployment, leading to an increase in sales and employee satisfaction. One surprising outcome was the improvement in peer support among employees, as the system ensured that shifts were properly staffed, reducing the stress on individual team members.

Nando’s are confident that their investment in workforce management technology will pay off in the long term. For Nando’s, the ability to offer employees more flexibility and control over their schedules has already led to increased engagement and retention. 

"We've seen our productivity, particularly at peak times, improve and we've been able to rejig resource from our slower periods into peak. This has also led to a growth in Nandoca happiness and peer support, as shifts have been run more efficiently.  The data from Rotageek has also mean that we have been able to put power back into our restaurant hands, and they have been able to make even better, more informed, decisions around their workforce" - Nando's

The story of Nando’s shows that workforce management is about more than just technology — it’s about people. By choosing a system that prioritises the employee experience, they are not only improving efficiency but also creating workplaces where employees feel more valued and empowered. For any business looking to embark on a similar journey, the key lessons are clear: involve your employees, embrace change, and choose technology that makes life easier for everyone.