In April of year 2008, the owners of the Cambridge, Ontario-based Cerny Hospitality Group (CHG) were considering the purchase and implementation of OpenTable's reservation management applications in three of their eateries, including the Blackshop Restaurant. It was thought that the applications could assist in more effectively handling customer demand due to the way it can allow on line reservations and its data-gathering capability, an advancement over its current manual reservation system.
CHG was a family-owned and managed company and had attained significant success with customers with its private contact. When contemplating the purchase of the applications, CHG had concerns about the potential cost and return on investment, along with the strategic fit for this firm that put much emphasis on the human-touch and private interaction with customers.
PUBLICATION DATE: January 07, 2009 PRODUCT #: 909D01-HCB-ENG
This is just an excerpt. This case is about TECHNOLOGY & OPERATIONS
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