.svg){kind=icon}
Early in my franchise career, we rushed into choosing new software. My restaurant group had an urgent need for HR software, and a convincing sales representative from a reputable company swayed us into choosing their solution. What could go wrong?
As it turns out, a lot. The software promised to perform all the basic functions we required, and they agreed to support implementation on our accelerated timeline. And because we were an early adopter in our industry, they offered us highly favorable terms to get started.
But in our haste, we skipped a few critical steps. We didn’t take the time to fully evaluate whether it integrated with our existing systems or fit the way our team worked day-to-day. We didn’t involve our managers or staff in the decision-making process. And worst of all, we didn’t assess how the system would enable us to manage complex work rules.
You can probably guess the result. Our IT manager had to build custom integrations that required frequent fixes. Our unit managers got frustrated and went back to building their schedules with spreadsheets. And the clunky software added so much additional work to running payroll that we had to hire a second payroll coordinator. Within 18 months, we were already looking for a new software solution.
For businesses with hourly workers, especially in fast-moving industries like food and beverage, choosing the right technology is high-stakes. The right tools can streamline operations, improve compliance, and save valuable time. But rushing to make a decision, or worse, choosing the wrong tool, can create more headaches than it solves. Taking a step back, asking the right questions, and doing your homework can save you from costly mistakes. I’ll share some lessons learned—sometimes the hard way—to help you make smart decisions about implementing technology for your workforce.
Start with your business needs
Before you start shopping for technology, take the time to get clear on what your business actually needs. I’m not just talking about the generic “we need to schedule shifts better” or “we need something for payroll.” Dig deeper. Where are your biggest operational headaches? What features would make life easier for your managers and employees? What are the specific inefficiencies in your procedures today, and how do you expect a software solution to save you time?
One thing I’ve learned is that involving the right people early in the process makes a huge difference. Sit down with your team—your managers, your staff, even IT—and ask them about their frustrations and ideas. They’ll give you valuable insight into what’s working, what’s not, and what they need from a new system.
For example, does your business deal with state-specific meal and break rules that are hard to track? Or do you need a tool that integrates recipe costs with your POS system to help you keep food costs in check? Pinpointing these specific needs upfront will help you find a tool that fits—not one you’ll have to force into place later.
Focus on the right features
Here’s where it’s easy to get overwhelmed. Every platform promises a laundry list of features, but how do you separate what you need from what’s just nice to have? From experience, there are a few features that make all the difference:
- Ease of use: If a tool is clunky or confusing, your team won’t use it—and who can blame them? The interface needs to be simple and intuitive for everyone, from shift workers to your busiest managers.
- Integration capabilities: This one can’t be overstated. Your new system must work with the tools you’re already using, whether that’s payroll, scheduling, or inventory management. Otherwise, you’re just creating more manual work.
- Scalability: A system that fits now but can’t grow with you will quickly become a problem. Look for tools that can handle more users, locations, or data as your business expands.
- AI: Features like virtual Assistants and data-driven insights can save you and your team hours every week.
Weigh the costs against the ROI
It’s easy to get sticker shock when you’re looking at new software. But remember, this isn’t just an expense—it’s an investment. The right tool should save you time, reduce errors, and help your team work more efficiently.
One way to evaluate ROI is to look at time saved. List the administrative tasks your team is doing today: writing schedules on spreadsheets; reviewing resumes one-by-one; double-checking inventory counts to identify waste; triple-checking timesheets for accuracy. How many hours are your managers spending on these tasks, and what would it mean if those hours could go back into running the business? Consider all-in-one solutions that automate data across your tech stack so you no longer spend time copying data from one place to another.
Also, don’t forget to check what your competitors are using. The last thing you want is to fall behind because your team is stuck with outdated tools or you’re spending money on tasks others have automated. This isn’t just about cost savings. Our employees know more than we realize about working at other businesses, both from their own experience and from talking with their peers, and having the right tools is a known indicator of job satisfaction.
Involve your workforce
Here’s a lesson I learned the hard way: no matter how great the tool is on paper, it’s your employees who will make or break its success. If they don’t understand the benefits or they don’t feel comfortable using it, you won’t get the adoption you expect.
By involving them in the process, you’ll get real feedback on the user experience. Choose technologies with intuitive interfaces that are easy to access. And here’s a bonus that might be surprising: painting a picture of the intended benefits early in the process empowers your employees to be part of the solution and leads to stronger adoption later.
Perhaps it goes without saying, but make sure whatever you choose works on mobile—hourly workers want something they can access quickly and easily, wherever they are. Prioritize solutions with apps where managers can run all their administrative tasks on the go, and where team members can access their records, pay stubs, and shift information in one place.
Don’t skimp on security and compliance
Data security might not be the most exciting part of the conversation, but it’s one of the most important. You’ll be handling sensitive employee data, including personal information, payroll details, and performance records. You need a tool with strong security features—think encryption, access controls, and multi-factor authentication—to prevent unauthorized access.
Compliance is another big one. Companies with an hourly workforce face uniquely stringent requirements due to complex regulations, such as labor laws governing overtime, break periods, and wage calculations. A single violation can involve steep fines, employee litigation, and reputational damage. Make a list of the most common risks to your business, and have potential vendors show you how their tool will enable you to comply with each one.
Plan for a smooth implementation
Even the best software will cause chaos if the implementation isn’t handled well. This is where a lot of businesses stumble. They buy the tool, flip the switch, and expect everyone to just figure it out. Instead, employees get frustrated and resist the changes before you ever see a return on your investment.
Create a clear rollout plan. Define objectives with specific timelines and allocation of resources. Form a temporary cross-functional implementation team involving the departments with a stake in the results, and provide them with a compelling vision of the expected benefits. Focus first on training your managers, and enlist them to educate your hourly workers on how to use the system. And take full advantage of the vendor’s onboarding support—they’ve seen it all before and should help anticipate issues before they happen.
Final thoughts
Choosing technology for your hourly workforce isn’t just about solving today’s problems—it’s about setting your business up for long-term success. Take the time to evaluate your needs, involve your team, and carefully vet your options.
I get it—it’s tempting to rush into a solution, especially when you’re feeling the pressure to act fast. But a thoughtful, systematic approach will save you time, money, and frustration in the long run. The right tools, implemented well, can give you greater peace of mind and more control over how you run your business.
