Student Union Osnabrueck Interview
Interview with Philipp Heckmann, Deputy Head of University Catering Department
The Studentenwerk Osnabrück is a German student union dedicated to support students through a variety of services, including affordable housing, financial aid, counseling, childcare, and operating multiple dining facilities at the Osnabrück, Lingen, and Vechta campuses. Up to 8,000 meals are served daily in five canteens and six cafeterias and bistros. The high demand and the large number of locations presented the Studentenwerk Osnabrück with challenges, which is why the decision was made to introduce the VisioLab self-checkout solution.
Philipp Heckmann, deputy head of the university catering department at Studentenwerk Osnabrück, describes the initial situation: “Some of the problems were definitely long waiting times at the POS. That’s why we wanted to find a solution that would simply speed up the checkout process. There are often short peak times that need to be covered.” Another key problem was the lack of staff, particularly due to the high average age of employees and the large number of retirements. Heckmann explains: “Finding suitable replacements is the challenge right now. We’re not the only ones experiencing this and we definitely have vacancies for kitchen assistants and cashiers that we can’t fill yet, precisely because the applicant situation is so difficult.”
In April 2022, Studentenwerk Osnabrück began implementing the VisioLab self-checkout solution in the Westerberg canteen. The positive results led to the expansion to other locations. VisioLab systems are now in use in three out of five canteens. Heckmann emphasises the successful integration and efficient implementation: “The introduction in the Schlossgarten canteen worked very well: From the initial discussions to the technical support, in conjunction with our IT, to guiding the staff through the set-up. You also provided full support for the first two days. Everything went smoothly.”
The introduction of the VisioLab systems has brought numerous benefits. Waiting times at the checkouts have been significantly reduced, which has considerably eased the workload, especially at peak times. Heckmann explains: “The speed and simply the number of guests we can check out in a short space of time have made it easier to cover peak times.” Use of resources: The service staff also benefited from the new solution. The role of the cashiers has changed from a sedentary job to a more flexible and varied one. “We usually have one cashier who looks after two VisioLab systems. This is a combination of assistance and monitoring,” says Heckmann, describing the new way of working. Scales integration: Thanks to the smooth integration of the scales into the VisioLab system, weighing items can now also be recognized during self-checkout. “We are very pleased that you implemented the scales so quickly and that we can get started again with the salad buffet,” continues Heckmann.
The co-operation with VisioLab was extremely positive. Customer support was rated as fast and reliable. Heckmann praises: “You always had the solution to the problem ready within a few minutes, so TOP.” The commitment and customised solutions were also highlighted: “It’s very good, everything is tailored to our needs. All our requirements could always be implemented in coordination.”
The implementation of VisioLab’s self-checkout solution at Studentenwerk Osnabrück led to a significant improvement in efficiency and satisfaction. Long waiting times have been reduced,
the workload on staff has been decreased and service quality increased. “VisioLab offers added value for both the university catering department and our guests,” says Heckmann, summarising the positive effects and recommending the solution without reservation. “Yes, I would recommend VisioLab to other student catering services, I already have, because we are very happy and I also see added value in it. You can simply serve more guests in less time with the staff you have on site. The VisioLab solution is also well linked to our TL1 POS provider and most student services organisations have similar backgrounds when it comes to software. I can therefore recommend it without reservation” explains Heckmann.
