Mount Charles isn’t just growing. It’s evolving — with every improvement grounded in data, planned with precision, and rolled out with purpose. At the heart of that transformation is the Vendmanager Functional Priority List (FPL): a roadmap for deploying the right features, at the right time, for the right results.
With over 2,700 staff across Belfast and Dublin, Mount Charles provides a wide range of facilities services—including vending. And since 2020, they’ve worked closely with SB Software to scale that vending operation with confidence.
Turning goals into action
The FPL is a managed, collaborative process that helps Mount Charles unlock the full power of Vendmanager. It’s a structured, evolving checklist of tools and features that have been prioritised for impact and scheduled for deployment.
Dan Varney, Head of Operations at SB Software, explains: “Vendmanager is powerful. But the key question is always: what’s next? The FPL answers that, aligning rollout with business goals and available resources.”
For Mount Charles, that means regular check-ins, clear ownership, and a steady rhythm of progress.
The operations view: from visibility to results
Fergus Forsyth, Vending Operations Manager, starts each day early — with Vendmanager. “I log on first thing to see where everyone is, how things are running, and what needs attention.”
The switch to Single Walk was a standout milestone. “Some of our sites are tough — multi-floor buildings without lift access, high-security locations, sprawling campuses. Cutting unnecessary trips saves serious time without sacrificing service.”
He also values the discipline that FPL brings. “It’s like a fitness check-up. You find areas to improve, then put a plan in place. I’m always eager for the next one.”
Seeing the benefits stack up
Mount Charles has already reached 72% completion of their custom FPL — a figure that represents real-world improvements across their operation:
- Datakey for price updates: “We’re saving 5–15 minutes per machine. That’s massive across the estate, and it ensures consistency.”
- Single Walk rollouts: “It’s about smarter planning, lighter van loads, and more machines visited per day.”
- Telemetry integration: “We’ve now got accurate, live cashless data coming in — giving us better insight and control.”
- Custom reporting: “We’ve added reports like Target vs Actual and Site Profit. Nikki and I get exactly the insights we need to make smart decisions.”
That visibility translates directly into performance—and confidence.
The strategic perspective: always ask why
Nikki Looby, Group Operations Director, isn’t a vending specialist — but that’s part of her strength. She brings a fresh, operations-focused lens to every conversation.
“I’m constantly asking: why do we do it this way? What data supports that decision? And how can we improve it?”
FPL helps her turn those questions into progress. “It gives us visibility. It helps us decide who does what, and when. And SB Software’s input ensures we’re choosing the smartest path, not just the obvious one.”
Chris Annon: taking control of the future
As a Director with deep vending expertise, Chris Annon sees the value in structured planning.
“Vendmanager and the FPL are helping us take control. We’re making improvements in visibility, control, and profitability—and we’ve got a plan to go further.”
He appreciates the tailored approach. “The 28% still to go on our FPL? That’s not unused tech — it’s scheduled functionality we know will add value. We’ll get to it when the time is right.”
Upgrades, insight, and ongoing improvement
Here’s a closer look at how FPL features are shaping Mount Charles’ day-to-day operations:
- Datakey price updates: Massive time savings, consistent pricing, and smoother processes.
- Single Walk and smarter routing: More efficient operators, fewer unnecessary visits, and better planning across complex sites.
- Telemetry and data integration: Live cashless updates improve insight, reduce cash handling, and support service delivery.
- Custom reports and automation: Decision-makers get the right reports, at the right time — automatically.
- Operational tools in progress: Purchase Order Wizard, Stock Issue Wizard, and mobile delivery updates are all in the pipeline to reduce waste, cut time, and boost accuracy.
It’s not just about adding features. It’s about choosing and sequencing them wisely.
Support that adds value
Mount Charles doesn’t just get software — they get a team. Their Technical Account Manager (TAM), Phil McGhee, is on hand for everything from day-to-day advice to strategic guidance.
Nikki appreciates the back-and-forth. “I’ll come to Phil with an idea, and he’ll say, ‘Yes — but here’s a better way to do it.’ That’s what we want in a supplier.”
Fergus agrees: “Phil’s calls and visits are essential. We discuss challenges — from field cashing to commercial viability of contracts — and he helps us get answers based on data, not guesswork.”
Measuring what matters
FPL isn’t a generic checklist — it’s a tailored tool. As Dan explains: “One client’s 60% might look totally different to another’s. It’s about delivering their results, on their timeline.”
The focus isn’t just functionality — it’s commercial return. Whether it’s reducing van stock, streamlining operator routes, or surfacing contract-level profitability, every FPL item has a business case behind it.
And there’s always more to explore. As Vendmanager adds features, the FPL evolves too — keeping clients aligned with the latest capabilities and opportunities.
Overcoming challenges together
Not every step has been smooth. When Mount Charles first rolled out Vendmanager, they had to overcome some serious technical hurdles — including a hardware switch during the industry-wide shift from 3G to 4G.
Chris recalls: “It wasn’t easy — but SB Software were there every step of the way. We tackled the fundamentals, navigated Covid, and now we’re on the sunny side—planning with confidence.”
Everyone on the same page
One of the biggest benefits of the FPL approach? It aligns people. From senior leadership to front-line staff, everyone knows what’s happening, why it matters, and what comes next.
Fergus likens it to training. “The FPL is a health check followed by a training programme. It keeps us sharp and ready.”
And that readiness shows up across the business — in cleaner reports, faster updates, fewer service calls, and stronger decision-making.
From software to partnership
SB Software doesn’t just install systems — they stay involved. TAMs guide each client’s journey, combining industry expertise with client-specific insight.
Phil sums it up: “The FPL gives us structure, clarity, and focus. But the real value is in the relationships — working together to find not just any solution, but the best one.”
And from Dan’s perspective, it’s a system built on experience. “When I was running a vending business, I wanted this kind of support. That’s why we built the FPL — to deliver exactly what our clients need, at the right pace.”
Fast Facts
- Mount Charles has completed 72% of their Vendmanager Functional Priority List.
- Price updates via Datakey save up to 15 minutes per machine across the estate.
- Single Walk helps operators visit more machines with fewer trips.
- The FPL aligns leadership, operations, and field teams with a shared improvement plan.
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