When the pressure rises, operational excellence wins.

🎄 How PAUL UK is entering Christmas stronger than ever with Sona

PAUL UK is widely recognised as one of London’s leading bakery brands. However, even established brands face significant operational pressures, particularly within the highly competitive quick-service restaurant sector.

As the business approaches its busiest period of the year, consistent and reliable operations become a critical differentiator. With a workforce of over 250 employees across 33 stores, and seasonal peaks that can determine annual performance, PAUL UK required systems capable of keeping pace with the demands of the shop floor.

In early 2024, their team led by Dawn Humphries, Head of HR & Training, implemented Sona across Scheduling, HR, and Time & Attendance. Almost one year in, the impact is clear:

“We honestly couldn’t be happier… things are more streamlined and we’re spending far less time chasing problems.”

Dawn Humphries, Head of HR & Training, PAUL UK

A measurable impact in the area that matters most: the customer experience

When asked about measurable results, Dawn did not hesitate: “In terms of our time — yes, without a doubt, Sona's given us so much back.”

Before Sona, Dawn and her managers spent countless hours correcting errors, reconciling rotas, and resolving issues across disconnected systems. Now they report:

• Fewer errors
• Fewer problems to chase
• Faster resolutions when issues arise
• Less time spent behind a computer
• More time on the shop floor with teams and customers

While PAUL UK does not track formal labour savings or EBITDA impact, the business is already feeling the benefits of streamlined operations and reclaimed hours.

“It’s difficult to put a number on it, but things are a lot more streamlined. Managers are definitely spending less time on the computer. That's time that they are spending now with the customer, on the shop floor, making sure everyone gets the best experience possible.”

For a high-volume bakery chain that prizes its historical brand but needs to manage tight margins and high guest expectations, that time directly protects profitability.

From operational drag to operational confidence

With their previous system, Dawn’s team spent a significant portion of the week firefighting: “A lot of our time previously was spent chasing issues and missing information. We just didn't have the visibility.”

With Sona:

• Scheduling clashes are dramatically reduced
• Creating rotas is smoother and faster
• Shop teams have clarity and visibility over their schedules
• App adoption quickly hit 100%, simplifying communication and scheduling

Clocking in was new for their teams and initially met with some resistance, but with a good communications plan in place and Sona's user-friendly app, the PAUL UK teams quickly settled in. As Dawn explains:

“We barely hear anything about it now, which is always good news.”

Lean teams, smoother operations: Sona makes a small team feel larger

The festive period is one of PAUL UK’s most important trading moments. In the past, preparation involved long hours, manual processes, and operational stress. This year is different.

“We’re feeling good going into Christmas. Shops are prepared. We’ve got the right team in place. We’re in a good place for a really successful Christmas.”

Dawn attributes that confidence to:

• Smoother workflows
• Fewer issues to chase
• Managers spending more time with customers rather than screens

Sona is not replacing people; it is extending the capability of a lean head office team and empowering location managers to always staff correctly, according to demand. 

A stronger experience for teams on the floor

This wouldn't have been possible if app adoption hadn't been strong, with staff quickly embracing Sona’s consumer-grade design.

“Previously, even if we had a system, we still ended up using notice boards because of the multitude of changes. Now, everyone actually uses the app and gets all their shifts there. They’re not having to look at the notice board anymore.”

Better visibility supports better planning, reduces confusion, and limits daily interruptions for managers. These small improvements compound into a better employee experience and enhanced customer service.

The business is experiencing:

• More efficient scheduling
• Less operational noise
• More customer-facing time
• Smoother people processes
• Simpler communication
• A calmer lead-up to the busiest trading period

For a QSR bakery brand navigating competitive pressure, shifting customer expectations, and a challenging year for the industry, this operational ease becomes a strategic advantage:

“Things are working. Things are a lot more streamlined. That helps us have a much more straightforward festive period.”

🥐 A heritage brand with modern systems, ready for what comes next