Case Study:Calloway Consolidated Group: Five Guys Burgers & FriesThe Company:Calloway Consolidated Group owns and operates...
Thorsen also values the relationship she’s built up over time with her Windstreamconsultant, as part of Windstream’s “Hi-T...
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Case Study: Windstream Five Guys Case Study

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Calloway Consolidated Group owns and operates 14 Five Guys fast food restaurants in four northeast Florida cities, including Jacksonville, Gainesville, St. Augustine and Jacksonville Beach. The company, consistently listed on the Jacksonville Business
Journal’s “BJ50” list of the region’s fastest privately held companies, employs about 400 employees. With an average annual revenue growth of 33.1 percent over the past three years, the company recently announced a commitment to open 11 more restaurants.

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Case Study: Windstream Five Guys Case Study

  1. 1. Case Study:Calloway Consolidated Group: Five Guys Burgers & FriesThe Company:Calloway Consolidated Group owns and operates 14 Five Guys fast food restaurants infour northeast Florida cities, including Jacksonville, Gainesville, St. Augustine andJacksonville Beach. The company, consistently listed on the Jacksonville BusinessJournal’s “BJ50” list of the region’s fastest privately held companies, employs about 400employees. With an average annual revenue growth of 33.1 percent over the past threeyears, the company recently announced a commitment to open 11 more restaurants.The Challenge:“We’re focused on a simple menu of great burgers, fries and hotdogs, deliveredquickly,” says Lynn Thorsen, Managing Director at Calloway Consolidated Group. “Thatmeans every facet of our operation must be running smoothly. If it doesn’t, we can’tperform, and we have unhappy customers.” Calloway Consolidated relies on its onlinepresence on a daily basis, including reordering food products for each restaurant, andextends to online training delivered to every new employee. “Consistent uptime, qualityand reliability are key for us. Our clients demand it from us; we demand it from ourvendors,” Thorsen says.The Solution: Windstream Communications“We have managers who are busy; the last thing they can worry about are problemswith their stores’ phone or DSL service,” Thorsen adds. Since Calloway Consolidatedbegan working with Windstream, there have been no systems issues and service hasbeen consistently reliable. “The systems are always working when they need it. If theyweren’t, I’d get a call,” Thorsen says.Calloway Consolidated relies on Windstream for high-speed Internet, fax and phoneservice to power its communications abilities, from telephone to the connections neededto power the POS system at each restaurant location, including instantaneous creditcard approval.
  2. 2. Thorsen also values the relationship she’s built up over time with her Windstreamconsultant, as part of Windstream’s “Hi-Touch” approach, where each client’s needs areaddressed individually, helping them craft a solution that meets their specificrequirements. “Our account manager has taken excellent care of us. On a scale of 10,she’s an 11,” Thorsen says. “I’m very grateful for her. We’ve never had any complaintsfrom our store managers about the quality of Windstream’s service; if they call in with aproblem, they’re helped immediately.”The FutureAs Calloway Consolidated continues its expansion, it continues to rely on Windstreamto provide each new location with on-time delivery of its communications needs. “We’rein customer service, so we know what good service looks like,” Thorsen says. “And Iknow we get it with Windstream.”

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