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Problem
Operational Complexity Meets Systemic Gaps
Prior to adopting SmartSuite, Roadchef’s Project Delivery efforts lacked formal structure and visibility. With operations spanning 31 motorway service locations across the UK—each housing major franchises like McDonald's and Costa Coffee —the internal project management function was initially managed through email and spreadsheets. These fragmented methods left the team without any system of record or workflow transparency.
Dan Sutton, who established the Project Delivery function, quickly realized that conventional project tools were too rigid to meet their evolving needs. After experimenting with platforms like Monday and ClickUp, it became clear they needed something more adaptable. Meanwhile, Liz joined the team from an operational role with deep knowledge of site-level challenges but was entering a system that lacked scalable processes or intuitive oversight.
Q1
Solution
From Email Chains to Engineered Workflows
To bring order to their complex environment, Roadchef selected SmartSuite and engaged consultant Laura Mellor from Process Atlas to lead the initial setup. Starting with a project management solution, they then layered on new modules for spend approvals and process automation. These tools replaced disjointed workflows and email chains with structured, trackable processes.
The team was able to quickly customize SmartSuite to match their internal practices without heavy reliance on external support. Dan independently built several new solutions using SmartSuite’s learning resources. The flexibility of the platform allowed them to experiment, iterate, and refine workflows to suit Roadchef’s multi-brand, multi-site operations.
The use of forms and dashboards was introduced gradually, with specific solutions already seeing high engagement and performance improvements.
Q2
Results
Unified Workflows, Accelerated Performance
SmartSuite delivered immediate improvements in process clarity and operational oversight. Core workflows—once scattered across emails and disconnected files—are now centralized, traceable, and easier to manage. Project milestones, spend approvals, and internal handoffs are executed within a unified platform that aligns with Roadchef’s organizational structure.
This transformation also helped new team members ramp up faster. Liz, for example, transitioned from on-site leadership to a Project Delivery role with access to structured processes and clearer visibility into the pipeline of projects and their tasks.
Roadchef is now positioned to expand SmartSuite across additional business functions. Their early wins in project delivery and workflow automation are laying the foundation for broader digital enablement across the organization.
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