CaterTrax uses a structured, hands-on implementation process designed to help foodservice operations get started quickly and efficiently. Here’s what to expect:
1. Initial Steps & Preparation
Sign the Quote: The process begins when you sign the CaterTrax quote. This connects you with a dedicated Site Launch Coordinator who will guide you through every step.
Site Information Collection: You’ll provide details such as your menu (in electronic format), logo, site administrators, and payment gateway preferences.
Complete Required Forms: Depending on the solutions and add-ons you’ve purchased (Catering, Take-Out, Floor Stock, etc.), you’ll fill out corresponding forms for configuration.
2. Integration & Consultation
Information Gathering Call: You’ll have an integration meeting with your coordinator to clarify your goals, outline business rules, and confirm technical requirements.
Brand Customization: Select your website theme, upload your logo, and confirm your preferred color schemes for branding.
3. Site Build & Testing
Site Construction: CaterTrax specialists will build your site based on the collected details. The build typically takes about one week.
Quality Control: A review team checks your site to ensure menus, pricing, processes, and branding are accurate.
4. Training & Go-Live
Interactive Training: The Education Services team provides virtual training for your staff and administrators to ensure they can use the system effectively.
Site Evaluation: Test the site yourself, place sample orders, and verify everything is correct.
Soft Launch: Launch internally with your management team for feedback.
Official Launch: After a short adjustment period (about one week), go live for all customers.
Customer Support Resources: Optional training materials can be made available to your customers for an easier ordering experience.
Typical Timeline
Standard Implementation: Most sites go live within 30 days of signing, assuming all requested information and forms are provided promptly.
Expedited Services: Faster launches are possible if your team is ready and steps are completed quickly.
Customisation
CaterTrax is designed to be highly customizable to meet the specific needs of different foodservice and catering businesses. Key points about its flexibility include:
Custom Menu Creation: Easily add menu items by submitting a support request and providing the necessary files.
Menu Categories and Standardization: Menus can feature multiple categories and be standardized across multiple sites, which is especially helpful for chains or multi-location operations.
Ordering & Workflow Customization: Options can be tailored for specific customer groups (e.g., staff-only ordering), with control over operating hours, lead times, and delivery schedules.
Configurable Business Rules: Set rules for each site, such as operating hours, pick-up/delivery times, and inventory availability.
Integrated Payment Solutions: Supports multiple payment gateways and workflows, allowing businesses to customize payment processes.
Branding & Web Presence: Built-in website customization with the ability to upload logos, adjust color schemes, create custom pages, and tailor the online ordering experience.
Add-On Modules: Features such as Budget Management, Catering Rooms Manager, and Kitchen Printer integration can be included as needed.
Scalability: Works for small, medium, and large organizations, with features that scale as the business grows.
Multi-Site Management: Enables uniform menus across locations and centralized inventory management for enterprises or contracting groups.
Additional Costs
CaterTrax follows a custom pricing approach based on the business’s size, configuration, and feature needs.
Typical Cost Structure:
Starting Price: Often begins around $150 per feature, though total cost depends on the chosen modules.
Setup Fees: Initial setup, configuration, and training are included in the Site Launch program.
Customization Charges: Basic menu and content editing can be done by users. More extensive edits or custom work beyond standard limits may incur additional charges.
Subscription Fees: Operates on a Software-as-a-Service (SaaS) model, billed monthly or annually with a rate tailored to each client.
Support Charges: Standard support includes 24/7/365 helpdesk service and virtual training at no extra cost. Complex or ongoing custom work may be billed separately.
Maintenance: System updates, troubleshooting, and general support are included in the subscription.
Custom Features/Integrations: Special integrations or unique functionalities are available by request and quoted individually.
Training
CaterTrax provides extensive training and ongoing support to ensure new clients can use the platform effectively from day one:
Site Launch Training: Includes live, personalized training sessions for administrators and users, tailored to the business’s setup. Training is usually conducted virtually, with the option of in-person demonstrations or workshops when needed.
On-Demand Learning: Users have access to a library of video tutorials, “Back to Basics” series, and step-by-step guides for self-paced learning or quick troubleshooting.
Virtual Classroom Courses: Regular “TRAX Starter” sessions for beginners and “TRAX Advanced” sessions for more complex workflows and best practices.
Custom Training and Materials: Optional specialized sessions or documentation created specifically for a business’s CaterTrax site.
Ongoing Support: Access to a dedicated client services team for online, phone, and real-time assistance. Standard support is available 24/7/365.
Security Measures
CaterTrax incorporates strong data protection standards to keep client and customer information safe:
Encryption: All data transferred to and from the platform is encrypted using Secure Socket Layer (SSL) and Transport Layer Security (TLS) protocols to protect sensitive information such as personal and payment details.
Compliance: Adheres to major privacy regulations, including GDPR and CCPA, ensuring responsible handling of personal data.
Real-Time Monitoring: The platform is monitored continuously to detect and address potential threats.
Data Protection Policies: Maintains comprehensive measures to help prevent loss, theft, or unauthorized disclosure of information.
Updates
CaterTrax regularly maintains and improves its software through a structured update process:
Ongoing Updates: Enhancements and new features are delivered regularly as part of the subscription, based on client feedback, industry trends, and evolving needs.
Centralized Rollouts: As a cloud-based platform, updates are managed by CaterTrax and require no action from the client.
Dedicated Innovation Team: A specialized team develops improvements and ensures security standards remain high.
Menu and Content Maintenance: Support is available for keeping menus, promotions, and other content up to date.
Data Ownership and Portability
Data Ownership: CaterTrax maintains ownership of all information collected through its platform, including any personally identifiable information (PII) provided by users and organizations. While the company retains ownership, the data is used solely for servicing client accounts, supporting operations, and providing product-related communications. CaterTrax does not rent, sell, or share PII with third parties, except when it is necessary for resolving issues or meeting legal requirements.
Data Portability: Clients can request access to or deletion of their personal data at any time. Upon verification of the request, CaterTrax will provide a process that allows the client to withdraw consent and have their data managed according to recognized privacy regulations such as GDPR and CCPA. Data can be supplied in a structured, machine-readable format that follows industry standards, and verification of identity is required before processing such requests.
Scaling Up / Down
CaterTrax’s system is built to support a wide range of operations, from single sites to large enterprises, with flexible modules, features, and service options.
Expanding Services: Businesses can add new features, modules, or additional user accounts as needed. Tools such as standardized menus, inventory management, and customized workflows can be applied across multiple sites.
Reducing Services: If scaling down, organizations can remove features or modules and adjust their subscription plan accordingly.
Custom Agreement Adjustments: Any changes—whether expanding or reducing services—are reflected through an updated service agreement and customized quote.
Ongoing Support: CaterTrax provides setup assistance, guidance, and consulting during both expansion and reduction phases to ensure smooth operational transitions.
The terms & conditions for contract renewal and cancellation
Contract Renewal
Renewal Terms: Contracts can be renewed by mutual agreement, generally under the same conditions as the original agreement. Renewal periods are defined in the service contract, and both CaterTrax and the client must provide written notice and consent before the contract term ends.
Review and Updated Quote: Renewal often includes a review of service needs, with a revised custom quote provided if there are changes in features, modules, or user numbers.
Cancellation Policy
Advance Notice: Cancellation requests must be submitted in writing. Fees depend on how early the cancellation is made:
Five days or more before an event or renewal: No charge.
Three days or less before: Up to 50% of the estimated total may be charged.
Less than 24 hours before: Full charge (100%) of the estimated total.
Service Adjustments: Scaling down services (removing features or modules) is allowed and reflected in a revised subscription agreement and updated quote.
Force Majeure: Contracts may be cancelled without or with reduced penalties under exceptional circumstances beyond either party’s control (e.g., legal changes, natural disasters).
Written Confirmation: All cancellations require written confirmation; refund of deposits depends on how early the notice is given and contract conditions.
Compliance
CaterTrax adheres to major privacy, payment, and accessibility standards:
GDPR: Meets European Union regulations for handling personal data.
CCPA: Complies with California Consumer Privacy Act requirements for data privacy.
PCI DSS: Follows Payment Card Industry Data Security Standards for secure payment processing.
ADA, WCAG 2.1, Section 508: Ensures website accessibility through compliance with accessibility laws and guidelines, supported by continuous monitoring.
FDA Menu Labeling Compliance: Provides tools (such as nutritional information features) to meet U.S. Food and Drug Administration menu labeling regulations.
