BONNIE EST DÉSORMAIS DISPONIBLE SUR WHATSAPP
RB Horeca operates eight restaurants across Amsterdam and they all faced the same challenge: rising call volumes that began to disrupt service and stretch staff capacity.
RB Horeca operates eight restaurants across Amsterdam: Lolo, Bello Gio’s by the River, CAU, De Nachtwacht, Fiona, Dal Pagliaccio, Bellezza, and Amarone. Each vevenue has its own character, interior, and cuisine, yet they all faced a challenge that was becoming impossible to ignore: a phone that never stopped ringing.
As call volumes grew across all locations, the constant interruptions began to affect both staff and guests. In some restaurants, diners complained about the persistent noise, while staff struggled to keep up with incoming inquiries. Calls were missed, details were recorded incorrectly, and confirmation emails or booking links often failed to reach guests.
For Patrick Koning, Reservations and Sales Manager across all eight venues, the pressure was constant. Calls came in faster than staff could answer them, details got lost, and confirmation emails never reached guests. RB Horeca needed a solution that would stop the bleed.
Eight locations, one voice picking up
Bonnie was up and running within a few days, with a smooth and transparent onboarding process from the start.
Since then, all of Bonnie’s features have been implemented across all venues, with a strong focus on managing reservations through Formitable. Bonnie independently handles routine enquiries, books tables in real time, and politely declines requests when availability is limited, eliminating the need for staff to manage repetitive calls or navigate back-and-forth conversations.
"Through a clear introduction and a look behind the scenes at Bonnie, I knew exactly what to expect."
Patrick Koning
Reservations & Sales Manager | RB Horeca
This not only reduced pressure on the teams but also created a more seamless experience for guests. In the time Bonnie has been live, 2,438 reservations have been booked directly through Bonnie, worth €389,000 in reservation value that would otherwise have been at risk.
For Patrick, what stands out most in day-to-day operations is the consistency: every caller is greeted with the same tone, clarity, and efficiency, regardless of which restaurant they contact. One unified voice, maintaining the same high standard across all locations.
Every call answered.
Across all eight venues, Bonnie picked up 30,720 calls this year, and handled 86.5% of them without ever pulling a member of staff off the floor. That’s not a marginal gain. It’s the difference between a phone that interrupts service and one that quietly gets on with its job, including the 1,587 calls that came in after closing, when no one would otherwise have answered at all.
What RB Horeca tells other restaurant owners
"Just do it! More control over your phone lines and there is always someone who picks up."
Patrick Koning
Reservations & Sales Manager | RB Horeca
