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North Country Case Studies

Normandy Kitchen & Bar

How a Historic Minneapolis Institution Modernized Operations While Preserving 83 Years of Tradition
The Challenge

Normandy Kitchen & Bar, a beloved family-run establishment serving downtown Minneapolis since 1941, found itself at a crossroads. While its timeless recipes and comfortable atmosphere continued to attract generations of loyal customers, its aging POS system was holding back operational efficiency and limiting its ability to serve guests at the level it demanded.

Originally opened as “the steakhouse without liquor” by Mrs. Noble and her cousin “Uncle Clarence,” Normandy Kitchen has been a Minneapolis institution for over eight decades. From hosting daily power breakfasts where business and political leaders strategize pancakes and coffee to serving families celebrating special occasions, “The Kitchen” needed technology to keep up with its excellent reputation.

Located just blocks from the Minneapolis Convention Center, Hennepin Theatre District, and U.S. Bank Stadium, the restaurant serves a diverse clientele that includes convention attendees and theatergoers as well as local regulars who’ve been coming for decades. However, the restaurant’s legacy POS system struggled to handle peak volumes efficiently, creating bottlenecks that impacted both guest experience and staff productivity.

The Solution

After partnering with North Country for years, Normandy Kitchen trusted our team to guide them through a comprehensive upgrade to Oracle’s Simphony Point-of-Sale system. This wasn’t just a technology refresh but a strategic investment in preserving their family legacy while positioning for future growth.

Key Implementation Features:
  • Real-time Inventory Management: Automatic tracking across all menu items, reducing waste and preventing stockouts during busy periods
  • Mobile Ordering Capabilities: Tablet-based ordering system allowing servers to take orders tableside, reducing wait times and improving accuracy
  • Customizable Reporting Dashboard: Comprehensive analytics providing management with deep insights into sales patterns, peak hours, and menu performance
  • Integrated Payment Processing: Streamlined checkout process supporting multiple payment methods, including contactless options
  • Staff Management Tools: Simplified scheduling and time-tracking features
The Implementation Process

North Country’s experienced team worked closely with Normandy Kitchen’s management to ensure a seamless transition that wouldn’t disrupt their daily operations. We scheduled the installation during off-peak hours and provided comprehensive staff training to ensure everyone was comfortable with the new system before the busy periods resumed.

Our approach included:

  • Pre-implementation consultation to understand their unique workflow needs
  • Customized system configuration tailored to their menu structure and service style
  • Hands-on staff training with both front-of-house and back-of-house teams
  • Ongoing support during the first weeks of operation to address any questions
The Results

The transformation has been remarkable. Within the first month of implementation, Normandy Kitchen saw significant improvements across multiple operational areas:

Operational Efficiency:
  • 25% reduction in order processing time during peak hours
  • Eliminated manual inventory counting with real-time tracking
  • Streamlined end-of-day reporting, reducing closing procedures by 30 minutes
Enhanced Guest Experience:
  • Faster table turnover without compromising service quality
  • More accurate orders with tableside entry reduce kitchen errors
  • Contactless payment options are appreciated by modern diners while maintaining personal service
Business Intelligence:
  • Real-time visibility into top-performing menu items
  • Data-driven insights for staffing optimization during peak periods
  • Detailed reporting enabling more strategic decision-making
Staff Satisfaction:
  • Servers report feeling more efficient and confident taking orders
  • Kitchen staff appreciate the clearer, more accurate order tickets
  • Management loves having instant access to business performance data
Client Testimonial

“Working with North Country on our Simphony POS upgrade has been exceptional. They understood that we’re not just implementing technology—we’re preserving a Minneapolis tradition while ensuring we can serve our guests better. The new system has made our team more efficient without changing what makes Normandy Kitchen special. Our servers love mobile ordering, our Kitchen runs smoother, and we finally have the business insights to make smart decisions. North Country didn’t just install a POS system; they helped us honor our past while embracing our future.”

Management Team
Normandy Kitchen & Bar

 

Why This Partnership Works

North Country’s relationship with Normandy Kitchen exemplifies our commitment to understanding each client’s needs. We didn’t try to change what makes this historic restaurant special. Instead, we enhanced their operations so they could continue focusing on what they do best: serving timeless foods and classic cocktails and providing the comfortable atmosphere that has made them a Minneapolis institution for 83 years.

This success story demonstrates how family-run businesses can leverage modern technology to improve efficiency and guest experience while maintaining the personal touch and traditions that define their brand. 

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Jeff Zimmerman
Director of Grocery Sales

As NCBP’s Director of Sales, Jeff focuses on building relationships with our Grocery/Retail customers, partners, and associates. He holds a deep belief that personal connections are an integral part of everyone’s success in business.

Jeff began his career in wholesaler management and as a general manager of an independent grocery chain. His retail expertise helped him quickly achieve sales success and grow our business at NCBP, and he now leads the continued success of our entire sales organization.

Kirk Benson
Director of Hospitality Sales

With 20 years of food and beverage technology experience, Kirk helps our customers deliver excellent hospitality and dining experiences while optimizing their business operations and financial performance.

Kirk leads the NCBP Hospitality sales team and builds relationships with partners to bring new technology solutions to hospitality and hotel industry clients across the U.S. He is a devoted supporter of the local restaurant and craft beverage scene, and he actively participates in industry groups and events.

Monica Laurent
Director of People and Culture

Monica joined NCBP in 2020 with over twenty years of leadership experience and is deeply committed to the associate experience. She is refining the company’s talent strategy with an emphasis on engagement, inclusion, and leadership development. Monica has earned her SPHR and SHRM-SCP certifications, is an active member of several HR associations, and volunteers for Twin Cities R!SE.

Matthew Swanson
Vice President of Operations

As a technology leader, Matt helps our associates, and our clients tackle their toughest business challenges. Matt has held several roles at NCBP and has focused on numerous process improvement, operational excellence, cybersecurity, and strategic technology initiatives.

Matt’s approach to leadership strives to balance a tenacious focus on results against making sure associates and their families are well-cared for. He is passionate about his family, and endeavors to build a team that allows his associates the space to achieve results while also achieving their desired work-life balance and personal objectives.

Before joining NCBP in 2008, Matt worked with MICROS Systems with their Leisure and Entertainment team. He holds multiple technical, project management, and process improvements certifications and advanced degrees focused on helping him build successful teams and drive results.

Over his career, Matt has worked with some of the largest operators in the industry and around the world, is passionate about helping them design and implement technology solutions that help achieve their goals, and has presented at multiple conferences and seminars on related topics. Matt also serves on the boards of directors of multiple industry and community organizations, and volunteers actively in the community.

Mark Olson
Board Member

Mark is a seasoned executive with extensive experience in technology and automation industries, most notably for his impactful leadership as President (1988-2014) and later President & CEO at APG Cash Drawer, LLC until his retirement. His multifaceted career demonstrates both technical expertise and strategic vision, leaving a lasting impact on the companies he has served and the industries he has influenced. Mark has brought his valuable insights to North Country as a board member since 2010.

Chelsey Paulson
Board Member

As a Culture Strategist & Business Growth Guide at Keystone Group International, Chelsey previously led North Country’s HR Team and has remained a dedicated Board member and ESOP Trustee. With experience chairing two boards and active participation on three, Chelsey brings her passion for creating lasting business impact through Strategic Foundation and Growth Strategy, Culture Evolution, Leadership Academies, and Executive Coaching. Her superpower of positive energy and commitment to continuous learning helps push North Country to break through growth ceilings and reach new heights.

Bruce Mann
Board Member

With over 45 years of management experience in the POS and Transaction Processing industries, Bruce brings exceptional expertise in operations, HR, product development, exporting, importing, multi-level distribution of hardware and software, marketing, business development, electronic payments, M&A, loyalty programs, integrated electronic payments, and integrated coupon programs. As one of the original Retail Solution Provider Association vendor BOD members, Bruce has been a frequent contributor to industry publications and presenter at industry events, in addition to serving on several NPO Boards.

Jim Freed
CEO and President

Driven by hands-on experience with technologies and his dedication to the people who use them, Jim cultivates a vision, organization, and work environment to enable our associates and customers to succeed and thrive.

Jim served in several key technology, service, support, and operational roles before becoming CEO and President of NCBP. He is a member of multiple partner advisory boards and enjoys fostering relationships, sharing best practices, and staying on top of industry trends.

Jandi Ketelsen
Sr. Director, Financial Services and Administration

During her more than 25 years at North Country, Jandi has worked across every facet of the organization’s accounting and financial systems, advancing to her current role as Vice President of Finance & Administration. 
 
An employee owner, she drives process improvement, strategic planning, strong partnerships, and associate development. Jandi’s business acumen includes leading cash flow, budgeting, inventory management, business operations, and North Country’s ESOPs. She is most proud of the team she has built and is especially passionate about the ESOP—where everyone has a stake in the outcome—and the culture it creates.