LHR Pubs (Islington & Hackney)
Declan Perkins (Owner of LHR Pubs) recently had a bad experience with a recently installed EPOS system and supplier so we listened to the problems and learned what he wanted to achieve. From this we created an ideal solution.
The Customer
LHR Pubs specialise in Craft Beers & Traditional Wood Fired Pizzas and are located across 4 sites within Islington and Hackney in London. The pubs boast a wealth of specialty craft beers and ales, function rooms, art exhibitions and live acts as well as their renowned stonebaked pizzas, whilst Luppolo is a buzzing pizzeria which also specialises in local craft beer and fine gins.
The Challenge
Declan Perkins (Owner of LHR Pubs) recently had a bad experience with a recently installed system and supplier, where features and promises never came to fruition. HBM listened to the problems Declan had experienced and learned what he wanted to achieve. The ideal solution would allow revenue reporting across all venues, and real-time analysis of sales with an integrated multi-site loyalty package. All of the sites are busy and popular, and speed of service needs to be high to keep queues at the bar to a minimum.
HBM identified the following areas that Declan particularly wanted from his new system and supplier.
Key requirements
- Reliability
- Fast service
- Revenue and business-relevant real-time data and historical reporting
- Back up & support from supplier
- Scalable over multiple sites
- Self sufficient
The Solution
HBM proposed to use the existing hardware where possible, to minimise cost, and install the versatile TouchPoint software across all locations together with the web based back office solution – TouchOfficeWeb. The revolutionary PocketTouch order pads were also installed into Luppolo Pizzeria to improve the speed and accuracy of their table service.
HBM fully managed the installation, from offsite pre-programming, staff training and performing the installation out of hours to minimise customer disruption.
After the initial snagging period — to be expected when getting used to new processes — the new system has performed solidly from day one and Declan now has a solution that provides him with invaluable business analysis. He can now rely on his system during his busiest periods, and is reassured by the accuracy of his sales data.
This led onto a second phase that added a full customer loyalty program accessed via swipe cards. Each site can share customer records and LHR Pubs can determine the discount schemes on a per customer basis. This is fully integrated into the till system reducing staff errors and ensuring that the correct discounts are applied to the correct customers!
The new system was fast and easy to use, with easily adaptable screens, buttons, colours, products and prices; this allows for quicker transactions, minimal staff training and increased customer satisfaction as their order can be processed faster. The whole platform is self sufficient, with both Declan and the Managers able to make changes to the product list as and when required.
The system has reduced customer queuing and waiting times which has driven up sales. Declan also now has the ability to analyse sales data across all sites and make better business decisions because of this, and offer promotions and rewards to loyal customers.