The Professional's Voice

EPOS is dead. Long live EPOS

This year has been a very hectic 25th anniversary on the business front for everyone involved with Intelligent Business Systems.

We’ve welcomed multi-site operators Arc Inspirations, CaffeKix, Eclectic Bars, EPIC Pub Company, Kitty Hawk (pictured above) the Ideal Collection, Pieminister, Pug Pubs and Taylors of Oxford to our expanding client list.

Others new clients are in the pipeline too, testimony not only to the on-going appeal of our cloud-based hospitality management solutions but also our understanding of where EPOS sits in the marketplace.

We’ve also recently added DesignMyNight and Preoday to the list of apps that communicate and share data with our cloud-based EPOS solutions.

Share data with over two and a half dozen powerful and popular apps

Thanks to our intelligent and careful deployment of API links, we now share data with over two and a half dozen powerful and popular apps including ApplePay, PayPal, Flypay, Pepper, Zapper, Mycheck, MyCheck, Orderella and Cake. Other API integrations include Indicator, Welcome, Guestline, S4Labour, Fourth Hospitality and ResDiary.

As I have said on many occasions, integrating apps and EPOS solutions is the way forward for those of us working in the technology sector. We recognise and appreciate the traditional perception of EPOS as an isolated standalone system is redundant and a new definition is required where collaboration is the name of the game. In reality, it is very much a case of EPOS is dead, long live EPOS.

Always going to be a need to process sales transactions and stock movements

Does this mean EPOS has become obscured by the huge investments being poured into single-purpose apps? Of course not. There is always going to be a need to process sales transactions and stock movements and record and share data. However, the end goal has changed for the operators (and us) because everything they do is driven by the impact of their customers.

Our role is to help our clients and their third party partners achieve a seamless omnichannel customer experience, whether it is buying in-store or shopping online from a desktop, mobile device or telephone. Cross-channel data synchronisation, easy promotions and loyalty programmes are the key steps to enhanced levels of personal customer service. Our mission is to jointly manage and alleviate multi-channel pressures, including the enormous challenge of streamlining platforms and systems to place the guest experience at the heart of everything our clients do.

GBK wanted a seamless cutting-edge loyalty app to build brand devotion 

One of our long-standing clients, Gourmet Burger Kitchen, uses Flypay’s clever and innovative Flyt platform to give their customers a genuinely enhanced ‘burger joy’ digital experience. This flexible and dynamic order and payment platform was developed by FlyPay in-conjunction with ourselves because GBK wanted a seamless cutting-edge loyalty app to build brand devotion.

GBK customers at over 78 worldwide restaurants are able to take advantage of an exciting menu of fun added-value engagement activities.

The loyalty program varies from simple stamp cards to reward visiting customers with burgers, milkshakes and sides and more complex “challenges”. For instance, customers are encouraged to visit other GBK restaurants beyond their immediate domestic and work catchment areas. When they do, they are rewarded for their efforts. This blend of simple and complex loyalty initiatives ‘gamifies’ customers’ experiences and motivates repeat visits. This works because Flyt’s loyalty program integrates seamlessly with our cloud-based EPOS system (StockLink) so customers receive loyalty points whenever they pay in-store or online at any of its nationwide restaurants.

Customers can use the app to order food, pick it up in-store and accumulate  loyalty points for online orders. Flyt has fully integrated this functionality with our EPOS solution to ensure mobile ordering is quick and easy and minimises the impact on busy staff. Front-of-house staff simply accept the order on any POSLink EPOS terminal. The orders are automatically printed in the kitchen and appear on the kitchen screens. The system produces kitchen tickets and individual bag labels ready for collection at a time chosen by the customer. Admin is kept to a minimum as there is no order re-keying which minimises human error and saves invaluable staff time.

The concept of table ordering has undergone a major transformation

Customer convenience is the key feature of the Flyt app. The concept of table ordering has undergone a major transformation. Gone are the days when customers queue and order at the counter. Nowadays they have the option to simply walk in, find a table and order from their phones using the Flyt app. Customers wanting to order a second round of drinks or desserts use their phones rather than walking to the bar or catching the eye of busy waiting staff. It’s a win-win situation for everyone: shorter wait times for customers and more efficient staff who can really focus on a true guest experience.

Every base is covered. GBK is also using Flyt’s Order Direct solution with additional integration with their delivery partner’s service and our solution. The result is a smoother pick-up and less time spent keying in every order. When a customer orders from the Deliveroo website, the order automatically enters the EPOS terminal providing Deliveroo drivers with all the information they require for a fast, painless delivery.

EPOS solutions successfully uniting different platforms

This is a great example of the future of cloud-based EPOS solutions successfully uniting different platforms to chat with one another physically and digitally.   Multi-site operators know their customers want as many payment and engagement options as possible to stand out in a crowded marketplace.

With this in mind, we’re looking forward to an even busier 2017 as we embark upon further collaborations with other apps in the spirit of the omnichannel guest experience. Watch this space, as the saying goes. Meanwhile, enjoy a great festive season and new year.

 

 

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