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Case Study

Traditional fish & chips shop increases efficiency and order values

The brief - EPoS to keep up with demand

The busy fish & chips shop required a comprehensive electronic point of sale (EPoS) solution that was able to handle the high footfall during busy periods. Ensuring the efficient processing or orders from customer to kitchen was vital to keep customer wait times as short as possible.

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The solution - multi-channel, integrated order taking

DH Business Services installed a fully integrated solution for Muriel’s that included multiple order taking options and software such as TouchKitchen to ensure speedy processing of orders through the takeaway quick service restaurant (QSR).

In total, Muriel’s operates with the following:

  • 1 x TouchPoint till
  • 1 x PocketTouch device
  • 1 x TouchOffice Web accounts
  • 4 x TouchKitchen screens
  • 1 x TouchTakeaway app
  • 1 x SelfService kiosk

The TouchPoint is set up with a cash drawer, customer-facing display and integrated card reader, whilst PockeTouch is used by the Muriel’s team to take phone orders during busy periods. The whole system is integrated with Just Eat to ensure all online orders are received and processed efficiently.

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The result - higher order values and efficient processes

Since opening and utilising ICRTouch software, Muriel’s has seen Incredible flexibility for all point of sale functions thanks to a fully integrated ecosystem. TouchPoint, PocketTouch, TouchTakeaway, TouchKitchen and TouchOffice Web all communicate seamlessly, taking all the pressure off the front of house and kitchen teams.

The SelfService kiosk was installed in 2022 which has resulted in a significant uplift in the total number of orders being processed, as well as an increase in order values and upselling of items. Muriel’s has seen a change in the staff resource too - meaning staff have more time to focus on jobs other than order taking, speeding up service as a whole.

Following comprehensive training from DH Business Services, the Muriel’s management team are able to operate the whole ecosystem of EPoS products seamlessly. As well as operating the in-house TouchPoint tills, PocketTouch digital order taking devices and SelfService kiosks, the team also utilise TouchTakeaway features to promote offers and notifications regularly.

To ensure the owner keeps track of business performance, Muriel’s uses TouchOffice Web, giving unrivalled access to live reporting.

As a result of implementing the TouchKitchen order management kitchen video solution, mistakes are significantly reduced and chefs have the ability to peg orders, set preparation timers, rearrange and recall orders, improving efficiency and ensuring accuracy.