British Library Gardiff 1920 2
Case Study

The British Library making the most of SelfService kiosks

The national library of the United Kingdom, The British Library is the largest library in the world based on the number of items catalogued, with some 200 million+ items. Our Authorised Gold Partner, Gardiff EPoS, was chosen to implement an ICRTouch solution that could handle the significant number of orders received daily at multiple sites.

British Library Gardiff Counter
The brief - an integrated EPoS to meet the high footfall demand

With two sites, the iconic St Pancras library site in London and the Boston Spa reading rooms in Lincolnshire, Graysons manage the catering services at both.

The Library itself receives 1.6million visitors every year and the 150 seat public restaurant, snack bar, members’ room and staff dining areas generate a substantial demand. It was necessary therefore that the solution provided by Gardiff and ICRTouch was scalable, efficient and variable.

The British Library team wanted to continue to provide a high-quality selection of food and beverage options, while increasing efficiency and enhancing social distancing compliance. They required a solution that would be able to cope with the high footfall alongside reducing queuing times and speeding up their service overall.

British Library Gardiff 1920
The solution - SelfService kiosks to improve customer flow

To enhance the existing TouchPoint countertop till EPoS that was already in place, Gardiff opted to install the flexible SelfService interactive kiosk ordering solution to improve customer flow and guest experience at both sites.

Enabling fast, automated ordering and payment processes, the solution has been proven to substantially reduce queuing times and gave The British Library a suitable solution to the social distancing requirements. The kiosks are fully branded and have a modern, ergonomic design alongside a secure, steel casing which ensures longevity and excellent return on investment. The full installation, including integrated Opayo payment terminals across both sites was completed by the Gardiff team over one weekend.

Management of the SelfService kiosks is maintained via the existing EPoS system thanks to TouchOffice Web and the ByTable software, allowing all products and pricing to remain consistent.

British Library Gardiff Touch Point
The result - faster service and return on investment achieved

Optimising the overall guest experience at both sites, the ICRTouch solution has allowed staff to focus more on customer service and reduce queuing times. The improved customer flow, prompted upselling via kiosks, staff productivity increases and reduced operating costs have all contributed to significantly improving the bottom line of The British Library’s operations.

The return on investment from the kiosks was achieved several times over in the first year. Supported by the Graysons and The British Library management team now having full access to real-time sales data and reporting via TouchOffice Web, Gardiff’s installation has been a huge success.

Even now, outside of social distancing rules, between 70-80% of sales at the Boston Spa site are processed via the SelfService kiosks, freeing up staff and speeding up service.