Horsham Rugby Club Gardiff 1920
Case Study

Horsham Rugby Club expand with ICRTouch solutions

The heart of the local community, Horsham Rugby Club is the town’s premier club and has many players and non-rugby players who regularly utilise the facilities. The site includes a clubhouse, bar and patio area with both the clubhouse and our Authorised Gold Partner, Gardiff EPoS, were selected to install a full new EPoS solution.

The brief - efficiently serve customers while providing incredible customer service

To enable Horsham Rugby Club to efficiently serve their customers whilst maintaining control of the full EPoS system, they required a solution that was capable of smoothly processing the entire customer journey and orders throughout the onsite experience. As a sports club with long term members, a loyalty programme was also essential to their operations.

When it came to order management, the club required a more effective solution for staff to take orders at the table as well as an online ordering system that allowed guests to place their own food orders and also have the option to purchase merchandise from the on-site kit shop.

Additional requirements included the ability to keep track of stock, update menus for both onsite and online orders and have the ability to provide offers to their guests.

The solution - a user-friendly integrated system that ticks all the boxes

Used by thousands of businesses across the UK, the TouchPoint flagship EPoS software is packed with features that allowed Horsham Rugby Club to focus on what matters most - delivering great customer service to all of their members and guests. As the heart of the ICRTouch ecosystem, it provides a reliable, flexible system that can easily adapt to the needs of any business.

Ensuring accuracy and speed during order taking were key decision factors in the implementation of PocketTouch digital ordering software. The Gardiff team highlighted how streamlined the operation process could become with PocketTouch’s automation, processing orders straight to the bar without staff intervention.

To complement the use of PocketTouch at the Rugby Club, the order-to-table solution, ByTable, was implemented to serve two purposes. As well as hosting the full food and drink menu and giving customers the chance to place their own orders from their tables, it gives the Club a platform to sell kits and merchandise on a click and collect basis.

Utilising TouchPoint’s customer loyalty functionality, Horsham Rugby Club has been able to gain valuable insight into the spending habits of their members over time and reward people for returning time and time again. The Club have also created custom price levels for members and non-members, giving an extra benefit to their loyal members.

Alongside the installation of on-site solutions, TouchOffice Web, our back office business management software was implemented, which is now providing Horsham Rugby Club with an end-to-end view of their entire operation. The team is able to easily handle stock management and can quickly report on profits in real-time, giving peace of mind that management tasks are covered and the solutions are working.

The Gardiff’ EPoS team provided a full service including project management, network implementation, EPoS hardware and software installation and on-site training.

The result - optimised customer service and maximised revenue

Overall, the installation of ICRTouch solutions by Gardiff EPoS has been a huge success.

Using the PocketTouch integrated tablet ordering system, the Club has been able to streamline their operations, with orders processing straight from the table to the kitchen at the click of a button. Not only has this sped up service, but it’s provided an effective way to turn tables faster, reduce order errors and increase average spend per guest.

“Gardiff EPoS has been absolutely fantastic. The team have excellent knowledge of both the hardware and software, offer great advice and don’t oversell their services. We definitely recommend.” - Horsham Rugby Club

The front of house team has found the whole system easy to use and it has revolutionised the service that the Club is able to offer their customers. The management team is able to see valuable sales data across the site, allowing them to respond to specific needs as they arise in the business, as well as having the ability to tailor rewards & promotions.