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Farrers Coffee House, Kendal, Cumbria

Increased Speed of Service and Eliminating Ordering Errors

In conjunction with the WaiterPoS terminals, Harmony installed electronic handheld WaiterPads for Farrers and a printer in the kitchen to accelerate the ordering and preparation process.

Via the handheld pads, waitresses take customers’ orders, which are immediately transmitted to the till, for billing, and to the kitchen, for preparation.

Farrers Coffee House Kendal Cumbria

Located on Stricklandgate in the heart of Kendal town centre, Farrers Coffee House has been serving tea, coffee and snacks, and selling tea and coffee through its retail outlet at the same premises since 1819.

We were delighted with the system recommended by Harmony. Another company we approached advised us to install a wi-fi-powered system which, while slightly cheaper, would have been unreliable and not fit for purpose in our café and shop. I am pleased that I chose to invest in an RF aerial, which has not let us down.

The touch-screen terminals and handsets have transformed our workplace. Costly mistakes, common before our upgrade, are a thing of the past. We are now far more efficient. Customer satisfaction and profits are up. The engineers have even helped me with other IT & CCTV issues.

It is absolutely crucial for us that if we have an issue we can rely on support from our suppliers – I will happily recommend the team at Harmony EPoS Solutions.

Gordon Grace, Owner, Farrers Coffee House

The Problem

In 2015, owner Gordon Grace, who runs the café and shop with his wife Gill and daughter Rebekah, contacted Harmony EPoS Solutions with a view to upgrading the till system in the café and shop.

Gordon had been using two basic, old-fashioned tills into which prices were manually entered. In the shop, he had scales for weighing tea and coffee to order. All other shop products had to be individually labelled with a price gun.
In the café, waitresses used duplicate pads to take customers’ orders.

Reviewing their system, Gordon and Rebekah agreed that their current system was not making the best use of time and was costing the business money.

In the café, waitresses had to write down each order and hand-deliver copies to the kitchen and till, thereby reducing the amount of time they spent serving customers. Occasionally, handwritten orders were incomplete or illegible, which resulted in orders leaving the kitchen incorrectly and erroneous billing.

Using the antiquated duplicate pad system, it had also come to Gordon and Rebekahs’ attention that additional items ordered, such as desserts and extra drinks, were often omitted from the final bill, especially during busy periods. This miscommunication was a further drain on profits.

Gordon had previously dealt with Harmony EPoS Solutions and was pleased with our service, so he approached us about installing a modern EPoS system including electronic handhelds for waitress ordering at the table, which would maximise efficiency and profits.

Working with management and key staff at Farrers, Harmony installed a Triniteq touch-screen system running WaiterPoS software which would meet all the requirements of the café.

Our Solution

How can a Handheld WaitePad System Increase Profits (.pdf)

With a WaiterPad system from Harmony EPoS you can:-

  • Dramatically Increase Speed of Service
  • Eliminate Ordering Errors
  • Save on Labour Costs
  • Proven Increase of Bottom Line Profits

In conjunction with the WaiterPoS terminals, Harmony installed electronic handheld WaiterPads for Farrers and a printer in the kitchen to accelerate the ordering and preparation process and eliminate miscommunication between staff.

Via the handheld pads, waitresses take customers’ orders, which are immediately transmitted to the till, for billing, and to the kitchen, for preparation.

Using WaiterPoS technology, waitresses no longer had to make the journey to and from the till and kitchen after taking each order. Kitchen staff received clear printouts of food and beverage orders as soon as they had been entered into the WaiterPads. And all extra food or drink orders were added to the bill electronically, ensuring every customer was charged in full.

Join the WaiterPoS Revolution (.pdf)

After conducting a site survey at Farrers, we  identified that wi-fi was not reliable enough to offer the reliability needed to operate a handheld ordering system in an old building with more than one floor and thick stone walls.

To sidestep this problem, we recommended Farrers install a radio frequency aerial, which would transmit signals through ceilings and solid walls, and not be affected by crowding, as wi-fi frequently is.

During our site survey, we demonstrated that the signal from a Triniteq radio frequency aerial between the handheld pads and WaiterPoS terminals was 100% at every table on each floor of Farrers. Observing how much more dependable an RF aerial would be than wi-fi, Gordon agreed the Triniteq WaiterPoS system would be a sound investment.

To complete the upgrade, we integrated two new credit card machines with the touch screens, along with stock control and sales analysis software.

In the shop, we installed a bar code scanner to eliminate the need for individual pricing of each item and to ensure products were charged correctly. Retail studies have shown that the implementation of a scanning system increases profit margin by 2%-3% in the first year, and by 1%-2% each year thereafter.

Any concerns staff might have had that the new system would be difficult to operate were allayed when we demonstrated the ease of use of the touch-screen tills and handsets.

 There were even more benefits to the new technology:

Stock countdown, which notified staff  terminals if a meal or other item had sold out before a customer placed the order.

Order customisation. Through the handhelds, servers could effortlessly send order modifications to the kitchen, such as NO CUCUMBER.

Upsell prompting, which encouraged servers to offer additional items to customers in order to complement meals.

Daily special updating. Through the touch-screen terminals, servers could update daily specials, details of which would be immediately transmitted to the WaiterPads.

Can we help you too?

Contact Harmony EPoS Solutions today to discuss your requirements