Graysons is a contract caterer, managing staff restaurants and hospitality suites on behalf of a wide variety of clients. Their focus is on great food, great people and exceptional service for their customers.
They manage the catering services at the British Library, the national library of the United Kingdom and the largest library in the world by the number of items catalogued. They have two locations: the iconic St Pancras site in London and the Boston Spa reading rooms in Lincolnshire. The Library receives 1.6 million visitors per year and has multiple dining spaces including a 150 seat public restaurant, snack bar, members’ room experience, and staff dining areas.
Graysons needed an contract catering EPOS system that would enable them to efficiently serve customers across 8 dining spaces in the British Library, whilst maintaining control of the business. To do so, they needed the EPOS system to smoothly process the customer journey and orders through the onsite experience.
The client wanted to continue to provide a high-quality selection of food and beverages while increasing efficiency and enhancing social distancing compliance. They needed a solution to reduce queueing times and speed up service while becoming more efficient and reducing potential contact between customers and staff.
An integrated payment solution was also required to pair with the EPOS system, to optimize speed, efficiency, and accuracy. One of the dining sites required NFC customer displays, so staff could tap their library card and charge the order to their account.
As the EPOS system would be across so many locations, Graysons needed a cloud back office system that could manage all of these from one central place. This would allow them to update menus and prices, pull reports and view key sales data with ease.
The Gardiff Contract Catering EPOS Solution
The Gardiff EPOS system is a fast, easy to use and powerful EPOS solution used by thousands of businesses in the UK. It is packed with features to enable you to do what’s important: deliver great customer service and grow your business. Handling single and multi site businesses, it is a system to empower your long term profitability.
The main St Pancras British Library site needed the system installed across 7 locations. This included 12 EPOS tills with integrated card payment terminals and customer displays. 2 of the tills would include the NFC customer displays, so staff could tap their British Library card and charge the order to their account. This would greatly reduce customer wait times and optimise the service delivered by Graysons.
The Boston Spa location required 2 tills with integrated card payment terminals and customer displays.
To further optimise service at both sites, we used a combination of Gardiff’s flexible self service kiosks and ordering app alongside the counter top EPOS solution to improve customer flow and guest experience. This enabled fast automated order and payment processes which substantially reduced queuing times and increased social distancing for the public.
We displayed the power of the online cloud back office, with tools that will provide in-depth reporting for the contract catering EPOS system. This allows Graysons to manage their various dining spaces from one centralised back of house platform, including customer, staff and stock reporting.
The British Library branded Kiosk terminals have a modern, ergonomic design along with a secure, steel casing to ensure an excellent return on investment. Management of the Kiosks is maintained in the central EPOS solution, allowing all products and pricing to be maintained centrally.
Working with the team at the Graysons, Gardiff provided initial project management, network implementation, EPOS equipment installation and on-site staff training.
We installed the systems during the weekends to ensure no disruption to their service. Our engineers provided onsite training and go-live cover to ensure the confidence of the on-site catering team and enabled an improved customer experience.
We delivered our EPOS equipment (EPOS software, countertop terminals, cash drawers, customer displays, integrated card terminals, self-service kiosks) and networked these, connecting them to Wi-fi. Our engineers are qualified to both install the equipment and train staff, providing flexibility for last minute changes, system configurations, and addressing final questions from stakeholders.
Our in-house support staff enabled the back office and arranged access for Grayson’s management team.
The Customer Benefits from the Gardiff Contract Catering EPOS Solution
Gardiff’s expertise has enabled Graysons and the British Library to optimise the overall customer experience by allowing staff to focus more on customer service and reduce queueing times.
The increased customer flow prompted product upselling, staff productivity and reduced operating costs significantly improving the bottom line. The return on investment has been achieved several times over in the first year.
Graysons and The British Library now benefit from access to real time sales and data via Gardiff’s cloud back office service providing management with an instant view of sales trends and stock analytics.
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