The Bowgie Inn, where technology is the future –
A Case Study
The Bowgie Inn needed a solution that allowed customers to place orders independantly, something that would compliment their online orders only site.
“…ordering on their phone for some less techie people still seemed a challenge.”
“The challenges we faced with Covid safety in mind meant that we decided not to revert to bar service when the covid restrictions were finally lifted. We had been happily processing orders placed by customers using our App or Website using their phones or our one iPad. It became apparent that once table service in pubs was no longer compulsory, some people began to request contactless payment more and more as the App and web orders require card details or PayPal.
We were also faced with a larger cross section of people coming out of isolation once the vaccination had been readily available to everyone and people felt safer coming back to pubs. Most people re-emerging out of isolation had become accustomed to online ordering during lockdown, but ordering on their phone for some less techie people still seemed a challenge.
App ordering, whilst many people simply “get it” and love that they can order another round of drinks, or pudding without the traditional hassle of going to stand at a crowded bar. Others became unstuck if they had forgotten their phone, had a flat battery or didn’t have their glasses, and some people even don’t have a phone at all, we had an iPad for this kind of emergency, but it was becoming more common. So we were keen to provide an alternative method of ordering that eliminated all of these issues.”
Sally Grey – Director, Bowgie Inn
The plan of action
With the new ICRTouch SelfService V2 released, we discussed installing two units in the pub so customers could order independently and pay via contactless. We worked closely with our kiosk manufacturer to test a prototype unit and develop it to our specifications, with feedback from staff and customers at the Bowgie, installing it as soon as integrated payments were available.
The Kiosk was the answer to all of these hurdles, the screens are simply a giant version of the online menu, so you don’t need to worry if you don’t have your glasses, you can pay with contactless payment or by chip and PIN, you don’t need your phone, phone charger or bank authorisation codes.
It is really simple to use, it allows our guests to browse our full bar and even discover Cornish Gins and Spirits which you would not necessarily discover if your other half was queuing at the bar to order for you. It has taken a little bit of thought and input from our front of house team, feedback from customers and of course guidance and programming knowledge from our experts at Cornish EPOS & IT Services.
We were really excited to have the prototype and immediately increased our order from 2 units to 4 units.”
Sally Grey – Director, Bowgie Inn
The Installation
With hardware development completed this summer, we added four wall-mounted 27” Touchscreen Kiosks running SelfService to complement the existing online ordering and allow customers without their own compatible device or wanting to pay with a physical card, smartwatch, or contactless phone payment.
“The installation was quick and training was provided. The units look really pro, slick and come with a stand or can be wall mounted which is the option we went with.
We think that this style of ordering is the future. We understand that some people find change difficult, but we have had a big change at The Bowgie with our major refurbishment. The pandemic caused a big shake up to the way that we can operate and lessons should be learnt from such a world changing event. Technology is the future and we have really enjoyed putting the technology at the forefront of our business.”
Sally Grey – Director, Bowgie Inn
Four self service kiosks, wall mounted in the Bowgie Inn
Self-Service kiosk hidden bonus
Kiosks have shown us how they can help in hospitality settings:
- The menu looks great on a big screen, and it makes it easier to see the whole selection of food and drink on offer.
- When not being used by a customer the screens become a central point as digital signage, they are in prime positions for interaction and an obvious place to customers. Kiosks are a great opportunity for advertising and offers.
- Allowing customers to order independently frees up staff for other tasks. The process of a customer ordering, to them getting their food/drinks is efficient and accurate.
- Relying on customer devices can be hit and miss; having a self-service kiosk so they can still independently order without a smartphone keeps the process working.
“One added bonus of the kiosk that we had not foreseen was that they would come in to their own at times when our front of house team have been short staffed. There is no way that we would physically have been able to operate with the staff levels we had on some days during this season, if we had not had the self-service order kiosks. It has enabled customers to place their orders, freeing up the duty staff to get on with preparing drinks for guests which reduces the wait time considerably on busy days.”
Sally Grey – Director, Bowgie Inn
Self-service kiosks for an efficient ordering experience.
We would like to thank Sally for taking the time to talk to us about the self-service kiosks installation at the Bowgie Inn and how they have helped customer and staff experiences in the pub.
We look forward to seeing the offerings from self-service kiosks in other sectors, including ticket purchasing at attractions.
Start your kiosk adventure
If you would like some more information about self-service kiosks, including technical specification or a quote, please contact us.
