Multi-site café group
Cutting order errors for a multi-site café group
A custom ordering flow that matched how their staff actually worked - replacing a generic POS workaround that was costing them every service.
- order errors
- −38%
- live in 8 weeks
- 6 sites
- to train new staff
- Days, not weeks
The challenge
A growing café group was running its busiest sites on a generic POS configuration that didn't match the way they took orders. Modifiers were buried, the split-bill flow fought the staff, and new casuals took weeks to get up to speed.
The result was slow service at peak, a steady stream of order errors, and refunds eating into already-thin margins. Their POS vendor's answer was 'that's just how it works'.
Our approach
We spent two full services behind the counter before writing a line of code. Then we built an ordering layer on top of their existing POS - purpose-built screens for their menu, their modifiers and their pace.
The flow was designed for muscle memory: the most common items one tap away, split bills handled the way the team actually does it, and an interface a casual could learn in a single shift. We rolled it out site by site, training as we went.
The outcome
Order errors dropped by more than a third, and the time to onboard a new staff member fell from weeks to days. Peak-hour throughput improved without adding a single register.
We've stayed on to extend it across new sites as the group grows.
Working on something similar?
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