Technology focus: The epoch for EPoS

EPoS systems have evolved from their payment processing beginnings to offer multiple ways to support businesses.

With the never-ending tide of challenges washing up on hospitality’s shores, software solutions that promise to boost efficiencies and profits are welcomed. But with so many options on the market, how do you select the right one for your hospitality business?  

The hospitality industry has been on a rough ride over the last few years, and as we move through 2025 it will have to hold the reins tighter still to stay on the saddle. Energy and produce costs are on the rise, and don’t forget the collective annual tax bill increase of £3.4 billion that UKHospitality estimates will be delivered by the government’s changes to employers’ National Insurance Contributions (NICs) this April.

To mitigate the impact of these price hikes, continue to attract customers, and stay in business, restaurant owners and operators will need to work extra hard to boost efficiency and improve profitability.

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new technology key for restaurants

Technology is one area that 85% of restaurant leaders are considering investing in to help achieve both aims, according to the Future of Commerce Report, released by Square last month. The survey of thousands of business owners revealed that they believe AI or automation could help out in areas such as inventory management, menu optimisation and payments this year and beyond.

If you are one of the 85% mulling over the best tech to install to support your business, then EPoS should be your first consideration.  Originally introduced as a smarter way to process payments, the EPoS system is now much more sophisticated, says Liam Crooks, EMEA MD at Lightspeed.

Useful features you’ll find offered by EPoS systems today include touch screen ordering, inventory management (allowing you to monitor stock levels), enhanced reporting features and swift bill processing. Some systems will integrate other features or link to other software, such as reservations systems, table management and staff scheduling, making them a worthwhile investment if you want to streamline your operations and help improve the customer experience.

But one of the ‘key advancements’ of EPoS is the fact these systems can collect data and insights, says Liam.

“Having access to sales trends, customers preferences, and staff performance helps businesses make smarter, more profitable decisions,” he adds.

have support at hand

Jonathan Grant, director technical sales, Zonal agrees, adding that investing in updated systems is ‘crucial’ to help survive the current trading environment.

“By embracing these innovations, operators can create a more efficient, customer-centric environment that improves service speed, operational efficiency, and overall profitability, key factors for thriving in the current economic climate.”

For Matt Gillet, head of UK Business at Square, the major benefit of an upgraded EPoS to a restaurant, is its ability to help streamline operations, especially if – as does Square – link to other software.

Rosie Bell, associate creative director at Kitten, in Manchester, agrees. The Japanese izakaya and cocktail bar installed Square’s EPoS when it opened in 2022. Rosie says EPoS not only made payments smoother, but its ability to integrate with other systems, such as OpenTable, has also aided its customer experience. Aspects such as the real-time inventory have also made a big difference to her team, she adds. 

“One of my favourite things about Square is that you can do the product count. So, if a chef comes up to me mid-service and says, ‘Hey, I’ve got six Wagyu steaks left’, I can just go and put that on the till and it counts down as they’re sold. It just makes it so much smoother because if there’s a staff member that’s stuck at a table talking to a customer and I can’t get to them to tell them that we’re running low on something, the next time they go to the till they see it anyway”.

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which system is best?

The benefits of an EPoS system are clear but if you’re looking to introduce EPoS to your business, or update your current system, how do you choose the right one?

“Restaurant owners should assess whether the POS system aligns with their establishment’s specific requirements and make sure that it can seamlessly integrate with existing tools you use, much as reservation platforms,” says Matt at Square.

Lightspeed’s Liam suggests that operators assess the specific demands of their business and then seek a system that can help them manage these pressures. Modern EPoS may have all the bells and whistles attached, but you may not need them all.

“For example, coffee shops or small restaurants may require a simple, user-friendly system with quick transaction capabilities and basic inventory management, while larger restaurants or chains may need more advanced features such as multi-location support, detailed reporting, and integrations with reservation and loyalty programs.”

key advice

To help with your selection, these are the key factors EPoS companies suggest operators should consider:

Customisation and flexibility: “Choose a system that can be tailored to your unique workflows, including menu configurations, screen layouts, and floor plans. This ensures the EPoS adapts to your restaurant's specific operations rather than forcing you to adjust to rigid software constraints,” Liam, Lightspeed.

Features: If you want your EPoS to do more than process payments, “look for one that offers a wide range of integrated functionalities, such as inventory management, customer relationship management (CRM), analytics, and multi-channel sales capabilities,” Liam, Lightspeed.

Support and updates:  Technology is great. Until it doesn’t work. If you don’t have IT support in-house you’ll want a system with support on-hand and that can be updated when needed.

“It’s crucial to have reliable support to ensure your system runs smoothly,” Jonathan, Zonal.

“Regular software updates, security patches and reliable customer support are essential to keep things running without a hitch,” Liam, Lightspeed.

Assess the ROI: If you already have EPoS, it’s a good idea to review it periodically to ensure it still meets your business’s needs. “Review your business’s operational requirements and customer expectations and determine if your current system’s features align with these. For example, do you find that service isn’t as streamlined because of clunky, unreliable tools. Look at the return on investment by comparing the system’s costs against the benefits it provides in terms of efficiency and revenue generation,” Matt, Square.

Scalability: “Owners will need a solution that can scale with business growth. Whether you plan to open additional locations or handle higher transaction volumes, the system should be capable of managing these changes smoothly,” Jonathan, Zonal.

(Written by Emma Eversham)