Queens Fish & Chips, a well-loved takeaway chain, found itself at a crossroads during the COVID pandemic. For years, the business had relied on old-fashioned cash registers and walk-in customers, a model that worked well until lock downs and social distancing reshaped customer expectations. Facing a nearly existential threat to their business, Queens felt the need to join the 21st century  more urgently than ever.

With restrictions in place and customers seeking safer, more convenient ways to order, Queens recognized that offering online ordering was going to be their lifeline. But what started as a way to protect their business became a broader move toward modern systems and digital workflows.

The team at Queens turned to Everything EPOS to help them not only outfit their seven locations with new EPOS systems, but to be a partner in their digital transformation.

Deploying a Smart System to Serve Chips

To support Queens Fish & Chips’ goal to modernise operations, Everything EPOS implemented ICR EPOS tills across every restaurant, paired with an integrated online ordering platform for pickup and delivery. We equipped each site with tills and card readers, giving staff a consistent, reliable system while allowing flexibility at the local level.

Everything EPOS also developed a single mobile app to serve the entire chain, but with the essential ability for each restaurant to set its own menu and prices. This was important to Queens, where takeaways in different areas often have different pricing and menus to reflect local demand.

This allowed Queens to manage each location independently, allowing for variations.

• Specialty items, such as battered chips, could be scheduled for specific days, times, or locations.
• Pickup and delivery options could be switched on or off depending on staff capacity or demand.
• Gluten-free offerings were managed in the same way, ensuring they were only available when kitchens were prepared to deliver them.

By handling these differences within one system, Queens Fish & Chips maintained its flexibility to run local promotions, manage capacity, and tailor menus without losing consistency across the brand.

Finally, the online ordering solution ensured that Queens paid fixed monthly fees instead of percentages, like Uber and other third party services. This model provided Queens with far more predictable costs and greater control over margins.

Catching the Digital Wave

With the new EPOS tills and online ordering platform in place, Queens Fish & Chips has been able to establish and maintain a strong digital presence. The chain now processes a substantial volume of online orders across its locations, ensuring customers can easily access pickup and delivery options.

This shift has not only safeguarded business continuity during the pandemic but also positioned Queens Fish & Chips to compete more effectively in an economy where convenience and flexibility are essential. By managing pricing, menus, and availability at the local level, each restaurant can serve its community on its own terms while benefiting from the consistency of a unified system.