Cadw is the Welsh Government’s historic environment service working for an accessible and well protected historic environment for Wales. To support the organisation’s objectives to improve the customer experience and to grow revenue, ECR were awarded the contract to provide an integrated EPoS, Ticketing, online retail and CRM system that was to be deployed in three phases. The system would be implemented at multiple sites throughout Wales, including 25 historical monuments which welcome over 1.2 million visitors per year.

The solution

The ECR team were delighted to provide the company’s latest software solution and a real world-first: The modular and cloud-based LeisurePoS system. With its unique design, the system is a single client across any number of modules, all accessed via one single back office and one universal login. Cadw have the ability to scale to requirements at any time and to add and manage modules as and when required. This was of particular benefit for the phased implementation approach that was required, as each migration from current systems is planned and executed individually with minimum impact to operations.

Vitally, the company would be able to confidently manage retail, ticketing and online as the transitions were to be carried out, with ECR migrating data seamlessly between systems as part of the managed process.

Cadw also benefit from ECR’s hardware offering which includes the mobile all in one handheld terminals giving full mobility with all functionality of a fixed point till in the HHT.

Implementation

ECR worked with Cadw and their various teams throughout Wales to ensure deployment was carried out both to schedule and within Covid-safe parameters. Phases are scheduled in three key areas of functionality. The initial deployment being EPOS Replacement including catering; Stock Management including supplier management and ordering; Reporting

Phase 2 encompassing Ticketing; Tour Operations and School Bookings

Phase 3 comprising the online webstore; CRM online membership; Surveys; Site bookings and venue hire.

Outcomes

The system has replaced a number of separate software solutions with the single, modular system. Consequently, this has delivered improvements in customer experience as well as increasing efficiencies across the board. The system’s integrated, modular design has improved functionality as well as ease of managing the system as a complete entity, as well as delivering accurate and real time management information. In turn this is leading to greater cost savings and growth in revenue and profitability.