At Westmorland, motorway service areas are designed around freshly prepared food, locally sourced produce and a more distinctive customer experience. Across sites including Tebay, Gloucester and Cairn Lodge, the family business operates its own Farmshops, Kitchens and quick-service food offers rather than franchises.
As the business expanded, its existing technology could no longer support the pace, variety and scale of operations. Westmorland needed a flexible hospitality platform that could improve reporting, connect key systems and help teams serve high volumes of customers quickly.
Client:
Westmorland
Industry:
Fast Food
Scale:
Multi-site estate including Tebay, Gloucester and Cairn Lodge
Challenge:
Outdated systems and slow service at peak times
The Challenge
Westmorland manages multiple food-and-beverage formats, from sit-down dining and takeaway kitchens to farm shops. The business needed technology that could adapt to different service requirements while giving management a clearer, estate-wide view of performance.
Live reporting was particularly important, alongside integrations for stock control, payments, loyalty and order-and-pay services. The team also wanted a quick-service setup that could handle sudden surges in demand, such as several coaches arriving at once, without compromising customer service.
“We are ever-growing so we needed to embrace new technology and new partnerships. We had issues with our previous system: it was outdated and couldn’t be updated for our current and future ways of operating.”
Jon Lees, Head of Technology, Westmorland Ltd
The Solution
Westmorland began its Tevalis rollout at Gloucester Services, installing four EPOS touchscreen terminals, four bespoke self-service kiosks and four kitchen management systems. Orders from both kiosks and tills flow into the kitchen system, enabling teams to prepare food and drinks before presenting completed orders on collection screens.
The installation also connects Tevalis Business Analytics with Saffron for stock control, Paymentsense for payments, Mr Yum for order-and-pay services, and Como for loyalty.
The connected platform enables:
“All orders, whether done on the till or at the kiosk, are processed, payments are made, and then the information is passed through a kitchen management system.”
Jon Lees
The Result
Faster service when demand peaks
Self-service kiosks give customers another way to order while counter service remains available. This helps Westmorland handle high-footfall periods more efficiently, reduce queues and maintain the speed of service that motorway customers expect.
Better operational insight in real time
Business Analytics allows the management team to see current sales as they happen, examine ordering patterns and compare channel performance between kiosks and tills. This gives Westmorland more useful information for monitoring operations and planning improvements.
Connected systems with fewer manual processes
Integrated stock control and payment systems reduce operational friction across the service journey. Kitchen management screens also provide teams with clearer digital order information, helping minimise potential errors associated with paper tickets.
A foundation for continued growth
The Gloucester implementation provides an adaptable technology model for wider rollout across the group. Westmorland now has a connected ecosystem designed to support its evolving service offer, maximise revenue opportunities and maintain a strong customer experience as the estate develops.
“The key thing was how the kiosks integrated seamlessly with the tills on the kitchen management system, making the offer seamless.”
Jon Lees
Bring systems together with reliable technology that gives teams greater control, clearer insight and the confidence to deliver a seamless experience, every time.
If your hospitality operation is managing disconnected systems, manual reporting or seasonal pressure, our team can help you find a solution built around the way your business works.
