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National Museums Liverpool logo

National Museums Liverpool implements ICRTouch ecosystem

July 21, 2025
National Museums Liverpool (NML) is a group of museums and galleries based around Liverpool, consisting of 7 institutions, all of which offer a wide range of collections including art, history, science and maritime heritage.

In order to completely streamline the management of all sites and provide a seamless customer experience, NML reached out to an Authorised ICRTouch Gold Partner, Gardiff EPOS, for a range of intuitive solutions.
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The brief - The importance of seamless event service

Alongside NML’s ticketed services, the different venues generate a considerable amount of revenue from their hospitality areas and bespoke event spaces, which are available for hire and host various events throughout the year.

NML strives to provide an excellent customer experience however, seamless multi-venue operations can be challenging to manage without the right systems in place. The renowned museum chain was seeking a solution to enrich customer engagement, drive loyalty and boost revenue across their various catering and event departments.

In order to find a solution from a reliable EPoS provider, they reached out to our Authorised Gold ICRTouch Partner, Gardiff EPOS, for a range of intuitive systems to meet their needs.

“We’ve intensified our efforts towards achieving superior customer service, attaining greater customer insights, improving back-office efficiencies and importantly, refreshing and joining up systems and services across the business.” – Gardiff EPOS

The solution - EPoS to handle busy hospitality and events areas

To streamline the operations of NML’s catering and event departments across multiple sites including World Museum, Walker Art Gallery, Lady Lever, Museum of Liverpool, Maritime Museum, Studley Tea, and a catering events solution which can be moved to various external locations as required, the following solutions were implemented:

  • TouchPoint till terminals

  • TouchPoint lite portable solution

  • TouchOffice Web back office management

  • PocketTouch digital order taking

    • All sites use TouchPoint with integrated Dojo card terminals for seamless payment processing which has significantly streamlined the order and payment taking process.

    The implementation of TouchPoint lite was also welcomed by the Museums in order to queue bust effectively in smaller units such as food trucks and ice cream outlets around the venues.

    For the purpose of easy reporting, specific departments were created using the customer accounts functionality to facilitate reporting across all sites, giving NML detailed insight into the entire estate.

    The result - Streamlined and reliable service across multiple venues

    NML now benefits from a robust and reliable suite of ICRTouch solutions that completely streamline the customer journey across all their sites. Seamless order taking with TouchPoint and PocketTouch has significantly accelerated service within all hospitality and events areas, thanks to seamless ordering processes.

    The almighty TouchOffice Web provides the management team with comprehensive reporting to analyse performance across each of their sites and make informed decisions based on the available data.

    TouchPoint lite has been an effective tool during external catering events, giving NML the flexibility to use the solution in addition to or in place of TouchPoint, which has completely streamlined event service.

    The transition to ICRTouch was seamless, thanks to the attentiveness of the Gardiff EPOS team, who supported team members every step of the way during launch, even completing a full install within 24 hours.  

    “Thanks to the Gardiff EPOS team for making the transition so smooth. It’s great to be working with you!” - National Museums Liverpool

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