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Newcastle Castle improves efficiency with ICRTouch

November 3, 2026
After an extensive multi-million-pound funded project, Newcastle Castle made a grand re-opening to the public in 2015 as a heritage visitor attraction. Since then it’s established itself once again as part of the lifeblood of the City; the historic site welcomes over 33,000 visitors a year into its walls to explore ancient passageways, chambers and over 2000 years of stories and history of the Castle’s inhabitants – it’s no wonder it is the namesake of the city of Newcastle.

However, their day-to-day operations were hindered by disjointed EPoS solutions, which led to them getting in touch with their local Authorised ICRTouch Partner, Octo-POS.
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The brief - Reconciling solutions into a singular ecosystem to boost operational efficiency

Newcastle Castle was operating with EPoS from one supplier and ticketing from another which presented a multitude of difficulties. Two platforms, two logins, two sets of reports, and no shared data between them made consolidating operations complex. Building a picture of how the site was actually performing meant manually stitching numbers together.

Their online-only EPoS supplier then withdrew the payment integration, leaving the team with a choice between accepting the supplier’s own payment rates or absorbing additional charges for using a provider of their choosing. Neither option worked for a heritage attraction watching every margin.

On top of that, Gift Aid was being captured and reconciled by hand – a manual donation schedule that ate staff time and introduced risk into a process HMRC expects to be watertight.

The solution - All-in-one EPoS to manage every facet of the attraction

After reaching out to Octo-POS, the Newcastle Castle team saw that a single ICRTouch ecosystem could replace both platforms and remove the friction entirely. Subsequently, the following solutions were installed:

  • TouchPoint tills

  • TouchOffice Web back-office management system

  • ByTable self-ordering platform

  • TouchStock inventory management system

  • SelfService kiosks

  • Ticketing

    • The result - Robust and consolidated EPoS ecosystem

    Newcastle Castle now benefits from a singular integrated ecosystem, with data oversight now spanning the entire business; from admissions all the way through to the gift shop. Alongside this, time-consuming manual operations like processing Gift Aid have been completely streamlined. Rather than an end-of-week task, the Gift Aid declarations are captured on the till at the moment of sale, creating a clean and auditable record.

    Integrated Ticketing plays an essential role in the customer journey, handling the purchase and possession of entry and event tickets within the ByTable platform. Combined alongside the increased speed and accuracy of service with the TouchPoint tills and SelfService kiosks, the ICRTouch ecosystem handles the high footfall of visitors with ease, ensuring a positive experience at every step of the customer journey.

    The Newcastle Castle management team can seamlessly drill down into specific data across all operations and make changes to tickets, menus, prices, and everything else in between via TouchOffice Web.
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