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Wetherby Whaler streamlines customer journey with ICRTouch

July 9, 2025
Founded in 1969 by Janine and Phillip Murphy, the Wetherby Whaler is a renowned fish and chips restaurant group with sites dotted across Yorkshire. Although starting as a small family-owned business, the Wetherby Whaler now operates 8 branches across Yorkshire, with around 245 employees, serving an impressive 750,000 portions of haddock every year.

During a rolling refurbishment program, Wetherby Whaler decided to explore ways of improving customer experience in their takeaways, and therefore reached out to a local Authorised ICRTouch Partner, Venture EPoS, to supply a range of intuitive solutions.
Wetherby Whaler takeaway from outside

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Kiosks and digital signage in Wetherby Whaler

The brief - streamlining the customer journey

The Wetherby Whaler has been utilising the ICRTouch ecosystem for a while now, allowing the business to manage high footfall periods and multiple orders efficiently with robust and reliable solutions. However, in order to unlock the business’s full potential and take operational efficiency to the next level, the Wetherby Whaler was seeking to further enhance their existing systems.

Luckily for them, the ICRTouch ecosystem integrates seamlessly, which means that extending their existing solution could be achieved effortlessly, with minimal, if any, disruptions to service.

Due to the high footfall that the takeaway and restaurants experience across all locations, queue busting had been a particularly important element of enhancing efficiency and improving customer experience. It was also important that communication between front and back-of-house teams was as streamlined as possible. The Venture EPoS team carefully listened to the needs of the Wetherby Whaler and suggested a range of solutions to meet their needs.

The solution - seamless order management and diverse ordering channels

In order to meet customer needs, Venture EPoS implemented the following solutions across various sites:

  • 29 x TouchPoint terminals across 8 sites

  • TouchOffice Web back-office management

  • TouchTakeaway online webshops for remote ordering

    • Across two recently refurbished sites, the Venture EPoS team have also installed:

  • 4 x SelfService kiosks

  • 4 x TouchKitchen order management screens

  • 3 x CollectionPoint screens

  • 8 x TouchMenu screens

    • Venture EPoS carried out the process quickly and efficiently across multiple sites with minimal disruption to service, providing excellent support during and after the installation.

    The additional solutions provide the Wetherby Whaler management team with more comprehensive tools and more streamlined operational processes, particularly with regards to rolling out changes across multiple sites.

    The result - quicker service as a result of reduced queues and efficient order management

    The introduction of SelfService kiosks has been a great success, reducing queues in the takeaways and also increasing average transaction values thanks to the robust upselling feature. The use of TouchKitchen and CollectionPoint has also improved internal communications between teams, resulting in more streamlined service.

    TouchOffice Web has given the management team greater insight into operations, also making it possible to quickly and efficiently implement various price changes across every site in real-time.

    The Wetherby Whaler also now has an even more comprehensive EPoS ecosystem from ICRTouch, allowing them to improve customer experience, drive higher basket values and rollout changes across multiple sites from one convenient, easy to access back-office management system.

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