itsu

itsu’s Explosive Growth, Fueled by WRS: A POS Rollout for Record-Breaking Success.

Overview

Asian-inspired fast-food outlet itsu launched its ambitious Digital Transformation Programme and, after extensive discussions, appointed WRS to upgrade and improve its point-of-sale systems. With a shared focus on simplicity, speed, and customer experience, the partnership has helped fuel itsu’s record-breaking growth and award-winning innovation.

The challenge

WRS was appointed to enhance the customer experience by enabling customers to buy food in itsu restaurants more easily and simply than ever before. The core challenge was to provide a seamless, rapid, and intuitive ordering process that would support itsu's high-volume operations and ambitious growth targets, all while integrating new digital channels with existing in-store systems.

Our solution

More than 800 POS solutions have been successfully installed across itsu sites in the UK, including self-service kiosks, app integration, and back-of-house systems. The initial installation project was completed in under 12 months, with full ongoing support and development from the WRS team. The new systems were designed to streamline the customer journey from ordering to payment and fulfillment, with a focus on ease of use and speed. This included connecting the kiosks and ordering app directly to the kitchen via a new Kitchen Display System (KDS) to ensure orders were prepared accurately and efficiently.

Resulting impact

The new WRS systems have been instrumental in supporting itsu's rapid expansion plans, including the opening of multiple new sites in 2024 and 2025. The user-friendly interface and faster service have led to a remarkable 44% increase in transactions during Q4/24, contributing to itsu serving over 11.2 million customers. By simplifying the ordering process, the partnership has not only improved customer satisfaction but also enabled the operational efficiency required to achieve a record-breaking £176M in group sales in 2024. The successful rollout also contributed to itsu winning the Best Omnichannel Brand Award at the MCA Awards.

Client Feedback

“itsu and WRS worked to a very tight and specific kiosk brief – the simplest and easiest way to buy our beautiful food.

“This brief ran front of house (kiosk) to the back of house (kitchen). Every touchpoint was examined for ease, simplicity and speed – and we all worked incredibly agile, as one team.

“We took a long-term view, invested in a partnership, and completed the whole installation project in under 12 months.”

Neil Miller, Chief Customer Officer
Best Omnichannel Brand Award Winner at the MCA Awards

How We Helped

Back Office POS Software

Manage stock, pricing, reporting, and more with Stockade: the cloud-based POS software built to simplify your hospitality back office.

POS Data and Analytics

Make smarter decisions with live POS data and reporting. Track sales, staff, and performance across your venues with real-time analytics.

Cash Office Software

A powerful back-office cash control module that helps you count drawers, manage banking, track discrepancies and streamline your daily reconciliation.

Kitchen Display Systems

Replace paper tickets with a real-time kitchen display. Improve order accuracy, reduce prep errors, and streamline kitchen operations with WRS KDS.

Loyalty System

Reward your regulars and boost repeat visits with a fully integrated POS loyalty system that works across tills, kiosks, and mobile orders.

Hospitality Payment Solutions

Fast, secure, and flexible payment solutions that integrate seamlessly with your POS. Choose the provider that works best for your business.

Self-Service Kiosks

Give your customers a faster, easier way to order. Our self-service kiosks are built for busy environments, with smart upselling, flexible layouts, and real-time menu updates.

Stock Control

Track stock in real time, reduce waste, and automate ordering with WRS inventory management – fully integrated with your POS system.

Till Systems

Durable, high-performance till systems with touchscreen control and flexible layouts. Ideal for busy venues that need reliable, integrated POS solutions.

Click, Collect and Delivery

Connect your POS to trusted delivery and collection platforms. Orders sync in real time for easier preparation, faster fulfilment, and better visibility.

Costa Coffee

Costa is the largest coffee shop chain in the UK, with hundreds of stores across the country. WRS supplied their Point of Sale Systems.

DUNKIN’

Originating in America, and now in the UK, DUNKIN’ is known for its coffee and tasty doughnuts and sandwiches.

Away Resorts

Away Resorts is a UK holiday park operator, with over 20 parks across the country. We supported them with a variety of POS solutions.