As one of the world’s fastest-growing bubble-tea brands, Gong cha found its existing point-of-sale (POS) system couldn't keep pace with their continuous growth. With limited functionality hampering both operational efficiency and member engagement, Gong cha embarked on a thorough review process. Redcat's Hospitality IT platform emerged as the clear winner, offering the scalability and functionality needed to fuel their ongoing growth.
When Gong cha Australia converted their point of sale to run on the Redcat platform, they were impressed not only with the functionality it gave them, but also by the fast implementation time – with Redcat converting all POS terminals and self-service kiosks in just 8 days.
Gong cha Australia has ambitions to continue their growth, but their point-of-sale system was holding them back, limiting their efficiency and not providing the customer experience they really wanted to deliver. They decided a change was in order, and selected Redcat’s Hospitality IT platform.
Redcat is Australia’s leading hospitality IT platform provider – offering innovative, smart, flexible point of sale, loyalty, iOS & Android Apps, online ordering and delivery, kitchen management and virtual brands. Gong cha knew that the Redcat solution would scale with their business, streamlining in-store, online and kiosk ordering, and offering their thousands of loyal members a great experience.
With a project on this scale, Gong cha knew that it would be a challenge moving their all POS terminals and self-service kiosks to Redcat, converting all stores to the new system in a timely manner.
Redcat’s Project Management team rose to the challenge, emphasising the importance of meticulous planning and detailed project management. The team assured Gong cha that a smooth and swift transition was achievable and delivered on their promise through a successful eight-day conversion.
The key factors in achieving this amazing result were:
- Re-using the existing Gong cha hardware, extending its life, and saving significant additional expense
- Clear and consistent communication was maintained throughout the project
- Trouble-shooting unexpected hurdles
- Carrying out pre-work and identification of risks and issues well in advance of the conversion.
- Excellent co-ordination between all the ‘moving parts’
- A 15-strong highly skilled Redcat project team.
The project rollout methodology followed four key steps:
- Pre-work – the Redcat team carried out site audits and physical hardware reviews before starting the conversion, to ensure a ‘no-surprises’ rollout.
- Pre-installation of Redcat software onto the hardware before starting the conversion.
- Carrying out staff training and upskilling HQ and store teams before the conversions started.
- Store conversions – replace old point of sale system software with the Redcat Hospitality IT Platform in every store quickly and efficiently.
The efficiency of Redcat’s methodology, and the pre-work being in place meant that the final step of the conversions took an average of 30 minutes per store – eight days in total.
As a result of converting to Redcat, Gong cha now has:
- A Hospitality IT Platform that offers increased efficiency and will scale as the business continues to grow.
- New iOS & Android loyalty apps, designed to engage their customers, increase sales, and help to build a community.
- Omnichannel loyalty, giving members the same experience and same program, whether they engage online or instore.
- Agility to respond to customer demands, helping them to remain ahead of their competition.
- A highly functional integrated technology stack with ongoing advancements.
The project has been a win-win for Gong cha and Redcat. Gong cha were delighted with the rollout and are excited by the growth potential it unlocks, and the new ways they will be able to engage with customers. As for Redcat, as project manager Mark Kinnane says: ‘We’ve achieved a record rollout and have shown that conversions do not need to be time-consuming and painful. We look forward to converting more businesses to the Redcat platform.’
