From Disconnected Systems to One Integrated Platform
How R2R transformed a hospitality venue's fragmented digital infrastructure into a single, managed ecosystem -- funded entirely by the savings found in their existing spend.
A well-established hospitality venue came to R2R frustrated with rising costs, unreliable systems, and the growing complexity of managing multiple technology suppliers. What they thought was a modern setup was actually a patchwork of legacy contracts, overlapping services, and missed opportunities. R2R conducted a full review and uncovered a path to complete transformation -- without increasing the venue's monthly outgoings.
The Situation
The venue had grown organically over several years, adding new technology as needs arose but never taking a holistic view of their digital infrastructure. They had separate suppliers for broadband, phone lines, card processing, EPOS, and booking systems -- each on different contract terms with different renewal dates.
Monthly costs had crept up steadily, with no single person having a clear picture of total digital spend. The systems did not talk to each other, creating manual workarounds and data silos. Staff were frustrated with slow systems, dropped connections, and the inability to get a single answer from any one supplier when things went wrong.
The final straw came when a broadband outage during a busy Saturday service took down their card machines, EPOS, and booking system simultaneously -- costing them an estimated afternoon of disrupted trade and customer complaints.
What We Found
Connectivity
- Consumer-grade broadband on a business-critical site with no failover
- No network segmentation -- guest Wi-Fi, payments, EPOS, and CCTV all sharing the same flat network
- ISP-provided router with no firewall capability beyond basic NAT
- No static IP, making remote management impossible
Payment Processing
- Legacy merchant services contract with transaction rates 40% above market
- Non-PCI compliant network configuration putting the venue at risk
- Monthly non-compliance fee being charged due to incomplete SAQ
- Card terminals on an expired lease still being billed monthly
EPOS System
- Outdated EPOS software with no cloud backup running on ageing hardware
- No integration between EPOS and accounting software, requiring manual daily reconciliation
- Menu and price changes requiring expensive engineer visits
- No real-time reporting capability for the owner
Bookings & Telephony
- Traditional analogue phone lines with no call routing or voicemail
- Missed reservation calls during busy service periods -- estimated 15-20 missed calls per week
- No online booking integration with EPOS or phone system
- PSTN lines due for switch-off with no migration plan in place
What R2R Delivered
Dedicated Fibre with 4G Failover
- Installed dedicated fibre broadband (FTTP) with guaranteed speeds and SLA
- Deployed 4G failover router for automatic backup connectivity
- Configured load balancing to use both connections during normal operation
- Assigned static IP for remote management and CCTV access
Complete Network Rebuild
- Installed business-grade firewall with UTM security features
- Created separate VLANs for payments, EPOS, CCTV, staff, and guest Wi-Fi
- Deployed managed switches and enterprise Wi-Fi access points
- Achieved PCI DSS network compliance, eliminating non-compliance fees
Cloud EPOS Upgrade
- Migrated to cloud-based EPOS with real-time reporting and remote access
- Integrated EPOS with accounting software for automatic reconciliation
- Enabled menu management from any device, eliminating engineer visit costs
- Deployed new touchscreen terminals with improved staff UX
VoIP & Booking Integration
- Replaced analogue lines with hosted VoIP telephony
- Configured IVR (Interactive Voice Response) for intelligent call routing
- Implemented out-of-hours messaging with SMS notification to manager
- Integrated online booking system with EPOS for unified reservation management
Card Processing Savings
- Renegotiated merchant services, reducing transaction fees by 38%
- Replaced expired lease terminals with modern contactless devices
- Completed PCI DSS Self-Assessment Questionnaire, removing monthly non-compliance charge
- Integrated payment processing with new cloud EPOS for automated reconciliation
Financial Structure
The total monthly cost of the new infrastructure was structured into a 36-month managed service agreement. Critically, this monthly cost was equal to or less than the savings identified during the review -- meaning the venue's digital transformation was entirely self-funding.
Savings came from: reduced card processing fees, eliminated non-compliance charges, removed legacy phone line rentals, terminated overlapping broadband contracts, and ended expensive EPOS maintenance agreements.
The venue now has a single monthly invoice covering all digital infrastructure, a single point of contact for support, and a technology stack that works as one integrated system rather than a collection of disconnected parts.
The Result
The venue went from a fragmented, unreliable digital setup costing more than it should to a fully integrated, professionally managed infrastructure -- without spending a single pound more per month than they were already paying.
Staff report faster, more reliable systems. The owner has real-time visibility of sales, bookings, and operations from their phone. Missed calls have dropped by over 80% thanks to intelligent call routing. Card processing savings alone exceeded two thousand pounds in the first year.
R2R now manages the entire digital estate on an ongoing basis, with annual reviews to identify further optimisation opportunities and plan the next phase of evolution.