Bo's Coffee

Business case

Bo’s Coffee has long been successful with LS Central for restaurants as their restaurant management system. However, as customer expectations evolved and in-store traffic increased, the company began exploring ways to deliver faster, more seamless service without compromising the hospitality that defines the brand. This led to the launch of their self-service kiosk initiative. The Philippine Women’s University (PWU) branch, located in a vibrant campus hub filled with students, faculty, and visitors, offered the perfect environment to test this new model.

The company set three clear objectives: empower customers to place orders independently, reduce the workload on front-line staff, and enhance overall store efficiency.

Solution

With LS Central for restaurants, Bo’s Coffee didn’t need to worry about separate installations for their self-ordering kiosks as the functionality already connects seamlessly to LS Central.

Key capabilities of the self-service kiosk powered by LS Central include:

• Sending orders from the kiosks straight to the kitchen printers or the kitchen display system (KDS)
• Managing offers, menus, and prices centrally for both kiosks and POS
• Tracking sales and inventory across all channels (online, at POS, at kiosks)
• Customizing the kiosk interface to match the brand
• Showcasing different menus, such as breakfast or lunch, based on time of day

Benefits

Bo’s Coffee has seen clear, measurable improvements since introducing self-service kiosks, with benefits spanning customer experience, operational efficiency, and overall service quality:

• More convenience for customers – “We’ve received a lot of positive feedback,” says Chandler Obispo, IT Manager at Bo’s Coffee. “Customers appreciate the convenience of being able to customize their drinks at their own pace with a user-friendly, intuitive interface. Many love that they don’t feel rushed while placing their orders.” While some guests were initially hesitant to use the kiosks, Bo’s Coffee eased the transition by offering staff support and guidance. Over time, adoption has increased significantly, and the overall response has been overwhelmingly positive.
• Faster order fulfillment – The kiosks handle a large share of the ordering process, reducing queues and relieving pressure on front-line employees. “Staff can now focus more on preparing drinks and building connections with customers, rather than being tied up at the counter,” says Obispo.

• Improved order accuracy – With customers entering their orders directly into the system, the chances of miscommunication or errors have significantly decreased.
• Significant wait time reduction – Since implementing the self-service kiosk, Bo’s Coffee has seen a 30% decrease in average wait times, particularly during busy periods.

Bo’s Coffee offers practical insights for other businesses considering similar technology: “Thoroughly assess your customer base and operations before taking the leap,” says Obispo. “Understand where kiosks will provide the most value, whether it’s reducing wait times, increasing order accuracy, or improving the overall customer experience. And be prepared to invest time in training both staff and customers to ensure a smooth transition.”

By introducing self-service kiosks with the LS Central solution, the company has streamlined its processes, improved order accuracy, and elevated service quality - all while maintaining the warm, personal connection customers expect.