A Message from Lord Pickles and Lord Blunkett, followed by TISSL's best practice article

The ability to listen and learn from one another has always been vital in parliament, in business and in most aspects of daily life. But at this particular moment in time, as national and global events continue to reiterate, it is uncommonly crucial that we forge new channels of communication and reinforce existing ones. The following article from TISSL is an attempt to do just that. We would welcome your thoughts on this or any other Parliamentary Review article.

Blunkett signature Rt Hon The Lord David Blunkett
Pickles signature Rt Hon The Lord Eric Pickles


Kevin Coetzee, founder and
TISSL head office
At the turn of the century, information technology (IT)
suppliers had made a lot of money upgrading computer
systems off the back of Y2K fearmongering. This led to
widespread mistrust, especially within the hospitality industry, who
believed they had been forced into costly and unnecessary upgrades.
In 2003, I started TISSL Limited after having worked for 16 years in an IT company
supplying EPoS (electronic point of sale) solutions to pubs, clubs and restaurants.
Irealised that the industry needed to modernise and get its act together, to provide
solutions suitable for the environments in which they are being used and to make
available outstanding customer service.
IT had become an essential part of everyday life and yet the hospitality industry
lagged behind other sectors, finding it hard to embrace the benefits that tech can
yield. Even today, EPoS is seen as a necessary evil. It is perceived to be expensive,
unreliable and slow, and the vendors are seen as providing poor after-sales support.
Yet these same restaurateurs love the latest gadget and accept that, occasionally,
they may have poor signal during calls or that the internet is not reliable when
sitting down in a coffee shop. EPoS solutions are essential to hospitality and cannot
fail in this manner. It is the engine that powers the most successful businesses. It
also needs to withstand the harsh hospitality environment, which involves liquid
spillage, alcohol and the excessive heat of a busy kitchen.
Streamline business
So why is it so essential to have the perfect, most reliable EPoS solution for your
establishment? Because it is the tool that will help improve your efficiency and your
»Founder and owner:
Kevin Coetzee
»Established in 2003
»Based in Milton Keynes
»Services: EPoS solutions for
hospitality and retail
»No. of employees: Around 50
»Serves clients across the globe
Highlighting best practice
24 | TISSL
customer journey. It ensures orders
are captured correctly, delivered to the
kitchens immediately and presented
to the customer in an aesthetically
pleasing, prepared and concise
manner. Then, when the meal is over,
the customer can pay quickly and
easily before moving on, content with
their restaurant experience.
But it shouldn’t just stop there. By
capturing customer details, you
can check if they enjoyed their
experience at the restaurant. They
can be made VIPs by inviting them
back with promotions and rewarding
With the emergence of cloud hosting,
it was only natural that EPoS began
to utilise this powerful tool. Business
intelligence (BI) data, powered by their
EPoS engines, is thrown up into the
cloud, meaning that valuable data
insights on products, locations and
staff can be accessed from anywhere
at any time.
Dining experience and EPoS
The upcoming generation of diners like
to photograph every aspect of their
lives and share these images across
social media – dining is no exception,
as the emergence of Instagram pages
dedicated to restaurant criticism and
de rigueur images of food on social
media platforms such as Twitter and
Facebook would suggest. They need
to be in control of their experience
and welcome the opportunity to know
more about the source ingredients
and other small details such as
recommendations on beverages, etc.
Ideally, they would access all this
information from their smartphones.
Today, smart EPoS solutions can satisfy
most restaurateurs’ and their diners’
needs. However, the perfect solution
will need to be continuallyevolving.
EPoS solutions must help engage
diners before they even get to the
restaurant, and involve them in how
and when they will want to dine.
The perfect EPoS solution will make
every diner a VIP and grow the brand
of a restaurant and the loyalty of its
customer base.
EPoS evolution
I have watched over the years as
the humble mobile phone – which
started its existence as a clunky,
expensive device – transformed into
a sophisticated handheld computer,
powerful enough to allow countless
other primary tasks and still be used as
a mobile phone.
This transformation has been
embraced by the new generation of
users, who demand that they are able
to utilise their smartphone or tablet
within hospitality. TISSL has been
developing our next generation of
software taking into account this shift
in consumer demand. We understand
that our solution must engage with
not only the restaurant clientele but its
employees, making for a harmonious
customer journey.
Changing TISSL
In order for TISSL to stay competitive,
I have had to change my own
beliefs on what a company of this
nature should feel and sound like.
TISSL handheld point
of sale
EPoS solutions
must help
engage diners
before they
even get to the
We have restructured the company
from a service-led environment to
sales-led. I have had to reshuffle the
senior positions to strengthen the
management team.
It’s important that we continue to
innovate to prevent the stagnation
previously seen in the industry.
In order to keep up with changes
in technology and consumer-led
IT products, I have had to contend
with the drop in our sales margins.
Employment costs have increased
with new members of staff joining us
and changes to pensions. The cost of
hardware and software development
has also increased, while selling prices
have dropped.
We reach out to our potential
customers online, engaging them at
every turn. We don’t just tell them
that TISSL is the best EPoS solution,
but inform them of the industry, the
pros and cons of choosing a solution
– a fundamental move in being a
thought leader. By the time it comes
to decide who to go with, clients are
informed and empowered to make
the right choice for them. Given the
hospitality industry’s slow uptake on
new technology, we cannot deny the
power of a traditional sales team.
Combining traditional and modern
approaches has been the cornerstone
of our success.
Our software has to be user-friendly,
intuitive, reliable and simple, but
comprehensive and, above all,
competitively priced. Our software
is not hardware dependent and will
operate across various platforms.
Looking towards the future, I know
that TISSL must take our own advice
and also innovate. The development of
new features and modules continues
to grow, and we are now ready to
move forward with groundbreaking
new solutions and services.
2018 is an exciting year for us with
the relaunch of a new, intuitive,
forward-thinking company and culture.
We cannot hold our rightful place
as an industry voice without setting
the example. With our new outlook,
diverse team and catalogue of new
modern products, the margin of our
successes will continue to develop
on a company-wide scale hitherto
It’s important
that we
continue to
innovate to
prevent the
seen in the
TISSL business analytics


This article was sponsored by TISSL. The Parliamentary Review is wholly funded by the representatives who write for it. The publication in which this article originally appeared contained the following foreword from Rt Hon Kwasi Kwarteng.

Rt Hon Kwasi Kwarteng's Foreword For The Parliamentary Review

By Rt Hon Kwasi Kwarteng

This year’s Parliamentary Review reflects on a tumultuous and extraordinary year, globally and nationally. As well as being an MP, I am a keen student of history, and I am conscious that 2020 would mark the end of an era. It will be remembered as the year in which we concluded Brexit negotiations and finally left the European Union. Above all, it will be remembered as the year of Covid-19.

In our fight against the pandemic, I am delighted that our vaccination programme is beginning to turn the tide – and I pay tribute to the British businesses, scientists and all those who have helped us to achieve this. But the virus has dealt enormous damage, and we now have a duty to rebuild our economy.

We must ensure that businesses are protected. We have made more than £350 billion available to that end, with grants, business rates relief and our furlough scheme supporting more than 11 million people and jobs in every corner of the country, maintaining livelihoods while easing the pressure on employers. The next step is to work with business to build back better and greener, putting the net zero carbon challenge at the heart of our recovery. This is a complex undertaking, but one which I hope will be recognised as a once in a lifetime opportunity.

Through the prime minister’s ten point plan for a green industrial revolution, we can level up every region of the UK, supporting 250,000 green jobs while we accelerate our progress towards net zero carbon emissions.

With our commitment to raise R&D spending to 2.4% of GDP and the creation of the Advanced Research & Invention Agency, we are empowering our fantastic researchers to take on groundbreaking research, delivering funding with flexibility and speed. With this approach, innovators will be able to work with our traditional industrial heartlands to explore new technologies, and design and manufacture the products on which the future will be built – ready for export around the globe.

And I believe trade will flourish. We are a leading nation in the fight against climate change. As the host of COP26 this year, we have an incredible opportunity to market our low-carbon products and expertise. Our departure from the EU gives us the chance to be a champion of truly global free trade; we have already signed trade deals with more than 60 countries around the world.

As we turn the page and leave 2020 behind, I am excited about the new chapter which Britain is now writing for itself, and for the opportunities which lie ahead of us.
Rt Hon Kwasi Kwarteng
Secretary of State for Business, Energy and Industrial Strategy