Founded in 1976, this 45-acre site set in the Chiltern Hills of Buckinghamshire is home to more than 30 vernacular buildings from around the British Isles. Lovingly and fully restored to their former glories, the buildings include primitive barns and other traditional farm buildings as well as more recent prefabbed buildings from the 1940s, an Iron Age reconstruction, a Victorian toll house, a Tin Chapel and a forge. The museum provides their customers with a glimpse into the lives of the people supported by these historic buildings and the developments that have shaped modern life in the UK.
The managers at Chiltern Open Air Museum knew that to effectively grow their business they needed to get an EPOS system. Having increasing customer events throughout the season with the want to add more, year-on-year returning visitors going up and the demand from customers to get more from the museum they tried one system for a number of years. Having resolved that their current system did not meet their needs, with regular crashes, on-going technical issues and a support service that didn’t support their requirements, Chiltern came to KCPOS looking for an answer to their problems and a partnership to take them to their next growth point.
40 years ago, we started with a cash tin. As we've grown we realised that we needed a reliable EPOS system to deliver excellent customer service and consistent high-quality reporting.
Chiltern Open Air Museum is a multi-requirement site offering year-round services to their customers. Their customers include the public in the form of a tourist attraction and educational establishment, wedding parties and guests in the form of a stunning and intimate countryside venue and numerous TV and film companies in the form of an easily accessible and convenient yet historically accurate backdrop to many national and international projects.
Therefore the museum required a reliable system to deliver excellent customer service whilst providing consistent and high-quality reporting to the office staff. They needed one platform that could integrate their admissions desk, visitor centre and gift shop, on-site restaurants, cafes and bars to their business management software, but also offer their customers online ticket booking and a loyalty system to increase annual customer spend.
When we found KCPOS it was fantastic. It's been really reliable and the support has always been there.
Implementing KCPOS has created a single platform across the business, allowing for the synchronisation of data from all the tills and terminals, to leading online ticketing platform: Digitickets to their in-house back-office management software.
We've been able to rely on the data that we're getting. We have that excellent flow from people coming in and buying their tickets to our finance team pulling up the relevant data in the back-office.
The museum has seen instant benefit in being able to make more informed business decisions more quickly. This has led to them being able to offer their customers pre-bookable tickets for the first time for all of their events. The up-take of their renewed online presence by their customers has been very encouraging, and coupled with the smoothness of integration with their loyalty system, Chiltern are now changing the way that they plan for their future.
At the touch of a button, clear and concise business-wide reports can be viewed from anywhere. The simple-to-use and intuitive interface has been quickly adopted by all the staff who are experiencing an increase in speed of transactions which in turn has resulted in less queuing for the customers. The robust and reliable solution has made all aspects of processing easier including a very simple and streamlined routine for processing GiftAid, multiple ticket types including adult, child, concessions and varying sized groups.
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We've been so pleased with the after care and post-sales relationship. Anytime that we've had a problem, particularly where we want to develop something new the response has been fantastic.
The way that Chiltern Open Air Museum now understand their daily operations has been revolutionary and they report that they are now working with a partner that understands their goals and growth plans. As well as delivering a really excellent system, both parties have formed a really product and supportive working relationship.
The museum has another 16 buildings already in storage, ready to be restored and with a robust business infrastructure in place to facilitate growth, their ambitious plans will soon be realised.
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