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At EL&N, every detail matters. From beautifully curated spaces to thoughtful service moments, the brand has always been built around delivering a premium guest experience  without losing sight of operational efficiency and long-term sustainability.

One year on from implementing KateMedia’s tabletop ordering solution, EL&N’s 2025 performance demonstrates how the right technology, when deployed with intention, can elevate both guest experience and commercial outcomes.

A Year of Measurable Impact

At EL&N, our focus has always been on delivering a premium guest experience while operating efficiently and sustainably. One year on from implementing KateMedia’s tabletop ordering solution, the results have reinforced that technology can enhance service without compromising our brand values.

Across 2025, KateMedia’s visual menus and intuitive ordering journeys played a key role in driving consistent commercial uplift across EL&N sites.

Across 2025, KateMedia’s visual menus and intuitive ordering journeys consistently delivered a 15–20% increase in average order value, alongside significantly stronger engagement with limited-time offers, with upsell performance increasing by up to 50% on promoted items.

By presenting menus in a visually engaging, guest-friendly format, EL&N was able to highlight premium items and limited-time offers at the right moment in the guest journey  increasing discovery without feeling intrusive or transactional.

Supporting Teams on the Floor

Beyond guest-facing performance, the platform delivered meaningful operational benefits, particularly in supporting teams during quieter trading periods and across lower-volume locations.

Operationally, the platform enabled us to rebalance front-of-house workloads more effectively, contributing to an average 14% reduction in labour costs across selected sites, particularly supporting performance in lower-volume locations.

Rather than replacing hospitality, KateMedia enabled teams to work smarter, reallocating time and attention where it mattered most. The result was a more balanced front-of-house operation one that supported both commercial efficiency and team wellbeing.

Technology Without Compromise

A key principle for EL&N was ensuring that any digital solution enhanced, rather than diluted, the brand’s hospitality ethos.

Crucially, these results were achieved without relying on digital tipping or reducing service touchpoints. Instead, KateMedia has given our teams more time to focus on what matters most: delivering genuine hospitality and memorable guest experiences.

By removing friction from ordering while preserving human interaction, KateMedia helped create space for more meaningful guest engagement, not less.

Built to Scale

After a full year in live operation, the partnership has proven not only effective, but sustainable.

After a full year in operation, KateMedia has proven to be a scalable, commercially impactful solution that supports both our people and our long-term growth ambitions.

For EL&N, this means a platform that can grow alongside the brand supporting expansion, consistency, and performance without compromising identity.

Looking Ahead

Reflecting on the partnership, Manuel Costin, Country Manager at KateMedia, shared:

“Our partnership with EL&N continues to grow from strength to strength. These results show what’s possible when technology is implemented with  purpose supporting teams on the floor while driving sustainable commercial growth. We’re proud of what’s been achieved over the past year and excited about what comes next.”As hospitality continues to evolve, the EL&N x KateMedia partnership stands as a clear example of how thoughtful technology adoption can deliver measurable results for guests, teams, and the business as a whole

At KateMedia, we believe that hospitality technology should never come at the expense of human connection, it should enhance it.

That philosophy is at the heart of our partnership with Heavenly Desserts, one of the UK’s fastest-growing dessert dining brands. Following a successful trial, the brand rolled out KateMedia’s Order, Play & Pay solution across its national estate,  a decision driven by clear data, tangible operational impact, and a shared vision for a more seamless guest journey.

In a recent conversation, Manny Costin, Managing Director of KateMedia, sat down with Wesley Williams, Global Operations Manager at Heavenly Desserts, to unpack the journey from early challenges and trial insights to national scalability.

1. Before the Partnership: Solving the Right Challenges

Manny (KateMedia): Before the trial, what challenges were you hoping KateMedia could solve in your restaurants?

Wesley (Heavenly Desserts):

“Our goal was simple: make our partners’ lives easier, but not at the expense of the guest journey. We wanted to enhance suggestive selling in a natural way, without hindering the flow of service. The technology needed to feel intuitive and create a positive experience for both the guests and the team.”

From the start, Heavenly Desserts’ leadership team was clear about their vision: technology should simplify, not complicate. They wanted a partner who understood how to use digital tools to elevate both efficiency and experience a combination that’s often difficult to balance.

For operators, this highlights a crucial point: the most valuable tech investments are not the flashiest ones, but those that fit seamlessly into existing operations while enriching the human touch that defines great hospitality.

2. Operational Impact: Easing Pressure, Elevating Service

Manny: In what ways did KateMedia’s solution reduce pressure on your staff or make service easier during peak times?

Wesley:

“When bottlenecks occur, especially during ordering, giving guests the ability to order themselves changes everything. It frees up staff to communicate more effectively and focus on the guest experience. The KateMedia tabletop devices take away a layer of complexity from day-to-day operations. Both the guest experience and the team experience improve, simply because the team has more time to do other things.”

This feedback reflects what many operators experience once automation is thoughtfully introduced: time is returned to the team, and that time translates directly into better hospitality.

Instead of firefighting during busy shifts, teams can engage with guests, manage tables proactively, and maintain energy levels throughout service. That balance reduces burnout, improves retention, and drives consistency, a key advantage for multi-site brands.

For executives evaluating new technology, this is a reminder that operational ROI isn’t just financial. When technology lightens the cognitive and physical load on your team, it drives culture, service quality, and long-term scalability.

3. Scalability: From Pilot to National Rollout

Manny: What made you confident enough in the trial results to commit to a national rollout?

Wesley:

“Being a data man, it came down to the data. We looked at the key challenges we wanted to solve: firstly, improving suggestive selling, and secondly, reducing guest friction. When you analyse a traditional restaurant setup, staff spend a surprising amount of time just tapping orders into a pad. During that process, they’re not making eye contact or engaging with the guest, it’s a lost interaction.

For any operator, I’d recommend timing how long that process takes. It’s eye-opening. Every minute spent on manual input is man hours, it’s money, it’s labour, and it’s a missed guest moment. With KateMedia, we saw measurable savings in time and a smoother experience for guests. That’s why it’s scalable, especially for larger operators.”

Wesley’s insight reflects a shift happening across the industry: efficiency and empathy are no longer opposites. When the right systems are in place, operators can scale without sacrificing personal connection.

Heavenly Desserts’ rollout was carefully phased, with data driving each stage. From location to location, the results were consistent:

“When we looked at the numbers,” Wesley adds, “they simply made sense.”

4. The Bigger Picture: What This Means for Operators

For hospitality leaders, the Heavenly Desserts story offers a valuable lesson: the right technology doesn’t just automate processes, it creates time, enhances engagement, and builds scalability into the fabric of your operation.

As Wesley summed it up, the success of the rollout wasn’t just about installing devices; it was about rethinking how technology can enable people to do what they do best.

And as Manny notes,

“This partnership shows what happens when operators and tech providers share a vision, to make hospitality simpler, smarter, and more human.”

Final Thoughts

The partnership between Heavenly Desserts and KateMedia demonstrates how thoughtful integration can redefine operations at scale, balancing efficiency with elegance, and data with genuine hospitality.

For forward-thinking brands, this isn’t just a case study, it’s a glimpse into the future of dining experiences that feel as effortless for teams as they do for guests.

ateMedia, the hospitality technology company revolutionising table ordering through its SaaS-first solutions, is proud to announce a new national partnership with Heavenly Desserts. Following a highly successful in-store trial earlier this year, Heavenly Desserts has signed an agreement to roll out KateMedia’s KATE Tabletop Kiosks across all UK sites.

The trial, which ran for 17 weeks, delivered measurable operational and commercial benefits for Heavenly Desserts, reinforcing the value of digital guest engagement in today’s market.

Key outcomes included:

Results were measured against like-for-like sales data before the trial.

“This partnership with Heavenly Desserts is another milestone in demonstrating how SaaS-driven ordering technology can deliver meaningful results for operators,” said Manny Costin from KateMedia MD.

“By reducing barriers to adoption, enhancing guest experiences, and improving operational efficiency, we’re enabling brands like Heavenly Desserts to innovate and grow sustainably.”

“We are always looking for ways to reduce guest friction, improve operational efficiencies but most importantly enhance the core of our brand – Genuine Guest Connection.The solutions we reviewed weren’t to be a replacement for service but rather an enhancement to service. Looking ahead to what restaurants will look like in 5 years, we found a solution in KateMedia that helps us achieve our commercial goals, stay ahead of the market and maintain focus on what’s important in an AI age – humans” said Wesley Williams Global Operations Manager. 

The rollout marks an exciting step for both organisations as they continue to embrace innovation and respond to evolving customer expectations across the UK hospitality sector.

About KateMedia

KateMedia provides flexible, SaaS-first ordering solutions for the hospitality sector, including tabletop kiosks, counter service, and standalone units. Designed to improve guest journeys, increase operator efficiency, and boost revenues, KateMedia partners with leading hospitality brands across the UK and Europe.

The Changing Landscape of Hospitality Technology

The UK hospitality sector is at a pivotal moment. Costs are rising, labour shortages remain challenging, and guests are demanding quicker, frictionless experiences without compromising on service. To stay competitive, operators are accelerating their investment in digital solutions like self-service kiosks and table-ordering technology.

Yet, while the need to digitise has never been greater, many businesses are still tied to Capex-heavy kiosk models. These legacy approaches require operators to invest significant upfront capital in hardware, then manage separate software licences, integrations, and support contracts. The result? Slow rollouts, higher financial risk, and limited flexibility at a time when agility matters most.

Why Capex Kiosk Models Are Outdated

The traditional model of buying kiosk hardware outright may have made sense in a slower-moving market. But in today’s environment, it creates three big challenges for operators:

  1. Upfront strain on capital – Tying up large sums in hardware purchases, often before ROI is proven.
  2. Fragmented vendor management – Hardware suppliers and software providers work in silos, leaving operators to coordinate updates, support, and integrations.
  3. Slow speed to market – Rolling out updates, promotions, or new features often requires hardware swaps or lengthy IT interventions.

For operators under constant cost pressures, this approach creates a technology burden rather than a competitive advantage.

The SaaS Alternative: A Model Built for Agility

This is where SaaS-first kiosk models are changing the game. Instead of high Capex commitments, operators pay a predictable monthly subscription that covers hardware leasing, software, updates, and support. This Op-ex model means:

No upfront Capex strain – Easier budgeting and faster access to innovation.
Integrated solution – Hardware, software, and payments delivered as one.
Automatic updates – Features, UX enhancements, and compliance rolled out instantly.
API-first ecosystem – Seamless integrations with POS, CRM, and analytics.
Scalability – Trial in a single venue, then scale rapidly without procurement delays.

By aligning technology with operational realities, SaaS models empower operators to remain agile, competitive, and resilient.

Real-World Impact: Guest Experience and Operator Benefits

The difference between Capex and SaaS isn’t just financial, it’s operational.

Why This Matters Now

Hospitality is a sector of fine margins. Every percentage point of efficiency, every increase in guest spend, and every saving in labour hours counts. Operators can no longer afford to lock themselves into rigid, Capex-heavy kiosk rollouts that don’t evolve with their needs.

Instead, the future lies in flexible, subscription-based models that keep pace with guest expectations and industry challenges. Just as cloud computing reshaped IT, SaaS is reshaping digital transformation in hospitality.

Executive Takeaways for Hospitality Leaders

  1. Protect your capital – Shift from large Capex projects to predictable Op-ex subscriptions.
  2. Stay future-ready – SaaS platforms deliver continuous innovation without hardware refresh cycles.
  3. Simplify your tech stack – One partner for hardware, software, payments, and support reduces complexity and risk.
  4. Scale with confidence – Start small, learn fast, and expand quickly with minimal disruption.

Final Word

The hospitality industry is evolving fast, and digital guest experiences are no longer optional, they’re expected. The question is no longer if you should invest in kiosks, but how.

Capex models tie operators down with cost, risk, and rigidity. SaaS-first solutions, by contrast, unlock scalability, agility, and resilience. For UK hospitality leaders navigating inflation, rising costs, and shifting consumer behaviour, SaaS provides the flexibility needed to future-proof operations and deliver on guest expectations.

The time to rethink kiosks and embrace a SaaS-first strategy is now.

We are thrilled to announce our latest collaboration with Heavenly Desserts, one of the UK’s most loved dessert brands. Together, we are trialing our innovative order and pay technology across two key locations — London and Manchester.

A Conversation That Sparked an Exciting Trial

What started as an informal chat at an expo in London between Wesley Williams, National Operations Manager at Heavenly Desserts, and Gemma Jones, Enterprise Sales Manager at Kate Media, quickly turned into something much bigger. As they discussed increasing average order value (AOV) and improving labour efficiencies, Heavenly Desserts are open to a forward-thinking approach—one that embraces technology to shape the next generation of casual dining. Fast forward, and we’re now completing the live trial across two major UK cities!

Seamless Customer Journey with Integrated Offers

This partnership is all about creating an effortless and engaging experience for guests while maximising the full potential of menu offers. With our Kate Media table-ordering devices, customers can now:

✅ Browse the full menu at their own pace
✅ Take advantage of exclusive promotions and offers
✅ Order and pay directly from their table—no waiting for staff

By integrating intelligent upselling opportunities within the menu, Heavenly Desserts ensures that customers never miss out on special promotions, while also increasing basket size and sales. The result? Higher revenue, smoother operations, and an overall enhanced dining experience.

Why London & Manchester?

As two of the UK’s busiest hospitality markets, London and Manchester are the perfect locations to test how technology can elevate the customer experience in high-footfall environments. These trials will help us refine our solution, ensuring it meets the fast-paced demands of casual dining and dessert lovers alike.

The Future of Smart Dining

Our order, play & pay solutions are transforming the way restaurants operate, allowing brands like Heavenly Desserts to offer a more dynamic, customer-driven experience. With a focus on efficiency, engagement, and profitability, this trial is the first step toward an exciting long-term collaboration.If you’re looking to future-proof your hospitality business, let’s connect! 🚀

When people think about tipping, it’s often associated with traditional table service restaurants — a way to directly thank a server for their attention, attitude, and hospitality. But what about QSR equipped with self-service kiosks? Is tipping still relevant when there’s no one physically taking your order?

𝗦𝘂𝗿𝗽𝗿𝗶𝘀𝗶𝗻𝗴𝗹𝘆 — 𝘆𝗲𝘀. 𝗔𝗻𝗱 𝗼𝘂𝗿 𝗱𝗮𝘁𝗮 𝗮𝘁 KateMedia 𝗽𝗿𝗼𝘃𝗲𝘀 𝗶𝘁.

💰 𝗪𝗵𝘆 𝗱𝗼 𝗽𝗲𝗼𝗽𝗹𝗲 𝘁𝗶𝗽 𝗮𝘁 𝗦𝗲𝗹𝗳-𝗦𝗲𝗿𝘃𝗶𝗰𝗲 𝗞𝗶𝗼𝘀𝗸𝘀?
Even in fast-paced QSR environments, guests often recognize the value of good service beyond just the act of ordering. Here’s why tipping remains a natural behavior:
• Service doesn’t disappear — it shifts.
While kiosks handle the order-taking and payment processes, staff still prepare food, maintain cleanliness, and manage the experience. Customers know there are people working hard behind the scenes.
• A way to say thank you for speed and quality.
In QSRs, speed is crucial. A clean, well-managed environment, and a quick, flawless order experience still deserves appreciation. Guests often express this with tips.
• Social norms and digital cues.
Modern Contactless payment systems (including ours at KateMedia) often include subtle, well-designed tipping options on kiosks. Guests follow social habits — especially when prompted politely.

𝗪𝗵𝗮𝘁 𝗢𝘂𝗿 𝗗𝗮𝘁𝗮 𝗦𝗵𝗼𝘄𝘀


At KateMedia, we’ve implemented self-service kiosks with integrated tipping features in dozens of QSR chains. Here’s what we’ve observed:

• On average, 10–15% of transactions include a tip at the kiosk — even in purely counter-service locations.
• The average tip size ranges from 8% to 12% of the order value.
• Locations that prompt for tipping in a friendly, non-intrusive way see up to 30% higher tip participation rates.

This shows that when given a seamless, thoughtful option — customers are both willing and happy to tip.

𝗪𝗵𝘆 𝗜𝘁 𝗠𝗮𝘁𝘁𝗲𝗿𝘀 𝗳𝗼𝗿 𝗤𝗦𝗥 𝗢𝗽𝗲𝗿𝗮𝘁𝗼𝗿𝘀


The Takeaway
Tipping culture is evolving, and QSR environments are no exception. Thoughtful self-service solutions not only improve efficiency but also respect the human element of hospitality.

At KateMedia, we believe technology should enhance service, not replace it — and our tipping data confirms that guests value both convenience and human care, no matter how they place their order.

✨ If you’d like to learn more about how we help QSR brands increase guest satisfaction and staff income through self-service solutions, feel free to reach out.

Following the incredible success of EL&N UK, we’re thrilled to welcome two exciting brands—Terrace Bakery and Crome—to our growing network of partners in London!

Both brands recognised the efficiency and customer convenience that our technology brings, making the decision to implement tabletop ordering devices across their locations. Faced with staffing challenges, they needed a seamless solution to maintain high service levels while optimising operations.

How It Works: Technology That Solves Real Problems

At Terrace Bakery and Crome, each table is now equipped with a Kate Media tabletop tablet, allowing customers to:
✅ View the menu effortlessly
✅ Place orders in just a few taps
✅ Pay instantly without waiting for staff

This eliminates the need for constant staff intervention, freeing up teams to focus on food preparation and enhancing the overall guest experience. The result? Faster service, increased table turnover, and happier customers.

Why More Brands Are Jumping In

After seeing how EL&N leveraged our solutions to streamline operations and boost sales, Terrace Bakery and Crome wasted no time in joining the movement. Their decision reflects a growing trend in the hospitality industry—embracing smart technology to enhance efficiency while overcoming labour shortages.

With Kate Media’s cutting-edge solutions, these brands are not only improving guest satisfaction but also future-proofing their business in a rapidly evolving market.

The Future of Dining is Here

As more restaurants and cafés recognise the power of self-service technology, we’re proud to be at the forefront of this hospitality revolution. If your business is looking for a seamless way to improve operations and customer experience, let’s talk!

At Kate Media, our mission has always been to optimise restaurant operations by providing innovative technology that adapts to the ever-evolving needs of the hospitality industry. We understand that speed, efficiency, and customer satisfaction are at the heart of every successful restaurant, and our latest product launch is designed to enhance all three.

To further expand our impact and help restaurants improve their operations, our team of talented engineers has developed an essential addition to our product lineup – the Kate Self-Service Kiosk. These kiosks are designed to streamline ordering, enhance guest experience, and boost revenue, all while seamlessly integrating into existing restaurant ecosystems.

The Power of Self-Service in Hospitality

Self-service technology is rapidly transforming the hospitality sector, with leading brands like German Doner Kebab, Subway and Black Sheep Coffee  already experiencing significant success with kiosks. Reports have shown that self-service kiosks can increase average order values by up to 30%, as customers tend to spend more when presented with personalised recommendations, upsell options, and a frictionless ordering process.

By reducing wait times and improving order accuracy, kiosks not only enhance customer experience but also optimise operational efficiency by allowing staff to focus on hospitality rather than transactional tasks. In an industry where labor shortages and rising costs present ongoing challenges, self-service kiosks offer a scalable, cost-effective solution for restaurants of all sizes.

Introducing Kate Media’s Self-Service Kiosks

To meet the growing demand for smart, integrated self-service technology, Kate Media has introduced the Kate Self-Service Kiosk, available in 15’’ and 22’’ Android versions. These kiosks are designed with both functionality and aesthetics in mind, ensuring they complement any restaurant environment while delivering an intuitive and engaging ordering experience.

Key Features & Benefits

✅ Built-in NFC Reader – Supports seamless contactless payments, enabling quick and secure transactions for guests.

✅ Built-in QR/Barcode Scanner – No additional attachments required, a truly all-in-one solution.

✅ Built-in LED Status Light – Let staff know easily the status of your kiosk with built in LED status lights, perfect for any environment

✅ Fully Compatible with Leading POS Systems – Our kiosks integrate with a wide range of POS providers, including Dotypos, Access Hospitality, Deliverect, Syrve, and Oracle Hospitality, ensuring smooth operations without disrupting existing workflows.

✅ SoftPOS Integration from Viva.com – Enables businesses to accept payments directly through software, eliminating the need for additional hardware while providing a secure, modern payment solution.

✅ Easy to Install & Configure – Our self-service kiosks are designed to be installed quickly and effortlessly, minimising downtime and allowing businesses to start benefiting from them immediately.

✅ Enhanced Customer Experience –Recommendations and visually appealing menu displays help increase customer engagement, boost upselling opportunities, and improve order accuracy.

Beyond Hardware: Our Kiosk-as-a-Service Model

At Kate Media, we believe that a kiosk is more than just a screen – it’s an intelligent tool that transforms the customer experience. That’s why we don’t just sell kiosks as standalone hardware; instead, we offer a flexible, subscription-based Kiosk-as-a-Service (KaaS) model.

With Kiosk-as-a-Service, businesses no longer need to worry about hefty upfront technology investments. Instead, they can rent our kiosks as part of a monthly subscription, gaining access to cutting-edge technology without the financial burden of purchasing equipment outright. This model ensures affordability, scalability, and peace of mind for restaurant operators looking to future-proof their business.

End-to-End Support & Seamless Integration

Our dedicated team handles every aspect of implementation, from installation and configuration to 24/7 support, ensuring that your kiosk runs smoothly at all times. Whether it’s troubleshooting a technical issue or optimising your setup, we’re committed to delivering an uninterrupted, hassle-free experience for our clients.

Available Now – Get Started Today

The Kate Self-Service Kiosk is now available to businesses looking to enhance their operations with cutting-edge self-service technology. Whether you’re a quick-service restaurant, café, or casual dining chain, our solution is designed to boost efficiency, increase sales, and improve the customer journey.Want to see the KATE Kiosk in action? Let’s book a demo and explore how self-service technology can transform your business.