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Cineworld 'achieves increased uptime and customer satisfaction'

04 February 2013

With 47 million admissions in 2010 alone, Cineworld, a UK Cinema chain, has a lot of customers to keep happy. A full service IT solution from Avery IT helps keep the business moving, increasing efficiency and minimising downtime

Like many other retail, leisure and hospitality industries, Cineworld rely on Electronic Point of Sale (EPOS) and touchscreen technology to process ticket sales, take payments and fulfil confectionary and drinks orders. Ensuring that this process is straightforward and problem free is essential to the smooth running of the business - reducing queues, fulfilling demand and generally enhancing the customer experience.

John Beirne, IT Operations Manager at Cineword, explains, “The philosophy of Cineworld has always been to provide an excellent level of customer service. Part of our strategy focuses on using technology to improve our customers’ experience and the efficiency of our operations. Ensuring that this technology is running smoothly at all times is absolutely key to our on-going success and to keeping our customers happy.”

For over ten years, Cineworld have employed the services of Avery IT to support their EPOS, customer facing kiosksand back office hardware.

Gemma Clucas, Account Manager at Avery IT, explains, “Through the provision of ongoing maintenance and product life cycle management, we ensure that IT hardware and EPOS equipment has minimum downtime – allowing staff to focus on delivering excellent customer service without having to deal with delays caused by malfunctioning or inefficient systems.”

As a subsidiary of Avery Weigh-Tronix, Avery IT has more than 200 highly trained service technicians located throughout the British Isles. This widespread coverage enables the company to offer a full IT service solution 24 hours a day, seven days a week.

Beirne continues, “With sites all over the UK and a presence in Ireland, we needed to partner with a national organisation which could support our front of house systems and also integrate seamlessly with our back office systems.”

As well as day to day management of a range of equipment, Cineworld have benefitted from the in-depth audit and problem resolution services offered by Avery IT. By spending time on site, the highly trained staff at Avery IT aim to identify problematic sites and recommend solutions- from staff training and simple housekeeping issues, though regular servicing to reduce the risk of failure.

Beirne concludes, “As market leader, we are committed to the needs of our customers. By working with Avery IT, we are able to maximise uptime, manage the lifecycle of our equipment and focus our internal resource on moving the business forward.”

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