Retail EPOS Case Study: Improving Efficiency Across 170+ RNLI Shops

Managing retail operations across multiple locations can be challenging, especially when systems are outdated and inconsistent. In this case study, we explore how CRS epos partnered with the RNLI to implement a modern, user-friendly EPOS solution across more than 170 shops. The result was improved efficiency, better reporting, and a system that empowers both volunteers and management with real-time visibility and control.

The Challenge

The RNLI operates over 170 retail shops nationwide, many of which are run by dedicated volunteers. Their existing setup consisted of a mix of basic cash registers and simple barcode systems, creating inconsistencies across locations.

The system had become outdated, difficult to maintain, and lacked the back-office insight needed to effectively manage sales and performance. As a result, the RNLI required a more unified, user-friendly solution that could support volunteers while giving management better visibility and control.

The Solution

CRS epos worked closely with the RNLI retail team to deliver a tailored EPOS solution designed to meet their operational needs across all stores.

The solution included:

• A user-friendly touchscreen EPOS system, ideal for volunteer environments

• Integrated barcode scanning for faster, more accurate transactions

• A centralised cloud-based back office for real-time reporting and management

• Integration with card payment systems for smoother operations

• Ongoing support, remote assistance, and tailored training resources

This provided a consistent system across all locations, with improved usability for volunteers and enhanced control for head office.

The Results

The new EPOS system delivered immediate improvements across RNLI stores:

• Faster, more accurate transactions

• Simplified processes for volunteers

• Real-time access to sales and performance data

• Centralised product and pricing management

• Improved communication between stores and head office

Feedback from volunteers has been extremely positive:

“The new touchscreen system is much easier to use, the buttons are larger, clearly labelled and in different colours helping with identification, the most commonly used functions are on a separate screen to the less common functions.”

Ian, Volunteer Shop Manager, Southwold

“We have had really positive feedback from volunteers who find using the till easier and we’ve not had a single complaint from anyone!”

James Thompson, Retail Lead - North & East

Client Impact

The introduction of a unified EPOS system has enabled the RNLI to operate more efficiently while gaining valuable insights into their retail performance.

“The old system was becoming obsolete, difficult to maintain and did not provide the back office information we needed. The new solution enables us to have a user friendly system for our volunteers, increase our ability to communicate with our customers and provide us with vital back office information that would enable us to make more informed decisions.”

Steve Derrick, Operations and Merchandise Manager

With improved usability, real-time reporting, and centralised control, the RNLI can now make more informed decisions, support their volunteers more effectively, and ultimately maximise retail revenue to support their life-saving work.

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