This paper evaluates point-of-sale (POS) and customer relationship management (CRM) systems for Joe & Sugars Cafe, a small coffee shop in La Grande, Oregon. The analysis examines the cafe's current manual operations, identifies key business needs including inventory tracking, payment processing, and customer communication, and compares two modern POS solutions: Leapset and Coffee Shop Manager. Using standard information systems evaluation criteria—hardware, software, data management, security, and user considerations—the paper recommends Leapset as the optimal choice due to its Sysco integration, cloud-based flexibility, phased implementation capability, and affordability. The recommendation aligns with the owner's stated preference for a unified platform that preserves the cafe's handmade, community-focused brand while modernizing operations.
Advancements in point of sale (POS) technologies are making it easier than ever to run a business. Traditional POS systems complete orders and payments from a standalone terminal; however, today's POS systems can perform multiple useful functions. Examples include processing credit cards and using mobile devices to transmit sales data to other software a business already uses. Many POS systems now come with built-in customer relationship management (CRM) features. These advances in technology allow business owners to input customer information, create sales reports, and update customer databases in the cloud with ease. Businesses can save time and money and grow as a company by using POS data to build solid relationships and deliver the best customer experience possible.
This analysis evaluates POS and CRM systems for Joe & Sugars Cafe in La Grande, Oregon. The evaluation examines the existing system, compares two possibilities for new operating systems, and provides a recommendation based on the analysis. Joe & Sugars Cafe is a coffee shop located in La Grande on the "Main Street" section of town, surrounded by antique shops and small businesses. The restaurant is open to customers serving full-service breakfast from 7–11 a.m. and lunch from 11 a.m.–3 p.m. The cafe offers daily lunch specials, catering, and cakes; its specialties are coffee, tea, cappuccino, and homemade cookies and brownies. Although already a successful, operating business, Joe & Sugars Cafe is looking to modernize and grow to keep up with advancing technology. The restaurant aims to keep customers happy and prices current while still keeping their goods handmade.
As one of the foremost coffee shops in the La Grande area, Joe & Sugars Cafe is conveniently located for most residents. Although other coffee and food shops exist in the area, Joe & Sugars Cafe prides itself on serving fresh, homemade food. The business believes in serving a perfect product at a reasonable price, ensuring that customers get exactly what they want. The cafe's closest competitor, Joe Beans, is located down the road but does not offer the same menu. Joe & Sugars Cafe fears that customers may perceive Joe Beans as a direct competitor when, in reality, the businesses are quite different. By implementing a tracking system, the business owner could spend more time diversifying her business.
According to the United States Census Bureau, La Grande has an estimated population of 13,074 residents, with 29.6% being 18 years old or younger. Union County has an estimated 25,652 residents, with 28.1% under 18 years old. These figures leave Joe & Sugars Cafe with approximately 9,205 potential customers in La Grande and 18,444 in Union County, assuming that most children and teens do not regularly consume coffee. With no signs of coffee purchases slowing down, these numbers represent a strong market for Joe & Sugars Cafe. The Small Business Development Center (SBDC) reports that 40% of 18–24 year olds drink coffee daily, 54% of adults ages 25–39 drink coffee daily, and 75% of U.S. adults drink coffee, with 58% drinking it daily.
The cafe owner has identified reasonable requests for business improvements. Regarding employees, she would like the system to track timesheets, calculate wages, and report these to the accountant. Marketing is also crucial; she wants a system that keeps customers informed about new products, specials, and events while requiring minimal extra effort on her part. The most important features she seeks are the ability to track sales, show cost of goods sold, and determine whether goods are worth carrying continually.
Joe & Sugars Cafe currently does not utilize the benefits of an information system in the restaurant. The cafe has created a personal system through trial and error that, although not technology-based, has worked for many years. All orders are written by hand with pen and paper, then hand-delivered by waitstaff to the kitchen. As customers finish meals, the order form serves as a receipt and is dropped off at tables to be collected with payment. Payments are processed through a push-button cash register located at the front of the restaurant. Joe & Sugars Cafe orders products from Sysco, a restaurant-support company. All food and product orders are completed by the owner using Sysco ordering sheets. The owner maintains records of weekly usage to determine what needs ordering ahead of time.
A foundational article on small business information systems identifies key needs: "accounting systems, inventory management, payment processing, and communication" are essential for small business operations. Joe & Sugars Cafe's current approach lacks all of these technological components.
Accounting systems are important because businesses must track inflows and outflows of finances, including customer revenue, food spending, and taxes. Joe & Sugars Cafe currently uses a push-button cash register that determines end-of-day totals but cannot provide running totals on expenditures and sales. More advanced technology could help identify hours of increased sales or areas of overspending, enabling better financial decisions.
Inventory management is critical because goods are continuously needed with fluctuating quantities. The cafe owner currently tracks inventory manually using Sysco ordering sheets. An information system that tracks inventory and produces information directly to the provider would save time and effort in counting inventory and preparing orders. A new system could also help track incoming shipments.
Payment processing must be efficient and secure. The cafe uses a push-button cash register and a debit/credit card machine for alternate payment forms. An information system with an electronic register that regulates payments and keeps a running balance would minimize the possibility of unbalanced funds. A system that tracks which tables have paid and which have not could be invaluable. Other benefits include monitoring theft by employees and tracking daily totals for food and supplies.
Communication is a key factor in all business processes. With only four to six employees at any given time, Joe & Sugars Cafe must maintain clear communication lines. Currently, information is transferred from waitstaff to the kitchen through written paper forms. This process is time-consuming and inefficient: walking to the kitchen, possibly returning for questions from the cook, and walking back to the restaurant. Pen-and-paper ordering also prevents capturing in-depth ordering preferences and recipe changes. For example, if a customer has dietary needs, a waitress may miss a specification while writing the order by hand. Technology-based communication can benefit small businesses by providing the ability to communicate with both providers and customers.
Joe & Sugars Cafe identifies its strengths as knowing its products well, understanding what goes into every recipe, and creating a hometown restaurant feel. The owner takes pride in knowing the ingredients in every recipe, as she is the main cook. Since the cafe offers only fresh food, no pre-made items are ordered from Sysco. In fact, Sysco no longer brings pre-made products to show the owner. When selecting an information system, Joe & Sugars Cafe needs something that will not diminish their local, homemade restaurant feel.
The cafe focuses greatly on customer relationships and the dining experience. The owner acknowledges that the current system is insufficient and has welcomed modernization through an information system. To avoid overwhelming the small business, a system developed in phases is recommended. Joe & Sugars Cafe needs a system willing to slowly implement changes and processes, ensuring local business and regular customers are not disrupted. With limited staff, employees can learn each phase separately and continue making adjustments as they become comfortable. Additionally, because the owner does not have a set budget, cost must be realistic for a small business.
The cafe owner identifies speed of food production and delivery and lack of space as key weaknesses. Cooking on a four-burner stovetop, she notes that some foods take longer to cook than others, and space can be an issue when busy. Although an information system cannot address the space limitation, it can improve efficiency regarding speed. A system with technology-enabled communication that transmits orders electronically from waitstaff to the kitchen is recommended, eliminating the time staff spend manually delivering orders between tables.
"Four-pillar IS framework for small businesses"
Hardware comprises all physical parts of an information system. Effective hardware for Joe & Sugars Cafe should be reliable, restaurant-appropriate, and user-friendly. Software gathers, organizes, and manipulates data and carries out instructions; everything done using a computer is accomplished by software. Data and information are critical—systems must generate actionable reports on sales, inventory, staff, and customer behavior. Security protects sensitive financial and customer data from unauthorized access. People are essential: those who design and operate the software, input data, build hardware, maintain systems, and write procedures all contribute to system success.
The owner expressed her ideal system: "I would really like to see if Sysco has a pre-made system or recommendations that work with their ordering system so that it might all link together." This preference for integration with existing suppliers is crucial to the evaluation. The cafe also requires a phased implementation approach to help overcome resistance to change and allow the company to learn and grow at a manageable pace.
Leapset is a point-of-sale (POS) information system partnered with Sysco, the restaurant-support company Joe & Sugars Cafe already uses. This partnership makes transition easy and beneficial. "Leapset's Restaurant Operating System uses the latest technology to help you run your business and connect with mobile customers. Each product and app is tailored to help boost sales, save money and increase control."
Hardware and Design: Leapset's hardware is a stationary information system designed to replace a traditional cash register while providing significantly more services. "Designed specifically for restaurants, Leapset's POS is splash, crumb and dust proof. Its 15-inch touch screen is bigger than a tablet's, so you are less likely to press the wrong button. Its customer-facing display lets customers add tips and sign for credit cards." The owner stated that she "would really like to use one system for all aspects of the business." Leapset is straightforward in hardware setup and is easy for business managers to deploy and begin using.
In design, Leapset operates as one main operator that gathers and sends information to a specific computer. When compared to standalone cash registers, tablets, and other POS systems, Leapset uniquely combines a full-sized screen, splash-proof design, and restaurant-specific engineering. "Leapset runs on a variety of hardware and enables 3rd party developers to create custom apps based on the business's needs." Leapset connects to a wireless network—Frontier, in the case of Joe & Sugars Cafe—and includes areas for credit card swiping and touch screen interfaces for employees and customers.
Software and Applications: "Leapset is a software development company with a difference. Inventors of a cutting-edge IT product targeted at the small to medium business market in the US, which is revolutionizing merchant-consumer interaction. Leapset replaces existing point-of-sale, credit card payments and online-offline technologies with one complete integrated platform." The POS software is not sold in stores or directly online; businesses must contact Leapset or Sysco directly to receive information and pricing.
Multiple functions and software applications can run on Leapset POS. First, a Leapset app allows business owners to accept online orders and launch a mobile rewards program, enabling customers to engage with businesses like Joe & Sugars Cafe. Second, managers can view data and make changes outside the restaurant, putting the business owner in true control. "There's no need to buy expensive hardware and software up front. Leapset is available via a monthly subscription and includes free maintenance and upgrades."
Data and Information Management: The amount of data created and analyzed in Leapset POS is substantial. Customers can place orders using an app on their smartphones; this data is immediately sent to the POS system in the restaurant. The rewards program remembers certain customers, marking them as "loyal" in the system's database. The database provides statistical reports on sales, staff, and customers, helping owners track which staff member served which customer, what the customer ordered, and which table the customer occupied. Managers can view these reports from any mobile-connected device at any time.
Training and Support: Information regarding Leapset is provided upon request from businesses. A company like Joe & Sugars Cafe, which has admittedly fallen behind in rapidly changing technology, would benefit from a user manual describing product functions and services. Whether Leapset provides a hard-copy manual or online documentation is currently unknown due to the request-based information model, which could be considered a minor weakness.
People and Organizational Support: A critical component of any computer-based information system is the people working behind it. Leapset is an "open platform," meaning other companies can develop apps and create new ideas to support the brand. Leapset works closely with social media; it actively promotes restaurants by posting menus online, enabling customer check-ins on Facebook, and promoting restaurants within its network and neighborhood. The Leapset Company leadership team, including CEO Mani Kulasooriya, dedicates time to building hardware, designing software, and implementing improvements to continually enhance the product.
Security: One of the most important considerations before purchasing a POS product is the security and protection it provides. Leapset is cloud-based, which has both advantages and disadvantages. "Leapset provides these offline retailers with a cloud-based system that allows them to manage orders, process payments, reward customers, and offer mobile ordering through an easy to use POS." Cloud benefits include lower overall costs compared to server-based systems and maximum storage capacity with instant software updates. Data stored in the cloud is automatically duplicated, preventing loss from hardware crashes. However, cloud-stored data is more vulnerable to theft by online hackers. Restaurants must be cautious and grant security rights only to individuals who need access to sensitive information.
Cost: Leapset's upfront costs are only $250–$500, with free software upgrades. Depending on the specific program, monthly costs range from $0–$99, and a free version is offered to help businesses decide what works best for them. No upfront costs or long-term contracts are required. Processing fees are lower than other POS systems, and next-day funding is available.
Coffee Shop Manager (CSM) is an award-winning POS software package specifically designed for coffee retailers. The software business started in 2001 in Redmond, Washington. CSM has customers in all 50 states and employs a designer with over 25 years of software industry experience. The software and equipment are easy to use and offer benefits for everyone, including customers. The system features an easy touch-screen ordering interface for espresso, food, drinks, and other items. CSM offers tablet, smartphone, online, and iPad kiosk ordering to craft a unique customer experience. To enhance customer experience, the system offers a no-fee prepaid customer accounts service and gift card and loyalty tracking service. These features help businesses become more profitable and owners maintain control. All supplies are backed by solid service and support from an experienced industry expert.
Hardware Packages: CSM offers three different software and equipment packages: the Latte Touchscreen package, the Mocha Touchscreen package, and the Americano Tablet package. All are designed for running and managing a coffee shop. The determination of which package a business should invest in depends on the business's size, owner preference, and customer base.
The Latte Touchscreen package comes with CSM POS software, a Mini Tower PC, 15-inch flat-screen touch display, credit card reader, receipt printer, and optional upgrades. This is the cheapest and largest POS system CSM offers. The Latte system is a medium-sized package best suited for smaller, simpler businesses.
The Mocha Touchscreen package offers a complete touchscreen POS package featuring the Breeze Performance All-In-One computer system with a Pioneer 15-inch Touchscreen Terminal with OEM licensed Windows 7. With its spill-resistant design, integrated customer display, receipt printer, credit card reader, and all computer components built-in, it fits into a small area. All software functions found in the Latte package are included. The difference is that the Breeze Performance is an All-In-One PC/Touchscreen computer. This system is ideal for replacing an existing or outdated cash register.
The Americano package is the top-of-the-line offering from CSM. This system features a versatile tablet solution allowing the business owner to take advantage of flexibility and save space with Coffee Shop Manager for Dell Venue Tablets. The lightweight, ultra-portable tablet brings full Coffee Shop Manager functionality to customers anywhere in the shop. The Americano package includes the full Coffee Shop Manager software license and all necessary peripherals to ensure tablet POS functionality. Included are an encrypted credit card reader, Ethernet printer, and printer-driven electronic cash drawer.
Software and Customization: CSM software is specifically designed for coffee shop use and allows businesses to customize their menu, training courses, CSM back office, online ordering, inventory tracker, and technical services. The software is compatible with all hardware Coffee Shop Manager offers.
Hardware Options: The Breeze Performance is a powerful All-In-One touch terminal offering extreme CPU performance. The touch terminal can be configured with increased processing speed and memory to meet the needs of demanding applications. Touch Dynamic redefines All-In-One design by integrating a thermal receipt printer into popular All-In-One terminals. The compact base design allows for easy setup and saves precious counter space while reducing cable clutter.
The lightweight and ultra-portable Dell Venue Tablet is a perfect solution for mobile order-taking, line busting, or space-saving counter placement. At just under 2 pounds, the sleek tablet is easy to carry. The 10.8-inch IPS display with FHD screen provides access to all robust Coffee Shop Manager features. The powerful Intel Core i5 processor with Windows 8 Pro provides the power to take orders, run reports, and update inventory from the tablet. An encrypted credit card swipe completes customer transactions on the go.
Star printers are compact, high-speed receipt printers specially selected for Coffee Shop Manager use. Their thermal design eliminates the need to purchase ink or ribbons, and auto-cutters make the process quick for staff. EC150 Touch Screen monitors are extremely durable and certified for millions of touches. The integrated card swiper accommodates both credit card and prepaid/gift card processing.
Pricing: The Latte package costs $3,995, the Mocha package $4,195, and the Americano package $2,995. For Joe & Sugars Cafe, the most efficient package would likely be the Americano. The package is simple, secure, small, and possesses all the abilities to upgrade and transform into a larger system as the business grows.
Both Leapset and Coffee Shop Manager are excellent information systems that would benefit a restaurant; however, each has potential limitations. Coffee Shop Manager is not as versatile as Leapset and is more Windows-based. The Windows-based programming of Coffee Shop Manager could create issues for customers or staff preferring the iOS operating system. Windows-based programming also requires additional spending on specific Windows products with significant hard drive space.
Leapset's upfront costs are only $250–$500, with free software upgrades. As a cloud-based program, Leapset requires essentially no hard drive space. However, storing information on the cloud raises the potential for proprietary information to be hacked. When using the cloud to store information, restaurants must be cautious and grant security rights only to individuals who need access to that information. Information can be stored and accessed anywhere by those given access, which is very beneficial for managing a business remotely.
"Phased rollout benefits and long-term adaptability"
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