Success Story: Poms Hospitality
The Why/Pain Points
Founded in 2015 by James Pomlett, Poms Hospitality has grown from a single Lichfield restaurant into a thriving, multi-site brunch group spanning Staffordshire and Derbyshire. Originally a breakfast-lunch-dinner concept, Covid reshaped the business and created the opportunity to reinvent Poms into a dedicated daytime brunch brand. Growth followed quickly, and today the company operates three busy restaurants, seating between 40 and 120 guests each.
Poms pride itself on using fresh, local suppliers and supporting local businesses wherever possible. For James, suppliers aren’t just vendors, they’re partners, each contributing to the overall guest experience.
The Challenge
Before partnering with Fusion, Poms were already experiencing early warning signs with their previous provider:
- Unreliable broadband and WiFi stability, especially during peak service
- Dropouts when multiple users connected, impacting tills, ordering systems, and internal communications
- Poor customer service, long delays, and a lack of clarity on billing
- A provider that eventually went into administration, leaving the business without support or guidance
As a multi-site operation, reliable communication isn’t optional, it affects everything from on-line bookings to payment systems and internal staff communications.
The team needed a dependable partner who could stabilise their systems, unify communication across their three sites and provide clarity, reliability and real support.
The How
Solution by Fusion Communications.
Why Poms Chose Fusion
Fusion implemented a communication and connectivity solution tailored to the specific needs of the team at Poms:
- Reliable business mobiles for senior team
Ensuring management had strong, consistent connectivity wherever they were, on the road, between sites or dealing with suppliers.
- Interconnected landlines & internal communication
Guests could reach any Poms site if one team was busy, preventing missed bookings and improving guest service.
- Upgraded broadband performance & WiFi stability
Multiple users could connect without dropouts, with tills, kitchen screens, tablets and systems all performing smoothly.
- Clear, simplified billing
Clarity and visibility that had been missing for years.
Despite having multiple sites, systems and challenges, the on-boarding was remarkably simple: “One day it worked… the next day it worked, but better. It was incredibly smooth.”
The Solution
Increased guest contact & booking success
With interconnected lines and reliable systems, customers can always reach the team at one of the three venues.
“Guests can get hold of us better now. It definitely drives more bookings and revenue."
Smoother operations across all sites
Everything at Poms relies on connectivity, clocking in, kitchen screens, ordering iPads, payment systems, monitoring fridges and internal staff communications. Fusion stabilised the entire operation.
Better control, visibility & reliability
Billing clarity, reliable connectivity and consistent support made an immediate difference.
“Customer service is key. The service and quality we get from Fusion is a big difference.”
Strengthened internal communication
Teams across Lichfield, Ashbourne and Barton can connect instantly.
Local support the team can trust
From service calls to account support to ad-hoc check-ins, Poms feel genuinely supported:
“Fusion is a great family business. They really care. You speak to real people who know who you are and that makes a huge difference.”
What we delivered, check out
Related Case Studies
Ready to get started with Fusion?
We’re here to help you take the next step! Whether you have questions, need more information, or are ready to transform your communications, our team is ready to assist. Reach out to us today and discover how Fusion can make a real difference for your business.