Success Story: Poms Hospitality
Three restaurants, one reliable communications setup. How Fusion helped Poms Hospitality go cashless, stay connected, and keep the bookings coming.
About Poms Hospitality
Poms Hospitality was founded by James Pomlett in 2015 as a kitchen and deli concept in Lichfield. Covid reshaped the business in ways James could not have anticipated, and ultimately for the better. The pivot to a dedicated daytime brunch brand created the focus and momentum for rapid growth, and today the Poms Brunch Group operates three busy restaurants across Staffordshire and Derbyshire, in Lichfield, Ashbourne, and Barton, with capacities ranging from 40 to 120 covers.
Poms is a highly digitised operation. Wireless tills, kitchen screens, iPad ordering, digital staff rotas, and even temperature monitoring for fridges all run on the connectivity Fusion provides. When that connectivity is unreliable, it does not just affect the experience, it affects the entire business.
The Challenge
Before Fusion, Poms were dealing with a combination of problems that had been building for some time. Broadband stability was inconsistent, with Wi-Fi dropping out when multiple users connected simultaneously, a near-constant occurrence in a busy restaurant environment. Tills, ordering systems, kitchen screens, and internal communications all suffered as a result.
Customer service from the previous provider was poor: slow to respond, unclear on billing, and ultimately unreliable. That situation came to a head when the provider went into administration, leaving Poms without support and without clear answers about the future of their lines.
For a multi-site business that was also moving rapidly towards cashless trading — shifting from a roughly equal cash and card split pre-Covid to approximately 90% card payments today, robust, uninterrupted connectivity had gone from being important to being operationally non-negotiable.
What Fusion Put in Place.
Fusion implemented a solution built around how Poms actually operates rather than a standard package. The core elements were interconnected landlines across all three sites, so that if one venue was busy a guest call could be picked up by another; upgraded broadband and Wi-Fi infrastructure that could handle multiple simultaneous users without dropouts; and business mobiles for the senior management team, ensuring James and his team could stay in contact with chefs, suppliers, and all three sites throughout the day.
The migration itself was handled by Oli and described by James simply: one day it worked, the next day it worked but better. No downtime, no disruption to service.
The Difference It Has Made.
A business that can run on card
The shift to a largely cashless model has been one of the most significant operational changes at Poms since Covid. It reduces the risk of theft, removes the administrative burden of cash handling, and eliminates the cost and inconvenience of procuring change from the bank. That shift is only viable if the underlying payment infrastructure is completely reliable. Fusion’s upgraded connectivity made it possible.
Bookings and revenue
With all three sites interconnected, guests who cannot reach one venue are automatically routed to another rather than hitting an engaged tone and moving on. For a hospitality business where bookings drive revenue, the difference is tangible.
Operations that actually work
Every element of the Poms day-to-day operation depends on connectivity. Staff clock in through digital rotas, serve customers on iPads, and manage orders through kitchen screens. The Wi-Fi that once dropped out under the pressure of a full service now handles it all without interruption.
Support from people, not a call centre
For James, one of the clearest differences between Fusion and what came before is the relationship. Previous providers were faceless and slow. Fusion is local, responsive, and treats Poms as a business worth knowing rather than an account to manage.
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.”
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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.