At KateMedia, we believe that hospitality technology should never come at the expense of human connection, it should enhance it.
That philosophy is at the heart of our partnership with Heavenly Desserts, one of the UK’s fastest-growing dessert dining brands. Following a successful trial, the brand rolled out KateMedia’s Order, Play & Pay solution across its national estate, a decision driven by clear data, tangible operational impact, and a shared vision for a more seamless guest journey.
In a recent conversation, Manny Costin, Managing Director of KateMedia, sat down with Wesley Williams, Global Operations Manager at Heavenly Desserts, to unpack the journey from early challenges and trial insights to national scalability.
Manny (KateMedia): Before the trial, what challenges were you hoping KateMedia could solve in your restaurants?
Wesley (Heavenly Desserts):
“Our goal was simple: make our partners’ lives easier, but not at the expense of the guest journey. We wanted to enhance suggestive selling in a natural way, without hindering the flow of service. The technology needed to feel intuitive and create a positive experience for both the guests and the team.”
From the start, Heavenly Desserts’ leadership team was clear about their vision: technology should simplify, not complicate. They wanted a partner who understood how to use digital tools to elevate both efficiency and experience a combination that’s often difficult to balance.
For operators, this highlights a crucial point: the most valuable tech investments are not the flashiest ones, but those that fit seamlessly into existing operations while enriching the human touch that defines great hospitality.
Manny: In what ways did KateMedia’s solution reduce pressure on your staff or make service easier during peak times?
Wesley:
“When bottlenecks occur, especially during ordering, giving guests the ability to order themselves changes everything. It frees up staff to communicate more effectively and focus on the guest experience. The KateMedia tabletop devices take away a layer of complexity from day-to-day operations. Both the guest experience and the team experience improve, simply because the team has more time to do other things.”
This feedback reflects what many operators experience once automation is thoughtfully introduced: time is returned to the team, and that time translates directly into better hospitality.
Instead of firefighting during busy shifts, teams can engage with guests, manage tables proactively, and maintain energy levels throughout service. That balance reduces burnout, improves retention, and drives consistency, a key advantage for multi-site brands.
For executives evaluating new technology, this is a reminder that operational ROI isn’t just financial. When technology lightens the cognitive and physical load on your team, it drives culture, service quality, and long-term scalability.
Manny: What made you confident enough in the trial results to commit to a national rollout?
Wesley:
“Being a data man, it came down to the data. We looked at the key challenges we wanted to solve: firstly, improving suggestive selling, and secondly, reducing guest friction. When you analyse a traditional restaurant setup, staff spend a surprising amount of time just tapping orders into a pad. During that process, they’re not making eye contact or engaging with the guest, it’s a lost interaction.
For any operator, I’d recommend timing how long that process takes. It’s eye-opening. Every minute spent on manual input is man hours, it’s money, it’s labour, and it’s a missed guest moment. With KateMedia, we saw measurable savings in time and a smoother experience for guests. That’s why it’s scalable, especially for larger operators.”
Wesley’s insight reflects a shift happening across the industry: efficiency and empathy are no longer opposites. When the right systems are in place, operators can scale without sacrificing personal connection.
Heavenly Desserts’ rollout was carefully phased, with data driving each stage. From location to location, the results were consistent:
“When we looked at the numbers,” Wesley adds, “they simply made sense.”
For hospitality leaders, the Heavenly Desserts story offers a valuable lesson: the right technology doesn’t just automate processes, it creates time, enhances engagement, and builds scalability into the fabric of your operation.
As Wesley summed it up, the success of the rollout wasn’t just about installing devices; it was about rethinking how technology can enable people to do what they do best.
And as Manny notes,
“This partnership shows what happens when operators and tech providers share a vision, to make hospitality simpler, smarter, and more human.”
The partnership between Heavenly Desserts and KateMedia demonstrates how thoughtful integration can redefine operations at scale, balancing efficiency with elegance, and data with genuine hospitality.
For forward-thinking brands, this isn’t just a case study, it’s a glimpse into the future of dining experiences that feel as effortless for teams as they do for guests.
We are looking forward to doing business with you, and are ready to introduce you into the future of restaurant payment service
contact@katemedia.eu