Case Study

The Faltering Fallback, North London

Overview

In 2020, The Faltering Fullback, a much-loved pub of Finsbury Park in North London, needed a simple, reliable way for customers to order and pay from their tables.

The popular venue features:

  • A large live music and sports events room
  • A stunning multi-level garden
  • A Thai kitchen serving food seven days a week

With multiple spaces operating at once — and a relatively small bar area — service efficiency was critical.

That’s where PLATE came in.

The Challenge

Before PLATE, customers wanting food from the Thai kitchen had two options:

  • Catch the attention of busy floor staff
  • Queue at the bar to place an order

At peak times, this created:

  • Long bar queues
  • Frustrated customers
  • Missed ordering opportunities
  • Operational pressure on staff

The size and layout of the venue amplified the problem. With customers spread across multiple levels, the garden, and the events space, traditional table service was inefficient and costly.

The PLATE Solution

PLATE introduced a seamless order-and-pay solution, allowing customers to:

  • Order food and drinks directly from their phones without having to download an app
  • Pay instantly using Apple or Google Pay
  • Have food delivered straight to their table

No queueing. No flagging down staff. No friction.

We didn’t just install software — we worked closely with the pub team to tailor the solution to their venue and operational flow.

Together, we developed:

  • Venue management controls to handle busy periods and events
  • A digital club membership feature to strengthen customer engagement
  • A setup optimised for both the garden and events space

The Results

Increased Revenue

  • Customers can order additional rounds without leaving their table
  • Bar queues no longer limit sales
  • Food ordering from the Thai kitchen became significantly easier

Reduced Staffing Pressure

  • No need to employ dedicated floor staff solely to take orders
  • Staff can focus on delivering great service rather than managing queues

Improved Customer Experience

  • Faster ordering
  • More convenience
  • A smoother experience during busy live music and sports events

PLATE continues to support the pub, evolving the solution as their needs grow.