Where hope meets opportunity
Lovewell Cafe is not just a business; it’s a vital part of a charitable mission dedicated to empowering people from vulnerable backgrounds. Through its foundation, Lovewell provides support to women and men who are rebuilding their lives, offering opportunities for training, employment and entrepreneurship. It’s a place of transformation, where everyone’s journey is valued, whether they stay within the cafe or pursue placements in the community.
Business Type
Cafe
Customer Since
2022
Location
Brisbane, AU
Lovewell + Lightspeed
As a throughput cafe, with over 90 employees coming through their doors just last year, Lovewell needed a POS that went beyond basic functionality—it had to empower employees and boost morale, especially with the majority of the staff new to hospitality. It also had to significantly streamline operations in order to allow Lovewell to focus on its true purpose: offering a fresh start and creating lasting opportunities.
So we sat down with Annie Stonehouse – Executive Director at Lovewell Foundation and Lovewell Cafe – and Nikki Phillips, Manager of Lovewell Cafe, to find out how Lightspeed has supported the business over the years.
At a glance
Since switching to Lightspeed, Lovewell has:
- Simplified operations: intuitive platform allows new staff to quickly adapt, ensuring smooth service during peak times
- Made data-driven decisions: real-time insights help optimise staffing and profitability, reducing waste and improving efficiency
- Boosted team morale: performance tracking and friendly competitions foster a positive, engaged work environment
- Updated menus effortlessly: menu changes are fast and error-free, saving time and reducing stress
- Received expert support & training: ongoing support from Lightspeed’s consulting partner, OpenPantry
Simplicity
Keeping up with the people and the pace
Lovewell is a social enterprise – a stepping stone for people from vulnerable backgrounds. This translates to a constant turnover in staff. Last year alone, Lovewell welcomed and trained 90 employees, Annie shared. This makes it all the more important that every new hire feels comfortable and confident with the platform.
“It’s so easy to use…”
“...even my three-and-a-half-year-old grandson could figure it (Lightspeed) out.”
Weekends are no longer a scramble at the till, Nikki shared. The chaos of peak hours, once a stressful challenge, is now an enjoyable one.
“When you’re on the till during the rush, it’s actually enjoyable. You can process a sale in minutes—it’s quick, seamless, and you’re onto the next customer without missing a beat.”
Data that drives decisions
“No other platform has given us this level of visibility”
Whether it’s managing shifts, upselling to customers, or fine-tuning the menu, data has empowered the team to make decisions that drive results.
“It’s not just about being busy—it’s about being smart with every decision we make,” says Nikki.
Building team spirit & purpose
“They all got to do it, it was amazing to see.”
With their own unique codes, staff are more engaged than ever. With competitions like selling the most specials with each sale tracked and celebrated.
Nikki shared that a recent competition turned into a fun game, and the team loved it. The challenge brought energy, camaraderie and a sense of accomplishment, making work feel rewarding and boosting morale across the team.
Plus, “it made the weekend go a lot faster” Nikki shared.
New menu?
Nikki had seen the struggle of updating a menu firsthand when Lovewell’s previous manager had to input one on their old system. It took hours—she started at 3pm and ended at 10pm, she shared.
“Oh my god, this is going to be so time-consuming” Nikki recalls the dread. She even prepped the team, saying, “‘There will be issues, there always is, and we’ll fix them as we go.’”
To everyone’s surprise, inputting the new menu was far smoother than anticipated. In under two hours, it was ready to go live.
No stress
Still, on the day of the new menu’s launch, Nikki was bracing for a rough day. She had a notepad and pen in hand, ready to jot down any errors.
But nothing happened.
There were two minor errors, both due to an input error.
“The ease of the entire process blew me away,” Nikki says.
Knowledge with care
“I look forward to our chats every week.”
Lightspeed’s consulting partner, OpenPantry, works with businesses on how to get the most out of their platform. When Sean deVries went down to consult with the team, trust was key. For the team, Nikki explains, the cafe is a safe space. With Sean, that connection was immediate—even the more reserved staff came around quickly.
“It was so good to have someone that's done the role and has been in hospitality for so long...He shared so many ideas on how to improve things, speed up processes—it was invaluable,” Nikki says.
A final word from Nikki
“There's so much more to Lightspeed that we should be using that we haven't actually got started yet, but that's another chapter that I'm super excited to get into.”
— Nikki Phillips, Manager of Lovewell Cafe
