The challenge

A/S Lido, a well-known restaurant chain, was facing increasing challenges in adapting to modern customer behaviors and shifting industry trends. The existing order management system, known internally as PCRM, was a custom-built legacy platform that had become outdated both technologically and functionally.

Some of the main challenges are:

• The system is technologically obsolete, making maintenance inefficient and unreliable.

• It causes frequent disruptions that impact business continuity.

• The user interface is complex and unintuitive, increasing the risk of user errors.

• The shift in consumer habits toward delivery services like Bolt and Wolt makes it harder to rely solely on in-person dining or direct channels.

The solution

We carried out a full audit of Lido’s restaurant operations and the PCRM system, including stakeholder interviews, system analysis, and technical/business evaluations. Key outcomes:

• A detailed technical specification (business + IT)

• Clear recommendations focused on sustainability, integration, and scalability

• A functional blueprint outlining both current and new features

The analysis showed that the existing system no longer meets Lido’s needs. We recommended developing a new custom-built PCRM system using a widely supported technology with at least 5 years of vendor support. Multiple implementation strategies were evaluated with emphasis on usability, flexibility, and long-term growth.

The Results

The project delivered a clear, actionable strategy for Lido’s digital transformation, built on a comprehensive understanding of business needs and system limitations. The outcome included a detailed technical specification, a future-proof functional blueprint, and a well-defined development roadmap for a new order management platform. These deliverables now serve as a strategic foundation for modernizing Lido’s digital infrastructure - enabling informed decision-making, reducing future implementation risks, and aligning technology investments with long-term business goals.