The client
Ringtons is a fifth-generation, family-owned tea and coffee business, founded in 1907 and now turning over close to £100m. With over 200,000 doorstep customers, a growing eCommerce channel, and significant B2B and white-label operations, Ringtons is a complex, multi-channel business built on strong heritage and loyal customer relationships.
The challenge
After several costly technology missteps, Ringtons knew they needed experienced, commercially minded technology leadership, but without hiring a full-time CIO. Legacy systems, particularly around the doorstep operation, were no longer fit for purpose. Card payment devices were unreliable and expensive, integrations were fragile, and there was limited governance around projects, cybersecurity, and IT service management.
Ringtons engaged Freeman Clarke Principal Michael Barker to define a clear technology strategy, rebuild confidence in IT, and lead a major transformation centred on a new omnichannel doorstep solution.
What Michael did
Michael began by setting out an IT strategy and five-year roadmap, with clearly costed benefits and a realistic delivery plan. He then focused on three core areas:
- Stabilise and de-risk
- Led the migration from legacy card machines to new devices that work better in low-signal areas and save around £20k per year.
- Drove cybersecurity improvements, achieving Cyber Essentials certification and initiating replacement of unsupported firewalls, switches, and servers.
- Introduced a new IT service desk (ManageEngine), moving away from email-based support to a structured ticketing system, improving response times and resilience.
- Build capability and governance
- Defined and recruited a Head of Business Analysis and Change, a pivotal role now driving requirements, documentation, and project governance across the business.
- Supported and mentored the internal IT team, helping define competencies, shape PDRs, and embed better ways of working.
- Created and rolled out key policies, including an AI policy and data/GDPR training for teams and future DPO responsibilities.
- Shape and secure the future platform:
- Led a rigorous selection process for a new ERP/doorstep solution, starting from high-level requirements and evaluating more than 20 potential solutions and partners.
- Guided Ringtons to select odoo, with Smart IT as implementation partner, as the core platform for a new omnichannel doorstep solution, saving around £500k versus earlier bespoke proposals.
- Provided full commercial analysis, risk mitigation, and Board-ready materials to secure stakeholder buy-in after a long and complex decision-making process.
Outcomes and impact
- A major strategic programme is now signed off and under way, to provide a scalable, modern platform to replace legacy doorstep systems and form the foundation for future phases.
- Tangible cost savings from payment provider and card machine changes, plus an expected £25k annual saving from the new payment provider.
- Stronger cyber posture, with Cyber Essentials achieved and a clear path toward Cyber Essentials Plus.
- A more capable, confident IT function, with better governance, clearer roles, and improved service levels.
Looking ahead
Over the coming months, Ringtons will roll out the new doorstep solution, consider replatforming other legacy systems and provide solutions for improving production and B2B efficiency. With Freeman Clarke’s ongoing leadership, technology is shifting from a perceived cost centre to a strategic enabler, supporting Ringtons’ ambition to honour its heritage while also building a modern, digitally enabled future.