Set in Soho – on one of London’s most popular shopping streets – Scotch & Soda has to do more than simply sell – it needs to stand out. And while the brand has established a global following thanks to its premium yet playful garments, which blend contemporary tailoring with vibrant prints and unexpected details, enduring success lies in its ability to offer something that goes beyond a product transaction.
As consumer habits continue to evolve, with many prioritising the speed and convenience presented by online shopping, the in-store experience must increasingly offer something different, as CEO Victor Barbosa and Operations Director Craig Herholdt know only too well. For Herholdt, it’s all about the atmosphere: “When people come here, we want them to feel welcomed. We want them to feel the vibrancy of the product and the staff. I think there’s a beautiful energy in the store, and we want to ensure that people can enjoy that.”
Customers are encouraged not just to shop, but to engage, discover and express themselves. For Scotch & Soda, delivering on an all-round experience requires more than a great product and passionate staff. It depends on systems that support and facilitate human connection.
Ironing out customer friction
Before adopting Square, the team worked with multiple point of sale (POS) systems, which were often, as Barbosa explains, “more laborious and more complicated”. That complexity had a direct impact on both staff and customers. In a fast-paced retail environment like Carnaby Street – where there’s no shortage of high-stakes competition – delays and inefficiencies at the till risk undermining the entire experience. Therefore, the team’s mission was to choose a retail POS system that could:
- Make transactions faster and more intuitive
- Empower staff with tools that are easy to learn and use
- Maintain a strong, personal connection with customers
Herholdt highlights the importance of this balance: “We’re very focused on the customer journey […] the human interaction is very important to us.” At the same time, the business needed robust back-end capabilities, such as inventory management, reporting, staff scheduling and customer relationship tools, to support growth and maintain control.
Threading it all together into a seamless shopping experience
With Square for Retail, alongside Square Register and Square Terminal, Scotch & Soda had an integrated ecosystem of tech that could handle behind-the-scenes complexity, freeing up the team to deliver a seamless experience on the shop floor. Barbosa recalls the immediate impact: “We were so impressed with how simple and efficient Square was from day one. It was really easy to use, really easy to integrate with our online system. It’s very user-friendly.”
Here’s how Square empowers Scotch & Soda to deliver exceptional experiences for its customers:
1. Interactive checkout
Herholdt says Square Register, which sits at the centre of the store’s setup, “looks great on the counter – it’s sleek and really fits into the look and feel of the Scotch & Soda environment”, but he also acknowledges it’s not just about appearance. That’s because its dual-screen functionality transforms the checkout into a collaborative, transparent interaction. Customers can see exactly what they’re purchasing and directly input their details using the front-facing screen, which reduces errors, speeds up transactions and enhances trust.
In addition to the Square Register, the team utilises Square Terminal, an all-in-one device for taking card and digital wallet payments and printing receipts. They plan to explore how Square Handheld devices could further enhance mobility, which is essential for a high-traffic location like Carnaby Street, where adaptability is key.
2. More data, better decisions
Beyond the shop floor, Square supports day-to-day operations in ways that directly impact team performance and morale. “In a normal working day,” says Herholdt, “we use Square for everything from general timekeeping and rota management to payroll.” By centralising these functions, administrative tasks are simplified and managers have clear visibility of staff hours and performance.
In addition, having signed up for Square for Retail through Plus, inventory management has become significantly more streamlined and data-driven. Herholdt shares their approach: “Inventory is counted through a cycle count on a consistent weekly basis, as well as a monthly full stock take […] which helps us keep track of best-selling styles and where to replenish when needed.” And with tools like smart stock forecasts and COGS reporting, the team can stay ahead of demand, ensuring the right products are available at the right time.
3. Building meaningful relationships
Customer relationship management (CRM) is about more than just collecting data; it’s about understanding customers, anticipating their needs and making them want to keep coming back. At Scotch & Soda, Square has transformed the way the team engages with shoppers, turning every interaction into an opportunity to build lasting loyalty.
Using Square POS, staff can capture customer details before completing a purchase, laying the groundwork for personalised engagement. Herholdt explains the difference this makes: “We know the customer’s name, which helps us interact with them more personally.” Even small touches like this contribute to a shopping experience that feels tailored, memorable and differentiated from the competition.
Moreover, using Square data, Scotch & Soda can personalise customer communication, for example, tailoring newsletters and product recommendations through email marketing.
The result?
In one of London’s busiest retail destinations, that connection has to hold strong even when the pace quickens and the shop floor fills. Thriving in that environment defines how Herholdt and Barbosa run the store. “You’ve got to be able to be tolerant with chaos […] and create opportunity out of that experience,” Herholdt reflects. As a result, every interaction is treated as a chance to engage customers meaningfully, even when the store is at its busiest.
Square plays a central role in making that possible. By simplifying transactions and streamlining reporting, it gives the team confidence in a fast-moving environment. “It creates such an easy customer journey for us […] and allows the consumer to walk away with a very seamless interaction,” Herholdt explains. Barbosa adds, “Square has helped us to simplify and speed up most of our processes at the till point.”
Thanks to Square, with that foundation in place, the team can hone in on the people, the product and the experience they create together.
