The Challenge:
In the early years, the relationship was largely transactional: RTS supplied connectivity and IT support, Stonegate used it and business moved on. But as Stonegate’s infrastructure became more complex, and the company pushed for operational excellence, this approach no longer sufficed. With hundreds of venues, multi‑site connectivity needs, guest‑facing systems, and high expectations around uptime and user experience, Stonegate needed a partner who would be embedded into projects from the start, understand their vision and deliver proactively.
Enter RTS, ready to move from reactive support to strategic integration. In particular, key inflection points such as the arrival of senior IT leadership in 2013 signalled a shift and RTS responded accordingly, recognising the need for deeper collaboration and a more forward‑looking model.
The Solution:
RTS transformed the way they worked with Stonegate: no longer simply responding to tickets, they became part of the fabric of Stonegate’s IT decision‑making. RTS gained early involvement in major projects, such as the nationwide Wi‑Fi rollout across Stonegate locations in 2015. By integrating monitoring systems, service‑desk escalation practices, and structured governance, RTS enabled Stonegate to move from fragmented infrastructure to an integrated, scalable ecosystem.
With transparent communication, ownership of incidents, and continuous learning embedded into the partnership, RTS helped Stonegate reduce risk, improve reliability, and plan for future growth with confidence.
The Results:
The transformation of RTS’s role within Stonegate has delivered clear, measurable results - both operationally and strategically. By becoming a fully integrated IT partner, RTS has helped Stonegate move from reactive IT firefighting to a streamlined, future-ready technology model. Key outcomes include: Shift from transactional to strategic partnership Nationwide guest Wi-Fi rollout Improved marketing opt-in rates Extended, responsive support Consistent service improvements Futureproofed network infrastructure This long-term partnership continues to evolve, with RTS playing a key role in enabling Stonegate’s digital ambitions, delivering peace of mind behind the scenes, and keeping thousands of pubs, bars and venues connected — day in, day out.
RTS is now involved from the outset of major projects, helping shape infrastructure strategy alongside internal stakeholders.
Delivered to hundreds of venues with proactive management, brand integration and customer data capture functionality.
Through the RTS + Fydelia guest authentication platform, Stonegate increased Wi-Fi marketing consent from 20% to 67%, directly feeding into CRM and marketing platforms.
RTS operates a 7-day Service Desk, 8am–11pm, aligned with the hospitality sector’s operating hours — ensuring venues get support when it’s actually needed.
Regular service reviews and transparent incident ownership have strengthened trust and improved service quality year on year.
Including direct internet access (DIA) and upgraded hardware across all sites, supporting high guest usage and internal operations.
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