As technology continues to thrive around the world, businesses need to reevaluate their offerings and operations. In retail, the POS is where the ‘business promise’ is realized by the customer. Today, it represents much more than a system to process purchases and can be used as a powerful tool to fulfill both customer and business expectations. So here are the key checks to be made before ringing in a new retail POS system:
Julia, a customer, approaches the POS terminal to complete her purchase. Paul, the cashier, feeds in Julia’s name or swipes her membership card to access her buying history. The system interface now displays her purchase patterns and past sale analysis. Paul makes recommendations basis the most frequent bought items, preferred modes of payment, and current offerings on her loyalty credits and identifies promotions to cross/up-sell. If a product is not available in-store, he views, ships and tracks products directly from other stores or the warehouse to Julia’s desired location. Through an integrated POS system, Paul accesses real-time enterprise CRM and inventory data, store sales reports, product performance and business analysis. It empowers him to fulfill customer expectations and thus drive demand optimally.
Consumer expectations are not just getting the right product at the right price at the right place at the right time, but also the right interaction and the right service everywhere! An omni-channel point-of-sale system streamlines business operations across physical and digital retail platforms. Customers value instant connect with the brand and staying informed, updated and engaged seamlessly across channels. So, while shopping in-store or on a smart device, they are greeted with personalized communication on products, prices and promotions. Retailers also manage multiple touch-points through a centralized supply chain and intuitive system interface. The capability to delight customers across multiple channels lends to a bigger market share and favorable social quotient. The sustained engagement and accessibility also fosters loyalty and distinction from the competition.
Often times, even the best shopping experiences are ruined by long queues at the checkout counters. In the age of instant gratification, the sight of a long waiting line would deter walk-ins and even lead to basket abandonment. Installing more POS terminals is an impractical solution in terms of added expense, floor space utilization and viability during low rush hours. mPOS technology extends the functions and capabilities of the POS system on smart devices, as an application. It helps in-store staff to approach the customers, consult them basis their CRM profile and conclude the purchase from anywhere in the store. The invoices are electronically transmitted with enough time left to receive valuable feedback from customers. Happy customers often spread the love to other prospects and drive demand. Saving in-store floor space and using cost-effective smart devices optimizes operational costs further.
Retail is growing, markets are expanding and opportunities are abundant. Considering the time it takes to set-up or upgrade enterprise technology software, it is essential to ensure the POS system is future-ready. It needs to be easily scalable and secure with the flexibility to adapt to different markets and industry dynamism. The ROI increases steadily with low administration costs and virtual system updates across the enterprise. The POS system processes are seamlessly automated across channels, providing centralized control. This helps deliver uniform brand experience, uncompromised customer service with complete operational visibility.
Implementing technology is a long-term commitment which requires equal collaboration between the solution partner and the retail organization. While a software vendor might support to the point of implementation, a solution partner will share business goals towards innovation, growth and profitability. It is vital to choose a solution partner who has created a solid foundation in the industry with the experience of working with retailers of similar size and scope of operation as you. Your investments are better protected with a company which has reached the scale to support you globally but keen on continual customer satisfaction to accommodate your unique requirements. The solution partner should be able to dedicate expert teams with in-depth best practices knowledge. This helps structure the implementation, training, consecutive project phases and support in line with the business projections.
Blog URL: https://www.etpgroup.com/omni-channel-fulfilment-is-the-biggest-retail-challenge/