Integrated Order Management... your POS is killing your business!
Of all the opportunities multi-channel retailers exploit to improve their businesses, point-of-sale systems are typically the last to be considered. After all, most are nothing more than an adding machine and a cash drawer. ?It’s one opportunity for improvement that can yield almost magical results while ignoring it can kill your business.
Times used to be simpler. Things were less complicated. Customer expectations were relatively low. There were only 3 broadcasting companies, each signed off the air by 10 o’clock, and information about products was controlled by advertisers. You simply “ate” what you were “fed”.
My, haven’t times changed! Now anyone, anywhere, can get information about anything! Thanks to the Internet and social media platforms, people have a voice and they aren’t shy about using it. Which is why your point-of-sale system is as important as your catalog, call-center or web site. Customer expectations are very high and your point-of-sale must be a point-of-service.
In a recent survey by Human Technologies Global Inc., customers revealed that their experiences were unsatisfactory in most situations with most retailers. What does this mean? Customers expect a seamless, consistent, unified experience across channels. In order to achieve this, companies must empower all of their channels, including their point-of-sale systems, with the ability to deliver on this expectation.
Channels should:
- Share one view of the customer
- Have one set of guiding customer experience principles
- Allow easy escalation between channels
Is your point-of-sale merely a means of processing a financial transaction and getting product into the customers’ hands? Have you begun thinking about the service experience at your point-of-sale from your customers’ perspective? Does it provide one view of the customer, including purchase history, regardless of channel? Does your POS allow you to replenish out-of-stock items from the warehouse or drop-ship backordered items to a customer’s home or to the store for customer pickup? Does it allow a customer to purchase a gift certificate or gift card from your catalog, website or retail store and allow them to use it anywhere immediately? Does it handle AHI reporting requirements for vaccines?
Join us at SuperZoo University Wednesday, September 14 from 11- 12 noon and Thursday, September 15 from 8- 9am where we will be conducting a session titled “Getting the Most out of Your Integrated Multi-channel POS System” or at booth # 2761.Pet and Animal Health brands that trust MACH Software:PBS Animal Health, Horse Health USA, RJ Matthews, Dairy Health USA, Wendals USA, Jeffers Equine, Jeffers Pet, Jeffers Livestock, Jack’s Pets, Pet Solutions