Articles
Migrating To Customer-Centric Point Of Service
April 28, 2008
•Market Research: Migrating To Customer-Centric Point Of Service
This report focuses on the Best-in-Class retail methodology of upgrading legacy Point of Sale (POS) or Point of Service (POS) to the next generation POS processes that can support seamless order management, loyalty and guided selling, and faster payment acceptance. These are imperative for creating customer service efficiencies in a hyper-competitive retail environment.
Retailers have implemented Point of Sale (POS) systems to increase store productivity, gather more information, and reduce cost of operations. However, due to the continued expansion in the cross-channel selling environment, POS technology has to move beyond the traditional objectives of store productivity and cost of operations. POS has to transform towards providing customer satisfaction and revenue growth in the stores.
Aberdeen's global survey of 175 retail companies in January 2008 has revealed that at least 60% of retailers have POS systems that are older than five years. Out of the 60%, 35% of retailers currently use POS systems that are older than 10 years. This has created a large gap in the retailer's objective of delivering improved customer satisfaction at POS. The reason for this gap is the outdated POS process resulting from a lack of standardsbased migration in software, hardware, and peripherals towards next generation POS systems. This report focuses on the Best-in-Class retail methodology of upgrading legacy POS to the next generation POS processes that can support seamless order management, loyalty and guided selling, and faster payment acceptance - which is imperative for creating customer service efficiencies in a hyper-competitive retail environment.
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