Integrating People, Process And IT. - RPE Solutions

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Integrating people, process and IT.Eight Step Checklist for Retailers Making the Moveto a New POS SystemFor many years, point of sale was simply a process to sell products to a customer and capture payment. As morefunctionally was needed, retailers added applications to existing systems. In most cases, these functions were boltedon to an older application, rather than being properly integrated into the system. The temporary solutions oftencaused more agony in the long run with high customization costs andongoing integration issues. To meet today’s business demands, manyHowever, retail executives often have little experience evaluating andSteps to ReviewWhen Selecting aPOS Systemselecting these more integrated and omnichannel POS systems. Many1. Develop a Software Roadmapcompanies have come to terms with the fact that they must replacetheir aging system.retailers remember POS implementations taking years to completewith complications and budget overruns. That’s no longer the case.Today’s best practices for POS software implementations havedramatically improved with quicker implementation times and morefunctionality.2. Outline a Hardware, Platformand Infrastructure Roadmap3. Assess Tender and PaymentAuthorization4. Review Ease of ManagementFrom empowering associates with mPOS and allowing customers to5. Evaluate Basic Functionalityorder online and ship from store or pick up in-store, to improvingsecurity and EMV payment authorization compliance, today’s POS6. Understand ModernFunctionalitysoftware improves the ability to manage new processes, maximize7. Address Security Concernssales and increase customer engagement. Whether evaluating your8. Estimate Costs and ROIexisting POS system to determine if it is time to make a change orselecting new point of sale software, make an informed decision byfollowing this timely checklist. Choosing the right POS platform to meet today’s business demands will benefit you nowand well into the future.1. Develop a Software RoadmapBenefit: Accommodate future retail industry requirements and company growth plans.A software vendor should be committed to continuous improvement of its retail software offering and be able toaccommodate future retail industry requirements as well as support internalgrowth. Developing a software roadmap where all third party applicationsare identified provides a complete understanding of the software’s scalabilityand expansion capabilities and the vendor’s support and maintenance. Thisadvance research and roadmap helps to avoid any surprises later in thePOS process. Be sure the roadmap also includes backup requirements anddisaster recovery steps for all software.STEP 1Benefit: Accommodatefuture retail industryrequirements andcompany growth plans.To begin, evaluate all third party applications required to support the pointof sale system, such as database application, payment applications, Java and messaging systems. For example, if Java 2017 Retail Process Engineering, LLC. All rights reserved.1

Integrating people, process and IT.is used, examine how the POS application and vendor will respond when Java updates are created. If newer versionsof the supporting applications are not supported, determine the impact to PCI compliance, especially regarding vendorsecurity patches.Explore and understand scalability and expansion capabilities. Applications should support scalability as the companyexperiences growth and provide a comprehensive suite of retail applications. Roadmap what costs may be involvedwith expansion growth, such as additional servers, load balancers or other hardware.Maintenance that provides meaningful vendor support, aiding responsiveness and time to resolution, is essential. Besure to understand and include in the roadmap future upgrades that are provided under the maintenance plan.2. Outline a Hardware, Platform and Infrastructure RoadmapBenefit: Avoid disruptive and costly upgrades and ensure POS interfaces with other key systems.In developing this roadmap, consider the platforms the applications will run on, implementation costs and the supportcosts from each vendor. This should include items such as communicationports, 64 bit, multi-core CPUs and operating system upgrades. While someSTEP 2platforms may seem relevant today, there may be concerns about futureBenefit: Avoid disruptiveand costly upgrades andensure POS interfaceswith other key systems.hardware and availability of knowledgeable personnel to continue long-termsupport. Peripherals and connectivity protocols change over time, and thevendor must be willing to update the application as necessary.Store systems require a number of interfaces to other systems. Theseinterface points should be reviewed and included in the roadmap to ensure they adequately fill business needs. Host Systems - Merchandising, Financial, Payment Customer Relations Management Unified Commerce Applications Tax Applications Human Resources / Store Personnel Accounts Work Force ManagementDetermine the network infrastructure that will be required by the POS applications and all supporting processes. It’svery important that a customer sale can be completed regardless of the network status at a store location.3. Assess the Tender and PaymentAuthorization ProcessBenefit: Meet PCI compliance and EMV requirements while protecting thebrand and preventing potential data breach.Any POS system change should include a full review of the payment process.Many older POS systems need to be replaced or upgraded for the newSTEP 3Benefit: Meet PCIcompliance and EMVrequirements whileprotecting the brand andpreventing potential databreach.payment options, including EMV (Europay, Mastercard, Visa). Also known as 2017 Retail Process Engineering, LLC. All rights reserved.2

Integrating people, process and IT.chip and pin, EMV has been in use around the world, except for the United States. It was designed to reduce fraudcaused by counterfeit cards.New options should be carefully considered such as upgrading to an end-to-end encryption (E2EE) process that wouldremove most of the merchant’s exposure. Tokenization and multi-currency requirements should be considered, suchas currency exchange rates and Canadian penny handling.Mobile payment acceptance may also be a reason to update a POS system. There are strong indications that this isbeing well accepted by customers. Mobility also brings a need for system security improvements to ensure that anywireless networks or devices are properly installed and configured.4. Review Ease of ManagementBenefit: Provide real-time data to stores for greater accuracy while reducing support costs.Review ease of management to determine what processes should beavailable centrally, what support will be required for this capability andSTEP 4what exposure may occur because of the central applications. A verticallyBenefit: Provide real-timedata to stores for greateraccuracy while reducingsupport costs.integrated solution translates into “less moving parts” for ease ofmanagement, resulting in greater accuracy and reduced support costs.Processes to consider include: Real-time data to stores that provides reduced issues, greaterdata accuracy and minimal supportHuman Resources, including employee user and password controls, along with ability to lock or unlockusers centrally Return validation capability Parameters, options, configuration settings and how these are changed centrally and how are theyapplied to the store system Payment configuration settings such as merchant ID, URL Maintenance of PCI compliance and security System upgrades Standard alerts at various levels of data flow to reduce manual monitoring, ensuring new product andprice data is available and sales performed are sent to the hostCare should be taken to review how the POS application will operate when network connections are down. Questionsto ask may include how the store system is updated for new product data from the host, how the payment processflow works while offline, and how the sales from an offline transaction will be uploaded to the host, once back online.5. Evaluate Basic FunctionalityBenefit: Smooth process flow ensures a good fit for today’s business needsand in the long term.Most current POS systems provide basic functionality, but what are the mostSTEP 5Benefit: Smooth processflow ensures a good fit forbusiness needs today andin the long term. 2017 Retail Process Engineering, LLC. All rights reserved.3

Integrating people, process and IT.important modules for your business, and how are those processes handled? The following are some of the basicfunctionalities that should be evaluated to ensure business needs are met today and well into the future.Basic FunctionsBack Office Search and lookup capabilities Corporate reporting Customer capture and management Store reporting Pricing and discounting Labor management Voids and corrections Training mode Refund handling Loss prevention/audit Tax Tender paymentInventory OperationsExtended Functions Associated store on hand Online order inventory flow Sale commissions Store replenishment Layaway Transfers Special Order Receiving Send Sale/Pickup Physical inventory Online order handling6. Understand Today’s Modern FunctionalityBenefit: Provide management more pricing options and customer relationstools to improve business, drive sales, and build brand loyalty.Centralized customer management, loyalty programs and clienteling canprovide a differentiated shopping experience. Knowing your customer is a“must have” to build brand loyalty. Determining your approach to customerinteraction is extremely important when choosing a store system to ensure itcontains the desired modules to meet your needs.STEP 6Benefit: Providemanagement more pricingoptions and customerrelations tools to improvebusiness, drive sales andbuild brand loyalty.Learn how your new point of sale system will handle: How customer data is captured and shared Available loyalty programs Customer pricing capabilities, such as tailored promotions, discounts or services Access to browse purchase history, return tracking Consistency across the brandConsider the following points:Pricing CapabilitiesEase of use for creating deals with support for the type of deals desired and the ability to update the price isnecessary. Some of the considerations are the handling of regular price changes, BOGO, free gift card with purchaseand customer specific pricing. 2017 Retail Process Engineering, LLC. All rights reserved.4

Integrating people, process and IT.Mobility CapabilitiesMobility influences many customers’ purchase decisions, but mobility can mean different things to different people. Itis important to define specific business needs and requirements. Here are ways mobility applications/hardware mightbe used and defined. Product research tool for sales persons Search and select merchandise Rebates and coupons Payment for merchandise or services Lane busting Loyalty programs Shopping apps Wi-fi for customers Push notifications Employee assisted selling, customer service Targeted messages based upon previous purchasesFocus on Omni-ChannelVerify that the POS application has the ability to purchase, order, and send products from any location, including thee-commerce store. Typically, an e-commerce site is seen as just another location for on hand lookup, transfers andproduct shipping. The following are points to review: One version of the truth – product information, customer profiles, transaction data, and ordermanagement across all channels Distributed Order Management (DOM) – between stores and between stores and the web Inventory visibility, endless cart Buy on line, return to store Buy on line, ship from store or pickup at store7. Address Security ConcernsBenefit: Meet compliance requirements, prevent user errors and reduce the loss prevention footprint.Review the current system and any prospective system for security gaps.Consider customer data, the process flow and storage. Especially evaluatethe payment processes to ensure that sensitive data is not stored. Ifstorage is required, be sure that encryption is used and key management isperformed properly. If tokenization is used, determine the type of controlsthat are used and how the token is handled.STEP 7Benefit: Meet compliancerequirements, preventuser errors and reduce theloss prevention footprint.Be sure to check the user access rights required on the store systems.Administrator level credentials should not be required or used at the storelocation. Remote access by corporate users or third party support teams should be carefully designed, monitored andmaintained. Many of the recent breaches have occurred using accounts that were not properly set up or maintained. 2017 Retail Process Engineering, LLC. All rights reserved.5

Integrating people, process and IT.Many merchants are providing wi-fi access for customers. While this can be helpful in many ways, it also adds a needto keep this network properly separated from the payment authorization network to prevent unauthorized access tosensitive data.8. Estimate Costs and Understand What’s IncludedBenefit: Ensure ROI is controlled during the system selection, design and implementation process.Costs of upgrading or replacing a POS system can vary greatly. Check for license fees, maintenance and supportfees, payment processing charges, and other application licenses required (such as database applications, centralizedmanagement tools, utilities, etc.).Implementation costs should also be considered. Determine how difficult theSTEP 8application will be to roll out to existing and new stores, how challenging itBenefit: Ensure ROIis controlled during thesystem selection, designand implementationprocess.may be to apply updates later, and any other management costs associatedwith the implementation.Support costs can be difficult to assess early on. If specialized training orknowledgeable people are required, determine ease of obtaining or retainingthese technicians. 2017 Retail Process Engineering, LLC. All rights reserved.6

Integrating people, process and IT.POS System Review ChecklistIf you have been frustrated with the functional limitations of your current Point of Sale system and are consideringan upgrade or replacement, begin the evaluation process by identifying key requirements in the Module column andcomparing your current system with today’s newer functionally-rich systems. Check off if your current system and thenew system under review provides these requirements. Reviewing these key areas will help you identify a new Point ofSale solution and desired applications to meet your business needs today and into the future.ModuleCurrentNewSystem SystemRequirementsSoftware RoadmapSystem is current and application is not reaching end-of-life with no roadmap.Required third party applications are current versions and supported.Supports future retail industry requirements and enhancements by a vendor committed to continuous improvementof its retail software offering.Meaningful vendor support provided with language and culture that aids responsiveness and speeds time to resolution.Future upgrade builds included in maintenance.Maintenance or licenses that are supported and enhanced.Supports scalability as company grows; provides a comprehensive suite of retail applications.Platform and Infrastructure RoadmapCurrent and future hardware and OS upgrades are supported, such as communication ports, 64-bit and/or multi-core CPUs.Interfaces to host, CRM, tax applications, human resources and work force management are supported.Network infrastructure and required bandwidth is provided.Payment AuthorizationPCI compliant or is not required.E2EE or P2PP is supported.EMV (chip and pin) is supported.Offline capabilities offered.Tokenization offered and type determined.Mobile payments supported.Ease of ManagementReal-time data to stores provides reduced issues, greater data accuracy and minimal support.Solutions are vertically-integrated for “less moving parts.”Central Management modules such as associates, security settings are available.Return validation and tender restrictions are centrally-controlled.Payment settings are offered.System upgrade is supported.Alerts and notifications tools available.Offline capabilities, product and price flow to POS and sales flow from POS to host available.Basic FunctionalityBasic functions are being met.Extended functions are being met.Back Office functions are being met.Inventory Operations are being met.Corporate reporting functionality for standard reports with ability to create or alter as needed available.Store reporting with functionality for automated reports and ad-hoc reports available. 2017 Retail Process Engineering, LLC. All rights reserved.7

Integrating people, process and IT.ModuleCurrentNewSystem SystemRequirementsModern FunctionalityPricing capability offers ease of use for creating deals and more options to improve business.Pricing capability offers customer specific pricing.Mobility enables managers to complete tasks faster, such as product lookup, inventory processes.Mobility includes queue-busting for periods of high-volume footfall traffic.Mobility offers kiosk functionality, enabling customers to perform their own product lookups.Customer module and loyalty programs available.Omni-channel has ability to purchase, send and order products from any location, including the e-commerce store.SecurityCustomer data is secure.Associate rights and controls are in place.Remote access requirements are defined.Wi-fi access is secure.Costs and ROICost to upgrade existing system is known.Maintenance and support costs are known.Implementation costs are known.Hidden support costs are known.Notes:Contact us today to learn more!RPE - Retail Process Engineering20537 Amberfield DriveLand O’ Lakes, FL 34638www.linkedin.com/company/rpe-solutionsRob Henneke813-490-7000 Ext. utionshttps://plus.google.com/ Rpesolutions/postsAbout RPEIn today’s changing retail landscape, RPE consultants and ITsolutions experts utilize years of experience to help retailersimprove the customer engagement, increase sales andimprove profitability. A leading retail consulting firm establishedin 1999, RPE’s innovative services include business processimprovement, package selection, strategic IT planning andsystems implementation. A secure Data Center provides cloudhosting, systems management and disaster recovery. Workingin partnership with JDA Software, Jesta I.S., Veras Retail, IBMand most leading software and hardware providers, solutionsinclude PLM, Souring and Demand, Merchandising, Planning,Allocation, Replenishment, DOM, DC Management, BusinessIntelligence, Mobile, Clienteling and Point of Sale.Visit www.rpesolutions.com. 2017 Retail Process Engineering, LLC. All rights reserved.

existing POS system to determine if it is time to make a change or selecting new point of sale software, make an informed decision by following this timely checklist. Choosing the right POS platform to meet today's business demands will benefit you now and well into the future. 1. Develop a Software Roadmap Benefit: Accommodate future retail industry requirements and company growth plans. A .

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