POS Systems: Customer SatisfactionBy David Strom | Posted 2008-11-26 Print
Point of sale systems can cut operating costs, integrate accounting systems, track inventory and improve supply chain efficiency. Well-engineered POS equipment can improve customer transaction times, save hours of accounting drudgery and help verify actual sales data.
Serving Up Customer Satisfaction
POS systems also can play a big part in either increasing or decreasing business sales and customer satisfaction, depending on the time it takes the POS register to ring up customer transactions. Take the Golden Spoon Frozen Yogurt chain based in Thousand Oaks, Calif. Long customer lines during peak summer months, inaccurate register transactions, disgruntled customers and disparate systems forced Rich Ferraro, owner of the local franchise, to look for more efficient and automated methods to solve his problems.
“I knew we had to increase our operational efficiency and speed up our order-to-purchase process, or customers wouldn’t return,” he says. “We had to replace our electronic cash registers because even our most experienced and efficient employees took two minutes or more to process a credit card sale.”
Ferraro called in CKS Business Solutions, a specialty VAR that had developed a POS system based on the Microsoft Dynamics Retail Management System, which was installed at Golden Spoon’s other franchises. The system integrated and automated the company’s POS needs, and, more importantly, the stores could add features when needed and train employees to use them.
“Now, transactions take a maximum of 20 seconds, and lines are shorter,” Ferraro says. “The new system is swipe-and-go, and it’s easier to train employees.”
POS systems can also be used to consolidate a variety of information into a single place. For example, Hayward, Calif.-based Star Arts, which offers art classes, uses a PayGo POS system as a consolidated database. “It has everything I need to run my business in one application,” says owner Suzanne Gayle.
“Sure, I could have developed my own Excel spreadsheets, Filemaker Pro databases and Word documents, but having the Paygosaas.com software—especially a Macintosh version—makes it much easier for me. It also keeps all this information much more secure. I even input the names and pictures of the caregivers that are authorized to pick up my students, and that eliminates any worries or uncertainties from my staff and my students’ parents.”
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