6 Steps to a Successful POS Implementation
- WHAT'S INSIDE
HT ROADMAP: 6 Keys to creating a framework for strategic POS selection.
* EXECUTIVE ROUNDTABLE: Agilysys Offers Keys to Understanding the Importance, Benefits and Best Practices of POS Integration
* TECHNOLOGY SHOWCASE: Citizen Systems America Compact POS Printer: CT-E351 Offers Stylish, High-Performance Printing
* CASE STUDY: Revel Systems POS Technology Supports 1100 Group’s Goal
The point-of-sale (POS) system has become the central artery for all businesses —restaurants included. It is no surprise, then, that the POS is now a top priority for restaurant technology investment and planning. According to Hospitality Technology’s 2018 POS Software Trends Report, about half of operators (49%) intended to add new functionality to POS software in 2018 and 32% planned to install a POS from a new vendor.
Savvy restaurant operators also acknowledge the role of POS hardware in supporting the business from improving customer interactions, convenience and service.
Consider the interface with the customer. This can be manipulated in several ways, and the correct implementation will allow for better flow at the POS, can provide a more personal experience and even remove human interaction — and its variability— from the equation. Citizen Systems (www.citizen-systems.com), cites examples such as self-service kiosks for order entry and payment, including transaction receipt printing; queue-busting through order-taking, also including payment and receipt printing; and “hot zone” (mobile POS) implementations for high-traffic areas and/or busy periods.
POS selection and implementation cannot occur in a vacuum. “Without the right hardware, no software investment can be maximized, and business goals will be difficult to attain,” says Jarrod DellaChiesa, president of hospitality consulting firm DellaChiesa Hospitality (https://dellachiesahospitality.com). To ensure that these initiatives do not fail to deliver on expectations — or fail completely — restaurants must identify and execute key steps to structure a POS implementation or upgrade.
STEP FOUR: ADDRESS CRITICAL ISSUES
Hardware Considerations
- Aesthetics and construction. The look and feel of any piece of POS hardware should suit the environment. For instance, a larger, bulky POS terminal will seem out of place in a fine dining establishment. Purpose-built hardware, such as ruggedized, restaurant-grade tablets, could be a preferable option to consumer-grade counterparts because the units can withstand the rigors of restaurant use, according to Agilysys.
- Legacy versus non-legacy. Legacy systems typically require more memory, a higher-performance CPU and larger hard drives because the front-of-house, back-of-house, and POS databases may reside on the terminal. More “modern” POS systems have fewer requirements for the local hardware because many processing requirements are handled in the cloud, making the application that resides on the POS terminal far less dependent upon the CPU and memory.
- Scalability. The more scalable the configuration, the higher the POS system’s potential to support future growth.
- Caliber of POS peripherals. Citizen Systems recommends assessing POS peripherals for four elements that will keep the business running and provide a quality experience for end-users and customers alike. Connectivity of the network and payment devices, and possibly centralized device management, tops the list. Also imperative are quality construction, ease of interface and suitability (i.e., the device suits its purpose and “plays well” with other peripherals). Any peripheral should not only do the job and feature quality construction; it should also have the capability to “flex” with application needs and fit within the budget so that technology costs need not be passed on to guests.
- Intuitiveness and ease of use. This is also a consideration for software and is imperative to obtain the level of employee “buy-in” needed to maximize the overall investment.
Software Considerations
- Compatibility with hardware. Some operators are so eager to move ahead with software implementations and upgrades that they neglect to ascertain whether the solution they are thinking about implementing is a match with the POS hardware in their technology toolbox.
- Integration and syncing options. Integrating the POS with a kitchen display system (KDS) eliminates problems associated with manual order entry and lost tickets. It also saves preparation time by allowing order components to be easily split among stations, in turn speeding orders to customers and enhancing the guest experience, points out Onosys (www.onosys,com).
Similarly, integrating the POS system with the inventory control system so that ingredient quantities are adjusted according to consumption decreases the likelihood of running out of ingredients (and disappointing customers). Syncing online and mobile ordering systems with the “in-store” menu provides a consistent customer experience across all channels. Additionally, when menus are synced, specials that are being promoted in the restaurant can be effortlessly promoted via other channels and customers are never erroneously informed that an item is available online or via the app when it is unavailable “in-store,” heading off disappointment.
STEP FIVE: IMPLEMENT AND TRAIN
Rather than rushing into an implementation to get up and running as fast as possible, take the time to understand the technology in order to reap the maximum value from it. Speeding through installation and skimping on or skipping training won’t save money and will result in an inability of end-users to get the job done in the optimal amount of time.
Set and meet milestones. The most successful POS implementations occur when operators and vendors alike are invested in the success of the installation and agree upon, as well as work together to meet, installation milestones, according to Agilysys.
Constant communication. Vendors and operators must consistently communicate how milestones are being met and remain candid about any problems as soon as they surface. Allowing even the smallest glitches to “fester” because they seem inconsequential will only leads to problems that are more significant later on.
Collaborative “weaning.” Agilysys’ approach to transitioning ownership of the live production system to the operators involves a multiple-phase process in which the vendor’s team in the first phase, takes a hands-on approach to assisting the staff with the live production system. In the second phase of on-site assistance, the vendor’s team is more hands-off and less obvious, allowing staff to use the system with confidence. In the third phase, the team is behind the scenes, and only answering calls from managers.
STEP SIX: PLAN FOR THE FUTURE
Planning should begin prior to implementation or, at least, as soon as possible after the POS system and its components are in place. Determine how long hardware will be retained. According to vendors, the average lifecycle is five to seven years. This estimate can change depending on many factors including what potential hardware upgrades the future may hold as well as operational changes that may need to be made in the next few years. These changes can include everything from new store openings and the introduction of new concepts to the addition of new capabilities, such as mobile ordering or collaborating with third-party delivery services.
EXECUTIVE INSIGHT
What best practices should restaurant operators follow in integrating table reservations systems with POS systems?
LAVETI: It’s not uncommon to believe everything is done once the table reservations system is up and running, but that’s just the starting point. This is true even though it takes much time and thought to actually get there — from determining which data you want and getting all parties talking to creating the project plan, training staff and testing systems. Post-implementation, however, it’s important to provide staff training and monitor performance regularly. The overall goal is to maintain open communication with the solution provider to understand any potential developments that may improve staff workflows.
What are some of the most recent trends in how operators are leveraging POS technology—or should be?
LAVETI: Today’s POS technology is more than just a means of completing sales transactions. With each transaction, the POS is capturing information that can be used to improve business. One of the more obvious data points is inventory detail. Whether they are reconciling items in stock or tracking items that aren’t selling and those that are selling well, this is intelligence that helps operators make data-driven decisions about their guests’ preferences and purchasing habits.
TECHNOLOGY SHOWCASE
TOP 5 INNOVATIVE FEATURES
- Front paper exit prevents damage from moisture or foreign objects
- Designed for space savings, with ultra-compact footprint and durable, flat surface for stacking light objects as needed
- Accommodates multiple paper widths (58 mm and 80 mm)
- Drop-in paper loading allows quick, easy media changes
- Mobile POS-ready
Citizen Systems America is a leading provider of printing solutions for POS, restaurant, retail and many other key application areas. Citizen focuses on developing and delivering best-in-class, high-quality product that is aesthetically pleasing and provides key value to its customer. Designing and delivering products loaded with integration-friendly design language — as well as the features needed to enhance ease of use for its customers and ensure a delightful end-user experience — continues to be mission-critical for the company.
“Citizen is focused on providing products that enhance the POS and hospitality experience for the end-user,” said Glenn Williams, vice president of sales and marketing for Citizen Systems America. “Products in Citizen’s thermal receipt line-up allow flexibility to the hospitality end-user or retailer in serving their customers and are built to serve them for many, many years.”