Challenge: Enhance business through POS efficiency

In late 2009, with bar and bistro POS terminals showing definite signs of age, the club’s management, saw the opportunity to gain greater business efficiencies by introducing a POS terminal refresh program.

Even though the club was running advanced POS software on the terminals and in the back office, terminal performance was becoming so poor that it was having a negative effect on the entire system. Terminal speed was such an issue that sales data from the POS terminals had to be stored locally rather than transmitted immediately to the server.

Aside from the fact that there was an inability to generate up-to-the-minute reports, it also meant that if something happened to a terminal, it could very well result in the loss of important sales data. Adding further to the problems was that patrons were kept waiting while the terminals laboured under the demand of peak time service; and due to design flaws, the terminals had to be treated almost with kid gloves to ensure they were not subjected to spills.

Solution: Toshiba TEC and RSAPOS

Faced with those issues, the club requested its POS solution provider, RSAPOS, to propose new terminals. Rather than send through complex specification sheets, the team at RSAPOS gave an on-site demonstration of the Toshiba WILLPOS A20 integrated touch POS terminal.

Once the terminal was connected to the club’s network, RSAPOS ran it through its paces to give the staff and management first-hand experience in its use – and speed. “As soon as we saw the practicality of the terminal – the tilting display, hidden cables and high contrast display – we recognised it as a perfect fit for our environment,” says Operations Manager, Brendan Bates.

Within a month, the club’s two busiest terminals – those at the main bar – had been replaced with WILLPOS A20s.

More efficient service

Where it used to be common for patrons having to wait several minutes to be served at the bar during peak periods, the speed of the WILLPOS A20s has meant those delays are a thing of the past.

Now, when bar staff swipe their log-on cards, the terminals respond immediately. Similarly, when a member’s loyalty card is swiped, the previous system’s delay of several seconds is totally eliminated.

“Having instant response from the terminals means more efficient service for our patrons; and, importantly, a less stressful work environment for our bar staff,” Brendan states. “People might think that a delay measured in seconds isn’t all that much, but when you apply that to every transaction taking place in a high turnover environment, it soon becomes evident that cutting those seconds is crucial.”

Deep business insight

With the combination of WILLPOS A20s and RSAPOS software, the club has found itself better positioned than ever before to use a wealth of sales data to improve operational efficiencies. As each transaction occurs at the point of sale, relevant data, such as the bar staff member ID, sale amount, bar area and product, is captured and immediately transmitted to the backoffice server.

Using the software’s powerful reporting functionality, club managers can generate comprehensive reports that provide a full and accurate view of the club’s sales performance. At any time of the day they have the ability to see precisely what’s happening across the entire point-of-sale environment. This is important in helping identify if a particular area is experiencing high demand, then allow management time to adjust accordingly, creating a better overall customer service experience.

Advertising at the point of sale

One of the key factors in improving the club’s bottom line is keeping members and guests up to date with information relating to available facilities and special events. “In any business,” Brendan says, “it’s crucial to encourage customers to take full advantage of existing services. In our case, we’re able to achieve this with much greater effect through use of the Toshiba TEC terminals’ customer-facing display.”

Using in-house developed ads created with Microsoft PowerPoint uploaded to the back office software, the club is presenting patrons with information on specials and events every time they walk up to the bar.

“From improving customer service through to enhancing operational efficiencies, there’s no doubt that the Toshiba POS terminals are among our most important business tools.”

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