Even with an integrated system with a common CRM, product, stock and order database, the card processing systems are different.  The till systems do not use the internet card systems with the differences between pin entry in store and CV2 entry (and sometimes verified by Visa) online.

Someone mentioned that this was an issue when a customer returned goods to a store that had been bought online using Paypal, as the store system could not process a Paypal refund.

Having completed the selection and implementation of an integrated multi-channel solution, I found it interesting to look back at the diverse range of suppliers we investigated. Apart from integrated solutions and traditional EPOS suppliers who have a partnership with an Ecommerce platform supplier, there are Ecommerce suppliers who have developed an EPOS system for their Ecommerce platform. In addition to having integrated CRM, home deliveries, collect from store, multi-shipments (and therefore multi-payments) of orders, these Ecommerce suppliers are specialists in consumer facing web sites.

It will be interesting to see whether the user interface for the consumer on the web site becomes a more important criteria than the user interface for the till operator in these integrated systems in the future.

Over here retailers are just beginning to make use of the new more sophisticated mobile phones such as the iphone.  It is a tricky decision for retailers though. There is no standard technological platform as yet. Develop an app for the iphone and it won’t work on the other devices which are out there.

Retailers such as Ocado and Oasis have developed iphone apps but perhaps the most savvy approach is that being adopted by Tesco. Tesco is opening an API up to developers and allowing third parties to develop apps for their faourite devices. This will allow both commercial organisations and enthusiasts to develop applications for any mobile device and interface with Tesco website. At the moment this includes searching for a product and adding it to a basket.

How great to be able to finish a packet of something, scan it with you phone and add the item to next week’s shop! People have been talking about this for a long time but finally it seems very close.

Woolworth's Pick n' Mix

Shop Direct Group launches the new Woolworths website today complete with a very cute Pick n’ Mix selector. Whether pick n’ mix on the internet will really take off remains to be seen. You have to choose 99p’s worth of each option and it costs £1.50 to deliver orders of under £5 and £3.50 for orders of over £5. Also where’s the instant, mouthwatering gratification… but you couldn’t have Woolies without Pick n’ Mix!

The other categories for sale are a main shop with kid’s clothes, toys and technology, an entertainment shop with DVDs, Games and Books and a party shop (self explanatory).

Interesting to see how this brand fares on line. Woolies has left a gap on the high street but does the online offer fill this gap?

So, in summary, here’s how they do it. General communication goes through a company intranet CPWtouch, a new platform for operating procedures called How2 is launching and there is already a task management system call Customer First Companion. There is also a weekly update on the company called Chalk Talk. These systems are used in combination for maximum effect. Carphone Warehouse is also using external help to measure service scores for each store.

Of course the Carphone Warehouse is a large retailer selling an exceptionally complex product so they need sophisticated and comprehensive communication systems. It is all about horses for courses. You need the level which is right for your business.

1. Phone, fax and post – Can be friendly and its slowness means that stores are not overwhelmed with tasks and information but is slow, expensive and reduces business agility.
2. Email only – Vast improvement in speed of communication but is uncontrollable. Tasks and information for stores proliferate at an alarming rate and it is hard to see who has done what.
3. Email with an information only intranet – As per email but with the added advantage of ensuring that everyone can findto up to date information.
4. Full store communication system – Systems which manage tasks in stores, collate feedback and ensure access to the right information. Our store communication system RAPID  falls into this category.

There is a general trend over time for retailers to be moving up these levels. The speed of movement depends on the size of the retailer, the level of central control exerted by head office, the propensity towards the use of systems and the complexity of the product sold.

Which approach is right for your business at the moment?

This is relevant to retailers, retail technology suppliers and consultants alike. In fact any business.

What are you doing differently? Is it working? Are you doing enough differently? What were doing before the recession which you look back on now as crass extravagance (you can rest assured that many consumers are doing this one!)? How can you make sure that when things pick up, you don’t become complacent again? Have you changed so much for the better that, the challenges of the recession have been valuable lessons which will stand you in good stead for the future?

You have until the end of today to be in with a chance of a chicken coop!

Maybe Retail Answers could benefit from using the cloud a bit more? Or should we market our retail intranet Rapid as a cloud service?

By the way, the best bit of the event was the live voting on topics such as when will the recession end using hand held terminals and the results being displayed on screen immediately afterwards. It was great to have the interaction.

Are consumers who are holding gift cards and vouchers really at risk of losing the value of them if the retailer goes into administration? Presumably they can put in a claim to the administrator like any other creditor? Is it right that the administrator can continue to trade to gain the most value from the stock in the business but refuse to accept gift cards? Is there a government body who will guarantee the money?

Whatever the case, it seems like a good idea if we get out and spend that £30m quick!