The Record Issue 10: Autumn 2018

110 www. t e c h n o l o g y r e c o r d . c om customer profile, and rapidly process orders and transactions via multiple payment methods. “Customers are satisfied because they can choose items that aren’t physically in the store, arrange delivery or collection, and complete pay- ments quickly – all without standing in a long queue at a traditional cash register,” says Miles. “Meanwhile, mobile POS allows store associates to remain productive because they have all the information they need in one system to upsell products, deliver tailored discounts and other- wise save sales that would have potentially been lost due to excessive queues at the cash register.” Retailers can take mobile POS a step further by linking their customer-facing apps with internet of things (IoT) sensors or beacons located around their stores. Retailers can use the beacons to send customers wayfinding directions to their desired products, contextual information about items they pick up, prod- uct recommendations and tailored discounts. Similarly, beacons can be used to alert store associates to customers who need assistance or shelves that need restocking. “Many aspects of retail operations canbe enhanced by implementing IoT-enabled sensors throughout a store and connecting them to the POS and other back-end systems,” says Miles. “IoT is now a corner- stone of IT innovation in the retail sector, connect- ing various technologies to provide retailers with an incredible amount of capabilities that improve cus- tomer experience and empower store associates to become more productive and drive sales.” Another powerful IoT-related innovation are radio-frequency identification (RFID) tags, which carry unique product numbers. “RFID technology has significant potential beyond simply tracking items in warehouses and stores when it is connected to a POS system,” says Miles. “When a customer purchases a product using a credit, debit or loyalty card, this data links with the product’s RFID tag data and provides rich information about their in-store movements. This enables retailers to build a 360-degree overview F E ATUR E V I EWPO I NT Personalising the POS Retailers must deliver seamless, personalised and consistent shopping experiences across all of their channels, says DXC Technology’s Randy Davidson Today’s customers are willing to share personal information, opt in to loyalty programmes and download apps, but only if retailers keep it secure and use it to provide a valuable service in return. However, customers often find today’s shopping and POS experience disjointed, inconsistent and disconnected. Hence, retailers must find a way to deliver a consistent and seamless experience across all channels, ensuring that each customer receives offers and communications that are specific to them. To do this, retailers should adopt new technologies that extend the digitally connected ecosystem, such as kiosks that provide self-service options, wearables for frictionless payments and sensors that deliver tailored notifications and promotional offers to customers in stores. When it comes to optimising the POS experience, retailers should provide store associates with access to customer, sales, product and other relevant data in real time. This includes a 360-degree view of each customer, data that will enable them to engage customers based on personal preferences or previous transactions from any channel, and information about different types of transactions. They should also have real-time data about inventory levels for send sales, endless aisle and marketplaces. DXC Technology has helped multiple retailers to develop the perfect omnichannel shopping experience. For example, it recently helped a speciality beverage retailer to implement Microsoft Dynamics for Retail with integrated functionalities for omnichannel POS, e-commerce, advanced demand and allocation planning. This enabled the retailer to rapidly expand into new markets, increase customer visibility and improved its forecast and budgeting processes, reducing stock outs. Randy Davidson is a senior solutions architect for Microsoft Dynamics at DXC Technology