Using Blackberry’s ecosystem to create a Mobile POS by E. Jay Saunders

Using BlackBerry’s Ecosystem To Increase Customer Satisfaction And Loyalty .

E. Jay Saunders, CEO Digicel TCI, [email protected]

Alex Barrotti, CEO TouchBisto.com, [email protected]

CS03

4th May 2011

mailto:[email protected]


Retail Experience Off the Shelf – E. Jay Saunders

2

Dining Experience Custom - Alex Barrotti

What was wrong with the Retail experience?

3

What was wrong with the Retail Experience?

4

# 1: Too many customer choices.

Depending on what the customer wanted, he/she would be sent to one of two places.

Customer Care

Agent

Cashier

1

2


5

Lookup

Manual receipt

written up.

Customer

account is

updated.

# 2: Customer had to make too many trips between Agents

If the customer wanted to pay a postpaid bill he/she would have to make 2 trips between the Customer Care Agent and the Cashier.

Cashier

Payment

taken and

stamped

Customer Care

Agent

Customer

fills out

form.

Handset details

and customer

ID are copied.


6

# 3: The process for signing up a new postpaid/contract account was too complex

If the customer wanted to buy a handset and sign up for postpaid/contract – a very valuable customer – the customer would need to deal with 2 agents and

go through 2 sign-up processes.

Postpaid

account

is setup.

Cashier Customer Care

Agent

Postpaid/

Contract

form to

fill out.

Handset

pulled

from

Inventory

Records are

manually

filed away


7

Customer

enters store

Greeted by

Agent Customer Care

Agent

If the Customer wants to pay a postpaid bill or get Technical Support

Cashier

Custo

mer

wants

to p

urc

hase

recharg

e,

a

handset,

or

a

SIM

Recharge

is applied via web

interface

Customer

exits store

Payment receipt is

stamped

Custo

mer

exits

sto

re

Handset

pulled

from

Inventory

Handset details

and customer ID

are copied.

Customer

fills out

form.

Com

ple

ted f

orm

is taken t

o

custo

mer

Care

for

entr

y

Custo

mer

ID is c

opie

d

Postpaid account

is setup

Records are

manually filed

away

If sales is for

Recharge

If s

ale

is P

repaid

Too Many Processes


8

# 4: Customers frequently had to stand in long queues and wait for service

The more successful we became,

the more our customer experience

dropped.


9


A big Sale could find customers

having to wait in long lines for

service...


10


…and looking like this:


11

EVERYTHING!

The Goal

12

TREAT THE CUSTOMERS AS IF THEY WERE IN A 5 STAR RESTAURANT

GREET THEM WHEN THEY COME INTO THE DOOR

HAVE ONLY ONE SALES AGENT DEAL WITH THEM

ELMINIATE ALL QUEUES

The Goal

13

“Treat our customers as if they were in a 5 Star Restaurant”

WHAT WE NEEDED:

NEW PROCESSES| MOBILE DEVELOPER PLATFORM| CHEAP & USER-FRIENDLY TOOLS

The Goal

14

“Treat our customers as if they were in a 5 Star Restaurant”

WHO DELIVERED:

THE SOLUTION:

EASY TO DEVELOP, EASY TO USE, EASY ON THE WALLET

Software:

Hardware:

The Solution – WorkMobile “Cloud”

Database

15

WorkMobile Web Dashboard

No Programming Required

Drag & Drop

The Solution – WorkMobile BlackBerry

client

16

WorkMobile BlackBerry Client Icon

The Solution – WorkMobile BlackBerry

client

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WorkMobile BlackBerry Client Screens


Database

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WorkMobile Web Dashboard Showing Records Captured By A

BlackBerry Handset


Database

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WorkMobile Notifications allows: a) reports to be printed to a local printer (via

email through HP ePrint solution), b) notifications to be sent to an email

address, and c) data to be pushed to a backend database or CRM.

Bring Your Own POS

Very Affordable

The Solution - HP ePrint Technology with

Charge Anywhere Bluetooth Reader/Printer

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Backend database is

updated wirelessly via

WiFi or 3G/4G

The New Experience: Streamlined

Processes

21

Receipt is

emailed to

customer

Or printed

out

Customer comes into store and is

greeted by an Agent with a

BlackBerry Torch/Storm or

Playbook

If the customer wants to pay a bill.

If the customer wants recharge


Processes

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Playbook

Recharge portal is

accessed via the web

browser on mobile

device. Account is

updated.


Processes

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Processes

24


Processes

25

If the sale is prepaid.

Payment is capture

wirelessly via Bluetooth


Processes

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Receipt is

emailed to

customer

Or printed

out




Playbook

Payment is capture

wirelessly via Bluetooth

Backend database is

updated wirelessly via

WiFi or 3G/4G


Processes

27

Receipt is

emailed to

customer

Or printed

out




Playbook

If the sale is postpaid, customer

are

on the mobile device

The New Experience: The Benefits

28

Only one Agent deals with a customer.

Data is instantly updated to the backend database.

Outbound Sales persons can capture sales from the road.

Reduce Processes.

Customer wait time is reduced and experience enhanced.

What was wrong with the Dinning experience?

Alex Barrotti, CEO TouchBisto.com

[email protected]

What is wrong?

30

# 1: Stale data on Menus

Menus are outdated the minute they are printed. No rich data to view. Dimly lit ambiance in many high end restaurants.

What is wrong?

# 2: Too much data entry repetition Waiter first manually writes down order, then walks away and enters it again into a

shared POS Terminal. Can forget details or introduce errors along the way.

Order is

entered into

Terminal

Manual order

written up.

Food order

is sent to

kitchen

Drink order

is sent to

the

bartender

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What is wrong?

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# 2: Waiter has to make too many trips to POS Terminal If the customer wants to order another item the waiter has to make an

additional trip between the customer’s table and the terminal.

Waiters have to

wait / fight for

access to

Terminal

Waiter brings

food

Waiter returns

to terminal

What is wrong?

33

# 3: The process for printing new menus is expensive

If the restaurant wants to create a new menu it is time consuming and costly.

What is wrong?

34

# 4: Customers frequently have to stand in long queues and wait to for an available table and then wait for service

The better the restaurant, the greater the demand to get in. The worse the situation is for the customer. Faster customer service and turn around is essential!

What is wrong?

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In Short: EVERYTHING!

Outdated systems and processes

Dining experience has basically not changed in over 100 years!

The Goal

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A Modern Streamlined System

Display dynamic rich menus

Waiters spend more time with customers

Waiters carry small POS terminal with them

Faster customer service

Better dining experience!

The Goal

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Create for our customers the “Five Star Restaurant” of the future

WHAT WE NEEDED TO CREATE:

NEW PROCESSES

A SMALL MOBILE POS TERMINAL

A USER-FRIENDLY EXPERIENCE FOR CUSTOMERS AND STAFF

The Goal

38

Create for our customers the “Five Star Restaurant” of the future

Software:

Hardware:

The Solution – TouchBistro

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TouchBistro

Runs on BlackBerry Playbook.

Small easily portable solution.

Dynamically displays available seating.

Enter the order once, correctly!

Easily readable in dimly lit restaurants.

Waiters spend more time with customers.

Waiters carry a PlayBook with them.

Faster customer service.



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TouchBistro Menu System

Full color menu items.

Swipe to see other menu items.

Easily readable in dimly lit restaurants.

Leaves nothing to the imagination.

Set customer expectation better.

Menus can be published to the web.

Menus is viewable by customers on their

own web-capable device while waiting.



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TouchBistro Order Entry

Color coded seating

Enter the order once, correctly!

Waiters spend more time with customers

Waiters have small terminal with them

Less running around

Faster customer service

Combine or split bills with the swipe of a

finger



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TouchBistro Bill Payment

Single or split billing

Color coded split billing

Review done at table side

Email or print bill wirelessly

Faster checkout service



Processes, All done Table Side

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1. Customer is greeted by

Hostess / Waiter with

tablet / BB Playbook

Receipt is

emailed to

customer if

requested Receipt is

printed for

customer if

requested

3. Display rich content

on menu

4. Enter customer’s order

5. Send order to kitchen / bar

6. Process payment,

email/print receipt

Payment is

captured.

2. Seated at an

available table

The New Experience:

Data Safe, Replicated in the Cloud

1. Publish data to TouchBistro.com

directly from the BB PlayBook 2. TouchBistro.com

scalable, safe, offsite

3. Send / Replicate data to other tablets

3. View on smart phones

3. View on web browsers

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The New Experience: The Benefits

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Less time entering orders and fewer errors!

Ordering experience enhanced!

Faster customer service!

Dining experience enhanced!

For More Information…

List:

http://www.esay-solutions.co.uk/

http://www.touchbistro.com/

http://www.rim.com/

http://www.chargeanywhere.com/

http://www.hp.com/eprint/

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http://www.rim.com/

http://www.rim.com/





THANK YOU

E. Jay Saunders, CEO Digicel TCI, [email protected]

Alex Barrotti, CEO TouchBisto.com, [email protected]

CS03

4th May 2011



Using Blackberry’s ecosystem to create a Mobile POS by E. Jay Saunders

Technology

Transcript of Using Blackberry’s ecosystem to create a Mobile POS by E. Jay Saunders