This presentation gives an example of how to use the Blackberry ecosystem to develop a mobile POS that can be used in a retail or restaurant environment.
COMPUTER 10: Lesson 7 - File Storage and Online Collaboration
Using Blackberry’s ecosystem to create a Mobile POS by E. Jay Saunders
1. Using BlackBerry’s Ecosystem To
Increase Customer Satisfaction And
Loyalty .
E. Jay Saunders, CEO Digicel TCI, ejsaunders@digicelgroup.com
Alex Barrotti, CEO TouchBisto.com, abarrotti@touchbistro.com
CS03
4th May 2011
2. Retail Experience
Off the Shelf – E. Jay Saunders
Dining Experience
Custom - Alex Barrotti
2
4. What was wrong with the Retail Experience?
# 1: Too many customer choices.
Depending on what the customer wanted, he/she would be sent to one of
two places.
1
Customer Care
Agent
2
Cashier
4
5. What was wrong with the Retail Experience?
# 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.
Manual receipt
Lookup written up.
Customer
account is
Customer Care updated.
Payment
taken and Agent
stamped
Cashier
5
6. What was wrong with the Retail Experience?
# 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/
Contract
form to
fill out. Postpaid
account
is setup.
Records are
manually
filed away
Customer
fills out
Cashier form. Customer Care
Agent
Handset Handset details
pulled and customer
from ID are copied.
Inventory
6
7. What was wrong with the Retail Experience?
Payment receipt is
Too Many Processes stamped
Postpaid account
is setup
If the Customer wants to pay a postpaid bill or get Technical Support
Customer Greeted by Customer Care
enters store Agent Agent
Completed form is taken to
customer Care for entry
Customer wants
handset, or a
to purchase
recharge, a
SIM
Records are
manually filed
away
Customer ID is copied
Customer
fills out
If sales is for form.
Recharge
exits store
Customer
Recharge
If sale is Prepaid
is applied via web
interface Handset
Cashier
pulled
from Handset details
Inventory and customer ID
are copied.
Customer
exits store 7
8. What was wrong with the Retail Experience?
# 4: Customers frequently had to stand in long queues
and wait for service
The more successful we became,
the more our customer experience
dropped.
8
9. What was wrong with the Retail Experience?
# 4: Customers frequently had to stand in long queues
and wait for service
A big Sale could find customers
having to wait in long lines for
service...
9
10. What was wrong with the Retail Experience?
# 4: Customers frequently had to stand in long queues
and wait for service
…and looking like this:
10
11. What was wrong with the Retail Experience?
EVERYTHING!
11
12. The Goal
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
12
13. The Goal
“Treat our customers as if they were in a 5 Star
Restaurant”
WHAT WE NEEDED:
NEW PROCESSES| MOBILE DEVELOPER PLATFORM| CHEAP & USER-FRIENDLY TOOLS
13
14. The Goal
“Treat our customers as if they were in a 5 Star
Restaurant”
WHO DELIVERED:
Software:
Hardware:
THE SOLUTION:
EASY TO DEVELOP, EASY TO USE, EASY ON THE WALLET
14
15. The Solution – WorkMobile “Cloud”
Database
WorkMobile Web Dashboard
No Programming Required
Drag & Drop
15
18. The Solution – WorkMobile “Cloud”
Database
WorkMobile Web Dashboard Showing Records Captured By A
BlackBerry Handset
18
19. The Solution – WorkMobile “Cloud”
Database
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 19
20. The Solution - HP ePrint Technology with
Charge Anywhere Bluetooth Reader/Printer
20
21. The New Experience: Streamlined
Processes
Receipt is
emailed to
customer
If the customer wants to pay a bill.
Customer comes into store and is Backend database is
greeted by an Agent with a updated wirelessly via
BlackBerry Torch/Storm or WiFi or 3G/4G
Playbook
Or printed
out
21
22. The New Experience: Streamlined
Processes
If the customer wants recharge
Recharge portal is
accessed via the web
browser on mobile
device. Account is
updated.
Customer comes into store and is
greeted by an Agent with a
BlackBerry Torch/Storm or
Playbook
22
26. The New Experience: Streamlined
Processes
Receipt is
emailed to
customer
If the sale is prepaid.
Payment is capture
Customer comes into store and is
wirelessly via Bluetooth
greeted by an Agent with a
BlackBerry Torch/Storm or
Playbook
Or printed
out
26
27. The New Experience: Streamlined
Processes
Receipt is
emailed to Backend database is
customer updated wirelessly via
WiFi or 3G/4G
If the sale is postpaid, customer
are
on the mobile device
Payment is capture
Customer comes into store and is wirelessly via Bluetooth
greeted by an Agent with a
BlackBerry Torch/Storm or
Playbook
Or printed
out
27
28. The New Experience: The Benefits
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.
28
29. What was wrong with the Dinning
experience?
Alex Barrotti, CEO TouchBisto.com
abarrotti@touchbistro.com
30. What is wrong?
# 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.
30
31. 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.
Food order
is sent to
kitchen
Manual order
written up.
Order is
entered into
Terminal
Drink order
is sent to
the
bartender
31
32. What is wrong?
# 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
32
33. What is wrong?
# 3: The process for printing new menus is expensive
If the restaurant wants to create a new menu it is time consuming and costly.
33
34. What is wrong?
# 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!
34
35. What is wrong?
In Short: EVERYTHING!
Outdated systems and processes
Dining experience has basically not changed in over
100 years!
35
36. The Goal
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!
36
37. The Goal
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
37
38. The Goal
Create for our customers the “Five Star Restaurant” of the future
Software:
Hardware:
38
39. The Solution – TouchBistro
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.
Better dining experience!
39
40. The Solution – TouchBistro
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.
Better dining experience!
40
41. The Solution – TouchBistro
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
Better dining experience!
41
42. The Solution – TouchBistro
TouchBistro Bill Payment
Single or split billing
Color coded split billing
Review done at table side
Email or print bill wirelessly
Faster checkout service
Better dining experience!
42
43. The New Experience: Streamlined
Processes, All done Table Side
2. Seated at an
1. Customer is greeted by available table
Hostess / Waiter with
tablet / BB Playbook 3. Display rich content
on menu
6. Process payment,
email/print receipt
4. Enter customer’s order
5. Send order to kitchen / bar
Payment is
captured.
Receipt is
emailed to
customer if
requested
Receipt is
printed for
customer if 43
requested
44. 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. View on web browsers
3. View on smart phones
3. Send / Replicate data to other tablets
44
45. The New Experience: The Benefits
Less time entering orders and fewer errors!
Ordering experience enhanced!
Faster customer service!
Dining experience enhanced!
45
46. 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/
46
47. THANK YOU
E. Jay Saunders, CEO Digicel TCI, ejsaunders@digicelgroup.com
Alex Barrotti, CEO TouchBisto.com, abarrotti@touchbistro.com
CS03
4th May 2011