The men’s clothing store engbers has recently completed the test phase of a new omnichannel solution for its in-store point of sale systems. Now the rollout starts in all 320 stores throughout Germany and Austria. The implementation primarily focused on the user experience of the employees to strengthen and improve their interaction with the customers.
We talked to Franziska Hogelucht (engbers Männermode), Christian Malachowski and Elmar Klages-Brindöpke (software developer act‘o-soft) about the backdrop and benefits of the new system.
Ms. Hogelucht, why are you investing in a new omnichannel system for your point of sale systems?
Hogelucht: Our goal is to upgrade and expand our family-style relationships between employees and customers at engbers by using a new omnichannel system since we had gradually reached the limits with our old system; both in terms of flexibility and adjustments as well as post-processing in our ERP system. The new software helps us to upgrade these processes to support an integrated omnichannel concept.
What is the system able to do?
Hogelucht: The new software enables us to run all processes that customers can enjoy in retail settings such as Click and Collect, Click&Reserve et cetera at the POS to where they seem like one process for customers and employees. Our goal here is to strengthen our brick and mortar stores.
How is the implementation moving along?
Hogelucht: We are in the final stages of the test phase. We have tested the functions with several branch managers. The omnichannel processes that were customized for our system will now run on all the POS systems during the first quarter. Once we go live everywhere, our customers can purchase products at engbers anytime and anywhere on any device.
So the test phase was successful and went well?
Hogelucht: Yes, we are very pleased. We had to make some adjustments in a few places – especially when it came to processes with very complex customer requests that involve a mix of online and offline purchases at the POS. For example, a customer still has a gift card balance and a bill he now wants to pay at the store, while he might also want to order another item at the same time and exchange merchandise he purchased online.