A new study found the vast majority retailers and restaurant owners recognize the critical role of their POS in the overall customer experience.
The research revealed 86%, 84% and 83% say the opportunity to collect new and expanded insights on customers, operations and product, respectively, had at least moderate influence on their decisions to implement their systems.
The April 2016 commissioned study, Step Up The In-Person Experience, conducted by Forrester Consulting on behalf of Revel Systems about the current state of digital experiences for retailers and restaurants, challenges they face along the way and what technological issues prevent them from improving operations and creating a better customer experience.
Point of Sale has evolved from legacy systems into a platform that integrates with third party services, showing that it goes far beyond the transaction process. Forrester developed a hypothesis, “that the use of an advanced point-of-service (POS) system — an evolution of the capabilities of traditional Point of Sale systems, often manifested in newer form factors and deployment models — that mimics systems of insight and systems of engagement will improve customer experience, empower employees, and increase the efficiency and performance of operations.”
Without sufficient POS integrations, retailers and restaurants risk loss of business. The study states, “Only 45% of retailers and 44% of restaurants, on average have a given back-end system integrated with their POS – severely restricting the functionality that frontline employees need to service customers and optimize operations.”
The study further noted that cloud deployment is now being widely adopted for modern POS implementations, stating that, “56% of respondents told us they currently host their POS in the cloud, with an additional 37% planning to do so.” They go on to say that, “It’s no longer necessary to have a standalone POS that only interacts with a server in the store or restaurant — you must ensure speed, scalability, and service while minimizing the time and cost spend on maintenance.”
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