Technology integration and security crucial to successful implementation of mobile POS strategy
The rise of the digital age has led to the rapid change in consumer shopping and behaviours. Customers are increasingly demanding better service, with higher expectations of stock availability and the option to purchase via more online and offline platforms. They also expect to have a seamless, hassle-free experience throughout their customer journey. With online and mobile shopping becoming more popular in recent years, forward-looking retailers have been looking to adopting an omni-channel approach in their retail strategy by exploring more flexible payment processes and formats via solutions like mobile POS. Successful implementation of mobile POS solutions can bring about both tactical and strategic benefits, including:
- Delivery of more personal and powerful customer service;
- Improved customer convenience with choice of any payment;
- Elimination of waiting at fixed POS checkout;
- Increased sales and profits;
- Maximization and flexibility of floor space design and sales increase, and
- Reducing the overall cost of POS by moving from fixed to mobile.
Integrating Mobile POS into Existing Technology and Processes
To realise the benefits of mobile POS mentioned above, retailers needs to first consider the business need for the technology. What is the consumer experience it wants to create, and how can it be achieved (e.g. faster checkouts, capturing more sales)? Next, the retailer needs to think through the entire implementation process, from the solutions it intends to use in the store, right up to the infrastructure it needs to successfully implement these solutions. If a legacy system is already in place, it is crucial to consider the impact mobile POS would have on the IT infrastructure. As part of the planning process, the retailer needs to have a clear picture of the customer journey and the touch points sales associates have with customers, and how the solution will integrate with the existing sales process. Sales associates will also need to receive training in order to effectively and efficiently use the new technologies / solutions implemented. After the initial investment and deployment of the selected mobile technology solution, retailers need to manage the day-to-day management of all mobile devices. By managing all devices through a centralized platform, activities like software updates and rolling out new applications can be made much simpler. Having remote access to all mobile devices will also make monitoring and troubleshooting much quicker, resulting in maximum uptime and higher employee productivity.
Security – The Cost of Mobile POS?
Two primary principles define the acceptance and adoption of any new payment system: security, and standardization. These principles build consumer confidence and trust in the brand, which are the keys to success in retaining and attracting more customers. Businesses need to keep in mind that while consumers rank mobile payment technology high in measures of usefulness, ease of use, convenience and speed, they also report security concerns. It is important to address data security—not just for the sake of the retailer’s reputation—but also to comply with any local or regional laws. Any data that is stored on the devices or transmitted wirelessly must be secure and encrypted. The mobile payment value chain will need to develop and maintain channel trust through education and communication efforts, service guarantees, and alerts. Proactive programs and communication can take steps to reduce and perhaps eliminate consumer security concerns. If proactive efforts are successful, security issues could become a reason that encourages consumer adoption rather than discouraging it.
In conclusion, a successful POS transformation should lead to a reliable and flexible ‘points-of-service’ system. It should be able to conceive a POS system that will have an extended life, connect every device with back-office applications that in turn infuse every activity with real-time data. Such ‘points-of-service’ systems should be multipurpose, well connected and extendable across different channels. The winners in this race would be those that are able quick to provide a seamless brand experience across channels and excel at delivering the merchandise when and how the consumers’ need it. For more information, visit Zebra.com or drop us a message.
This article was kindly supplied by Zebra Technologies