1. The Royal Doulton Company has been producing fine bone china and porcelain tableware and collectibles for
almost 200 years. In addition to the general public, its customers include the British Royal Family. Royal Doulton has
been a long-time RemoteWare customer, but due to aging hardware, its retail payment system started experiencing
increasing problems, including unexpected hardware failure and file errors. To eliminate these problems, Royal
Doulton engaged Sybase iAnywhere Professional Services to upgrade much of its IT environment and implement
the latest version of RemoteWare.
PROFESSIONAL SERVICES ENGAGEMENT PAYS OFF FOR UPSCALE RETAILER
For almost 200 years, The Royal Doulton Company has produced fine bone china and porcelain for tableware and
collectibles. As its name suggests, the company enjoys the distinction of a "Royal Warrant," a designation bestowed
upon companies that have regularly supplied members of the British Royal Family with goods or services. The Royal
Warrant is regarded as a mark of supreme excellence and quality. Royal Doulton also sells its tableware, glassware and
ceramic giftware to the general public.
As is the case in any retail operation, the point-of-sale processing of sales transactions and transfer of that
information to the company’s back-end accounting systems is essential to the business. Companies need to have
detailed information on each transaction in order to track total and per-store purchases, ensure prompt and accurate
payment from credit card companies to expedite cash flow, monitor store inventories, and analyze internal
performance and external trends, opportunities and threats.
“When it comes to Royal Doulton’s IT systems, our payment system is about as mission-critical as you can get.We
simply can’t afford to have any disruption to the system,”says Simon Li, project leader for Retail Systems at Royal Doulton.
“Our payment system, however, was aging,” Li continues.“Our hardware was about 9 years old.We were running an
operating system that was no longer being supported and other software that was several versions behind the
current version. As a result, we were experiencing server failures and file errors with increasing frequency. On a
particularly bad day, we might experience a file transfer failure rate of 60 percent. Because it was essential for us to
have data that was 100 percent accurate, both store and IT staff had to spend substantial amounts of time correcting
file errors. This diverted them from other more productive activities. It was clear that we had to do something to
address those issues and do it quickly.”
The system also did not meet the Payment Card Industry (PCI) Data Security Standard. This standard comprises 12
requirements that must be met by merchants and service providers that store, process or transmit credit cardholder
data. Failure to comply with these requirements can result in substantial financial penalties and even revocation of
the right to accept credit card payments.
There were two additional challenges that had to be factored into whatever solution the IT team chose to remedy
the situation. One was that the decision to address the problems came shortly before the all-important holiday
shopping season. The other was limited budget.
INDUSTRY
• Retail and Distribution
KEY RESULTS
• Improves reliability and
accuracy of central payment
system
• Slashes in-store and back-office
maintenance time
• Saves $10,000 per year
• Key component in PCI Data
Security Standard compliance
SYBASE IANYWHERE
TECHNOLOGY
• RemoteWare®
• Professional Services
“We achieved the results we
wanted and accomplished that
in a very cost-effective way
thanks to the very impressive
and resourceful work of the
Sybase iAnywhere Professional
Services team. RemoteWare is a
very reliable and cost-effective
solution and the Professional
Services team really went the
extra mile for us to make sure
the project was successful and
came in on budget in the agreed
amount of time.”
– Simon Li; Project Leader, Retail Systems;
Royal Doulton
CUSTOMER SUCCESS STORIES
Royal Doulton
www.sybase.com/ianywhere