Using Blackberry’s ecosystem to create a Mobile POS by E. Jay Saunders

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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.

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Using Blackberry’s ecosystem to create a Mobile POS by E. Jay Saunders

  1. 1. Using BlackBerry’s Ecosystem ToIncrease Customer Satisfaction AndLoyalty .E. Jay Saunders, CEO Digicel TCI, ejsaunders@digicelgroup.comAlex Barrotti, CEO TouchBisto.com, abarrotti@touchbistro.comCS034th May 2011
  2. 2. Retail Experience Off the Shelf – E. Jay Saunders Dining Experience Custom - Alex Barrotti 2
  3. 3. What was wrong with the Retail experience? 3
  4. 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. 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. 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 – avery 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. 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 Careenters 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. 8. What was wrong with the Retail Experience? # 4: Customers frequently had to stand in long queues and wait for serviceThe more successful we became,the more our customer experiencedropped. 8
  9. 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. 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. 11. What was wrong with the Retail Experience? EVERYTHING! 11
  12. 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. 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. 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. 15. The Solution – WorkMobile “Cloud”Database WorkMobile Web Dashboard  No Programming Required  Drag & Drop 15
  16. 16. The Solution – WorkMobile BlackBerryclient WorkMobile BlackBerry Client Icon 16
  17. 17. The Solution – WorkMobile BlackBerryclient WorkMobile BlackBerry Client Screens 17
  18. 18. The Solution – WorkMobile “Cloud”Database WorkMobile Web Dashboard Showing Records Captured By A BlackBerry Handset 18
  19. 19. The Solution – WorkMobile “Cloud”DatabaseWorkMobile Notifications allows: a) reports to be printed to a local printer (viaemail through HP ePrint solution), b) notifications to be sent to an emailaddress, and c) data to be pushed to a backend database or CRM.  Bring Your Own POS  Very Affordable 19
  20. 20. The Solution - HP ePrint Technology withCharge Anywhere Bluetooth Reader/Printer 20
  21. 21. The New Experience: StreamlinedProcesses 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. 22. The New Experience: StreamlinedProcesses 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
  23. 23. The New Experience: StreamlinedProcesses 23
  24. 24. The New Experience: StreamlinedProcesses 24
  25. 25. The New Experience: StreamlinedProcesses 25
  26. 26. The New Experience: StreamlinedProcesses 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. 27. The New Experience: StreamlinedProcesses 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. 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. 29. What was wrong with the Dinningexperience?Alex Barrotti, CEO TouchBisto.comabarrotti@touchbistro.com
  30. 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. 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. 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. 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. 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. 35. What is wrong? In Short: EVERYTHING! Outdated systems and processes  Dining experience has basically not changed in over 100 years! 35
  36. 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. 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. 38. The Goal Create for our customers the “Five Star Restaurant” of the future Software: Hardware: 38
  39. 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. 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. 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. 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. 43. The New Experience: StreamlinedProcesses, 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. 44. The New Experience:Data Safe, Replicated in the Cloud1. 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. 45. The New Experience: The Benefits  Less time entering orders and fewer errors!  Ordering experience enhanced!  Faster customer service!  Dining experience enhanced! 45
  46. 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. 47. THANK YOUE. Jay Saunders, CEO Digicel TCI, ejsaunders@digicelgroup.comAlex Barrotti, CEO TouchBisto.com, abarrotti@touchbistro.comCS034th May 2011

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