This talk was given at Groupon's Groupinar Speaker series on 26-July-2012 at Palo Alto, CA.

1. The world of the retailer from the other side –
Learning from working with POS systems
Capillary Technologies Inc.
San Francisco, CA, USA

2. About Capillary Technologies
Leader in Mobile & Social CRM Solutions,
Analytics & Campaign Management
 Cloud platform drives 3-7% Increased Merchant Sales
via real time, personalized offers
 “Instant” POS Integration with SKU data
 Integrated Store, Online, Social, Mobile CRM
 Currently Powering 10K+ Stores, 25M+ end consumers
in USA, UK, Middle East, Singapore, Africa and India
 2 Hour POS Integration
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3. An Outsider’s Perspective
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4. The Simplest Retailers
Farmers Market or Square
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5. The Simplest Retailers
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6. The Simplest Retailers
When the Owner is Selling
Products & Services <-> Payments No Inventory, No Accounting
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7. Real Businesses Need More
Than Just Invoicing
When the Owner is Not Selling
Accounting & Book-Keeping, Inventory Management, Taxes, Basic CRM,
Purchase & Sales Orders, Electronic Receipts, Pricing
Used to Run the Whole Business – Email / Sales Quotes / Social Networking
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8. Upgrading to Point of Sale
Placing Orders, Email, Reports for
Invoicing, Entering Inventory
HO, Playing Music, “Surfing the Net”
Data
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9. And It Gets More
Complex…
Marketing &
Financial Accounting
Communications
Online
Commerce
Engine
POS Head Office Module
Corporate Office E-Commerce
Entering Inventory
Data, Placing
POS Orders, Email,
POS System POS System Reports for HO,
System Playing Music,
“Surfing the Net”
Store Store Store
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10. The World of a Retailer
Till Till
Machine Machine
Other SAP / ERP System
Systems:
CRM, POS
Pricing, Connecto
Merchandi rs / Data POINT OF SALE
sing, Aggregat
Warehous ors
e, Supply
Chain etc.
Product Lifecycle Management
Master/Pricing Data Management
Store Front-End
Business Intelligence
Online Commerce Engine
Corporate Office E-Commerce
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11. The Division of Responsibilities
Daily Batch Trickle
POS
Connecto
SAP / ERP System rs / Data Leased
Aggregat Line/DSL/Dial-Up Single Till Stores
ors
Real-Time Trickle
Corporate Office Store
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12. The Division of Responsibilities
Till
Daily Batch Trickle
POS
Connecto
SAP / ERP System rs / Data Leased Store
Line/DSL/Dial-Up Till
Aggregat Server
ors
Real-Time Trickle
Till
Corporate Office Store
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13. The Division of Responsibilities
Thin
Client
Daily Batch Trickle
POS
Connecto
SAP / ERP System rs / Data Leased Store Thin
Line/DSL/Dial-Up
Aggregat Server Client
ors
Real-Time Trickle
Thin
Client
Corporate Office Store
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14. The Division of Responsibilities
Thin
Client
POS
Connecto Store
SAP / ERP System rs / Data Real-Time Thin
Aggregat Server Connectivity Client
ors
Challenges:
- Scalability of
Thin
Server
Client
- Tills can not be
programmed
- Locked Into
Corporate Office Web/Citrix Architecture Store
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15. An Example: Capillary’s
Integration
Till Till
CRM Cloud Back-End Machine Machine
Other
Systems SAP / ERP System
: POINT OF SALE
POS
Pricing,
Conne
Mercha
ctors /
ndising,
Data
Wareho
Aggreg
use,
Product Lifecycle Management ators
Supply
Chain
etc. CRM Server
Master Data Management
Store Front-End
Business Intelligence
Online Commerce Engine
Corporate Office E-Commerce
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16. Key Challenges in
Working with Retail POS
Systems
Flexibility &
Scalability
Configurability
Systems & Security &
Networking Compliance
Design
User
Experience for Support
Infrastructure
Retail
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17. User Experience
Can’t Slow down Education & Skill Churn & Geo-
the Checkout Level Distribution
Color Coded Repeated
User Interfaces Training Process
Multi-Lingual
Interfaces
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18. Systems & Networking
 Most POS don’t have an API Typical POS
System Spec:
 ARTS – Primarily on the Backend
256 MB RAM
128 Kbps
Connectivity
 Manufacturers Lockup the OS, Intel Celeron /
Eg., IBM 4690 Pentium
Processor
Windows
2000/XP
 Networking’s a Challenge
 Dial-Up & Intermittent
 Firewalls, Citrix and like Dial-Up in
Dubai
 System Security
 PCI Compliance Working in
Indian Villages
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19. Flexibility, Configurability &
Scalability Search 3M
Users on 128 MB
 Marketing Folks are Creative RAM
 Multitude of Campaign Types
 Modifications on the Fly
 Remote Configurations & Templatization
 Eg., Capillary has over 600 configs only on POS Screen
DOS Based
 Integration with any POS is critical POS at Largest
Department
 Flexibility first, then scalability Store in SG
 Division of work between POS / Server
 Managed Degradation of Services under Intermittent Net
 Division of Work on POS / Server
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20. Remote Infrastructure
Management
Used for Installation, Debugging, & Training
Larger Retailers may have
Remote Infrastructure
management systems, but
most rely on
Teamviewer/Webex/Remote
Desktop (or a combination)
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21. Successful Around the World
Lifestyle: Multi Brand Outlet: Food & Beverages:
Health & Wellness:
POS Systems:
Capillary Generates 5-7% Same Store Sales Growth in more than 10000 stores
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22. Questions?
Krishna Mehra
kmehra@capillary.co.in
@kpowerinfinity