Clearly structured cash register • 15.02.2018

Omnichannel: engbers Männermode rolls out a new concept

Numerous background processes but only one payment process at the point of sale system

The men’s clothing store engbers has recently completed the test phase of a new omnichannel solution for its in-store point of sale systems. Now the rollout starts in all 320 stores throughout Germany and Austria. The implementation primarily focused on the user experience of the employees to strengthen and improve their interaction with the customers.

We talked to Franziska Hogelucht (engbers Männermode), Christian Malachowski and Elmar Klages-Brindöpke (software developer act‘o-Soft) about the backdrop and benefits of the new system.

Ms. Hogelucht, why are you investing in a new omnichannel system for your point of sale systems?

Hogelucht: Our goal is to upgrade and expand our family-style relationships between employees and customers at engbers by using a new omnichannel system since we had gradually reached the limits with our old system; both in terms of flexibility and adjustments as well as post-processing in our ERP system. The new software helps us to upgrade these processes to support an integrated omnichannel concept.

What is the system able to do? 

Hogelucht: The new software enables us to run all processes that customers can enjoy in retail settings such as Click and Collect, Click&Reserve et cetera at the POS to where they seem like one process for customers and employees. Our goal here is to strengthen our brick and mortar stores.

How is the implementation moving along?

Hogelucht: We are in the final stages of the test phase. We have tested the functions with several branch managers. The omnichannel processes that were customized for our system will now run on all the POS systems during the first quarter. Once we go live everywhere, our customers can purchase products at engbers anytime and anywhere on any device.

So the test phase was successful and went well?

Hogelucht: Yes, we are very pleased. We had to make some adjustments in a few places – especially when it came to processes with very complex customer requests that involve a mix of online and offline purchases at the POS. For example, a customer still has a gift card balance and a bill he now wants to pay at the store, while he might also want to order another item at the same time and exchange merchandise he purchased online.

Hogelucht: ”Employees don’t notice that we initiate various subsequent downstream processes. Customers can buy an item in-store, order another item and pay their bill at the same time. At the POS, all of this is one transaction. The distinction is then made in the downstream system.“

Photo
Source: act'o-soft - Screenshot of the display on which the staff can see customer information

Mr. Malachowski, you and act’o-soft are responsible for implementing the omnichannel functions in the engbers system. How do you solve the type of omnichannel payment scenario that Ms. Hogeluch just described from a software perspective?

Malachowski: In the case of engbers, the readjustment during the test phase primarily pertained to the downstream processes as it relates to the buying process at the POS. For example, engbers‘ accounting department wanted to maintain separate accounts for processes of the brick and mortar stores and the online store.

That’s why we had to make sure that all information in regards to the source of the purchase is transferred to the downstream systems to indicate where the amount should be allocated to. 

Mr. Klages-Brindöpke, what is the technology behind the omnichannel process?

Klages-Brindöpke: In this case, our solution is a special service where the ERP system of engbers runs in the background (Microsoft Dynamics AX). Our web services middleware was developed in dot.net-Core. We integrated the special web services that were in parts newly developed by engbers via simple mapping. This gives us a joint middleware that’s based on our standards. The omnichannel processes have been gradually implemented in several stores since March 2017. 

Ms. Hogelucht just mentioned that all of these processes run in the background and seem to be just one process in the eyes of both the customers and employees. Why is this so important?

Malachowski: We emphasize human digitization. Besides, customers always have to perceive all of this as one process because they essentially don’t care whether an omnichannel process is integrated or not. Having said that, by design, engbers makes its store employees take center stage in its processes. That’s why we emphasize the user experience when it comes to our cash registers and POS systems. Employees are meant to understand the processes based on effective software guides that direct them through the system.

Ms. Hogelucht, how are the sales employees handling the new system?

Hogelucht: We had used our old system for the past 17 years. Our staff members who have used this system for a while took a little longer to make the transition. However, all of our new colleagues agree that our job training is faster and the POS system has a clearer structure than before.

What are your future plans in terms of digitization?

Hogelucht: We are acutely aware that we will always continue to make improvements because this is a fast-paced, ever-changing business world, especially when it comes to consumer buying behavior. I hope we will continue to learn more about the behavior of our customers and our employees, who have built very close-knit relationships thanks to communication skills.

Note on EuroCIS 2018 events:

The EuroCIS 2018 lecture titled “Human Digitization: Strengthening Engbers Stores through Integrated Omnichannel” by Franziska Hogelucht of engbers GmbG & Co. KG and Christian Malachowski of act’o-soft GmbH highlights how software developer act’o-Soft helps to improve employee and customer interaction at the Omnichannel Forum on February 28, 2018 from 11:30 AM – 12:00 PM.

Interview: Natascha Mörs

related articles:

popular articles:

Thumbnail-Photo: Digital access controls support distancing requirements in the era of...
06.07.2020   #brick and mortar retail #retail

Digital access controls support distancing requirements in the era of Corona

Essential staff are relieved and the risk of infection is reduced

Since the beginning of the pandemic, larger supermarkets and discounters have been imposing entrance restrictions to ensure that only a certain number of people are allowed within their Stores. Usually the access management is carried out by ...

Thumbnail-Photo: Hobbii continues the growth adventure …
23.06.2020   #POS systems #brick and mortar retail

Hobbii continues the growth adventure …

… with new stores and several digital initiatives

The online store Hobbii.dk continues the opening of physical stores with the launch the third store in Tarup shopping center in Odense, Denmark. The close collaboration with Delfi Technologies, which is based on several digital initiatives, will ...

Thumbnail-Photo: RetailTech Lab opened a national test center in Denmark...
23.06.2020   #payment systems #marketing research

RetailTech Lab opened a national test center in Denmark

The store of the future has opened in Lyngby. One of the partners is the IT company Delfi Technologies.

On June 16, 2020, RetailTech Lab opened its doors to a national test center in the Danish mall “Lyngby Storcenter”. New technology for the retail industry will be tested in close interaction between entrepreneurs, retailers and ...

Thumbnail-Photo: Stay safe with VariPOS
11.05.2020   #cashpoints #terminals

Stay safe with VariPOS

How technology helps – Stay safe at the point of sale

Technologies for product identification and payment authentication are great for improving the customer experience with speed and accuracy, but these technologies are also being seen as beneficial in the wake of the Coronavirus Pandemic. ...

Thumbnail-Photo: “Dear shopping cart, please show me the way!“...
06.07.2020   #self-checkout systems #scanner

“Dear shopping cart, please show me the way!“

Shopping Cart 2.0 – gimmick or idea with intrinsic value?

Not all shopping carts are the same... far from it! Digitization and automation also put their stamp on this aspect of the retail sector. What’s usually a plain, large basket on wheels that makes it easier for shoppers to transport products ...

Thumbnail-Photo: CCV announces consolidation of its international payment division,...
02.07.2020   #mobile payment #payment systems

CCV announces consolidation of its international payment division, focuses on market innovations

Under the flagship of CCV GmbH, the company plans to bring its innovation into specific international markets

CCV Group B.V. has announced that all of its international business activities will now be consolidated and run within its Germany-based division - CCV GmbH. CCV GmbH will carry out the activities of the former CCV Deutschland GmbH and CCV Easy, a ...

Thumbnail-Photo: Disposition and shelf maintenance in times of Corona...
19.08.2020   #POS marketing #shop equipment

Disposition and shelf maintenance in times of Corona

Tools for shelf management

The CPG industry is currently experiencing turbulent times just as much as retail. Challenges such as the ban on field sales force visits or the sudden increase in demand for some articles, which leads to gaps in the shelf and loss of sales, are ...

Thumbnail-Photo: SALTO releases the SALTO Neo Cylinder
18.08.2020   #access control #access control systems

SALTO releases the SALTO Neo Cylinder

State of the art, wireless access control technology

SALTO Systems, a leading manufacturer of electronic access control solutions, has released the SALTO Neo Cylinder – a new electronic cylinder that offers more features and better functionality than any other cylinder on the market. ...

Thumbnail-Photo: COVID-19 accelerates adoption of contactless payments...
20.05.2020   #payment systems #coronavirus

COVID-19 accelerates adoption of contactless payments

Consumers around the world are switching to contactless to help with social distancing

RBR’s Global Payment Cards Data and Forecasts to 2024 reportreveals how increased contactless card issuance and acceptance combined with changes in consumer behaviour are driving growth in contactless payments. In 2018, the number of ...

Thumbnail-Photo: Behind the curtain: Inside Amazon
18.05.2020   #online trading #marketing

Behind the curtain: Inside Amazon

A Frankfurt startup helps sellers to improve their ranking on the platform

"I want to successfully promote and sell my products on Amazon" - that's the goal of many sellers. It comes as no surprise as the Seattle-based online store has evolved to become the largest e-commerce marketplace in Europe since its ...

Supplier

CCV GmbH
CCV GmbH
Gewerbering 1
84072 Au i.d.Hallertau
Delfi Technologies GmbH
Delfi Technologies GmbH
Landgraben 75
24232 Schönkirchen
Adasys GmbH – a Poindus Company
Adasys GmbH – a Poindus Company
Max-Planck-Straße 10
70806 Kornwestheim
Apostore GmbH
Apostore GmbH
Uferstraße 10
45881 Gelsenkirchen
APG Cash Drawer
APG Cash Drawer
4 The Drove
BN9 0LA Newhaven
Poindus HQ - Taiwan
Poindus HQ - Taiwan
5F., No.59, Ln. 77, Xing-Ai Rd.,Neihu Dist.
Taipei City 114
POS TUNING Udo Voßhenrich GmbH & Co KG
POS TUNING Udo Voßhenrich GmbH & Co KG
Am Zubringer 8
32107 Bad Salzuflen
Reflexis Systems GmbH
Reflexis Systems GmbH
Kokkolastr. 5-7
40882 Ratingen
SALTO Systems GmbH
SALTO Systems GmbH
Schwelmer Str. 245
42389 Wuppertal