When an important Client, an elite Italian brand that manufactures luxury sneakers, asked us for support to start a rollout project of a new POS system for its flagship stores throughout Italy, we said: present!
Raffaella Lorenzini, IT Service Desk Retail Technician who specializes in coordinating IT projects and activities, reveals how Binhexs acted to complete operations in a systematic and efficient manner.
A brand in vogue that knows how to innovate
The brand, a designer sneaker brand that has gained increasing popularity due to the craftsmanship, originality, and uniqueness of its products, and which recently went public, is adopting a new POS system that is more innovative, easy to use, and lightweight.
To carry out the rollout of the new POS, careful planning and strategy was required.
A POS rollout project: from product to support
Behind the rollout of an important sales software, there is more than just choosing the right product which suits the company’s needs at best. After this phase, the actual project starts, and it is necessary to:
– establish a project gantt, hiring a dedicated project manager,
– engage the right partners and resources for on-site and remote interventions,
– organize and plan activities on the different stores in a consistent and feasible way, meeting deadlines and timelines,
– train store staff on the use of the new systems.
But it doesn’t end there: once the new platform is adopted, it is critical to have a support service for all possible issues to the new checkout software that might happen from opening in the morning to closing the store in the evening.
This is what Binhexs can do: be a single strategic partner, starting from the choice of the new systems to the implementation of the project with dedicated figures, to ongoing service desk support for retail.
The impacted flagships
For this activity, which at the moment has seen us involved in the rollout on more than 20 flagships in Italy, our colleague Raffaella tells us that “1 project manager, 1 coordination figure (i.e., me myself) and about 5 technicians have been activated, working remotely and on-site” to “complete configurations and installations necessary to make the new POS system work in all the stores.” The latter, we add, are always located in prestigious areas of major Italian cities, such as Via Cusani in Milan or Taormina, Sicily, so it is imperative that IT technicians are flawless and make the process as smooth as possible.
Notably, Binhexs has also been involved in the opening of new strategic stores for the brand. These then underwent an “IT build-out” process practically from scratch, which involved additional activities such as staging new PCs for the store, connecting cables, and so on.
Hypercare: beyond the project
Binhexs and the provider of the new POS software do not stop at simply managing, coordinating, and operating the project. Thanks to a strategic partnership with X/Y Retail, our teams are being providing training, on-site and remotely, to the Client’s staff to teach Sales Associates, Store Managers, and all store personnel how to use the new platform and what to do in case they need support.
Finally, once the new system goes live, it is Binhexs “that supports the stores in the first instance,” as Raffaella explains, “thanks to a dedicated team that is in charge of delivering the retail service desk.”
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