When you’re implementing your omnichannel strategy, you have a lot of things to put together.
Which you can do.
But once it’s in place, that doesn’t mean the job is done. That means the job has just begun. Now comes the fun part: managing the systems.
What, that doesn’t sound like the fun part? In that case, maybe you’re already into it and know for yourself.
1. Hardware.
It starts before you can actually get started. Getting all the hardware gives you tasks upon tasks. First you have to source it. Then you have to configure it to work with your POS. Configure it. Test it. Stage it.
And only then can you put your technology package to work. Maybe. As long as it all plays nice together—which isn’t always the case.
Beyond all the struggles and hiccups of implementation and setup, there’s still the learning curve of new applications and software.
Yeah, hardware is hard.
2. Global Payment
What about processing global payments?
Well, to make sure you’re offering the payment options customers want, first you have to make sure you have the technology and certifications required. Not only does that take a lot of time to source and implement, there are also costs associated with the different certifications you need for the various payment processing options.
Then there’s the complexity of facilitating payments, making sure that all the devices integrate properly with POS systems. Finicky, complex systems that don’t always play nice. And that’s if you already have the expertise to understand them.
Needless to say, this can be a pretty big burden. A burden that keeps going. Think you got all the credit cards you need? As soon as you do, there’s something new. Venmo, Paypal, Affirm, or other payment options people are clamoring for, i.e. Apple Pay, Samsung Pay, and new devices that people expect to use.
It’s difficult enough to move quickly in your retail operation. It’s almost impossible to keep up with global payments.
3. Helpdesk
Then, there’s the issue of what you do when you need help. Sure, you can call a helpdesk. But which helpdesk? There’s a different one for every piece of technology and provider that you have.
Usually, though, they can only give you generic answers from a script. If you’re really lucky, you’ll get someone who can actually speak to exactly what you’re doing.
That luck can only go so far, though. Even if they can help you with the technology you’re struggling with, they almost certainly won’t be able to help with your entire system. To say nothing of fixing the issue or making improvements for the future.
Not so much help from the helpdesk, huh?
4. Customer Success
That’s just the tech industry’s fancy term for basic support. What you’re really looking for is success and a return on your investment. To achieve that, you know it goes a lot deeper than making things work.
Well, you could always ask the people who created the solution, right? Perhaps. They might have had an idea of what it could do, but they rarely understand how it gets used in the real world.
Too bad your retail business is in the real world. So when it comes to making things really work, it’s all up to you.
You have to test all the features yourself. Not that you don’t mind being in control of your success. It just wouldn’t hurt if someone else could give you some proven tips.
In other words, there’s a lot to manage. But wouldn’t it be great if you didn’t have to? We know a way that you don’t. Because someone can handle it all for you.