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Industry News - March 20th 2015



Unisys Teams with ServiceNow to Deliver New Integrated Service Management Solutions

Unisys Corporation has announced that it has become a global managed services partner to ServiceNow®, the enterprise cloud company, to deliver integrated service management solutions for enterprise clients around the world.
Today's digital businesses need personalized, on-demand, "always on" business and IT services to support their workers, partners and clients. To meet the growing demand for those digital services, Unisys will provide new subscription-based service management solutions, integrated with the ServiceNow enterprise cloud platform, as part of the Unisys Edge Service Management offerings.
Unisys has also established a new ServiceNow services practice to assist clients in planning, implementing, optimizing and managing ServiceNow solutions. In addition to enhancing users' service experience, the new Unisys solutions are designed to help organizations reduce operating costs. Clients seeking to build on their current investments in the ServiceNow platform or planning a future migration will be able to draw on Unisys' expertise in IT strategy, enterprise solution integration, service governance, mobility, big-data analytics and other disciplines to enrich the services they provide.
The initiative opens growth opportunities for Unisys and ServiceNow. Analysts estimate that the current size of the global market for service management solutions is $21 billion, with expected growth at a compound annual rate of 8.2 percent through 2017.1
The new Unisys Edge solutions delivered on the ServiceNow platform are designed to provide value in key areas of service management:
Operational and big-data analytics: Clients can not only streamline operations and reduce costs by analyzing service performance to predict and preempt events, but also mine information on business transactions to identify potential new revenue channels;
Managed mobility: Organizations can establish comprehensive strategies, best practices and services for development and support of enterprise mobility programs; and
Walk-in support: Clients' employees can obtain device, application and other technology support from on-site service representatives at Unisys Tech Cafe support centers on office campuses whenever they need it to stay continually productive.
The new Unisys services practice will also provide a full complement of Edge Service Management advisory, implementation and optimization services for the ServiceNow solutions, including process maturity assessment, service delivery design, legacy migration and ongoing platform management.

EarthLink Launches New Bundled Solution for Franchisees at 2015 MURTEC

EarthLink Holdings Corp. has launched a new bundled franchise solution at the 2015 Multi-Unit Restaurant Technology Conference (MURTEC). EarthLink developed the new solution after franchisors on its Retail Advisory Council shared their need for an all-inclusive offer that would protect their brand and customer experience while being easy to implement for their franchisees. The turnkey solution is designed for franchisees with limited IT resources, and enables them to secure their data, protect their brand assets and provide a consistent customer experience across all of their locations. 
The bundle of services includes PCI compliant IP VPN service with managed router and firewall, PCI assessment tools and assistance, and $100,000 of financial breach protection per location. It also features Secure WiFi with rogue device detection and quarantine, a social media platform to connect guests to loyalty programs and drive a consistent customer experience, and an optional offer engine to generate increasing guest returns.

Waffle House Rolls Reduces Transaction Times 79 Percent with Cloud-based POS

Waffle House has completed its rollout of NCR Silver™ to 1,400 corporate locations across the country. The iconic Southern restaurant brand is now preparing to roll out NCR Silver to hundreds of participating franchise restaurants.
Waffle House – which previously used a traditional cash register and a separate credit card reader – chose NCR Silver’s franchise-focused, touch-screen system for its efficiency, ease of use and all-in-one functionality. The new franchise platform provides customers such as Waffle House with a rugged hardware package built on a customized franchise-focused closed-system Android solution.
The NCR Silver rollout helps Waffle House’s efforts to thoughtfully modernize its restaurants and to improve the customer experience by speeding up transaction times. Not only were site installations quick – the NCR Silver platform was operational in less than an hour, on average – but customer transaction processing times were reduced from 14 seconds per order to 3 seconds, a 79 percent improvement.
When searching for a modern system, the 60-year-old restaurant franchise looked for a scalable solution that could be optimized for its business – while keeping its customer-centric culture intact. The move to NCR Silver was a major one for the company, which only began accepting credit cards in 2006.   
Waffle House’s open kitchen environment and the manner in which its servers call out orders to the cooks are two examples of the restaurant’s established culture that the restaurant doesn’t plan to change.
In addition to improving the customer experience, Waffle House also selected NCR Silver to improve its associates’ experience via an easy-to-use interface. While the Waffle House team developed both written and visual training materials on NCR Silver before deployment, they found that many of their employees learned how to use the solution with minimal or no instruction thanks to the platform’s intuitive tablet interface. 
Once the initial phase of NCR Silver implementation and training is complete, Waffle House managers utilize new reporting features, such as shift sales, to maximize effectiveness.
Expansion into the franchise space is part of NCR Small Business’ strategy to deliver a more robust offering to all its customers in 2015.

Coach Fuels Omnichannel with Flagship E-Com Site

Coach, Inc. has re-platformed its flagship site, Coach.com, on the Demandware Commerce Cloud. The company switched from its previous platform to Demandware's cloud solution to gain greater business agility and to fuel growth across channels and geographies.
Coach is a leading New York design house of modern luxury accessories and lifestyle collections for men and women. Started in 1941 as a family-run workshop, the company went on to define approachable luxury for a generation and today has more than 1,000 directly-owned and operated stores worldwide as well as a global network of wholesale and distributor partners.
The retailer moved to its new platform in order to better support the company's omnichannel business transformation and international expansion plans. Demandware provides a more flexible and scalable model aligned with the company's growth strategy and enables Coach to keep pace with its evolving consumer base. With Demandware, Coach has a robust and always-current platform that puts control in the hands of business users, with the operational benefits of the cloud.
"We weren't just looking for a new ecommerce platform; we wanted to fundamentally change our operational model to gain better control and be able to execute across channels and geographies faster," says David Duplantis President, Global Marketing, Digital & Customer Experience at Coach. "We selected Demandware because its cloud model enables the speed and agility we need to pursue our strategic initiatives today and into the future. We are very pleased with the initial launch and are confident that Demandware is the right strategic partner as we continue our digital transformation."

The new Coach.com launched on Demandware in January with an evolved modern luxury customer experience. The company plans to leverage the Demandware platform for further international expansion and to accelerate omnichannel operations.


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