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DUMAC's Point-of-Sale System Brings Dryden Agway's Warehouse to the Checkout Counter
Posted on July 25, 2001 By Cornelius J. Hannon Lance Sprague's fingers really do much of his walking since Dryden Agway in Dryden, NY, installed a retail-oriented, worker-friendly, Catapult (from ECR Software) Point-of-Sale system that brings the warehouse barn behind the store to the checkout counter. Now, Sprague can answer inventory questions from right where he stands - whether the person asking is on the other side of the cash register or at home on the phone thumbing though the yellow pages. Not that Agway's assistant manager has turned in his work boots for comfortable slippers. The system is such a storewide step saver, though, he probably could. But, the hallmark of Agway's business is customer service. So, when Sprague is not at the register he's in the aisles helping customers. The DUMAC system helps with this upfront and personal touch, because of the ease it makes tracking the backroom business. "Being able to automatically bring up inventory on the screen, rather than walking through the barn shuffling stock is a major improvement in customer service," Sprague says. "If a contractor calls in a panic from a job site, for instance, I can tell him immediately if we have the product he needs. That doesn't just save time, it probably saves a sale and could mean a customer for life." Anyone who has walked through a lumberyard looking for a specific cut of wood in stock can appreciate the computerized system's ease, speed, and convenience. But, what can it do for horse lovers? "We stock at least 50 varieties of feed, including many for horses and ponies," Sprague says. The warehousing task is further complicated, because the basic varieties are further divided and bagged in differing mix percentages. "Keeping track, kept me running. Horse owners are very particular about feed." To put this inventory dilemma into more perspective, the feed is in just one corner of the barn. The feed, the lumber, and every other item in stock here are now a fingertip away for Sprague and the rest of Agway's staff. Inventory control is just one feature of this versatile DUMAC system that incorporates a software package - ECR Software Catapult R program - designed to improve business operations at small and midsize retailers. It is the first, from the ground up, point-of-sale software specifically written for Microsoft R Windows NT, and the system can be tailored to any retail operation. Because the system seamlessly interfaces with a business' current computer setup, training time is minimal, so time savings begin almost immediately. Edie Eaton, Agway's office manager, estimates the DUMAC system cuts almost three days off her billing procedures during seasonal peaks. "For 15 years each spring, I would have to duplicate the key process by manually inputting thousands of register receipts into the office computer to prepare statements for our house accounts," she says. "Now, it is done automatically at the moment of transaction. I just review it, print the statements and send them out. It frees me up to be an extra person on the floor and for other office business." "An important aspect of this software program is its ability to assist business growth by blending into current company operations," says Peter Richard, a DUMAC POS Systems specialist. "It enhances a comfortable process, rather than disrupts it. It has a positive effect from the beginning, because it is both cost and time efficient, does not make an existing computer system obsolete, and it frees employees to contribute to other areas of the business." Richard then pulls out his ace in the hole. "As company growth creates new opportunities, our system is designed with the built-in capability to adapt and support growth without a major equipment upgrade or expense," he says. It grows as the business grows, with untapped applications waiting when company progress needs them. After DUMAC completed a needs assessment, Agway management - determined to bring the company into step with today's business environment - reviewed the plan, comparing it to a number of other systems. Edie Eaton, the person most directly affected by the change, did the most intense scrutiny on the DUMAC system and its competition. In the end, she was convinced that DUMAC fit the bill for two main reasons. First, it directly interfaced with her familiar Quick Books program so it would be an easy adjustment to her daily routine. Second, DUMAC's service was the other dealmaker. "It wasn't just DUMAC's history of quick service and support that impressed me," Eaton says. "The fact that DUMAC had on-staff ability to solve both software and hardware questions was really important. We get answers with a single call, and that was different from what other companies could provide." DUMAC has been the difference for many companies because of a company culture that combines cutting-edge technology with razor-sharp technical knowledge. The POS system installed at Agway can be adapted to most retail operations with tailored features that offer simple, but accurate, transaction inputting, inventory control, price maintenance, and record keeping - all at a person's fingertips on a customized, user-friendly touchscreen. And, all the while, there is a seven-person support staff as close as the phone next to the terminal and ready to travel should the need arise. Not only does the system take care of business, it helps polish a company's image. "Before, after making the double entries to prepare the statements, I'd stuff the envelopes with the verifying register receipts for each transaction. During busy months that could mean one hundred statements, accounting for hundreds of sales receipts each week. That's a lot of paperwork, not to mention some hefty envelopes," she says. "Now, we have a more professional presence when the bill is received," Eaton says. "It is an inclusive single statement with everything precisely recorded." The DUMAC system also provides individual transaction receipts if required for reference. Another DUMAC feature is the independent operation of each terminal that keeps a company in business when there is trouble along the network. If one goes down, the others terminals in the system continue unimpeded. If the trouble is in the server, the remote terminals function as usual, storing data that is then automatically transmitted to the server banks when it is operational - no single point of failure. At Agway, the system's versatility means the checkout counter is never closed. Neither is the office. "Anything I normally do in the office, I can also do at the counter, so there isn't any downtime in my accounting work," says Eaton. "That's a real plus for me." The office computer reciprocates, processing point-of-sale business if necessary." Everything is processed - and reviewable in real-time - regardless of where it is being entered. Sprague considers the DUMAC system practically intuitive. "It almost eliminates human error," he says. "It automatically recognizes credit card transactions, for instance, basically refusing to ring a mistake. Reconciling the drawers at the end of the day is incredibly easy with this system." Since the system is geared to better service, Sprague and his co-workers should also find it easier generating more transactions. The instant option qualities of the touch monitor results in quicker service, eliminating time glitches for items like automatic customer discount packages and tax-exempt status. "Being able to handle customer orders efficiently is a win-win situation, since the customer is happy to get back to work and the company is pleased to move to new business," he says. "It's a positive experience for all concerned." Customer feedback and appreciation is not just centered on Agway's quick service. It's been almost a year since the system was installed and people still comment about the image it brings to the business, Sprague says. Increased customer satisfaction was one of the reasons Agway management decided to upgrade their technology. The DUMAC system does that and brings endless possibilities to continue upgrading service through the expansion of the system. The capabilities are almost endless from how the screen can be designed, to what is displayed, right down to the inner most functions the network is asked to perform. It's another win-win situation that the DUMAC difference seems to generate. Agway's POS system is packed with technical advantages that it encourages the company's future growth while effortlessly humming along processing today's business. The DUMAC system is ready to answer the company's new demands. Versatility like this should be on top of every counter, not in the back of anyone's mind. When asked how much the system has helped the business environment, Lance Sprague almost seemed like he was reading an applause monitor. "It has meant great improvement in our capability," he says. |
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