Moore Wilson’s partners with Bridged IT for implementation of new Infinity retail management system

Iconic food emporium Moore Wilson’s has selected IT integrator Bridged IT for the transformation of its retail system. Triquestra’s Infinity unified commerce platform will be installed as Moore Wilson’s point of sale in stores, and create a hub for the brand’s customer experience and innovation in the future.

Moore Wilson’s will benefit from a modern retail management system that streamlines processes, improves access to information and allows the business to deliver personalised and seamless experiences at every touchpoint.

Founded over a century ago, Moore Wilson’s is a family-owned business beloved by chefs and the food obsessed. Built up around the foodservice and hospitality industry, it includes everything from fresh produce, meat, fish, breads and general grocery through to hospitality, kitchenware, toys, food, beverages and pop-up food caravans.

“Our point of difference is our face-to-face customer service,” explains Amanda Thompson, General Manager of Moore Wilson’s.

“We know who our customers are and we always strive to do things better, whether it’s the products we stock or the service we provide.”

Following a competitive review, Moore Wilson’s selected Bridged IT to deploy and support Infinity.  “Infinity is one of the few platforms able to accommodate our diverse business model, with both retail and wholesale customers requiring multiple volume breaks and bulk purchasing. And Infinity’s New Zealand presence gives us an out-of-the box solution with local capabilities that can be customised to our requirements.”

“We appreciated Bridged IT’s appetite to understand our business from the ground up,” Amanda says. “They have a collaborative approach that gives us access to their entire team and have robust conversations to establish clear goals.”

Amanda says Moore Wilson’s goal is to remain relevant and unique and continue to offer an outstanding customer experience.

“Infinity’s efficient point of sale and improved product management will allow us to provide exceptional customer service, and the right products at the right times.”

Infinity will provide opportunities to capture information on customers and add value to Moore Wilson’s popular loyalty card and rewards programme.

“Infinity will also give us the ability to tailor how, when and what we communicate to customers and then respond to their feedback and requests quickly and efficiently with accurate information.”

Gurjit Singh, Director at Bridged IT, says: “Moore Wilson’s has a remarkable brand heritage, with strong core values and an inspiring company culture. It has set the standard as a shopping destination for the food obsessed. We’re looking forward to helping them transform their retail operations, and then supporting Moore Wilson’s across its next 100 years of business growth and innovation.”

Moore Wilson’s transition to Infinity is targeted for completion in 2022.

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If it’s time to upgrade your point of sale to one that will scale and adapt to shifting consumer expectations and new technologies, contact us.

Video: Z drives customer loyalty with Infinity

Z Energy’s digital-first approach is unifying the customer experience across every touchpoint.

Watch Z’s Chief Digital Officer, Mandy Simpson, and Head of Site Systems, Andy Stewart, describe how its Pumped loyalty programme delivers the personalised experiences its customers expect. With Infinity providing a real-time view of customers, Z can understand and predict what customers want and develop the experiences they need. 

Mandy explains that Pumped helps Z develop personalised relationships and enhance the customer journey. 

“Customers want quite different things from Z depending on where they are, both in their day and also in their life. Because we can identify those customers and get to know their habits better, it allows us to predict what they're going to want and better help them to achieve their goals.”

Andy explains why Z chose Infinity for its loyalty platform. 

“We knew that Infinity had a loyalty module, we proved very early on that it was the right technology for us and was going to fit very nicely into our point-of-sale landscape. It was a no-brainer for us to make the decision to include that as part of our overall platform.” 

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For more on how Z Energy is using Infinity Loyalty to create seamless and engaging experiences that are fuelling sales and repeat visits, read our case study.

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If you’d like to get a real-time view of customers for more personalised experiences, contact us. We’d love to help you develop a unified customer journey.

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New in Infinity – January 2021

Here’s what’s new in Infinity to help you and your team create frictionless experiences for your customers.

Infinity is a modular platform and you may need additional components or licencing to access some functionality.

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CUSTOMERS & LOYALTY

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Create a tiered loyalty program

A customer’s loyalty category can now be changed using the Loyalty API, giving you the ability to implement an integrated, tiered customer loyalty program. For example, if an existing customer signs up to be a VIP customer online, the Loyalty API will send updates to Infinity Loyalty and the customer will receive their new offers and rewards. This also allows an external CRM system to re-classify customers.

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Generate and track loyalty offers in external systems

You can now create loyalty offer codes in external systems (such as Salesforce Marketing Cloud) and make those codes available in Infinity to generate targeted offers, while keeping Infinity as the single source of truth. This means that when a Loyalty customer wants to redeem an external offer, your store staff and website can identify it by either reference, and the offer can be marked as redeemed in the external system when it is consumed in Infinity. Store staff can also identify the offer by both the Infinity offer description and the external reference.

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Retrieve fuel discounts faster

Support office staff who need to search through large volumes of cents per litre (CPL) fuel discounts can retrieve those transactions faster and more efficiently. Search results are now organised into manageable chunks in a paged format. Staff using Infinity Loyalty and external loyalty systems can take advantage of this enhancement. 

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PRODUCT INFORMATION MANAGEMENT

Maintain accurate supplier information

Users are now warned if they try to use a product’s primary supplier as an alternate supplier as well. You can also use the new Duplicate Supplier Product Code Report to keep an eye on any double-ups and correct them.

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INVENTORY

Simplify goods receipting of packs

Your staff can now use pack details to receipt against invoices, simplifying the process by saving them the trouble of having to calculate the sell units that have been delivered.

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ORDER MANAGEMENT

Send customers progress updates for online orders

Keeping your customers informed about the status of their orders is now much easier following enhancements to Infinity Messaging. You can now send customers notification emails to show the status of their orders, such as completed and shipped, delivered or ready to be picked up. You can also send emails with pick-up reminders and when customers cancel orders. Order documentation can be attached to the emails to remind them what they have ordered.

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PRICING & PROMOTIONS

Faster creation of branch-specific promotions

If your multi-branch business doesn’t already use Infinity’s branch cluster functionality, you can still create pricing rules for branch groups. This means you no longer have to create promotions branch by branch, saving you time and ensuring greater accuracy.

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REPORTING & ANALYTICS

Accurate data for aged trial balance reports

You can now report on historical aged trial balances for a specified date and time. Infinity allows you to capture a snapshot of these totals at crucial moments, such as month-end. This is particularly useful if you run month-end a few days later, but still need accurate data. The report works in conjunction with the Infinity SQL Job Service, which has been enhanced to include an Aged Trial Balance processor.

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POINT OF SALE

Assign accurate reasons for cash transactions

Assigning reasons to POS transactions has been enhanced so that you can now set up separate reasons for cash pick-ups and deposits. This means your store staff can provide more clarity about the reason for the withdrawal or deposit, such as “float top-up” or “window cleaner payment”. 

Easier access to customer pricing

It’s now easier for users to see customer pricing that applies to items when using the Advanced Item Search. If you use customer pricing in conjunction with single unit promotional pricing, a red border around the item’s tile in the search results lets staff know that it has been repriced, allowing them to tell the customer the actual price they will pay for an item.

Better visibility of customer wishlists in stores

Using in-store wishlists has become more seamless now that users don’t have to add an item to a sale in order to see a customer’s existing wishlist.

Faster retrieval of epay receipts

You can now configure your printed receipts to show the epay transaction reference, so if the original epay receipt is lost you can get the transaction reference from the sale receipt or the reprinted sale receipt.

Simpler customer refunds in stores

Store staff can now use Infinity’s Returns Extended function to search for transactions using eternal transactions references, such as those on warehouse dispatch documentation, as well as Infinity reference numbers, making it faster and simpler to find transactions to refund against. 

Easier attachment of dangerous goods certificates

If you sell dangerous goods, you can now attach a certificate type to more than one product type across a tiered product inventory. This is useful in situations where a customer who holds an advanced certificate needs to buy a product type that requires a lower-level certificate. Infinity now allows the advanced certificate to be attached to products at all lower levels.

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TECHNOLOGY

Help to disable TLS 1.0 for PCI compliance 

If you need to disable TLS 1.0 to meet PCI requirements, Infinity Core now supports using an alternate database provider that will connect to the SQL database with TLS 1.0 disabled. Prior to this change, disabling TLS would stop any connectivity to SQL Server databases.

Infinity Core is the first module to be updated and Triquestra will be working through the wider product suite to enable and validate operations without TLS 1.0 enabled.

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To find out more about any of these enhancements and add them to your Infinity platform, contact us. 

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Video: Cue creates award-winning customer experiences with Infinity

Cue Clothing is a retail disruptor. Recently awarded the ORIAS ‘Best Multichannel Retailer’ for the second year running, Cue is unleashing innovations that are building a disruptive competitive advantage.

Watch Shane Lenton, Cue’s Chief Information & Digital Officer, and Lauren Cantwell, Cue’s eCommerce Manager, talk about how the retailer is blending digital and physical channels to reduce friction from every aspect of the customer experience.

With the Infinity unified commerce platform as its core, Cue is creating rich emotional connections, driving up conversions and sending transaction values soaring.

Shane Lenton describes why Cue moved to unified commerce, how he uses Infinity to deliver frictionless commerce across all of Cue’s channels and the business outcomes achieved, saying: 

“It's the nirvana that a retailer looks for - a single view of inventory, a single view of customer and harmonised pricing across channels. And for us, it's become a real game changer.”

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For more on how Infinity is enabling Cue to create industry-first innovations,  
read the full case study.

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If you’d like help to reduce friction from your customer experience, get in touch. We’d love to explore how Infinity can help you develop a unified customer journey.

GAS selects Triquestra for nationwide fuel point of sale system

Gasoline Alley Services Ltd (GAS), New Zealand’s largest network of independent fuel retailers, has chosen Triquestra as its strategic partner to transform its retail system.

GAS’ goal is to support its retailers in providing great customer experiences that drive growth throughout the fuel network.

Triquestra’s Infinity unified commerce solution will be installed as the GAS point of sale in approximately 120 sites nationwide. GAS will benefit from a modern retail management system that offers more flexible and streamlined customer transactions and which delivers more control and agility right across the network. 

In 2020, GAS decided to replace the two legacy POS systems operating in its network with a single retail platform. “We needed a new state-of-the-art, industrial strength retail system,” explains GAS Executive Director Tim Ellis.

“Our long-serving current software is unsupported (or will shortly become so) and faces increasing administrative and commercial challenges,” Tim says. “In addition, our processing of AA Smartfuel loyalty transactions is relatively manual, and we want to integrate these into the routine transactional operations of our fuel stations.”

Following a competitive RFP process, GAS chose Triquestra to help it achieve its modernisation objectives.

“Triquestra’s local presence and market knowledge was a huge factor in our decision,” says Tim.  “With a local head office and an extremely competent and responsive team, there’s an agility in the relationship that is highly valuable and attractive to us.”

“We are confident that Triquestra’s extensive fuel sector knowledge and experience lowers our risk and offers us the most reliable path to a full, effective deployment and ultimately to a satisfactory return on our investment.”

Tim says the GAS network is looking forward to more visibility of its key data.

“Infinity will give us greater flexibility and granularity of information so that we can tailor our market promotions nationally, regionally and even individually,” he explains. “GAS retailers will be able to create targeted promotions for the needs of their own local communities - something which is game changing and genuinely exciting.”

“The agility that Infinity offers us will give us greater control over what we do, when we do it and how.”

Tim adds that they are looking forward to the extensive, sophisticated management information Infinity will provide both to individual GAS retailers and to the head office.

“Infinity will make it easier for our retailers to plan and make strategic business decisions. With greater efficiencies and higher quality management information readily available at our fingertips, we’ll all have a better perspective on how our businesses are performing.”

Kelly Brown, Chief Executive of Triquestra, adds: “GAS is an iconic, 100 percent Kiwi brand. We’re very proud to be selected as GAS’ platform partner and are looking forward to helping to modernise its retail experience by providing the speed, convenience and simplicity that customers and individual retailers are increasingly demanding.”

The GAS transition to Infinity’s point of sale is targeted for completion during 2021.

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If it’s time to upgrade your point of sale to provide the speed, convenience and simplicity your people and customers demand, contact us.

New Zealand Post chooses Triquestra as its strategic partner for transformation of its retail system

NZ Post has signed a multi-year agreement with Triquestra to support its retail transformation. The national delivery provider’s goal is to accelerate its digital transformation and provide richer, more seamless omnichannel customer experiences.

Triquestra’s Infinity unified commerce platform will be installed as NZ Post’s point of sale system in 244 outlets across New Zealand and create a central hub for omnichannel excellence and innovation in the future.

NZ Post will benefit from a modern retail management system that will keep pace with shifting customer expectations and new technologies, and offer more flexibility in how NZ Post engages with its customers.

“We required a modern, scalable and highly available retail management solution to replace our aging POS and create a platform for innovation,” says Mark Yagmich, NZ Post GM Physical Channels.

“After a thorough tender process, we chose Triquestra to help achieve that vision,” adds Mark. “Triquestra has a referenceable track-record of success supporting multi-store retailers at the forefront of omnichannel innovation, with a broad product capability and experience, and the right people and processes to move fast.”

Infinity will replace NZ Post’s legacy POS solution and support its retail operations and management, including point of sale, inventory, customer data, order management, analytics and loyalty.

NZ Post’s transition to Infinity’s point of sale in stores will be a phased approach that starts in August 2021, with deployment and support provided by Triquestra’s implementation partner, ECL Group.

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Are you looking for ways to keep pace with shifting customer expectations? 

Contact us to see how Infinity can help you merge physical and digital channels to deliver the seamless omnichannel experiences consumers now expect.

Video: Z creates world-first customer experiences with Infinity

With Infinity providing a single customer view, Z is elevating expectations of the fuel retail experience.

Z Energy is New Zealand’s largest fuel retailer with more than 500 Z and Caltex sites. 

With Infinity, Z is pursuing growth opportunities and delivering award-winning customer experiences, including a world-first innovation – Sharetank, a virtual fuel tank.

Z’s Chief Digital Officer, Mandy Simpson, and Head of Site Systems, Andy Stewart, share how the fuel retailer is digitising its business to deliver the unified experiences its customers expect and how Infinity and Triquestra has helped.

Mandy explains that Z is transforming for a digital future where they can predict what customers are going to want and then deliver the experiences they need, saying: “That is the heart of the digitisation goal, which is producing really amazing experiences for our customers, for our employees, and for everybody who works with us.”

Andy describes how Z’s use of Infinity has evolved from point of sale through to enabling a truly unified experience.

“We're now able to get complete visibility of our customers by virtue of the fact that every transaction that a customer does at a Z site comes through one of the Infinity products, whether that's point of sale or whether that's via our app channel. 

“We're able to use that data now,” adds Andy. “We know when our customers are shopping with us, we know when they're not shopping with us, and we're able to harness that data to enhance our loyalty experience for those people.”

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If you’d like help to develop your unified customer journey, get in touch. We’d love to explore how Infinity can help you give customers more personalised and frictionless experiences across all channels.

How our clients made the top 25 of Australian CIOs

Two of our amazing clients have been recognised in the latest CIO50. Shane Lenton of Cue Clothing is ranked #8 and Rohan Penman formerly of T2 Tea is ranked #23 on the list of Australia’s most innovative technology and digital leaders.

We’re very proud of the partnerships we’ve built and how Infinity supports each retailer to deliver frictionless customer experiences that are driving engagement and growing revenue. And we feel very fortunate to work with such inspiring leaders and their talented teams to deliver game-changing customer experiences.

Here’s why Shane and Rohan made the cut:

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Shane Lenton – the innovator

Shane is among the first retailers globally to pioneer unified commerce to create immersive and “zero-friction” experiences for customers across all channels and touchpoints.

That meant that Cue was able to find entirely new and now bursting pockets of opportunity during the pandemic, with the CIO50 judges saying: 

“The results have been spectacular, with Cue establishing itself as a true innovator in transforming the retail experience at a time when most companies in the sector were on their knees if they hadn’t yet closed their doors.”

Read Shane’s CIO50 story where he shares his approach to delivering award-winning customer experiences.

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Rohan Penman – the change agent

Rohan’s ranking is fantastic recognition of his success driving a major digital transformation over the past 24 months, revamping enterprise systems including the implementation of our Infinity unified commerce platform.

Rohan and his team also managed the global rollout of Infinity point of sale, saying: “This has transformed inventory management as well as customer loyalty and voucher tracking, giving customers more immersive and frictionless experiences.”

Read Rohan’s CIO50 story where he shares his milestones over the past year, and approach to leadership and agile working.

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If you’d like help to develop a unified customer journey, get in touch. We’d love to explore how Infinity can help you give customers more personalised and frictionless experiences across all channels.

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Find out how a move to a unified commerce strategy gives you the flexibility and agility to keep ahead of consumers’ changing needs. Download our ebook.

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University of Canterbury selects Infinity to improve customer experience and keep data secure

University modernises its retail operations to give staff and students seamless experiences using Infinity unified commerce platform

We’re delighted to announce that the University of Canterbury has chosen Infinity for the standardisation of its point of sale systems.

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In 2019, the University kicked off a wide-ranging programme of work to upgrade its technology infrastructure and transform the student experience. This included a project to unify its disparate, legacy point of sale systems across the campus onto a single retail platform.

Toni O'Donohue, Finance Shared Services Manager at the University, says that a key driver for the project was to eliminate security risks and ensure the University met the payment card industry (PCI) security standard. “By upgrading our retail system we would not only ensure that our customer information was protected, but we could also provide our staff, students and stakeholders with a seamless customer experience, now and in the future.”

Deloitte was appointed to manage the project and, after evaluating a wide range of retail solutions and conducting a competitive RFP, the contract was awarded to Triquestra.

Toni says the University needed a partner with strong retail sector knowledge and experience to support the University’s growth and reduce the administration burden.  A key factor in their decision was Infinity’s maturity and support for a broad range of retail environments.

“We needed a proven solution that could seamlessly integrate with our enterprise finance system and technology stack spanning a large number of apps, data and business systems. Infinity was the best solution to meet that need.”

During August 2020, Triquestra’s support partner ECL Group deployed Infinity across six Business Units providing a diverse range of online and on-site offerings, from parking permits, cashiers, accommodation, lockers and printing centres, through to products and services sold by the Schools and Colleges.

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Fast, easy and accurate

The University now has a modern retail management system that will adapt and evolve to the University’s future technology, business and regulatory requirements.

“We've had really positive feedback from users about how easy the system is to use and how it's made the whole sales process a lot quicker and more efficient for them,” says Anne Campbell, the University’s Team Leader at Finance Shared Services.

“Many of the Business Units previously grappled with multiple systems that didn’t easily integrate and were taking a lot of time and effort to maintain. They now have a single system with a consistent process that saves time, reduces errors and frees them up to focus on the customer rather than the transaction.”

Their users can now see sales data in a more timely way, with Infinity giving them accurate, up-to-the-minute reporting on transactions to help them improve their forecasting and purchasing.

“And, of course, we’re now PCI compliant,” says Toni. “This is critical for our customers’ security and peace of mind, and protects our operations and business reputation.”

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If it’s time to upgrade your point of sale to one that will scale and adapt to shifting consumer expectations and new technologies, contact us.

How a unified commerce platform solves retail inventory problems

This post was originally published January 2020 and updated on 15 October 2020

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Many retailers have launched new contactless delivery and self-serve options but can only access rudimentary sales and inventory positions. That prevents them from offering the ‘buy anywhere, fulfil anywhere’ services that are best for customers and most profitable for them.

Managing inventory is one of the most challenging processes for retailers – no matter their size. It’s also the largest cost. It’s a balancing act to strike the right stock levels and adjust those levels as your business changes. Understocks lead to missed sales and dissatisfied customers, and overstocks tie up your capital and result in markdowns that can hurt your margins. 

Some retailers struggle with the fundamentals of inventory control, such as stock taking, demand forecasting, planning and receipting. And in a world where online and offline channels are blending into a single brand experience, customers expect access to products wherever and whenever they want.

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Unify your inventory 

To provide the purchasing and fulfilment options you need for frictionless experiences that delight customers and reduce costs, you first need to get tight control of your inventory. 

A unified commerce platform gives you a single, accurate and up-to-date view of inventory so you can be sure that you have the right product at the right place at the right time.

With unified inventory management across all locations, you can make better decisions about what stock to order and how to make it available in your physical, mobile, online stores and call centres. 

 You can react to trends quickly, and forecast demand based on historical data, sales forecasts and seasonal variations. And with the platform’s open architecture and APIs, you’re free to add new features, channels, apps and services that will increase customer satisfaction and benefit your business in many ways:

• Increase sales with ‘endless aisle’ capabilities that let you sell products stocked in any location and have them delivered direct or collected by the customer

• Reduce inventory costs by moving stock to the right location when it’s needed and cutting your overall stock requirements

• Create dark stores for online order fulfilment, turning physical locations into temporary or permanent fulfilment nodes to enable faster delivery and keep retail staff working

• Turn locations on and off for endless aisle fulfilment based on the stock mix and quantities, store closures due to the pandemic or surges in online shopping

• Lower fulfilment costs by delivering direct to the customer using store-to-door, warehouse-to-door, click-and-collect, kerbside pickup or optimised sourcing

• Offer more purchasing and fulfilment options to customers so they can locate items in-store, buy online, collect in-store, reserve online, receive the same day or at a time and location of their choice

• Optimise your product range by matching stock to each store’s location, community and demographics while still giving access to your complete range via endless aisle

• Extend your range across more sales channels such as in-store kiosks, shoppable screens, pop-up stores, concessions and mobile devices.

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Retailers reaping inventory benefits with the Infinity unified commerce platform

T2 Tea makes shopping contactless

We partnered with T2 Tea to quickly offer a new click-and-collect service in its 20 Australian stores. After achieving a massive 350% increase in click-and-collect orders, it has been turned on in New Zealand, Singapore, the UK and US.

Cue delivers anywhere, anyhow

With a ‘buy anywhere, fulfil anywhere’ strategy and Infinity’s centralised hub providing the inventory and fulfilment smarts, Cue Clothing is using its 240+ stores across Australasia to take on online giants like Amazon and changing the way customers shop.

Night ‘n Day gets tight control of inventory

By simplifying inventory management with Infinity, convenience grocery retailer Night ‘n Day is cutting costs, freeing up time and increasing net profit to around $12,000 per store each year.

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If you’ve put in place some quick-fixes to get new capabilities up-and-running and are now looking at how to build a foundation for frictionless customer experiences, talk to us about how to start with a single view of inventory.

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For more on unified commerce and why it’s the future of retail, download this free ebook.

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