Kit and Ace, a Vancouver-based fashion brand known for its functional yet stylish wardrobe essentials, has undergone a significant transformation since its acquisition by CEO George Tsogas and CFO Melissa Kinnoch in 2017. The brand has focused on streamlining operations and enhancing their multi-channel shopping experience, with a pivotal change being the switch to Shopify’s POS (point of sale) solutions.
Addressing Previous POS System Challenges
Connectivity Issues with Bluetooth Card Readers
One of the primary issues Kit and Ace faced with their previous POS system was the unreliable connectivity of Bluetooth card readers. These devices frequently disconnected during peak hours, leading to stressful situations for staff and an unsatisfactory experience for guests. The constant need to reconnect the card readers disrupted the flow of transactions and created long wait times, frustrating both employees and customers. This frequent disconnection not only impacted the in-store atmosphere but also hindered the smooth operation that modern retail demands. In an era where efficiency is key to customer satisfaction, such interruptions were untenable.
Compounding these issues was the frustration of staff members who had to manage these technical difficulties on top of their usual responsibilities. The unreliability of the Bluetooth card readers stood in stark contrast to Kit and Ace’s commitment to providing a seamless shopping experience. The disconnects caused considerable delays, queuing bottlenecks, and left a negative impression on the brand. In an age where customers expect swift and reliable transactions, overcoming these connectivity issues became a top priority for Kit and Ace’s management team.
Lack of Modern Fulfillment Options
In addition to connectivity problems, the former POS system lacked the capabilities to support modern fulfillment options such as store pickup (BOPIS) and ship-to-home orders. This limitation forced employees to use workarounds, including manually assisting customers with online orders via the company’s website. This approach was inefficient and failed to leverage the potential of a seamless, integrated multi-channel retail system, ultimately hindering the overall shopping experience. The absence of such essential features in the POS system presented a significant barrier to meeting customer expectations in an increasingly digital shopping landscape.
The inefficiencies of not having BOPIS and ship-to-home options integrated into the POS system were glaringly obvious during peak shopping periods. Employees had to juggle between different platforms to fulfill customer needs, increasing the chance of errors and prolonging the transaction process. These workarounds were not just a temporary annoyance but represented a systemic problem that undermined the brand’s capacity to offer a truly cohesive shopping journey. This situation underscored the need for a more robust, modern POS system that could harmonize in-store and online shopping experiences.
Transition to Shopify POS
Upgrading to POS Go Devices
To address these challenges, Kit and Ace transitioned to Shopify POS, upgrading their hardware to POS Go, Shopify’s mobile POS terminal equipped with a built-in card reader and barcode scanner. The shift to Shopify’s fully integrated POS software and hardware solved the connectivity issues and enabled the brand to offer a unified, efficient shopping experience. This move allowed their staff to check inventory availability instantly without leaving the customer’s side, providing real-time information about product availability directly from the store floor. The transition marked a significant leap toward modernizing Kit and Ace’s retail operations.
The introduction of POS Go devices incorporated a greater level of mobility and flexibility into the store environment. Employees no longer needed to operate from a fixed point, meaning transactions could be completed throughout the store, enhancing the overall fluidity of the shopping experience. This upgrade not only addressed the technical limitations but also optimized the workflow, enabling staff to interact with customers more naturally and efficiently. By embedding these advancements, Kit and Ace could maintain a high standard of service, ensuring each customer transaction was smooth and prompt.
Enhancing Store Pickup and Ship-to-Home Orders
One of the significant benefits of this switch was the ability to handle store pickup orders directly from Shopify POS, eliminating the need for workarounds. The POS Go devices empowered the store teams to process pickup orders swiftly, ready the orders for collection, notify guests upon readiness, and mark them as fulfilled—all without queuing for access to a traditional POS terminal. Similarly, for ship-to-home orders, the team could now complete transactions directly through POS Go, ensuring that the sale was attributed to the store, enhancing the store’s performance metrics. This seamless integration of multiple fulfillment options represented a critical advancement for Kit and Ace.
The seamless processing of both store pickup and ship-to-home orders became a game-changer, especially during peak shopping periods. Customers experienced faster, more reliable service as order fulfillment could now be managed more efficiently. This capability allowed Kit and Ace to cater to a wider array of customer preferences, thereby expanding their service spectrum. The newfound efficiency from Shopify POS technology, including POS Go devices, not only impacted the speed of transactions but also improved overall customer satisfaction by reducing wait times and minimizing errors.
Improving the In-Store Shopping Experience
Mobility and Flexibility in Transactions
The introduction of POS Go not only addressed technical and operational issues but also elevated the in-store shopping experience. For instance, staff members could facilitate checkouts anywhere in the store, including fitting rooms, enabling guests to wear their purchases right out of the shop when desired. This mobility and flexibility significantly reduced wait times and improved overall customer satisfaction. The ability to begin and complete transactions without moving to a separate checkout counter transformed the shopping environment, making it more customer-centric and efficient.
Furthermore, the decentralization of the checkout process meant that store associates could spend more time assisting customers with personalized service, rather than managing long lines. This enhancement improved the shopping journey, fostering a more engaging and pleasant atmosphere in Kit and Ace stores. By equipping employees with mobile POS Go devices, the brand also empowered them to be more proactive, addressing customer needs promptly and effectively. This not only alleviated stress during peak times but also ensured that the shopping experience remained uninterrupted, smooth, and enjoyable.
Real-Time Inventory Visibility
Beyond immediate transaction improvements, Shopify enabled Kit and Ace to maintain accurate, real-time inventory visibility across both their brick-and-mortar and online stores. This transparency allowed customers to check product availability online, reducing the necessity for phone inquiries and enhancing the convenience of the shopping experience. Shoppers could directly select store pickup during online checkout and retrieve their purchases at their convenience. Real-time inventory management became a cornerstone advantage, ensuring that stock levels were always accurate and up-to-date.
Employees also benefited from this real-time visibility, as it empowered them to answer customer queries on the spot, swiftly checking the availability of specific sizes or styles without having to retreat to back-office systems. This capability minimized the wait times for customers and improved overall satisfaction by providing immediate answers. Additionally, the transparency in inventory across all channels meant that customers could have confidence in the accuracy of the stock information they received, further reinforcing trust in the brand. This, in turn, translated into an improved overall shopping experience both online and in-store.
Staff and Customer Benefits
Intuitive POS Go Device
Kit and Ace’s staff universally appreciated the intuitive nature of the POS Go device. The seamless integration between in-store and online sales channels meant that customer service became more efficient, lines at checkout were reduced, and the overall shopping experience was enhanced. The POS Go’s unified platform allowed them to maintain a true omnichannel model, ensuring consistency and reliability across all retail touchpoints. By simplifying the operational intricacies, the technology allowed employees to focus more on the customers and less on managing disparate systems.
The POS Go device’s user-friendly interface played a crucial role in this transformation, making it easy for staff to navigate and execute transactions with minimal training time. This ease of use was particularly beneficial during peak seasons, when additional temporary staff might be brought in to handle the volume. The straightforward functionality enabled quicker onboarding and more effective service delivery. As a result, Kit and Ace could uphold its high service standards during busy times, thereby retaining customer satisfaction and operational efficiency.
Preparing for Peak Seasons
Looking ahead, Kit and Ace anticipates smoother operations during their peak holiday season, thanks to the time-saving efficiencies introduced by the POS Go devices. These tools will accelerate the processing of store pickup orders, ensuring a quicker and more enjoyable shopping experience for customers during the bustling holiday period. The ability to manage high volumes swiftly and accurately without compromise will be a significant advantage for Kit and Ace, solidifying their reputation for excellent customer service.
Moreover, the robustness and reliability of Shopify POS technology mean staff can handle the increased traffic confidently, without the technical setbacks previously experienced. This preparedness for peak periods not only foretells a successful holiday season but also establishes a strong foundation for managing other high-traffic events throughout the year. The advanced capabilities afforded by POS Go devices mean Kit and Ace is not just ready to manage the holiday rush but is also well-equipped to capitalize on future promotional events, optimizing customer service and operational efficiency no matter the demand.
Future Growth and Expansion
Scaling Ecommerce and Physical Stores
Kit and Ace, a fashion brand based in Vancouver, has seen a notable transformation since its acquisition by CEO George Tsogas and CFO Melissa Kinnoch in 2017. Known for combining functionality with style in their wardrobe essentials, the brand has made strategic changes to improve its operations and customer experience. A significant development has been their shift to Shopify’s POS (point of sale) solutions, which has streamlined their multi-channel shopping experience. This crucial switch not only enhanced the efficiency of in-store transactions but also integrated seamlessly with their online operations. By leveraging Shopify’s robust POS system, Kit and Ace have improved inventory management, customer data insights, and overall sales processes. As a result, they’ve created a more cohesive and convenient shopping experience for their customers, both in-store and online. The brand’s dedication to innovation and customer satisfaction continues to set them apart in the competitive fashion industry.
