Epicor for Retail

Guide to
Implementing a Retail
Management and
Point-of-Sale Solution
 Epicor for Retail

Independent retailers have spent extraordinary amounts

of time, energy, and resources on building a sustainable
business that will last for generations. The neighborhood
hardware store that’s been run by the same family for
years, the farm supply store that’s a destination for FFA
students raising their animals, and the hometown lawn
and garden nursery that provides a personal touch
were all built on hard work, dedication, and dreams.

But the modern retail landscape is evolving. Independent

Retail eCommerce sales reached $5.2 trillion in 2021 retailers need to adopt digital technologies that help
streamline and solidify everyday operations, so their
and are projected to grow to $8.1 trillion by 2026.1 businesses can better compete in an omnichannel
environment where consumers increasingly shop online.

1 “Retail e-commerce sales worldwide from 2014 to 2026.” https://www.

statista.com/statistics/379046/worldwide-retail-e-commerce-sales/

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 Epicor for Retail

Although independent retailers are optimistic about

the future, many have concerns about selecting and
implementing new technology. With few IT resources
and limited expertise in-house, business managers
who are already overburdened by having to fill
multiple roles have little time to oversee a full-scope
implementation project that would take focus away
from serving their customers from day to day.

This guide will help ease your mind and expand your
view of what a successful implementation looks like.
As an independent retailer, you’ll better understand
the ins and outs of choosing a retail management
system (RMS) that will give you the results you need.
It covers best practices for implementing a point-of-
sale (POS) system to modernize a retail business while
delivering a stronger return on investment—without
the stress of managing complex IT operations.

73% of retailers expect

their businesses to grow
in the next three years.2

2 Epicor 2021 Retail Insights Report. https://www.epicor.com/en-us/resources/library/retail/iir-report-2022/

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 Epicor for Retail

What is a Complete Retail

Management Solution?
A complete retail management solution (RMS) is the technology retailers use to run their
day-to-day operations. RMS comprises both hardware and software, from the physical
POS units at the front of the store to the back-end reporting software in the office. More
than just a POS system, RMS helps retailers forecast sales, schedule employee shifts,
personalize the customer experience, and minimize overstocks.

RMS facilitates online, brick-and-mortar, and omnichannel purchasing. Omnichannel

integrates multiple channels for online and in-store shopping, resulting in a seamless
customer experience. It goes beyond “buy online, pick up in store” (BOPIS). For example,
a customer might research a product online, save it in their shopping cart, and then
examine it in the store before purchasing. At each of these touchpoints, a retailer can
reference the customer’s interactions and offer tailored recommendations.

On the back end of an omnichannel system, distribution, promotion, and

communication combine to allow personalization and a consistent experience,
regardless of the channel being used.

With RMS, independent retailers can gain real-time business visibility, adapt quickly to
change, and strengthen customer relationships.

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 Epicor for Retail

How Key Features of RMS

Help Retailers Streamline
their Businesses
Inventory and Supply Chain Management
Real-time or near real-time updates help companies address supply chain issues
faster. Retailers can also gain insight into their best-selling inventory, identify what’s
underperforming, and rank items based on profit margins.

Increasing Staff Productivity

Automation of time-consuming tasks, such as ordering and pricing, frees up staff to assist
customers. Key performance indicator (KPI) reporting allows managers and business owners
to see how the business is performing. With mobile devices, employees can perform tasks in
RMS can help address the any location, eliminating the need to be tethered to the POS.

supply chain issues that 91% Data and Analytics

Predictive analytics provide insight into a business’s overall health and help retailers assess
of small-to-midsize retailers demand and sales performance. RMS uses historical data to forecast trends and predict which
categories are likely to grow based on previous sales. For example, a farm supply retailer
struggle with as they compete can predict an increase in feed sales at the start of animal-rearing season, when users have
an increased herd or flock size. Preparing for a known rise in demand takes the pressure off
with larger retailers.3 businesses, and helps them prepare to meet customer needs.

3 SMB Retail Supply Chain Survey, Software Advice. https://www.softwareadvice.com/resources/small-businesses-left-behind-in-retail-supply-chain-crisis/

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 Epicor for Retail

Mobile Point of Sale Inventory Management

Shoppers are accustomed to convenience, wherever and however they shop. Inventory is a big investment for retailers, and managing it properly is critical to
A mobile POS increases checkout speed and efficiency, while empowering the success of a retail operation. Inventory management helps ensure that the
employees to answer product and inventory questions on the spot. Shoppers also merchandise you offer is what your customers want, while also maintaining optimum
have the convenience of paying inside the store, in temporary outdoor seasonal inventory levels and minimizing costly overstocks.
merchandising areas, or in the parking lot when they pick up their purchases.
Effective inventory management provides a better understanding of several key
Payment Processing and Loyalty Programs metrics: which products are selling and which are not, profit margin by item or
When an RMS is integrated with a payment solution, stores can offer more payment product line, what to order and when, and how to forecast demand based on
options. Retailers can also leverage customer loyalty programs that incentivize historical sales data.
purchases by offering rewards.

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 Epicor for Retail

Why is a Retail Management

Solution Important?
Modernizing operations: RMS is the key to modernizing should have the capabilities you need to build day-to-
operations, streamlining inventory management, and day efficiency at your retail business.
supporting omnichannel retail.
• Securing data: One-third of retailers are re-
• Supporting omnichannel selling and buying: evaluating their current POS systems because
Businesses can support in-store, online, and app- they’re worried about securing sensitive data.4
based purchases, meeting customers where they are Similarly, 74% worry about security and risk
to drive the most revenue. A comprehensive solution mitigation when migrating to a new system.5 RMS
also provides suggested shopping ideas, encouraging reduces these concerns by securely storing customer
customers to purchase complementary products or and employee information. Cloud-based RMS also 43% percent of all data
more expensive items. eliminates the need to secure and manage an on-
premises server and perform system upgrades. breaches happen to
• Automating processes: With RMS, retailers can
automate as many processes as possible, freeing • Creating value for future succession or selling: small and medium-sized
up resources to focus on selling. By automating Finally, RMS helps prepare a business for succession.
employee scheduling and resource management, Independent business owners have invested a businesses, and 61% of
for example, businesses can ensure stores are staffed lot of time, energy, and resources into creating a
appropriately without needing to dig through paper sustainable business that can be passed on to the SMBs reported a cyberattack
matrices or computerized spreadsheets. next generation or sold for a tidy profit. Efficiently
managing inventory and assets, while storing all the in the past year.6
• Providing flexible deployment: Whether you need data securely, makes it easier to value the business for
an on-premises or cloud-based system, the right RMS sale or pass it on to successors when the time comes.

4 Epicor Retail Industry Insights Report 2022

5 Epicor Retail Industry Insights Report 2022
6 Verizon 2022 Data Breach Investigations Report, https://www.verizon.com/business/en-gb/resources/reports/dbir/

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 Epicor for Retail

What to Look for in a Partner

A technology purchase is one of the largest • Inventory accuracy: An all-in-one system
investments a retailer will make for their company. integrates and automatically synchronizes with
warehouse, purchasing, and supplier systems.
Retailers’ top concerns when implementing a new This is a key factor in minimizing the amount of
RMS include the time required to implement the excess inventory sitting on shelves, along with the
system, the challenge of training staff on the new stock-outs that result in loss of sales.
system, and the ability to configure the system to
meet their needs.7 • Omnichannel functionality: Omnichannel gives
customers a satisfying experience regardless of
To ensure a solution supply solid return on how they shop. RMS consolidates all channels to
investment, retailers should consider four critical meet demand. It should allow for customizations
criteria when evaluating a provider: to meet the retailer’s needs and personalization to
serve customers better.
• Efficiency: A successful RMS must improve the
efficiency of day-to-day operations. Staff should • Deep Industry Experience: Your technology
find it easy to perform routine tasks, such as partner should know the specific needs of your
customer checkout, staff scheduling, and back- business—and channel this knowledge into
end reporting. The solution must offer the ability industry-specific solutions that help you exceed
to automate time-consuming processes, such as customer expectations and boost profits.
price updates.

7 Epicor Retail Industry Insights Report 2022

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 Epicor for Retail

66% percent
Look for a provider who will support the business throughout automated system, when they believe that their way seems
the entire process, from planning to implementation, to post- to work fine. Coaching through change management and of businesses
sales support and training to help retailers make the most of demonstrating value for employees is a key factor in achieving
their investment. a smooth transition. believe their
Retailers may have concerns surrounding change, particularly The right provider serves as a partner, supporting the technology
after implementation. Employees may have grown implementation and training of staff so they can become self-
accustomed to doing their jobs a certain way, and some have sufficient. This allows the team to get up to speed quickly and provider
been doing things the same way for decades. Additional continue doing their work with minimal interruptions.
training may be necessary so employees understand how the should address
new technology benefits them. Industry professionals who know the challenges independent
retailers face can offer a high level of support. That’s why their biggest
Less technically savvy employees can get nervous when choosing a provider with an established presence and post-
moving away from manual and paper-based systems to sales support and training is important. Anyone can sell an concerns.8
digital solutions. For example, the assistant manager who RMS solution, but it takes a company with a track record of
painstakingly draws up each week’s employee schedule using performance and multiple support options, training plans, and
a spreadsheet and handwritten notes might not embrace an resources to make implementation and user adoption a success.

8 Epicor Retail Industry Insights Report 2022

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 Epicor for Retail

Before Selecting a Partner

Choosing the right provider takes time, resources, • Inventory management and updates, such as
and a thorough examination of the business. Before price changes
choosing a provider, retailers should evaluate their • Sales and order forecasting
readiness for RMS by asking themselves two questions:
It’s also critical to establish requirements and metrics
• What systems are in place now? for measuring success. For example, will a retailer
• What processes are currently followed? define success as a 10% increase in next month’s sales?
Will the manager consider it a success when a report is
Then, they’ll need to identify and document their generated within minutes instead of taking hours?
organizational goals and roadmap. These are the
three most common, and often overlapping, goals: Retailers should define how this implementation will
impact existing resources and job roles. For example,
• Automating systems to become a modern business. if the assistant manager handles scheduling, how will
• Gaining accurate insight into business numbers. their job change after the business has implemented
This requires ensuring the accuracy of prices, a solution that automates this process? They may
quantities, and purchasing. take on different responsibilities that better suit their
• Succession planning for future generations or talents and abilities, such as visual merchandising.
selling the business. They’ll need to solidify the Independent retailers might also discover other
business before passing it on to a successor or benefits, such as the need to hire less seasonal help as
appropriately valuate it before a sale. more customers shop online.

To determine how an RMS can improve processes, While this is not an exhaustive list, documenting
retailers should map out their current processes. answers to questions like these will allow a foundation
Some common processes to examine include: for the implementation, and allow retailers to identify
any gaps in processes or staffing to better prepare for
• Front-of-store sales capture and processing the new system.

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 Epicor for Retail

Kicking Off the

Implementation:
Set the Stage for Success
Once the retailer has selected a provider, Communication cadence: A new RMS
it’s time to kick off the implementation. The represents a big change for employees, many
provider will assign a project manager and begin of whom may have worked with the older
pulling together the project team. The project system for years. It’s important that there be no
manager will review the retailer’s technology surprises, and that all staff feel well-informed
environment, equipment, timelines, and and ready for the implementation. A series
expectations for go-live. of informative, targeted communications—
with details about everything from system
At the same time that the provider is working capabilities to training opportunities—will help
behind the scenes to ensure a smooth transition, employees feel more comfortable with what’s
the retailer should also be preparing for the to come.
implementation, well ahead of the go-live.
These important steps should help things Explain the positive outcome: Part of your
run seamlessly: internal communication strategy should
involve showing employees how their
Assemble a team: Select a stakeholder team, daily responsibilities may evolve after the
made up of individuals who will play key roles implementation. For example, with less time
in managing the internal side of the process in needed for repetitive back-office tasks, they may
partnership with the provider. Set up a cadence be able to spend more time helping customers
of meetings to discuss logistics, training, and or working in other areas of the business.
communication needs before, during, and after Knowledge boosts confidence, receptiveness,
the new system is in place. and readiness to embrace change.

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 Epicor for Retail

The implementation process comprises the following steps:

1. The retailer collaborates with the provider to review current processes, then maps
data from existing systems to the new RMS. Specifically,
• Mapping data from external sources, such as Microsoft Excel®
spreadsheets and existing databases. This includes identifying critical data
that must be exported from those systems, such as sales history, customer
information, and items with their corresponding SKUs. Successful data
transfer requires cleaning up and purging old data.

• Normalizing data for easier transfer. Established retailers, in particular,

may not have standardized data. For example, one system might store a
customer’s home phone number and mobile number, while a different
system stores only one phone number for each customer. Know how data
will be exported and consider how it will be stored in the new system.
Standardizing data will also result in more accurate reporting and an
improved user experience, making it easier to search for information.

2. The provider and retailer collaborate on training essential users in the new RMS.
Step-by-step training and on-demand learning help users get up to speed both
before and after go-live. “Train the trainer” is a popular method that educates key
users, so they can then train their peers.

3. The provider and retailer decide how to roll out the system. Solutions for small
retail operations can be implemented all at once, while larger retailers often
choose a phased approach, rolling out just one (or a few) store locations at a time.

Buy-In, Belief, Benefits:

The Roadmap to Success
Retailers that appoint active project managers and involve key team members enjoy
the most success. When top-level management champions the system, front-line
employees are more likely to understand the importance of RMS and are less likely
to cling to old processes and procedures.

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 Epicor for Retail

RMS Success with

Epicor as a Partner
Epicor is a leading provider of productivity solutions premises server. While many retailers choose to have our
for independent retailers. We built our business and project team implement the system on-site, we can also
reputation by offering innovative RMS solutions and deploy your implementation remotely. If your budget
extensive training and support. No matter how big or is limited, remote deployment can offer significant cost
small your company is, we’re partners in your business. savings. Our remote deployments leverage collaboration
We support you through the entire implementation tools to manage all aspects of your implementation,
process and beyond. Our industry-focused solutions from project management and planning sessions to
fit your unique business situation and goals. We create meetings and workshops.
custom rollout and go-live plans that help you maximize
your technology investment and improve user adoption. We also provide extensive training to you and your
employees, both on premises and online. An on-site
Our proven methodology consists of five phases: trainer conducts the business process review and sales
demonstration, familiarizing themselves with your
• Prepare. We define the scope of the project and operations to ensure training meets your unique needs.
examine your requirements. We offer one-on-one training sessions or group lessons,
• Plan. We help you review your processes and create a depending on your budget and needs. You can also
project and resource plan. leverage on-demand training through Epicor University,
• Design. We build a foundation, configure software, which offers hundreds of videos that walk users through
refine business procedures, and create a proof of anything they need to know.
concept.
• Validate. The project goes through user acceptance Epicor offers a choice of post-implementation support
preparation, testing, and analysis. tiers. Our technical support team is based in the Pacific
• Deploy. Prior to launch, we help you train your users. time zone, so U.S. customers can readily access experts
After deployment, our experts optimize the software. during business hours. We provide same-day responses,
Our support team is always ready to step in if needed. with live phone support ready to help. If you have a
burning question during your workday, you can count on
We can deliver our RMS platform as a cloud-based Epicor to answer it.
solution, or you can run our software on your own on-

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 Epicor for Retail

A Resounding Yes for RMS

A traditional POS is no longer enough. To survive and thrive in the modern era, independent retailers need to
migrate to RMS. But not all RMS solutions are the same, so choose a partner that will fit your business needs both
now and in the future. Contact Epicor today for a free consultation to learn more about how we can help you do
business better.
Zitomer Pharmacy
Gains Visibility Into
Inventory Systems9
For iconic Manhattan shopping destination
Zitomer Pharmacy, stocking a wide
variety of trendy, must-have items such
as cosmetics, children’s clothing and toys,
lingerie, prepared food, and women’s
accessories is a point of pride. With such a
large footprint—its children’s department
alone is 5,000 square feet—Zitomer needed
a better way to manage inventory, so
it could avoid sitting on $67,000 worth
of cosmetics, for example. Within one
year after implementing Epicor, it cut its
inventory by 15%, freeing up approximately
$100,000 in cash flow for the business.

9 https://www.epicor.com/en/resources/success-stories/retail/zitomer%20pharmacy/

Guide to Implementing a Retail Management and Point-of-Sale Solution | 14

We’re here for the hard-working businesses that keep the world turning. They’re the companies that make, move, and sell the things we all need. They trust Epicor to help them
do business better. Their industries are our industries, and we understand them better than anyone. By working hand-in-hand with our customers, we get to know their business
almost as well as they do. Our innovative solution sets are carefully curated to fit their needs and built to respond flexibly to their fast-changing reality. We accelerate every customer’s
ambitions, whether to grow and transform, or to simply become more productive and effective. That’s what makes us the essential partners for the world’s most essential businesses.

Contact Us Today: [email protected] | www.epicor.com

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