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12/16/2022
RL Pro Exclusive

Enhancing Customer Service and Omnichannel Capabilities

Elizabeth Christenson
Editor, Retail Leader Pro
Elizabeth Christenson profile picture

Pro Tip: Technology and retail continually support one another, but technology also allows retailers to advance their service to consumers. Technology improvements truly begin at the point-of-sale at most retailers. Between self-checkout, mobile checkout and seamless payments, that experience for the consumer is the last interaction of the purchase journey, and it’s commonplace for consumers to expect ease and innovation.

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Rogers & Hollands
Rogers and Hollands at Mall of America in Bloomington, Minnesota

This year, 109-year-old family-owned jeweler Rogers Enterprises Inc., the parent company of Rogers & Hollands | Ashcroft & Oak, decided it was time to advance its customers' shopping experience, loyalty program and inventory management. The largest multichannel jewelry retailer in the U.S. had not updated its previous point-of-sale (POS) system in about 15 years.

“It was time to modernize to better serve customers, and make tasks and work easier for employees; automating manual processes, for example,” Brent Stern, Rogers Enterprises Inc.’s executive vice president, told Retail Leader Pro. “They wanted to be able to do anything, anywhere in the store, using mobile devices and without having to do a lot of POS customizations.” 

Roger Enterprises operates more than 73 stores in 11 states. The retailer’s previous POS required costly customizations, so the jeweler wanted simple flexibility to configure and enable new functionality without having to do custom development every time.

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