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How to: Leverage the Aloha Platform to Enable Omni-Channel Experiences

July 14, 2016 12:00 AM

 

 

 

How to: Leverage the Aloha Platform to Enable Omni-Channel Experiences

Many of us would agree that guest expectations are changing rapidly. In today’s world, it may seem like a significant challenge to track and follow the dynamic nature of consumer expectations. In reality though, most of these expectations revolve around three core trends - mobility, a desire for personalization and convenience. How do you meet those expectations? Instead of addressing them as individual silos with individual point solutions, it’s to your advantage to try and solve these challenges holistically with one platform. Welcome to an omni-channel world. While it’s highly likely that your guests aren’t asking for it by name, they are expecting an omni-channel experience whenever they interact with your brand. The question is, though, how to do you enable these experiences? Do you need to replace your entire technology ecosystem? Do you need to expand your technology supplier base? Is “omni-channel” even a product you can purchase and implement? To answer these questions, it’s time to change your thinking about what the point-of-sale brings to your operation. Don’t think of a POS as a transaction management system. Instead, think of your ‘point-of-sale’ as a platform that enables your guests to connect, interact, and transact with your business – wherever they are and however they choose. In an omni-channel world, the POS is really a platform-of-sale. As such, the only way that operators can successfully enable an omni-channel experience is by leveraging a comprehensive and extensible platform such as Aloha. Why? 

What makes Aloha a truly extensible platform? What makes it a Platform of Sale? There are three key components:

 

  1. Real-time data access – In an omni-channel world, many of the experiences are created and supported outside of the four walls of the traditional restaurant. Therefore, real-time access to everything from guest information to individual check items is critical.
  2. Cloud-based integrations – Guests are expecting accurate and real-time responses and interactions to meet expectations. They don’t care that there may be different technology solutions creating their experience – it needs to be completely seamless to your guests. Having a platform that is extensible to enable these experiences is key. As a result, however, system availability and uptime are more important than ever. Cloud based integrations, enabled through standard APIs, provide easy integration to third party solutions. A solid platform will provide the required monitoring and security to fulfill the expectations of an omni-channel experience, while making it all seamless to the consumer.
  3. Solution interoperability – When enabling omni-channel capabilities you can’t solely rely on your staff behind the counter or at the table to deliver on the guest experience; rather, you are dependent on technology to make sure the guest experience is frictionless, consistent and error-free every time. Therefore, making sure all elements of your omni-channel solution are thoroughly designed, built and tested to work together cohesively is critical to delivering an omni-channel experience.

 

The good news is Aloha is not only the best point-of-sale system in the industry, but is a platform that extends your entire technology ecosystem to create raving fans of your brand and drive growth in a highly-competitive market. Aloha is a full “platform of sale”, designed and tested for interoperability and built to accommodate not only today’s differentiating experiences, but also tomorrow’s opportunities. Are you leveraging Aloha to better enable the experiences your guests are craving? Contact your NCR representative to learn more on the omni-channel experience or the Aloha platform.