THE GREEN ROOM | CUSTOMER WINS

Northgate Market

Unifying multiple touchpoints and a few manual processes into one seamless, innovative customer experience.

"Based on our experience, NCR has the best vision for retail digital transformation with NCR Emerald."

 

Harrison Lewis, CIO, Northgate Market

What they needed

Consolidated touchpoints & processes

The founder of Northgate Market, Don Miguel, opened his first location in a 3,000 sq. ft. store in Anaheim, Calif. on January 2, 1980. The team prided themselves on unmatched customer service and attention, not to mention shelves of authentic ingredients from all over Mexico.

Today, with 42 stores across Southern California, Northgate Market is still running on those same ideals: deep care for their customers, fresh and authentic Latin American ingredients, ready-to-cook and prepared meals – plus financial services for the underbanked. When it came time to upgrade their POS, they needed a solution that would manage all of these different touchpoints, experiences and sometimes manual processes while helping them deliver even more meaningful services for customers and adapt for the future

What we delivered

A unified enterprise POS platform

After an extensive search during which Northgate CIO Harrison Lewis evaluated several POS systems and vendors. Lewis chose NCR emerald. A cloud-ready API-first enterprise POS platform, it connects every profit center and touchpoint, from the POS to prepared foods to the back office and beyond–all in one system. they deployed fast, from project start to first store pilot in six months. With Emerald, all of Northgate's systems are unified into a single experience for shoppers and employees, speeding transactions, improving efficiency and providing a single view of operations and customers across every channel. Best of all, Northgate now has an advanced, flexible platform that makes it easy to add innovative new features and services that help them keep up with the market.

"With NCR Emerald, we have everything we need to run the store. We wanted an out-of-the-box solution that easily integrates with other applications. NCR listened to us and sought our input in developing this solution, as a true strategic partner. Based on our experience, NCR has the best vision for retail digital transformation with NCR Emerald." - Harrison Lewis, CIO, Northgate Market.

What happened next?

Faster transactions & fast-tracked innovation

Within days of their pilot implementation, they'd exceeded transaction times within the first four days. Now, double the transaction speed is the order of the day. And that pace has made a noticeable difference for employees and customers. "In the time it took us to serve one customer, now we can serve two." said Customer Service Lead Heidi Hernandez. Cashiers can get onboarded faster, too, since the system is intuitive. Emerald also eliminated manual processes in the back office, further saving time, with managers reporting they're able to spend more time focusing on customers.

And Lewis says he now has the system he needs to add next-generation experiences. "We ended up selecting NCR because I looked at everything out there–but when I saw their architecture, the people behind it and the level of commitment behind it," he said, " it was a really easy decision to make."

"With NCR Emerald, we have everything we need to run the store. ”

 – Harrison Lewis, CIO Northgate Market

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