Lindt & Sprungli, Inc.

Unique Pre-Staging, Integration, and Installation Specifications Coupled with SLA Solve Critical Business Needs

Situation
Lindt & Sprungli, Inc. USA is a subsidiary of a premium Swiss chocolate manufacturer with approximately 100 retail locations across the United States. Lindt needed to replace their aging POS systems but was looking for more than just new POS hardware. They needed to partner with a POS solutions provider that could not only deliver reliable POS hardware, but that could manage the logistics to deploy and maintain additional system units based on seasonal demand.

A significant percentage of Lindt's retail business takes place during the holiday season (October through December). This creates two primary challenges for Lindt to properly support their POS service requirements. First, they must ensure their POS systems are highly reliable with maximum availability during the busy season. A second primary challenge is that Lindt activates seasonal point of service locations with holiday kiosks and temporary holiday stores. These "temporary store locations" require the same POS system support as their regular store locations. This additional seasonal POS capacity is set up within the higher volume mall locations. Any system downtime during the holiday season can have a significant impact on their annual business results.

Solution
Lindt & Sprungli reviewed their operational requirements and formalized a plan that defined the ongoing resources required to support their seasonal business needs. Ultimate Technology met with Lindt & Sprungli to discuss their project requirements and also reviewed optional services that could be contracted according to their seasonal demand. A solution was developed that met their POS requirements but also included a maintenance and support plan that would expand and contract the number of POS locations supported, resulting in a tailored support program based on the customer's unique business operations. Ultimate Technology's solution included the 2800 Series Integrated POS hardware system and a flexible maintenance service plan that includes on-site technician support with a four-hour response time during busy periods. A number of additional services are also being provided such as product staging, system integration, and system installation.

A flexible, on-site maintenance program is an essential component of the total solution, which provides two different levels of support, one for the busy holiday season and one for the rest of the year. For the busy holiday season, Ultimate Technology provides expanded maintenance services that ensure repair technicians are available 7 days a week and respond within four hours of notification of a problem. This coverage ensures that in the rare event of a POS system down, it will be up and running as quickly as possible. For the remainder of the year, Lindt receives a more standard maintenance service program where technicians are available, Monday through Friday, and will respond by the next business day. This flexible program allows Lindt to get the level of maintenance support they need during the busy season while also minimizing their support expenses for the remainder of the year.

In addition to the flexible Ultimate Technology maintenance service plan, Lindt uses a variety of services to support their temporary holiday store locations. Ultimate Technology assembles and integrates the entire system solution to be fully operational including software, peripheral devices, device drivers, and all power and cabling. Lindt's application software is loaded, and the systems are fully tested prior to shipment. The equipment for each unique retail store is completely assembled and tested to assure it is ready for operation as soon as it arrives. Store personnel are ready for business as each unit arrives at their store location.

Results
Ultimate Technology has rolled out their product in all of Lindt's different retail environments; existing stores, temporary store locations and holiday kiosks. By performing the system staging, integration and installation of the POS workstations and store specific peripheral configurations, Ultimate Technology was able to ensure that the POS system rollout was a success.

Lindt has experienced a significant increase in availability from their new improved POS systems. They have also been able to design a support program that meets the unique operational requirements of their business. This has helped Lindt meet or exceed their financial goals, and provide superior customer service during their most important season. Because of the 2800's easy serviceability and the flexible maintenance service programs provided by Ultimate Technology, including four-hour response of the on-site technicians, Lindt is guaranteed the highest possible level of service during its most critical season, and their costs are minimized during the rest of the year.

"Ultimate Technology has worked to understand our business and operational needs," said Steve Scapicchio, Director of Information Technology for Lindt. "They've been very responsive and we're very happy with the POS systems and flexible maintenance solutions they delivered to us. The additional services solve our critical business issues and will help Lindt continue to be successful."