Peak Design Improves its Buyer Service and Checkout With Shopify POS Go (2023)

In 2010, Peter Dering took a four-month journey world wide, and realized how cumbersome it was to lug round an enormous digital camera and gear. Upon his return, he give up his day job, and spent 10 months designing Capture, a tool that makes carrying a digital camera simpler and extra fulfilling. With the launch of its first product, Peak Design was born.

At present, the model sells across the globe on-line through its Shopify web site, and in-person via wholesale partnerships and shops in New York, San Francisco, and Japan. 

At its retailers, Peak Design’s workers provide buyers guided help and assist discover options for his or her wants. Nevertheless, with a stationary POS setup, it was not possible to supply this degree of service with out operating forwards and backwards between the showroom flooring and checkout counter. This created bottlenecks at checkout and congestion in shops.

To make its retailer expertise extra fluid, Peak Design switched to POS Go, Shopify’s handheld, all-in-one POS machine. Since upgrading its level of sale {hardware} to POS Go, Peak Design’s workers have loved: 

• Participating with buyers and search for product availability wherever within the retailer
• Transacting with out operating again to the money register 
• Having all of the instruments they want within the palm of their hand 

Problem: Congestion on the checkout counter 

Earlier than switching to POS Go, Peak Design relied on a POS setup at its checkout counter consisting of an iPad and card reader. However a stationary checkout went towards the cell service clients wished.

“Our merchandise are very hands-on, so sometimes our gear consultants should stroll clients via our providing and present them how options work,” says Mark Wang, Peak Design’s Head of Enterprise Know-how.

After this presentation, clients must go to the checkout counter to pay. Since workers may solely transact in a single place, shops skilled main bottlenecks. “When the shop is busy, individuals wish to take a look at quick,” says Mark. “At excessive peak instances, bottlenecks turned aggravating as a result of you possibly can sense everybody simply desires to pay and get on with their day.”

A stationary checkout additionally meant workers may solely entry product pricing, verify stock availability, and look at buyer buy historical past in a single place. If multiple buyer wanted any of the above on the similar time, workers needed to wait for his or her colleagues to complete utilizing the POS system.

We would have liked POS {hardware} that was really cell and let workers search for product data and serve clients wherever within the retailer as an alternative of simply on the checkout counter. That flexibility would enhance retailer workflows and our buyer expertise.

Answer: Accessing product data and accepting funds on the showroom flooring with POS Go 

The opening of Peak Design’s New York Metropolis retailer prompted Mark to rethink the model’s POS {hardware}. With the objective of consolidating all of the instruments and software program they should run the shop and serve clients, Peak Design opted for POS Go. 

With POS Go, workers carry the machine and may use its barcode scanner to shortly pull up a product and see its worth, availability, and different vital data wherever within the showroom. “One of many large advantages of POS Go is that workers can scan the product once they’re speaking about it,” Mark says. “Because the buyer walks round, workers can search for product particulars and add objects to their cart as they go. It’s like having a private procuring assistant.” 

Past making a seamless procuring expertise for patrons, POS Go makes it simpler for employees to maintain tabs on stock. “We will shortly see what’s in inventory, which is fairly good, particularly at our bigger retailer the place the stock is farther away,” Mark says. “It’s simpler to see if now we have inventory readily available, and the way a lot is left.”

One other helpful POS Go characteristic is its built-in card reader. Employees can settle for funds straight via the machine, slightly than needing a separate reader. “Earlier than, we had been strolling round with an iPad and a card reader caught to the again with tape, which seemed somewhat bit unprofessional. Having every part consolidated in a single handheld machine is a welcome improve.” 

As an alternative of getting to attend for the POS system on the checkout counter to liberate, POS Go consolidates every part we have to shortly and effectively serve clients in a single machine.

Outcomes: Quicker retailer checkout and higher customer support

With POS Go’s built-in barcode scanner and card reader, it’s simpler and faster for employees to serve clients and full checkouts. They will seamlessly give every buyer personalised consideration, and a streamlined checkout expertise. 

“Having a cell checkout with POS Go has elevated productiveness and transaction pace,” Mark says. “Employees can simply scan a product, add it to cart, and so they’re all set. We don’t should stroll again to the checkout counter, which is phenomenal.” 

One other method POS Go has improved the shopper expertise is by facilitating ship-to-customer order fulfillment. Prospects should buy one thing in-store and have it shipped to their house tackle.

“Our worldwide clients actually admire that we provide ship to house achievement. Oftentimes, they don’t wish to carry an merchandise round with all of them day, or the acquisition received’t match of their carry-on. However now that’s not a blocker. We will simply ship the order to their house,’” Mark says.

POS Go makes it straightforward to present every buyer personalised service with out creating congestion at checkout. It makes life simpler for employees, and clients really feel these advantages, too.