Welcome to the May 2009 Edition of STCR’s E-Newsletter.HELP STCR WASH OUT CANCERSTCR Business Systems needs your help with one month left! We have joined the American Cancer SocietyRelay For Life in an ongoing effort to make a positive difference in our community and beyond. Our team goalis to raise 5000 to help wash out cancer one wave at a time.You can help STCR in the fight against Cancer by making your donations to the AmericanCancer Society through our team, “Register Hope”. (Click here) You can also join us at thewalk to show your support for the many people affected by cancer! The “Relay for Life” eventwill take place on Friday, June 19, 2009 and will wrap up on June 20th at 4:00 pm. This eventwill be taking place at McArthur School in Binghamton, NY.We are selling balloons for 1 for the “Rope of Hope.” Our goal is to sell enough balloons to make the “Rope ofHope” extend all the way around the track. We will also be selling luminary bags for 5. Click here for thedonation forms.GS1 DataBar GS1 is a leading global organization dedicated to the design and implementation of global standards and solutionsto improve the efficiency and visibility of supply and demand chains globally andacross sectors. The GS1 system of standards is the most widely used supply chainstandards system in the world.GS1 DataBar symbols can carry more information and identify smaller items than the current EAN/UPC barcode. GS1 DataBar enables GTIN identification for fresh variable measure and hard-to-mark products like looseproduce, jewelry and cosmetics. Additionally, GS1 DataBar can carry GS1 Application Identifiers such as serialnumbers, lot numbers, and expiration dates, creating solutions to support product authentication and traceability forfresh food products and couponing.In North America, a new standard for coupons (using GS1 DataBar Expanded) is driving the need to upgrade POSsystems by January 2010. New symbology allows for additional information to be contained within one bar code Supports encoding of the full (6-12 digit) GS1 Company Prefix Improves verification of the coupon to the order Facilitates cross-selling through validation of up to three coupon requirements Decreases cashier intervention requests and mis-validations Consumer “saved value” can be in cents, percentage or weightFor more information on GS1 DataBar please visit: bar/. Ifyou have questions on whether your POS systems are GS1 DataBar code capable, please contact the STCRMarketing team at (607) 757-0181.STCR Business Systems, Inc. 10 Prospect Street Endwell NY 13760 Phone: (607) 757-0181 Pg.1
THE SUPERMARKETThese days it’s easy to hear negative news about the economy and it is in the mind of most people. Very fewpeople know that it was in an era, some what similar to this, that the supermarket was bornand transformed our way of living.In the 1930’s, during the time of the Great Depression, the supermarket was born. Prior to1930, people usually made separate, daily trips to the butcher, baker, produce stand andmilk man. Mom-and-pop grocery stores generally carried only one brand of any specificitem and products were selected by a clerk behind a counter. In rural areas grocersdispatched so-called huckster wagons to the country to sell canned goods and prepared foods. Customers weredependent on these wagons to deliver the items they needed to survive. The process was erratic, labor intensiveand costly.In 1930, Americans spent 21% of their disposable income on groceries. By 1940, that percentage dropped to 16%.Today, that figure is less than 6%, thanks to innovations in food distribution, mass merchandising and pricecompetition that began in the 1930s. This economy of scale allows consumers to spend more of their disposableincome on other things such as automobile, clothing, education, entertainment, etc.During today’s economic climate, consumers continue to shop with a different trend. People are more educatedabout the products and are paying more attention to quality as well as price. According to an expert, “Shopping isstill a strong source of entertainment, and the thrill of the hunt is more important than ever. It seems to be anantidote to the anxiety people are feeling.” When consumers find bargains, this expert says, “it feels like a win.”The key is for the retailers to engage and entertain their customers without more clutter.With the technology available today from leading POS system providers such as IBM, retailers are able to meetand exceed consumer demands by utilizing innovative technologies that cut costs and provide valuable informationfor retailers to better service their customers. Examples are system reliability, customer loyalty program, selfservice technology and the ever enhancing consumer-protection security. It is our goal at STCR to continuouslydeliver cutting edge technologies and support to help our customers do better for their consumers.WHAT YOUR CUSTOMERS THINK OF YOUR POS SYSTEMFeature Article by Steve Methvin, Bozzuto’s, Inc.Today’s grocery customer cares about your POS systems. While customers may be spending less on electronicsand technology due to recent economic trends, it does not mean the desire for intuitive systems is gone. Customersappreciate outstanding customer service and expect systems that “smile”. A large rollout of self- scanning systemstaught some valuable lessons about customer feedback when planning a new system or upgrade. After spending aconsiderable amount of time talking with our customers about systems; we learned some new approaches thatgreatly increased our ROI.Let me share some lessons learned 1. “Ask me!” – Remember to ask customers about your systems. A quick survey of about 10% of yourcustomer base can reveal some important elements. Do you need to add a new lane? Is the display clearand easy to read? Is the font legible? Customers appreciate a “vote” and will look forward to seeing thenew changes put into effect.2. “Respect my privacy” – Guard your customer’s privacy. Too much information may not seem like aproblem to your cashier; the customer may feel differently. Do you allow customers to buy sensitive itemsin a discreet way? Respect is a fantastic way to build loyalty (card or no card).3. “Keep me safe” – Systems have a way of “forcing” customers to stand or move in certain ways. Can theyput their purse or baby in a safe place while they do business with you? Do they have to push the baby outinto “traffic” to reach the credit card machine? Have you done everything you can to protect her bankinginformation?STCR Business Systems, Inc. 10 Prospect Street Endwell NY 13760 Phone: (607) 757-0181 Pg.2
4. “Have a backup plan” – When systems fail for whatever reason, do not blame the system in front of thecustomer. Apologize and execute the back up plan. Most system-related complaints are not that the systemfails but that the customer is given no other option!5. “Tell me about changes” – Retailers work hard to make customers “feel at home” at the store and love tohear customers say “my store”. These same loyal customers may not enjoy the surprise of some newprocedure. If we change their system, communicate the change in a positive way.6. “Take care of my equipment” – Any system the customer sees or touches should be clean and repaired.Credit card devices and customer displays can reflect the store’s cleaning standards. If your Pinpads lookdated or unsecured, customers may question the security of the transaction. Some warehouses, such asBozzuto’s, have a special program to make sure their retailers have the latest credit card equipment todeliver an outstanding and safe customer experience.Ask your customers about your systems and be prepared with a pen and note card. It may surprise you to hearwhat customers think. If they share something not on our list – please share with me at [email protected] GROCERGrocery stores are located throughout the world, although their size and range of goods and services vary.According to the United States Department of Labor, Bureau of Labor Statistics, the grocerystore industry is made up of supermarkets and convenience stores that do not sell gas. In 2006,there were approximately 34,000 traditional supermarkets. Of these 34,000 traditionalsupermarkets, 75 percent were operated by a chain of supermarkets that owned 11 or moregrocery stores. The rest were operated by independent owners that operate fewer than 11grocery stores. In 2008, there were 35,394 traditional supermarkets with annual sales of 2million or more.Traditional supermarkets sold mostly fresh meats and produce, canned or packaged goods and dry goods such asflour and sugar to people who lived in the neighborhood. They also usually stocked a few nonfood items used inpreparing home-cooked meals, such as aluminum foil and paper napkins. These days supermarkets sell a widerange of traditional grocery items, general merchandise, and health and beauty products, plus a wide assortment ofprepared foods, such as hot entrees, salads, and deli sandwiches for takeout. Most supermarkets have severalspecialty departments that may include seafood, meat, bakery, deli, produce, and floral.For over 20 years grocery stores have been facing growing competition from the warehouse club stores andsupercenters. The Food Marketing Institute shows that in 2007 the average size of a grocery store dipped slightlyto a median of 47,500 square feet. To compete with club and supercenter stores, grocery stores have been sellingmore general merchandise items and providing a greater variety of services to cater to the one-stop shopper.Ethnic grocery stores are some of the fastest-growing stores in the country. Providing specialized services andproducts unique to a particular neighborhood and its shoppers helps these grocers build loyalty and contribute to asense of community among local residents. Of course, small grocery stores have been around forever and someold-time neighborhood markets still exist. There is also an increase in the number of grocery stores that cater toupscale clientele and those that sell mostly natural and organic foods. Specialty retailers have proved that shopperswill flock to smaller stores if they are offered a novel experience.STCR Business Systems, Inc. 10 Prospect Street Endwell NY 13760 Phone: (607) 757-0181 Pg.3
LogMeIn IT ReachSTCR is always looking for better ways to support our clients. One of the most important tools used by STCR’sNational Support Center is the remote access. There are many options out there, but after carefulevaluation STCR has selected one product to move forward with, LogMeIn IT Reach.LogMeIn IT Reach provides a web-based solution that allows for background access to a variety of differentdiagnostic tools. These tools will give information to our analysts without interfering with use of the computer onyour end. The capability of connecting in fully with remote control, file transfer and printing is also available andfast.LogMeIn IT Reach also offers the ability to create automatic alerts. This can enable your Help Desk to proactivelyremediate issues before you are even aware of them. This solution can be monitor CPU utilization, free disk space,folder size, file size, events, and more. The benefit of this level of support can be invaluable.Another attractive feature of LogMeIn IT Reach that’s very important in the current climate of PCI compliance isthe security. LogMeIn IT Reach understands that for retail IT organizations and the service providers that supportthem, security and adherence to PCI requirements is critical. STCR can deploy LogMeIn IT Reach for remoteaccess and systems management with the knowledge that LogMeIn IT Reach helps support their efforts to observePCI guidelines. Not to mention all data in transit is protected by end-to-end 256-bit SSL encryption: the strongestSSL encryption available.If you have any questions or would like to implement LogMeIn IT Reach into your store environment pleasecontact the STCR Business Systems Sales Team for further information at (607) 757-0181.HOW TO RAISE MORALE?Morale is one of the most important aspects of running a successful business, yet overlooked at many times. Howcan the morale of a workforce be affected? One way in which morale can be affected is byproviding an adequate amount of training when new employees come to the company. Allowthese new employees a chance to make mistakes and problem solve on their own with minimalinterference. This will show the employee that they are trusted to perform important taskswithout feeling like someone is critiquing their every move. A recent study states that 85percent of employee respondents agreed that their level of motivation definitely has an impacton either the quality or quantity of their work. Yet 59 percent believe their company does not do enough tomotivate them.Allow your employees’ options to be heard. Some of the best ideas have not come from management but from theemployees they oversee. By allowing the employee’s opinion to matter you are giving them a sense of ownershipwithin the company. This will make the employee more productive leading to better customer service andcustomer retention. Offer praise when a job is well done but try not to overdo it. Too much praise can lose itseffect after awhile.Through morale comes pride in the work being done by the employees. Employees who take pride in their workare more willing to take on extra responsibility and will work harder for the company. This dedication to thecompany will show up in the bottom line. Even a 5 percent increase in employee retention can result in a 25percent-to-85 percent increase in profitability, according to the Harvard Business Review.Customers who feel that employees genuinely enjoy the work they do will notice and be more willing to comeback for future purchases.STCR Business Systems, Inc. 10 Prospect Street Endwell NY 13760 Phone: (607) 757-0181 Pg.4
IBM SurePoint SOLUTION DISPLAYThe IBM SurePoint family of flat-panel, full-color point-of-sale (POS) displays includes a full range of innovativeinfrared (IR) touch screen models, as well as non-touch models for rapid, accurate transactions. In addition toconvenient compatibility with all IBM POS and most standard PC platforms, the SurePoint isavailable in either a space-saving 12-inch screen or versatile 15-inch screen for effectivemultimedia operator training, full-motion video advertising and interactive customer displays.Both sizes incorporate a liquid crystal display (LCD) and come in a compact footprint—enabling retailers to make the most of valuable counter space.Features and Benefits:Intuitive, Infrared touch-screen display – Eliminates tedious keystroke memorization, accelerates transactiontimes and helps to avoid time-consuming touch-screen recalibrations.High Contrast Ratio, minimal glare and wide viewing angle – Improves screen visibility, even when positionedin brightly lit environments.Choice of 12-inch or 15-inch display – Offers an ideal size for various POS used, from space-constrainedenvironments to retailer requiring large viewing areas.Solid, retail-hardened construction – Protects electronics against extreme store environments including dust,dirt, liquid spills and humidity.Flexible configurations – Integrates with various peripherals – magnetic stripe readers (MSRs), keypads, pointingdevices, key locks, speakers and microphones – for a convenient, unified package.Convenient touch-screen interaction – Accepts various modes of data input, including fingers, fingernails, stylusand credit cards.Energy-efficient design – Reduces power costs and heat dissipations through low power consumption.High-brightness, active-matrix display compatible with up to 16.7 million colors – Supports full-motion videoin multimedia applications with stunning video imagery.Multiple mounting options – Includes mounting configurations compliant with Video Electronics StandardsAssociation (VESA) standards for versatile placement options.Direct attachment to POS terminals – Eliminates the need to purchase an additional adapter.For more information about the SurePoint Displays, contact STCR Business Systems at 1-800-776-6576.Did you know?55% Consumers who buy organic products64% Consumers who would switch stores to buy meat labeled “made in the USA”63% Consumers saying foods sold in supermarkets are safe, down from 68% in 2004Want Your Company Nameand Logo placed here?If you would like to advertise in our newsletter pleasecontact our sales department at (607) 757-0181 or email [email protected] Business Systems, Inc. 10 Prospect Street Endwell NY 13760 Phone: (607) 757-0181 Pg.5
"Keep me safe" - Systems have a way of "forcing" customers to stand or move in certain ways. Can they . LogMeIn IT Reach. LogMeIn IT Reach provides a web-based solution that allows for background access to a variety of different diagnostic tools. These tools will give information to our analysts without interfering with use of the .