HP Innovation Journal Special Edition: Retail Transformation | Page 14

C A S E S T U DY Having had a positive rapport with the technology brand and overall experience with HP products, DAVIDsTEA decided to build on their seven-year, trusted relationship for the new retail POS system. They began replacing their legacy POS system through a slow rollout at the model test stores with the HP RP9 Retail System, an 18-inch all- in-one solution. Powerhouse performance and reliable engineering of the RP9 Platform made it a top candidate to handle the retail- er’s in-store constant uptime requirements. DAVIDsTEA handled the deployment with their IT team and resources, rolling out 120 sleek units across the store network. The rollout didn’t stop there: DAVIDsTEA continued to build their retail workspace with a range of integrated HP peripherals, such as the HP Cash Drawer, HP Barcode Scanner, HP Receipt Printer and, finally, the HP Pole Display for POS. STEEPING REAL CONNECTIONS DAVIDsTEA segmented their POS stations to better accommodate consumer habits. Customers could engage at the tea bar on one end, and checkout at the other. Even better, there was an overall reduction of footprint thanks to the compact size of the HP RP9. This efficient combi- nation showed time-saving results from the start, for both customers and employees. For customers, choosing a new tea can sometimes be overwhelming. DAVIDsTEA employees, Tea Guides, are meant to be a guiding force on the front lines that helps the customer at every step of their tea experience, from tasting to purchase. With the segmentation of the POS and the efficiency of the technology, customers were able to undergo the full DAVIDsTEA experience—and quickly. “Thanks to the addition of a new sta- tion and the introduction of the RP9 POS, customers are able to spend 12 HP Innovation Journal: Retail Transformation more time exploring with our Tea Guides and less time waiting in line,” says Sabral. The deployment also helped to improve employee satis- faction and productivity, both in stores and at its Store Support Centre (SSC). For in-store employees, they’re now able to spend more time sharing knowledge and passion with customers along their journey to discov- ery. Chris Hamilton, IT Manager for DAVIDsTEA, notes SSC employees also benefitted from the newer and faster hardware, which allowed them to do more with less time. “Deploying and working on the RP9 is much more efficient. All-in-one technology reduces system footprint and sim- plifies troubleshooting,” he says. HP has also helped to increase productivity and extend the reach of DAVIDsTEA’s support team through HP Carepack warranty services. “In addition to the newer, faster hardware offered by the RP9, we now enjoy four- hour response time, including weekend coverage, allowing us to return units to service much faster when failures occur,” says Hamilton. TO INFINI-TEA AND BEYOND DAVIDsTEA’s new POS plays a critical role in its growth strategy as they remain committed to elevating their POS experience for customers and employees. Based on the feedback from the pilot store team, DAVIDsTEA selected the RP9 as its standard POS device, with all new locations being outfitted with this model. Incredibly pleased with this solution, they have rolled out the RP9 to an additional 80 stores and retrofitted 45 more. As DAVIDsTEA undergoes transformation of their retail experience, they continue to rely on a broad range of retail platforms available from HP to address various in-store workflows. And with such a disruptive, focused approach to customer engagement, it’ll be exciting to see what this specialty tea boutique brews next.