Software Upgrades Improve Retail Efficiency
A mostly volunteer-supported Fair Trade retail shop had been running a very old version of their POS software. This software had some deficiencies and the store did not have a support contract with the vendor. In hopes of improving the performance of the software, enabling them to leverage free support for 30 days, and to switch to their own bank for a more cost-effective credit card processing solution, we were asked to assist with upgrading from Version 3 to Version 7.
We had significant experience with this software and have been volunteering in the store prior to its original implementation several years ago. So, it was not surprising that the documentation was incomplete and, at times, incorrect. But, we were surprised that the CD with the software was missing from the package and that it only contained a training DVD, security key, and installation guide.
So, the first day of implementation was spent reviewing the documentation, preparing the system for backup, and discussing what to expect with the manager. The software arrived later that week.
During the upgrade process, notes were added to the installation guide regarding anything unexpected. One task that did not go as documented happened to be the built-in backup step. This software tends to prevent the user from changing his/her mind or going back to a previous step and an error was received during the backup task. The only option was to click ‘ok’ and proceed with the upgrade (as opposed to attempting the backup again). Fortunately, we had taken our own backup prior to starting the upgrade process and the upgrade was successful so we did not have to restore the system.
The upgrade process not only updated the POS software but it also updated the COBOL compiler and the Pervasive database engine. Several choices needed to be made during the upgrade but few of these were explained in the installation guide. A novice could have been easily confused by the options. Both the Back Office and POS software were updated.
Upon completion of the upgrade, several improvements were noted including an improved inventory search capability and easier ability to make corrections during a sale. Some deficiencies were also noted. These issues were documented so that the manager could contact the vendor for a resolution.
We learned that it’s important to prepare a system for recovery during sofware updates and to expect incomplete documentation. We also learned the importance of helping the customer maximize their investment in technology.
Tags: Documentation, Fair Trade, Not-for-Profit, POS, Software