EPOS training for a global retailer

This global retailer, with multiple stores across Europe and the US, replaced their current EPOS and back-office systems throughout their global retail estate to bring an improved customer experience and future-proof their business by paving the way for technological advancements.

EPOS training for a global retailer

Training Epos system for global retailer summary image - Industry: Retail Fast fashion; Location: Global; 17 countries; Services: Epos training

The EPOS training challenge

Their existing EPOS and back-office systems were no longer fit for purpose in all territories and needed to be updated. The retailer planned to introduce a system that was future proof and able to support further technological enhancements. Alongside this technical goal the implementation was also an opportunity to streamline business processes across all territories around the world. They asked for our help to deliver a programme of training for them.

The EPOS training solution

The new EPOS system they selected is more current and efficient than their existing version. Tills and printers are modern with a smaller footprint, and the software is user friendly with enhanced functionality to meet the needs of their retail business.

First Friday was asked to produce training materials including Quick Reference Guides (QRGs) and to deliver training on the new systems to all existing stores, as well as to all new stores which opened during the course of the rollout.

All training was delivered in the local language for the stores in question, which required us to partner with trainers in the local countries, onboarding them to the project and supporting them whilst they delivered the training.

We took a Train the Trainer (TTT) approach, with store managers, assistants and cash office managers being trained by us, then cascading the training to their teams. The majority of training for existing stores was virtual, however, all the major stores (usually in capital cities) were trained in person, as were all new stores in new markets.  These stores also received additional go live support

Stores were provided with comprehensive reference materials and guides to use during training and to support after go live, and they all had practice tills installed to use when cascading the training.

The EPOS training results

The programme ran for more than five years!

Training Epos system for global retailer key delivery statistics and icons; 330 stores and 65,000 staff. 7 currencies and 15 languages. 10,500 tills replaced.

Key delivery stats

  • We delivered approx. 1000 EPOS training sessions
  • In 330 stores
  • To 1950 store colleagues
  • Who have cascaded to 63,000 staff
  • In 15 languages
  • For 17 countries
  • And in 7 currencies
  • In total 10,500 tills have been replaced

Working with an evolving brief

As well as the main objective of upskilling the store teams we were asked to deliver training to support functions including teams from the following business functions:

  • Business Change
  • Delivery
  • Retail Ops
  • Audit
  • Finance
  • Stores
  • Help desk

And there may be more in the future – during the course of this implementation the retailer trialed a self-checkout system in selected stores. We were asked to develop and deliver the training for this trial in participating stores across the UK, ROI and USA. If successful, the trial will be rolled out to the entire estate in the future.

Customer Feedback

Client feedback: “Thanks again for running such an engaging session, the team are all still raving about it.” – Service desk and “The feedback I had from stores was really good, they enjoyed their training and learned a lot!” – SME

Client feedback: “Thank you so much for training us on all things EPOS. We all felt really comfortable to ask questions and engaged with the topic. It's really reassured the team that the change is totally manageable which they really needed considering the amount of change there has been and still is ongoing.” – Manager

Got a similar project you’d like us to work on?

We can help you with store systems initiatives or any other store-based training needs as well as with training for colleagues in Head Office.