Choosing a Point of Sale system is now all about the operating system, not the hardware, so you’re much more free to change systems if you’ve outgrown what you have. Good POS providers should also offer to help make the switch so it’s seamless and easy. POS systems are one important part of a complex digital network spanning your business, so integration will be an important part of any sales conversation. To help you upgrade or switch, use this extensive list of features, options and security issues to guide your decision.
Key Considerations for Choosing the Right POS System:
Setup Costs:
a. Hardware: Compare the cost of purchasing or leasing the necessary POS hardware, such as terminals, tablets, printers, and cash drawers.
b. Software: Check the upfront cost of the POS software, including licensing fees, installation charges, and any additional setup costs.
Types of Fees for Usage:
a. Licensing or Subscription: Does the system require a one-time licensing fee or an ongoing subscription fee? Compare these costs across different providers.
b. Transaction Fees: Check if there are any charges per transaction processed through the system. Assess whether the fee structure is fixed or tiered based on sales volume. Do the percentage fees for a ‘free’ system exceed what you’d pay for a system with monthly charges?
c. Payment Processing: Understand the fees associated with integrating payment processors, such as credit card transaction charges or gateway fees. * Does the POS system penalise the use of other payment gateways to encourage users to use its own system?
Services and Features:
a. Order Management: Evaluate the system’s ability to handle different order types, such as dine-in, takeout, delivery, and online orders.
b. Menu Management: Assess the ease of updating and modifying menus, adding new items, setting prices, and managing inventory.
c. Reporting and Analytics: Consider the system’s reporting capabilities, such as sales reports, inventory tracking, and customer analytics, to aid decision-making and business analysis.
d. Customisation: Assess the system’s flexibility in customising layouts, branding, and workflows to suit your specific restaurant’s needs.
e. Staff Management: Determine if the system offers employee time tracking, scheduling, and performance monitoring features. This should be integrated with the most common rostering or staff scheduling systems.
f. Customer Relationship Management (CRM): Evaluate if the POS system includes CRM capabilities, such as customer database management, loyalty programs, or targeted marketing tools.
g. Data Analytics and AI: Modern POS systems use AI to provide insights into customer behaviour and inventory, helping you better understand and anticipate your business needs. This is a rapidly advancing field.
Support and Maintenance:
Inquire about ongoing technical support, software updates, or maintenance services fees. Ensure these costs are transparent and reasonable. Other important issues to consider:
a. Support Channels: Common support options include phone, email, live chat, or ticketing systems. Assess the availability of support during your restaurant’s operational hours, including weekends and holidays, as well as their average response and resolution times.
b. Technical Support Quality: Research the quality of technical support provided by the POS provider. Look for customer reviews, testimonials, or case studies to gauge the provider’s reputation for responsiveness, knowledgeability, and helpfulness.
c. Maintenance and Updates: Regular updates ensure that your system remains secure, stable, and equipped with the latest features. Additionally, check if updates are included in the service agreement or if they have additional costs.
d. Training Resources: Look for user manuals, online documentation, video tutorials, or knowledge bases that can help your staff learn the system quickly and effectively. Consider whether the provider offers on-site or remote training sessions for a more personalised and hands-on approach.
e. System Monitoring and Proactive Maintenance: It can be beneficial if the provider actively monitors your system’s performance, identifies potential issues, and proactively resolves them before they affect your restaurant’s operations. This can include monitoring server uptime, network connectivity, or identifying software glitches.
f. Service Level Agreements (SLAs): SLAs define the guaranteed response times, uptime commitments, and compensation policies in case of service interruptions or failures. Carefully read and understand the terms and conditions of the SLA to ensure they align with your expectations and business requirements. Do the agreements renew automatically each year, and will you be advised in advance?
g. Scalability and Growth Support: If you plan to expand your operations or add new locations, ensure that the provider has the capability and infrastructure to support your evolving needs.
h. Backup and Disaster Recovery: Robust backup systems and disaster recovery plans help protect your data from accidental loss or system failures, ensuring business continuity. These backups should be both onsite hardware and cloud-based. See also: Preparing Your Restaurant for Emergencies and Extreme Weather.
i. Additional Services: Some POS providers may offer additional services beyond technical support, such as menu engineering, consulting, or marketing assistance. Assess if these additional services align with your restaurant’s needs and if they are provided at an additional cost.
When assessing support and maintenance, consider the provider’s reputation, responsiveness, and overall quality of services. Clear communication channels and a reliable support system are crucial to ensuring that your POS system functions smoothly, minimises downtime, and maximises operational efficiency.
Integration with Other Systems:
Check if the POS system integrates with other essential software, such as accounting, payroll, reservation systems, CRM or online delivery platforms. Here are the areas to check:
a. Payment Processors: It should support popular options like credit cards, debit cards, mobile payments (e.g., Apple Pay, Google Pay), and potentially alternative payment methods. Ensure that the integration is secure and compliant with industry standards.
b. Accounting Software: This integration enables the automatic transfer of sales and financial data, eliminating the need for manual data entry and reducing the chances of errors.
c. Inventory Management: This integration allows for accurate tracking of stock levels, real-time updates, automated reordering, and streamlining inventory-related processes.
d. Online Ordering and Delivery Platforms: If your restaurant offers online delivery services, check if the POS system integrates with popular delivery platforms like Uber Eats and DoorDash. Seamless integration can facilitate automatic order syncing, menu synchronisation, and streamlined order management. You should not need extra screens for each different ordering system!
e. Customer Relationship Management (CRM) Systems: This integration enables the consolidation of customer data, such as purchase history, preferences, and contact information, for effective marketing campaigns, loyalty programs, and personalised customer experiences.
f. Reservation Systems: Integration allows for smooth synchronisation of reservations, table availability, and guest management, reducing manual effort and avoiding double bookings.
g. Kitchen Display Systems (KDS): If you have a busy kitchen, check if the POS system can integrate with KDS software. This integration enables orders to be displayed directly in the kitchen, improving communication and order accuracy.
h. Reporting and Analytics Tools: This integration enables advanced data analysis, custom reports, and actionable insights to make informed business decisions.
When assessing integration capabilities, make sure that the POS system provides reliable and secure integration methods, such as APIs (Application Programming Interfaces) or webhooks. Understanding any additional costs, technical requirements, and potential limitations associated with each integration is essential.
User-Friendliness and Training:
a. Interface: Evaluate the intuitiveness and ease of use of the POS system’s interface, as it will impact staff efficiency and training time.
b. Training and Support: Inquire about the training resources provided by the POS provider and their availability for troubleshooting or technical assistance. Is the training onsite or done online?
Scalability and Future Needs:
a. Growth Potential: Consider whether the POS system can accommodate your restaurant’s expansion plans, such as additional locations or increased sales volume and the need for extra terminals.
b. Upgrades and Add-ons: Check if the system allows for easy upgrades and integration of new features or modules as your restaurant’s needs evolve.
Most Important POS Features for a Fast, High-volume Business
a. Setup Cost: While setup cost remains important for any establishment, it may be relatively more significant for a high-volume cafe. With a larger number of customers and potentially more POS terminals or hardware required, the initial setup cost can significantly impact the cafe’s budget.
b. Types of Fees: Transaction fees become more important in a high-volume cafe setting. As the volume of transactions increases, transaction fees can accumulate quickly and significantly impact the cafe’s overall profitability. It’s crucial to compare transaction fee structures and choose a POS system that offers competitive rates or volume-based discounts. It should also be easy to pass on credit card charges in the form of a surcharge to customers – this can save a business thousands of dollars per year.
c. Services and Features: Efficiency and speed are paramount in a high-volume cafe. Look for a POS system that offers robust order management features, streamlined menu management, and easy integration with kitchen display systems (KDS). These capabilities help optimise order processing, reduce wait times, and improve overall service speed.
d. Integration: Integration with online delivery platforms is becoming increasingly important for a high-volume cafe. With a higher number of takeout or delivery orders, seamless integration with popular delivery platforms such as Uber Eats or Deliveroo can streamline order management, reduce manual effort, and ensure accurate tracking of delivery orders.
e. User-Friendliness and Training: The ease of use of the POS system becomes more critical in a high-volume cafe where quick and efficient operations are essential. A user-friendly interface and intuitive design minimise training time and reduce the chance of errors during fast-paced service.
f. Scalability and Future Needs: As a high-volume cafe has the potential for growth, scalability becomes an important factor. Choose a POS system that can accommodate increased sales volume, support additional locations if expansion is planned, and offer seamless integration with other software solutions as the cafe’s needs evolve.
In a high-volume environment, the immediate focus is on handling a large number of transactions efficiently, maintaining speed of service, and ensuring seamless integration with delivery platforms to meet customer demands.
Most Important POS Features to Prevent Fraud
a. User Access and Permissions: Implement a robust user access control system within the POS system. This allows you to assign different user roles with specific permissions, ensuring that only authorised personnel can access sensitive functions such as voiding transactions, applying discounts, or modifying orders.
b. Audit Trails: A POS system with audit trail capabilities records and logs all user activities within the system. This feature allows you to track and review each action taken by employees, making it easier to identify any suspicious activities or discrepancies.
c. Cash Drawer Accountability: Utilise a POS system that tracks cash register balances and reconciliations. This feature enables you to monitor cash flow, compare actual cash on hand with recorded sales, and detect any discrepancies or potential theft.
d. Integrated Employee Time Clock: Incorporate an employee time clock feature within the POS system. This allows for accurate tracking of employee hours and minimises opportunities for fraudulent clock-ins or clock-outs.
e. Secure Manager Overrides: Ensure that any manager overrides, such as voiding transactions or applying discounts beyond predefined limits, require additional authorisation or verification. This feature helps prevent unauthorised use of manager privileges and reduces the risk of fraudulent activities.
f. Surveillance Integration: Look for POS systems that can integrate with surveillance cameras or video monitoring systems. You can review specific incidents and investigate any suspicious activities or discrepancies by synchronising transaction data with video footage.
g. Split Payments and Bill Separation: Implement functionality within the POS system that enables the separation of bills or split payments. This feature reduces the chances of collusion between employees and customers during transactions.
h. Secure Login Credentials: Ensure that the POS system enforces strong password policies for user accounts. This includes requirements for complex passwords, periodic password changes, and lockouts after multiple failed login attempts. Additionally, consider implementing two-factor authentication for added security.
i. Encryption and Data Security: Verify that the POS system incorporates robust encryption protocols to protect sensitive data such as customer payment information, employee records, and transaction details. Encryption helps prevent unauthorised access and safeguards against internal fraud attempts. j. Reporting and Monitoring Tools: Utilise reporting and monitoring tools provided by the POS system to analyse sales patterns, monitor unusual activities, and identify any anomalies or trends that may indicate potential fraudulent behaviour.
Remember that while these features can provide protection against internal fraud, no system can guarantee absolute prevention. To minimise the risk of fraud in your business, it’s essential to complement the POS system with proper employee training, periodic audits, and a strong internal control framework.
Important Questions to Ask About a Replacement POS System
When discussing the purchase of a new POS system with a sales representative, here are 10 important questions to ask…
* Integration: How well does this system integrate with online ordering, delivery platforms, and CRM tools?
* Ease of Use: How user-friendly is the system for staff, including new employees?
* Cloud-Based Capabilities: Is the system cloud-based, allowing for remote access and real-time updates?
* Payment Options: Does it support contactless payments and mobile wallets?
* Data Analytics: What kind of data insights and reporting does the system offer?
* Hardware Requirements: What hardware is needed, and is it compatible with tablets and kitchen displays? Does it need a particular operating system, such as iOS or Android?
* Employee Management: Does the system include scheduling, task management, and performance tracking features?
* Support: What level of customer support and maintenance is provided?
* Scalability: Can the system grow with my business, accommodating future needs?
* Cost: What are the total costs, including installation, ongoing fees, and potential upgrades?
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Also check the article: Protecting the Security of your Restaurant Point of Sale
Choosing a Point of Sale system is now all about the operating system, not the hardware, so you’re much more free to change systems if you’ve outgrown what you have. Good POS providers should also offer to help make the switch so it’s seamless and easy. POS systems are one important part of a complex digital network spanning your business, so integration will be an important part of any sales conversation. To help you upgrade or switch, use this extensive list of features, options and security issues to guide your decision.
Key Considerations for Choosing the Right POS System:
Setup Costs:
a. Hardware: Compare the cost of purchasing or leasing the necessary POS hardware, such as terminals, tablets, printers, and cash drawers.
b. Software: Check the upfront cost of the POS software, including licensing fees, installation charges, and any additional setup costs.
Types of Fees for Usage:
a. Licensing or Subscription: Does the system require a one-time licensing fee or an ongoing subscription fee? Compare these costs across different providers.
b. Transaction Fees: Check if there are any charges per transaction processed through the system. Assess whether the fee structure is fixed or tiered based on sales volume. Do the percentage fees for a ‘free’ system exceed what you’d pay for a system with monthly charges?
c. Payment Processing: Understand the fees associated with integrating payment processors, such as credit card transaction charges or gateway fees. * Does the POS system penalise the use of other payment gateways to encourage users to use its own system?
Services and Features:
a. Order Management: Evaluate the system’s ability to handle different order types, such as dine-in, takeout, delivery, and online orders.
b. Menu Management: Assess the ease of updating and modifying menus, adding new items, setting prices, and managing inventory.
c. Reporting and Analytics: Consider the system’s reporting capabilities, such as sales reports, inventory tracking, and customer analytics, to aid decision-making and business analysis.
d. Customisation: Assess the system’s flexibility in customising layouts, branding, and workflows to suit your specific restaurant’s needs.
e. Staff Management: Determine if the system offers employee time tracking, scheduling, and performance monitoring features. This should be integrated with the most common rostering or staff scheduling systems.
f. Customer Relationship Management (CRM): Evaluate if the POS system includes CRM capabilities, such as customer database management, loyalty programs, or targeted marketing tools.
g. Data Analytics and AI: Modern POS systems use AI to provide insights into customer behaviour and inventory, helping you better understand and anticipate your business needs. This is a rapidly advancing field.
Support and Maintenance:
Inquire about ongoing technical support, software updates, or maintenance services fees. Ensure these costs are transparent and reasonable. Other important issues to consider:
a. Support Channels: Common support options include phone, email, live chat, or ticketing systems. Assess the availability of support during your restaurant’s operational hours, including weekends and holidays, as well as their average response and resolution times.
b. Technical Support Quality: Research the quality of technical support provided by the POS provider. Look for customer reviews, testimonials, or case studies to gauge the provider’s reputation for responsiveness, knowledgeability, and helpfulness.
c. Maintenance and Updates: Regular updates ensure that your system remains secure, stable, and equipped with the latest features. Additionally, check if updates are included in the service agreement or if they have additional costs.
d. Training Resources: Look for user manuals, online documentation, video tutorials, or knowledge bases that can help your staff learn the system quickly and effectively. Consider whether the provider offers on-site or remote training sessions for a more personalised and hands-on approach.
e. System Monitoring and Proactive Maintenance: It can be beneficial if the provider actively monitors your system’s performance, identifies potential issues, and proactively resolves them before they affect your restaurant’s operations. This can include monitoring server uptime, network connectivity, or identifying software glitches.
f. Service Level Agreements (SLAs): SLAs define the guaranteed response times, uptime commitments, and compensation policies in case of service interruptions or failures. Carefully read and understand the terms and conditions of the SLA to ensure they align with your expectations and business requirements. Do the agreements renew automatically each year, and will you be advised in advance?
g. Scalability and Growth Support: If you plan to expand your operations or add new locations, ensure that the provider has the capability and infrastructure to support your evolving needs.
h. Backup and Disaster Recovery: Robust backup systems and disaster recovery plans help protect your data from accidental loss or system failures, ensuring business continuity. These backups should be both onsite hardware and cloud-based. See also: Preparing Your Restaurant for Emergencies and Extreme Weather.
i. Additional Services: Some POS providers may offer additional services beyond technical support, such as menu engineering, consulting, or marketing assistance. Assess if these additional services align with your restaurant’s needs and if they are provided at an additional cost.
When assessing support and maintenance, consider the provider’s reputation, responsiveness, and overall quality of services. Clear communication channels and a reliable support system are crucial to ensuring that your POS system functions smoothly, minimises downtime, and maximises operational efficiency.
Integration with Other Systems:
Check if the POS system integrates with other essential software, such as accounting, payroll, reservation systems, CRM or online delivery platforms. Here are the areas to check:
a. Payment Processors: It should support popular options like credit cards, debit cards, mobile payments (e.g., Apple Pay, Google Pay), and potentially alternative payment methods. Ensure that the integration is secure and compliant with industry standards.
b. Accounting Software: This integration enables the automatic transfer of sales and financial data, eliminating the need for manual data entry and reducing the chances of errors.
c. Inventory Management: This integration allows for accurate tracking of stock levels, real-time updates, automated reordering, and streamlining inventory-related processes.
d. Online Ordering and Delivery Platforms: If your restaurant offers online delivery services, check if the POS system integrates with popular delivery platforms like Uber Eats and DoorDash. Seamless integration can facilitate automatic order syncing, menu synchronisation, and streamlined order management. You should not need extra screens for each different ordering system!
e. Customer Relationship Management (CRM) Systems: This integration enables the consolidation of customer data, such as purchase history, preferences, and contact information, for effective marketing campaigns, loyalty programs, and personalised customer experiences.
f. Reservation Systems: Integration allows for smooth synchronisation of reservations, table availability, and guest management, reducing manual effort and avoiding double bookings.
g. Kitchen Display Systems (KDS): If you have a busy kitchen, check if the POS system can integrate with KDS software. This integration enables orders to be displayed directly in the kitchen, improving communication and order accuracy.
h. Reporting and Analytics Tools: This integration enables advanced data analysis, custom reports, and actionable insights to make informed business decisions.
When assessing integration capabilities, make sure that the POS system provides reliable and secure integration methods, such as APIs (Application Programming Interfaces) or webhooks. Understanding any additional costs, technical requirements, and potential limitations associated with each integration is essential.
User-Friendliness and Training:
a. Interface: Evaluate the intuitiveness and ease of use of the POS system’s interface, as it will impact staff efficiency and training time.
b. Training and Support: Inquire about the training resources provided by the POS provider and their availability for troubleshooting or technical assistance. Is the training onsite or done online?
Scalability and Future Needs:
a. Growth Potential: Consider whether the POS system can accommodate your restaurant’s expansion plans, such as additional locations or increased sales volume and the need for extra terminals.
b. Upgrades and Add-ons: Check if the system allows for easy upgrades and integration of new features or modules as your restaurant’s needs evolve.
Most Important POS Features for a Fast, High-volume Business
a. Setup Cost: While setup cost remains important for any establishment, it may be relatively more significant for a high-volume cafe. With a larger number of customers and potentially more POS terminals or hardware required, the initial setup cost can significantly impact the cafe’s budget.
b. Types of Fees: Transaction fees become more important in a high-volume cafe setting. As the volume of transactions increases, transaction fees can accumulate quickly and significantly impact the cafe’s overall profitability. It’s crucial to compare transaction fee structures and choose a POS system that offers competitive rates or volume-based discounts. It should also be easy to pass on credit card charges in the form of a surcharge to customers – this can save a business thousands of dollars per year.
c. Services and Features: Efficiency and speed are paramount in a high-volume cafe. Look for a POS system that offers robust order management features, streamlined menu management, and easy integration with kitchen display systems (KDS). These capabilities help optimise order processing, reduce wait times, and improve overall service speed.
d. Integration: Integration with online delivery platforms is becoming increasingly important for a high-volume cafe. With a higher number of takeout or delivery orders, seamless integration with popular delivery platforms such as Uber Eats or Deliveroo can streamline order management, reduce manual effort, and ensure accurate tracking of delivery orders.
e. User-Friendliness and Training: The ease of use of the POS system becomes more critical in a high-volume cafe where quick and efficient operations are essential. A user-friendly interface and intuitive design minimise training time and reduce the chance of errors during fast-paced service.
f. Scalability and Future Needs: As a high-volume cafe has the potential for growth, scalability becomes an important factor. Choose a POS system that can accommodate increased sales volume, support additional locations if expansion is planned, and offer seamless integration with other software solutions as the cafe’s needs evolve.
In a high-volume environment, the immediate focus is on handling a large number of transactions efficiently, maintaining speed of service, and ensuring seamless integration with delivery platforms to meet customer demands.
Most Important POS Features to Prevent Fraud
a. User Access and Permissions: Implement a robust user access control system within the POS system. This allows you to assign different user roles with specific permissions, ensuring that only authorised personnel can access sensitive functions such as voiding transactions, applying discounts, or modifying orders.
b. Audit Trails: A POS system with audit trail capabilities records and logs all user activities within the system. This feature allows you to track and review each action taken by employees, making it easier to identify any suspicious activities or discrepancies.
c. Cash Drawer Accountability: Utilise a POS system that tracks cash register balances and reconciliations. This feature enables you to monitor cash flow, compare actual cash on hand with recorded sales, and detect any discrepancies or potential theft.
d. Integrated Employee Time Clock: Incorporate an employee time clock feature within the POS system. This allows for accurate tracking of employee hours and minimises opportunities for fraudulent clock-ins or clock-outs.
e. Secure Manager Overrides: Ensure that any manager overrides, such as voiding transactions or applying discounts beyond predefined limits, require additional authorisation or verification. This feature helps prevent unauthorised use of manager privileges and reduces the risk of fraudulent activities.
f. Surveillance Integration: Look for POS systems that can integrate with surveillance cameras or video monitoring systems. You can review specific incidents and investigate any suspicious activities or discrepancies by synchronising transaction data with video footage.
g. Split Payments and Bill Separation: Implement functionality within the POS system that enables the separation of bills or split payments. This feature reduces the chances of collusion between employees and customers during transactions.
h. Secure Login Credentials: Ensure that the POS system enforces strong password policies for user accounts. This includes requirements for complex passwords, periodic password changes, and lockouts after multiple failed login attempts. Additionally, consider implementing two-factor authentication for added security.
i. Encryption and Data Security: Verify that the POS system incorporates robust encryption protocols to protect sensitive data such as customer payment information, employee records, and transaction details. Encryption helps prevent unauthorised access and safeguards against internal fraud attempts.
j. Reporting and Monitoring Tools: Utilise reporting and monitoring tools provided by the POS system to analyse sales patterns, monitor unusual activities, and identify any anomalies or trends that may indicate potential fraudulent behaviour.
See also: Protecting the Security of your Restaurant Point of Sale
Remember that while these features can provide protection against internal fraud, no system can guarantee absolute prevention. To minimise the risk of fraud in your business, it’s essential to complement the POS system with proper employee training, periodic audits, and a strong internal control framework.
Important Questions to Ask About a Replacement POS System
When discussing the purchase of a new POS system with a sales representative, here are 10 important questions to ask…
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