GMCS has developed a self-service service based on Microsoft solutions for Hoff

2021: Self-Service Cash Desk Replication

On October 12, 2021, GMCS announced that it had developed a self-service service service based on Microsoft retail solutions for Hoff, a Russian retailer in the furniture and home goods segment.

Self-service cash desks (CSR) have passed pilot testing and as of October 12, 2021 operate in several Hoff stores in. With the To Moscow help of self-service terminals, customers can independently find, issue and pay goods using the Hoff Bonus loyalty card, without standing in queues at cash desks. According to the information company, since the launch, in early June 2021, in the pilot stores of the network, about 10% of checks passed through CSR. As of mid-October 2021, the solution is being replicated to the entire Hoff network, numbering 55 stores throughout. Russia

"The coronavirus pandemic has made adjustments to service arrangements that should be safe for buyers and staff. The use of terminals in the trading area allows you to improve the quality of service due to personalized experience, as well as support offline sales. The decision also works as a "queue killer," unloading the cash zone, which is especially relevant in the "high season." We plan to scale self-service cash desks for all company stores by the end of 2021, "- commented by Konstantin Peshekhonov, Chief information officer.

The development of the self-service cash desk interface, integration with the ERP system and the Hoff cash terminal management system (POS) based on Microsoft Dynamics solutions was provided by GMCS.

"For the convenience of customers of all categories, we have developed a simple and understandable interface, without unnecessary buttons and distracting design. Microsoft's digital solutions provide intellectual automation to help retailers to trade adapt to current realities, including through self-service models, " notes Maxim Naumchak, Director of Business Development, GMCS.

2017: Transition to a single business management platform

The network of furniture hypermarkets Hoff with the support of Maykor-GMCS in July 2017 completed the transition to a single business management platform based on Microsoft solutions for retail. All components of the retailer's centralized management system operate in the Russian public cloud.

As part of the transformation of the business model and IT infrastructure, Hoff, together with Maykor-GMCS, has implemented a number of projects over the past few years. To support business dynamics, a new back-office system based on Microsoft Dynamics AX, as well as a cash terminal management system based on Dynamics for Retail, has been developed and launched. As part of the development of omni-channel sales, an automated workplace (AWS) has been created for operators of the retailer's call center based on Microsoft Dynamics CRM.

"We continue to increase market share by scaling the multi-format omnichannel business model, focusing on building long-term relationships with customers and improving operational efficiency. The used information management system helps us a lot in this, "said Mikhail Kuchment, vice president and co-owner of Hoff

The centralized back office system covers 18 Hoff hypermarkets, 9 Mini and Home stores and provides management of purchases, assortment, pricing, external and internal logistics, sales, advertising and after-sales services. The back office system is integrated with the Hoff online store. As of July 12, 2017, more than 2.5 thousand users work in it. According to the customer, thanks to an understandable interface, it was possible to do without serious costs for training employees to work in the new system.

"The former back office system was heavily castomized. Together with Maykor-GMCS, we have automated most of the retail, procurement and logistics business processes from scratch. A centralized approach to building the architecture of systems and transferring them to the public cloud allowed to reduce operating support costs by 20%, "said Denis Rudakov, Hoff Chief information officer

Along with the new loyalty bonus program, which allows customers to pay for purchases in various ways, including bonuses and gift cards, a new POS system has been deployed. Thus, Hoff completed the construction of a single ecosystem to support sales and service processes.

"One of the urgent tasks that faced us, as well as many retailers, was to update our cash software. We settled on the POS system from Microsoft for many reasons: speed, autonomy - even with a loss of communication, the system continues to work fully, has a flexibly configurable role-playing interface, centralized configuration management of cashiers' workplaces, "added Denis Rudakov

The problem of minimizing the average service time during seasonal peak loads was solved thanks to the WS of the call center operator, which was developed using the Maykor-GMCS standard solution. In a single customer card, the operator can view the purchase history, advise on the order, delivery, use of the loyalty card, accumulated points, etc. For outgoing calls, a system of prompt scripts has been developed to minimize operator errors when informing customers.

"To reduce the implementation time of individual tasks, we used our typical solutions, for example, when setting up a cash solution, which made it possible to minimize the number of necessary modifications and reduce the launch time. Special attention was paid to project management - on a regular basis, together with key users, each stage of work and possible risks were evaluated, "summed up the project Maxim Naumchak, director of the design solutions department, Retail & Cloud, Maykor-GMCS