Working with complex software: how to migrate a cash program and not “break” a store



    The company " Pilot " for years of existence spent hundreds of projects for the construction and reorganization of retail infrastructure. One of the most important for a store is almost always the work of migration from one cash register system to a new one.

    Today we will talk about the features of cash register migration, the common mistakes that companies make along the way, and advise what to look for in order to avoid them.

    Popular Causes of Migration


    Before diving into the details of the process of cash register software migration, it’s worth talking about why such a need arises. Most often, the management of the distribution network decides to replace the existing software under the influence of three main reasons:

    • Too expensive - many retailers think about changing their current solution due to the high cost of ownership. It consists of the cost of improvements that are necessary, for example, due to changes in legislation (as was the case with the EGAIS and 54-FZ), service, and staff costs. This is especially evident in the case of foreign software: improvements in it often cost a significant amount. In this case, in order not to violate the law and not get out of the budget, there is a need to migrate to new software.
    • Low development speed (improvements, corrections, release updates) - development companies do not always respond promptly to customer wishes, for example, to improve functionality, and eliminate software errors. Sometimes retailers have to wait for months for critical corrections, and functional changes can take years. If the business growth rate is higher than the development speed, then the decision needs to be changed.
    • The solution is unstable - any simple retail system can be directly converted into financial losses and customer dissatisfaction, which spoils the company's image.


    Highlights of cash register migration


    There are several basic processes that accompany software migration:

    • Preparation of high-quality technical specifications . Being a key process, it does not receive due attention from the retailer. The terms of reference contain only the general concept of the solution, but do not describe the features and details of business processes.
    • Integration of the solution with the back office / ERP systems available in the distribution network . Often this process is individual for each business, and therefore requires its own approach. Although there are standard solutions with popular systems, they do not fit the tasks of each enterprise.
    • Replacing the front solution . At this stage, it is important to check whether the cash register software is compatible with existing trading equipment. It is quite possible that the technical capabilities of the equipment do not allow the use of new software. In this case, the retailer may incur additional costs for upgrading equipment, purchasing an OS license or completely replacing devices.

    Obviously, migration is not limited to these processes only and usually “the devil is in the details”. But with the right approach to them, you can significantly minimize the risk of errors.

    How to mess things up: migration errors


    You can cite the most popular problems that arise when planning migration.

    Error # 1: “until the thunder strikes”


    Often, the retailer decides to migrate at the last moment: for example, because from the next month new requirements of the law will begin to apply. Due to the tight deadlines, there is no time left for quality testing, training of personnel and infrastructure for a new solution. So, almost certainly, the retailer will face problems.

    How to avoid : you need to understand that the migration of complex software is not done in one day. It should begin preparation in advance and lay on the project 4-5 months.

    Mistake # 2: poorly crafted requirements


    Terms of Reference - the basis of the basics. The more detailed and precise it is formulated, the higher the likelihood that no surprises will arise in the migration process itself, and the solution itself will meet expectations. Remember that cash register software is not a site on the designer, and “playing with fonts” is not so simple here.

    An example from our practice is that during one of the projects on migration to the Profi-T cash register software , the customer provided us with data uploads (among them: goods, prices, system users, their privileges). Focusing on their structure, we organized an exchange between cash and ERP systems. Later it turned out that the data issued by the customer and the data actually working in the production environment differ in format. Therefore, the data exchange system had to be redone, which affected the timing of the project.

    How to avoid : do not save time on the preparation of TORs, involve not only IT retailers in the process, but also employees who will work with the system.

    Mistake # 3: we want it as with “them”


    Often, retailers think about migrating to a new cash register solution because they saw this software from a competitor. It does not take into account whether it suits their business processes. As a result, the product does not live up to their expectations and does not fulfill the full scope of the assigned tasks.

    How to avoid : ask the supplier for a test sample, ask for advice on solution options, do not hesitate to ask questions.

    After migration: everyone has to do their job


    A separate topic is the maintenance of the trading infrastructure after the completion of the migration project to the new software. In some cases, customer companies prefer to transfer this task to their own IT department. And this is not the best solution for several reasons.

    As a rule, technical staff of retail chains may lack competence in working with the new system; it takes time to study and immerse. As a result, it may take longer to resolve the problems that arise than if the incident were immediately transferred to the developer support service, and the problem will be resolved within the time indicated in the SLA.

    For the same reason, software configuration errors may occur. As a result, a partial or complete inoperability of the solution for an indefinite period of time.

    Therefore, the specialists of the Pilot company recommend involving professionals in the after-sales service. We talked about how our support service works earlier in the blog ( one and two ). And in another material you can read about the maintenance of retail equipment .

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