Customer Success

Cloud software

selecting the right systems

Our projects always begin with selecting the right software for your business. Every retailer has their own unique set of requirements, and this is thoroughly discussed and workshopped upfront. The specifically chosen software systems we work with are tried and tested to provide a turnkey solution for retail business ranging from 1 to 100 outlets.

Once a thorough needs analysis has been completed, we will present the suggested software systems in a relevant and interactive demonstration, even containing relevant sample sku’s from your business when required.

Implementation

getting things right the first time

Our project manager will provide a detailed roll-out plan, with clear milestones outlined along the way that lead up to your final go-live date. Over and above the software configuration and hardware checks, all existing customer, supplier, product and stock data is transferred across to your new system, to ensure a smooth transition process.

Each new retail business we work with is assigned to a ThinnPro Customer Success Manager. This retains a single point of contact, from your initial software implementation, through to training and overseeing on-going support.

Hands on training

taking the time you need

Training is typically carried out in groups, based on the staff’s user level. This means breaking up Cashiers & Store Managers into separate sessions for example, allowing us to focus on tasks that they specifically perform.

Once training has been completed, your team is given software access and encouraged to transact on the new software while in ‘training mode’ where mistakes can be made, and questions answered before go-live. Staff are also provided with tailored user manuals and SOP’s reflecting your businesses specific processes as a fallback.

Localised support

from a team that understands retail

Retailers are initially placed onto a higher-level ‘launch support’ program for their first 4 weeks, where they have instant access to dedicated support to help iron out any teething issues during the first days of trade.

Thereafter, clients have access to a range of support channels for us to quickly and effectively provide solutions to any issues that are experienced. Our support is handled in-house by our own team, all of which have both in-depth knowledge of your software, but also practical experience with real-world retail challenges.