Omnichannel POS — Unified CX
Swipe, tap, or scan anywhere—our next‑gen POS knits every channel into a single conversation, giving shoppers a “buy, collect, return, repeat” freedom that lifts loyalty and lets store teams move at e‑commerce speed.
Industry
Specialty & Big‑Box Retail · Unified Commerce
Service
Product Strategy · Cloud‑Native POS Platform · Store Mobility · Data Unification
Team Setup
1 Product Strategist · 2 Retail Solution Architects · 3 UX/UI Designers · 2 Data Scientists · 2 QA Specialists · 9 Full‑Stack Engineers · 4 DevOps
Timeline
10 Months
Story
Goal
Build a single POS brain that would:
- Let customers start a cart online, finish in store—or vice‑versa—without friction.
- Surface real‑time inventory across 750 stores + DCs with ≥ 98 % accuracy.
- Cut checkout time to ≤ 15 seconds for contactless payments.
- Boost CLTV and AOV through seamless loyalty, endless‑aisle, and curbside flows.
Challenge
Fragmented legacy tills and e‑commerce engines meant data silos and clunky experiences:
- Disjointed carts: online and store orders sat in separate systems.
- Inventory mismatches: 6 % “ghost stock” caused cancellations and shelf gaps.
- Slow tills: card‑present checkout averaged 48 s; queues hit CSAT.
- Returns chaos: store staff needed three tools to process omni‑returns.
- Loyalty blind spots: points earned online failed to surface at POS.
- Compliance maze: PCI v4, GDPR, and state‑level tax rules.
Our Approach
Discover
Shadowed associates in five countries; mapped 54 customer touchpoints & 27 POS pain nodes.
Design
Prototyped a “unified cart” API, tablet‑first UI, and self‑checkout flows; validated with 40 store pilots.
Deploy
Cloud‑edge micro‑services (GCP + Cloud Spanner) roll out nightly; zero‑downtime blue/green cut‑overs.
Challange
The Mountain to Climb
A half‑century of fragmented retail tech demanded a unified approach:
Online ↔ store cart sync
Had to settle in < 300 ms to maintain a real‑time cross‑channel experience.
20‑year COBOL till logic
Hidden in black‑box DLLs with minimal documentation.
Promo stack
4 000 overlapping price rules created discount complexity.
EMV & digital wallet support
6 card networks in 14 regions—one integrated solution.
Data lake ingestion
700 M historical receipts for AI suggestions and reporting.
Additional Hurdles
Edge caching had to keep offline transactions for up to 30 min of WAN outage.
Nightly store updates—4 000 promos, price changes, and compliance patches.
Enforcing PCI v4 & GDPR across a multi‑country store footprint.
Solving these challenges meant rewriting decades of retail assumptions into one modern, cloud‑native infrastructure.
Key Modules Engineered
Designed to unify commerce, slash queue times, and empower staff—no matter the channel.
Unified Cart API
Real‑time merge of web, app & in‑store baskets.
Mobile POS
iOS/Android app turns any associate into a queue‑buster.
Endless Aisle Lookup
Ship‑to‑home from DC if shelf is bare.
Real‑Time Inventory Sync
Event‑driven updates every 5 s; accuracy 98 %.
Omni‑Returns Portal
Buy anywhere, return anywhere in < 60 s.
Clienteling Tablet
360° shopper profile + AI “next best product.”
Self‑Checkout Kiosk
Vision‑based loss‑prevention; shrink down 12 %.
Digital Receipts & Wallets
EMV, Apple Pay, Google Pay, PayPal across all lanes.
Promotion Brain
Graph rules engine resolves stackable offers in 12 ms.
Store Ops Dashboard
Live KPI tiles (UPT, queue length, labor heat‑map).
Compliance Vault
Tokenised PAN, PCI v4 ready; GDPR purge API.
Edge‑Caching Engine
Keeps checkout live 30 min during WAN outages.
User Research Insights
Unified shoppers (web + store) spend 14 % more per order and show 11 % higher lifetime value. LinkedIn
Queue abandonment spikes after 75 seconds; mobile POS cuts wait to 18 seconds.
68 % of returns are cross‑channel; one‑tap omni‑return lifts CSAT by 9 pts.
Technology Stack
A/B - Test Wins
ROI / Business Impact
Outcome
One platform. One cart. One brand experience across web, store, and curbside.
Revenue & Growth
- Store & online GMV +19 % YoY with same marketing spend.
- Omni‑channel customers now 46 % of base (was 28 %).
Customer Experience
- CSAT 94 % · NPS +30—highest since 2019.
- 97 % of SKUs show accurate stock online vs 88 % baseline.
Operational Efficiency
- Associate productivity +22 % (UPT metric).
- 24×7 zero‑downtime releases; 99.995 % POS uptime.
Brand Impact
- Featured by Retail Dive as “Top 5 Unified Commerce Rollouts 2025.”
- Benchmark study cites client among 5 % retailers reaching unified‑commerce maturity. LinkedIn
Feature Highlights
Unified Cart API
Mobile POS
Endless Aisle
Omni‑Returns
Real‑Time Inventory
Clienteling Tablet
Promotion Brain
Self‑Checkout Vision
Edge‑Caching
Compliance Vault
Store Ops Dashboard
Digital Receipts & Wallets
Loyalty Unlocked
Curbside Scheduler
Fraud Sentinel
Ready to stitch every channel into one seamless checkout?
Book a discovery session—we’ll show how a cloud‑native POS can lift revenue, slash queues, and delight customers from web to curbside to till.