The Challenge

With an established reputation as Britain’s leading furniture manufacturer and retail brand, DFS is a familiar face on today’s high street.

DFS wanted to offer its customers a seamless, omni-channel experience in-store that would showcase the distinct furniture designs of each of its brands. In an environment where customers are no longer making quick, off-the-shelf purchases, DFS needed a solution that would provide a unique, memorable and enjoyable in-store experience that required minimal customer input.

Previously, DFS’ systems and devices were configured to be unique to individual stores across its UK estate, so wanted to carry out an upgrade in order to standardise all device models, which would give it the flexibility to use any device in any one of its stores across the UK.

DFS wanted to leverage a mobile technology that was multi-functional and ultimately bring the transaction to the customer. The solution needed to be available for customers wherever they were in store, at whatever point in their retail journey, to enhance the selling experience and maximise convenience. As a result, DFS chose to undertake a full upgrade of its existing mobile PoS infrastructure, using ASUS Chromebook tablets.

tablets installed
tablets removed
stores across the UK
project turnaround

Why Vista?

Working alongside its internal team, DFS needed a partner that could scale up to meet its objectives within a rapid, 2-week turnaround. Following on from Vista’s successful deployment of its Adyen chip and pin upgrade, DFS selected Vista as the partner of choice to work with its IT team and deploy the comprehensive ASUS upgrade.

The Solution

With a total rollout of 117 stores and with 2 weeks’ notice, Vista’s project team set about the planning of the receipt of hardware, rollout schedule and engineer resource.

Vista completed the full planning phase and established initial processes to receive the legacy hardware into our secure warehouses, all within the required timeframe. Using our internal stock management and logistics system, Vista also tracked equipment serial numbers from receipt to outbound shipment of devices.

A formalised sign-off procedure was introduced using Vista’s internal digital instruction and sign-off application to capture all on-site requirements. This ensured that all our project engineers performed the same processes, enabling us to share this information with DFS so its internal teams could have full visibility of the location and status of our engineers throughout the entire project.

Our engineers removed the legacy tablets from the stores through the returns logistics process, providing a full audit of all devices that had been removed from DFS’ stores. From here, devices were then transferred to Vista’s EPoS Exchange (VEE) unit, where our inventory management team performed further diagnosis of each device status to determine its condition. Based on VEE’s findings, DFS had the flexibility to decide whether they wanted us to store, sell or responsibly dispose of the equipment, giving DFS the assurance that routine processes such as these would be managed end-to-end by Vista, freeing up its time to focus resources on other areas of the business and its customers.

The Result

As a result of our previous successful project, DFS were happy to provide Vista with the flexibility to allow us to install more devices in one day than was initially scoped. Vista could then complete multiple installations per engineer, per day, which led to a successful full mobile POS upgrade in line with the aggressive deadline, without affecting DFS’ daily trade.

“In my experience, it’s not often you get a thank-you relating to a technology project. The team, in particular, deserve a massive thanks on the roll-out of the Chrome tablets across the DFS estate. The project has gone really well with no negative feedback whatsoever, which is also a great indicator, so just wanted to recognise that and make sure you have registered the appreciation.  We have a small team here, but it’s great to find a team that can help us deliver. This is the second time we have used Vista and we have been really pleased.”

– Russell Harte, Group Technology Director (DFS)

“I was thrilled to be working with the DFS team again and I am very proud that we can demonstrate the pace at which we can deliver, successfully. A wonderful example of how strong teamwork and detailed planning can achieve great results.”

Project Manager (Vista)

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