Singapore Straits Wine Company

Knowing the company
The Singapore Straits Wine Company (SSWC) is the largest wine shop chain in Singapore, selling wine by the glass, bottle or case to the general public via sophisticated retail outlets that operate under the name of Denise the Wine Shop. Each of its 17 stores stocks quality wines from around the world, wines that are carefully selected, transported to the company's bonded warehouse in Singapore, then distributed to retail outlets or wholesale business customers.

SSWC delivers quality product and quality service yet operates on moderate margins; therefore, customer loyalty and efficient retail management systems are intrinsic to this industry leader's ongoing success.

Defining the strategy
For 18 months, SSWC looked for a suitable POS system. They needed to replace a DOS-based system that was vastly underperforming, providing inaccurate and outdated information and poorly handling inventory control and delivery.

"We wanted a solution that was reliable, that could accommodate the complexities of our business and allow us to focus on the customer experience," explains COO/CFO, Mr. Hugh Lavin.

"The solution provider had to understand POS and the retail environment, be able to advise us and engage in an ongoing business relationship." From five options, SSWC selected Torex Retail POS business edition to run from a central server across Head Office, Back Office and point-of service operations.

Choosing the solution
SSWC chose Torex Retail POS business edition because it had the complex functionality it needed to excite, engage and retain their customers built in.
"Customer loyalty and inventory control hold the key to our ongoing success in the wine industry," Lavin explains. "Torex Retail POS business edition handles these functions and more, in an easy-to-use format."

A personal buying experience
"With information such as buying patterns, product descriptions and stock balance at their fingertips, our salespeople are empowered to provide customers with a personal buying experience, says Lavin. "In fact, the accuracy and availability of information supports every area of SSWC's operations from inventory management through strategic planning."

Ease-of-use
Torex Retail POS business edition is a complex solution in an easy-to-use format, a factor Lavin believes will reap major benefits in training time alone, given there are up to four people working in each shop. As Lavin points out, "because the
screens are completely customisable, this system works for anyone."

Fast, low cost implementation
"The entire implementation process was so fast and easy," Lavin says. "Although it takes a little longer to customise all the details for our individual company, the preparation for the initial POS system took about four weeks. We ran a test site for a week in one of our stores, then rolled it out to all 17 stores in five days; each store took under an hour to implement."

The solution works
Lavin states unequivocally that: "Torex Retail POS business edition works." The Torex solution is absolutely stable, which has given his team peace of mind and the freedom to focus on refining the backend systems. And, while a typical POS solution is expected to last around five years, he believes Torex Retail POS business edition has the potential to support their changing requirements a lot longer, gaining even greater long-term ROI.

A business partner we can trust
"From the first day, we were dealing with experts in logistics and retail who set out to understand how our business worked and the kind of customer experience we wanted to create," Lavin comments. "The Torex people have been honest, responsive and 100% customer-focused. I'm happy to say they're continuing to work alongside us to ensure we understand how to optimise our solution."

Achieving return on investment
SSWC is well on the way to delivering the ultimate retail experience to its customers. Wine is in stock, in a proper condition, advice and information is readily available, complex marketing promotions and loyalty programs are processed instantly and checkout is fast and accurate. And accurate information at the checkout flows through to all areas of the business.

"When we implemented Torex Retail POS business edition," Lavin says, "we replaced an aging POS system with a sophisticated retail management solution to match the sophistication of our wines."

"The Torex people have been honest, responsive and 100% customerfocused. I'm happy to say they're continuing to work alongside us to ensure we understand how to optimise our solution."

- Hugh Lavin