How our clients made the top 25 of Australian CIOs

Two of our amazing clients have been recognised in the latest CIO50. Shane Lenton of Cue Clothing is ranked #8 and Rohan Penman formerly of T2 Tea is ranked #23 on the list of Australia’s most innovative technology and digital leaders.

We’re very proud of the partnerships we’ve built and how Infinity supports each retailer to deliver frictionless customer experiences that are driving engagement and growing revenue. And we feel very fortunate to work with such inspiring leaders and their talented teams to deliver game-changing customer experiences.

Here’s why Shane and Rohan made the cut:

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Shane Lenton – the innovator

Shane is among the first retailers globally to pioneer unified commerce to create immersive and “zero-friction” experiences for customers across all channels and touchpoints.

That meant that Cue was able to find entirely new and now bursting pockets of opportunity during the pandemic, with the CIO50 judges saying: 

“The results have been spectacular, with Cue establishing itself as a true innovator in transforming the retail experience at a time when most companies in the sector were on their knees if they hadn’t yet closed their doors.”

Read Shane’s CIO50 story where he shares his approach to delivering award-winning customer experiences.

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Rohan Penman – the change agent

Rohan’s ranking is fantastic recognition of his success driving a major digital transformation over the past 24 months, revamping enterprise systems including the implementation of our Infinity unified commerce platform.

Rohan and his team also managed the global rollout of Infinity point of sale, saying: “This has transformed inventory management as well as customer loyalty and voucher tracking, giving customers more immersive and frictionless experiences.”

Read Rohan’s CIO50 story where he shares his milestones over the past year, and approach to leadership and agile working.

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If you’d like help to develop a unified customer journey, get in touch. We’d love to explore how Infinity can help you give customers more personalised and frictionless experiences across all channels.

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Three things to consider when implementing click–­and–collect

This story was originally posted April 3rd and updated September 1st 2020

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Global COVID-19 restrictions have brought forward e-commerce growth by up to ten years and mandated focus on health and safety.

Whether you’re improving your existing service or introducing it as new, click-and-collect is a smart addition to every retailer’s fulfilment toolkit as consumers move online and demand contact-less fulfilment options.

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Click-and-collect lets you continue selling and getting your in-store goods into consumers hands, and it takes the pressure off warehouse deliveries. 

In the current environment, click-and-collect can also help ensure staff safety because you can set things up to be contactless. 

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Here are our top three things to consider if you’re thinking about implementing click-and-collect:  

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1. Business process and social distancing

To optimise physical distance between your team and customers, set up an alert and collection system. For instance, when an order is ready, contact the customer with a specific time to collect - a good platform will enable you to automate this process. And set up a designated safe zone where customers can wait for store staff to bring their purchases to them with minimal contact. 

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2. Keep a check on service levels

Choose a unified commerce platform so you have a click-and-collect dashboard that updates in real time and can be monitored from anywhere, including while your sales manager is working from home. It should provide an all-of-business view of sales and fulfilment and automatically alert the right people when a sale may not be able to be fulfilled. So you can tell customers right away, arrange for stock to be transferred from another store, or offer delivery instead. 

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3. Make it consistent and easy across all channels

There’s so much changing for retail reps right now, including different processes that are mandated by retailers and by the government. Keeping the in-store process consistent and easy will reduce stress and errors.

In Infinity, orders from any channel are processed in the same simple way by your in-store team – whether the sale is made through your call centre, a mobile app or your ecommerce site. One consistent process saves time, reduces errors and frees your team up to focus on your customer rather than the transaction.

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I’d be happy to discuss click-and-collect in more detail and answer any questions you have about getting it up and running. Contact me here or through LinkedIn.

Keep a record of store visitors with Infinity Check In

We have restarted Infinity Check In, our free, contactless visitor register for retailers.

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Infinity Check In lets customers scan a QR code or give their details to store staff, so that you can keep a record of who has visited your stores or sites.

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First developed in April as a tool for contactless store visits, we closed it in June when retailers weren’t required to keep customer records for contact tracing.

The New Zealand Government now requires all businesses to display a NZ COVID Tracer QR code at each location. They also ask retailers to keep a contact tracing register at their sites for people who cannot use the NZ COVID Tracer app.

In Australia, some States and Territories require businesses to collect information about customers and visitors to their premises.

As a result, some of our clients asked us to restart Infinity Check In. We’re pleased to offer it again for any retailer that might want to offer an additional level of reassurance for customers and employees.

You can start using it here or talk to us for more information.

If you’re thinking of introducing a click-and-collect service to customers, here are our top three things to consider. 

Infinity Check In is closing

Because New Zealand and Australian governments aren’t requiring retailers to continue with contact tracing, we’re closing down Infinity Check In on 10 July 2020.

Infinity Check In let customers scan a QR code or give their details to store staff for contactless store visits and information recording. 

We thank everyone who used Check In and hope you found it valuable. If there’s a need for contact tracing in the future, we may start it up and let you know it’s available once again.

Triquestra’s operations during New Zealand’s Alert Level 2

With the move to Alert Level 2 across New Zealand, our office reopened on Monday 18 May.

• Our people are working both on-site in our office and from home, serving our clients remotely.

• Our updated health and safety policies include limiting the number of people on-site at any one time, implementing strict hygiene practices and contact tracing for everyone.

• While business air travel remains suspended during Level 2, our people can now attend external meetings if they feel comfortable to do so, and you are welcome to visit our office. We’ll continue to make the most of videoconferencing platforms to meet and collaborate with you, and all Triquestra meetings will include the option to join remotely.

• We’ll re-evaluate our approach when the Government reviews Alert Level 2 on Monday 25 May.

• We’ll continue to keep you updated on our operations and ways we are helping retailers create new omnichannel experiences that meet the emerging needs of customers.

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Thanks again for your continued support and collaboration. We look forward to seeing some of you in the not-too-distant future!

Infinity helps Liquorland get click-and-collect ready for lockdown in less than a week

At the beginning of New Zealand’s COVID-19 Level 4 lockdown, liquor stores closed because they weren’t deemed an essential service right away. That didn’t stop the Liquorland and Triquestra teams from working together immediately to get a tuned up click-and-collect service ready for reopening in Level 3.

Brett O’Hanlon, Liquorland’s Finance and IT Manager says, “We had new click-and-collect functionality built, tested and running within a week to make sure that everything would be as efficient and contactless as possible for store staff and customers.”

Infinity’s flexibility and the collaborative effort has resulted in a click-and-collect process that’s delighting franchisees and customers alike. And the quick action has transformed click-and-collect from the smallest Liquorland ‘store’ to helping run the turnover of around 129 stores.  

Update on Triquestra’s operations during NZ's alert level 3 and how we can help

Our team will continue to work from home during Alert Level 3 in New Zealand. 

Our support and escalation processes remain unchanged. Our team will meet and collaborate with you using video conferencing, phone calls and the usual workplace productivity tools. 

We’ll review this decision when Alert Level 3 is re-evaluated on 11 May.

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Getting ready for the new normal

We’re committed to doing everything we can to support and help our clients and partners adapt their businesses for this changing environment. Over the past few weeks, we’ve seen a sharp migration to digital channels and a new focus on contactless retail.  

To help our clients prepare for possible contact tracing requirements, we’ve developed a new contactless ‘check in’ tool. It’s free to use and lets them track who has visited stores in case this becomes a requirement of the government. Currently available for Australian and New Zealand retailers, data is stored securely in the cloud. Read the blog post or or talk to us for more information.

We’re helping clients boost their ecommerce capability and meet rising demand for contactless fulfilment options like click-and-collect, store-to-door and kerbside pickup.  (Here are the top three things for retailers to consider when thinking of introducing or improving a click-and-collect service.)

We’ll continue to keep you updated on our operations as the situation changes and new ways we’re helping retailers accelerate their ability to meet the emerging needs of future customers.

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Stay safe, and thank you for your continued support and collaboration.

Be prepared for contact tracing with new store check in site

To help keep people safe as we move towards fewer out-of-home restrictions, we’ve built a simple, contactless store check in website for you to keep a record of who has visited your store.

It’s easy:

• Register store locations within the Infinity Check In website

• Download an A4 poster to print and display.

• When a customer arrives, they use their phone to scan the QR code, or enter the store’s ID and their contact details at the web address on the poster. Or staff can enter the customer’s information on a phone or tablet.

You’ll own the Infinity Check In data which will be stored securely in the cloud.

And if Infinity Check In proves to be useful, we’ll develop it further. We’d love your feedback.

Here’s the link to Infinity Check In so you can start using it: checkin.infinityrms.com.

Please contact us with any questions or feedback.

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If you’re thinking of introducing a click-and-collect service to customers, here are our top three things to consider. 

Triquestra’s COVID-19 response: Keeping our people safe and supporting our clients

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As the global COVID-19 pandemic evolves, I wanted to share with you some important information about the steps we are taking.

Our highest priority is the health and safety of our people, customers and partners.

We are acting to support the global effort to contain the spread of the virus and ensure that any disruption to our service is minimised.

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Support for our people, customers and partners

• We are ensuring that our team and visitors are supported with clear health and hygiene policies designed to keep our workplace safe, including no handshakes, social distancing and regular washing of hands.

• We have provided our team with information to help prevent the spread of the virus, as well as the actions they should take if they are ill or demonstrate the symptoms of COVID-19.

• All international and domestic business air travel is suspended.

• As per the government regulation, self-isolation is required for any of our people following international air travel.

• Any of our people returning from personal domestic air travel must work from home for 14 days, with secure remote working options in place. We have strongly encouraged people to postpone all non-essential personal travel.

• All Triquestra meetings will include the option to join remotely. Our people can attend external meetings if they feel comfortable to do so, and you are welcome to visit our office – please contact us in advance so we can advise you on our policy for this.

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Open for business

As a digital business, supporting international customers and using great collaboration tools, we’re already well prepared for remote working and minimising any disruption to our service if a nationwide or partial lockdown is required. Our support and escalation processes are unchanged.

Our Leadership Team and specially established Response Team are actively monitoring the status of the pandemic to ensure that our business continuity plans continue to deliver uninterrupted services and support.

• We have reviewed and updated our business continuity plan for the risks specific to this pandemic.

• We are initiating a communications plan to keep our people, customers and partners informed.

• We have reviewed, updated and published COVID-19 response policies for key business functions such as health and wellbeing, travel, remote working, flexible hours, meetings and leave.

• Remote working has been rolled out to every employee. We are running trials to test the effectiveness of remote working at scale and have given all our people the option of working from home.  

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Further updates

We are absolutely committed to doing everything we possibly can to help minimise the impact of this crisis on our people, customers and partners.

We are continuously and closely monitoring the guidance from the New Zealand and Australian Governments and Ministries of Health, and I will continue to share information as updates become available.

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Stay safe, and thank you for your continued support and collaboration.

Kelly Brown

Chief Executive