Christmas 2017 - is it all online this year?

As we move at an alarming pace towards the busiest of retail seasons, we’re led to believe that this Christmas everyone will be doing all of their shopping online and offshore. The arrival of Amazon down under also casts a shadow over retailers’ Christmas cheer, but will it really dampen shoppers’ ‘shop local’ spirit?

Australia’s overall retail stats show that in September, an anticipated rebound in retail sales failed to materialise. The market had forecast a 0.4 percent uplift from August’s 0.7 per cent fall, but overall sales were flat.


So will Christmas will bring some retail cheer?


Trends over the past few years show online shopping around the Christmas season is increasing - not really a surprise given the ease of shopping from a keyboard and the rise of unified commerce, which puts the customer at the centre of the retail universe. Purchasing online, in-store or a combination of both gives customers options on where and how to shop.

In Australia, the online retail market was reportedly worth $21.65 billion in the 12 months to December 2016, according to the NAB Online Retail Sales Index. This level was equivalent to 7.1% of the bricks-and-mortar sector, which was responsible for 303.2 billion in the year to November 2016. Corresponding figures for 2014 were an online retail market of $16.4 billion, equivalent to 6.8% of traditional spending at physical stores.


Interestingly, during December 2016, shopping online in the domestic market accelerated while international transactions slowed, with close to 81% of online shopping purchases made closer to home.

A time of giving

The time leading up to Christmas gives you the opportunity to show what your brand is all about. Contribute to the spirit of the season by treating your customers to a memorable shopping experience, especially in-store. Consider how you make a visit exciting, memorable and fun.

Remember too, that purchases made in-store often originate from an online interaction, so update your website and social media to make interactions with your brand timely and special.

While there was a cautious start to the last third of 2017, it doesn’t have to signal a lean Christmas for you. Bring your brand’s own festive cheer alive and enjoy the season’s success.


New Infinity Mobile Quotes & Orders App

Personalising your customer’s experience is now even more flexible, with Infinity Mobile Quotes & Orders App.

On the road, at shows or conferences, or instore during peak sales periods, Infinity Mobile Quotes & Orders App allows you to serve your customers efficiently, all from your Android or Apple phone or tablet.

Suitable for your account customers, it makes the most of all sales opportunities, enabling on-the-go quotes and charge-to-account orders in real-time.

As part of the Infinity Unified Commerce platform, transactions take a seamless journey where quotes and orders are available in all channels and in near real time. Quotes are generated, and can be accessed and converted instore, in your call centre, or online. Quick order fulfilment and an immediate response to any queries allow transactions to be completed with superb efficiency.

Imagine searching for products with photos, price, and availability and then creating quotes and charge-to-account orders, completing the transaction by emailing the invoice to your customer – there and then.


Or treating your customer to a truly personalised conversation using the information you’ve accessed through the Infinity Mobile Quotes & Orders App, such as credit and account relationship details, current and previous orders, and loyalty data.

Infinity Mobile Quotes & Orders App also holds each customer’s pricing schemes, so if discounts are in place the benefits will be calculated as the order is processed.

With Infinity Mobile Quotes & Orders App there’s the opportunity to build on your relationship with your account customers and curate details to cater for the specific situation and environment.

If Infinity Mobile Quotes & Orders App isn’t right for you, we can build one specifically for you with the features you need, or your developers can innovate directly on the Infinity platform.

Standing out as Amazon comes in

There’s a lot of talk about ‘Amazon’ making its way down under and disturbing the retail landscape as we know it. As the threat of the global phenomenon towers over local retailers, its entrance also presents opportunity.

It’s a time to define your brand’s point of difference and show your customers exactly what your business is about. Catering to the needs of your local customers and personalising their shopping experience is paramount to increasing sales and creating lasting relationships with your brand within the local environs.

Curating your range

One of Amazon’s huge perks is its ability to stock almost anything and everything in its online store. Yet sifting through the mountains of products online takes time and virtual energy, complicating and delaying purchasing decisions, and often leading to abandoned carts.

  1. Simplifying your product offering both instore and online relieves your customers from being overwhelmed, and enhances their shopping experience.
  2. Make the most of online real estate by ensuring browsing and purchasing of products is streamlined and efficient. Consider visible shopping carts, optional account registration, and instant calculations of taxes and shipping costs to smooth the purchasing path.

Likewise, give customers the best experience possible while browsing in your physical store.

  1. Curate the range of products on display to directly meet the needs of your local clientele, while knowing that the full range is available through your order management system. With a single view of stock across all channels, stock not physically located instore can be ordered for the customer from another store or the warehouse, and available instore for collecting or delivered to their home address.
  2. Shop-able screens and endless aisle also give customers access to shop your entire inventory, while your physical store carries a curated range.

Check out some of our other ideas to make the instore experience smooth and memorable.

Location, location, location

While Amazon’s reach takes it into the homes and businesses of its customers, its physical presence is still lacking.

  1. Take advantage of the location of your physical stores and bring a sense of community to your brand. Entice customers with relevant specials, promotions and events which bring customers to your store and enable them to enjoy the full retail experience.
  2. Customise promotions to your location; what might suit one area may not suit another due to a store’s physical size, customer demographics, or the natural environment where it is situated. Experiment with promotions, and track results through analytics to assess the success of a promotional event.
  3. Determine the unique aspects of your location and celebrate the differences which set it apart.

To make the most of your brand and enhance its point of difference, contact us here for some more suggestions.

Learn how Infinity brings together locations for a leading agribusiness

New in Infinity

Infinity’s latest release is full of updates and enhancements for your unified commerce solution. Find out more below, or

Infinity is a modular platform and you may require additional components or licencing to access some functionality.



Split Shipment

Dynamically fill orders from the most optimal source.


Ship from store

Expand your inventory accessibility. Same day delivery across entire network, store to door, Kiosk and endless aisle.



Accounts payable in clusters

Manage supplier invoices, invoice matching, and payments for clusters of stores at head office.

Item master management


Add items, remove items, and forward date price changes for items and branches ranged in a cluster.

Rules Based Pricing


Global exclusion rules

Create global exclusion rules to ensure specific items are never discounted, no matter what rules are created. This is ideal for items such as gift cards with a specific value.


Prioritising product sets

Prioritise product sets to assist in speeding up POS when an item qualifies for many product sets.



Schedule tasks

Schedule a task to perform the overnight clean-up and batch update processing using the hidden automated mode in the Infinity start-up mechanism. These tasks are then completed prior to the beginning of the business day.


Branch creation

Clone the configuration and products of an existing branch, and copy to a newly created store to speed up setup.



Infinity is now deployed with MSSQL 2014 SP2 and uses .NET 4.6 Framework



Branch specific import & export

Import item updates for multiple branches from a single spreadsheet with the branch specific import & export function.



Infinity epay integration

Experience new and faster workflows at POS when selling epay products and redeeming epay gift cards.


circle-icon-release-schema.png standards

Receive structured data on webpages to support machine-based indexing such as SEO search bots with standards.


Microsoft Azure CDN

Experience optimised content delivery using the Microsoft Azure CDN platform.

Transaction reports


Supplier claims report

Track credit claims against a supplier.


Rules Based Pricing effectiveness report

Identify items purchased in a promotion, and items in a promotion which did not sell as part of the promotion.


Sales and net profit report

Combine sales, stock loss and shrinkage to provide an adjusted profit report.


Pick date ranges in Crystal reports

Select this month, last month and trading* days using the date range pickers within Crystal reports.

*Trading days requires the trading day cash management module.



Mobile applications for dashboards

Access published dashboards via dedicated mobile applications for android and iOS to swipe, drill and tap through the dashboard data.

Dashboards and storyboards 

Control the data staff see by building dashboards and storyboards in SDM, enabling them to view and explore data within their areas of influence without being distracted by areas which are off limits.

Meet the Team: Joanna Welch, Channel and Account Manager

Joanna Welch.jpg

Hi, I'm Joanna.

We may have already met, spoken on the phone or corresponded with by email across the ten years I have worked at Triquestra and if we haven't yet, I'm sure we will in the near future.

I've worked in various capacities from sales support, accounts and administration to services delivery management. Amongst it all I've had a few extra kiddies along the journey, just to keep myself busy and to make my life more challenging and of course fun. 

For the last two years I've been working part time but return to full time employment as Channel and Account Manager this month.  I bring to the role my ten years of experience working throughout the business, my in-depth understanding of the software process and knowledge of retail technology; but also my charm, bubbly enthusiasm and sense of humour.

As you can imagine life as a working mother with three children aged 17, 8 and 4 can be mayhem particularly in the mornings.  To maintain my bubbly enthusiasm and calm persona I've become a Les Mills group fitness junkie. My love of fitness germinating here at Triquestra, but that's another blog entry I'm sure, so watch this space. 

I look forward to working with our channel team across the globe supporting successful outcomes. Similarly for the customers that I'll be directly engaged with, you'll be hearing from me soon. 

Z benefits from Triquestra and ECL Group partnership

Triquestra and ECL Group are joining forces to support companies seeking continuous innovation of the customer experience.

ECL logo jpg 2015.jpg

The newly-formed partnership enables ECL Group to provide their clients with a fully-integrated deployment and first level support across Australia and New Zealand.

Z Energy is the first company to benefit from the Triquestra and ECL Group partnership. With ECL Group as its technology install and support partner, Z have completed the rollout of Triquestra’s Infinity retail management system to its 200 Z branded retail sites across New Zealand.


Infinity gives Z the ability to manage its 60 million transactions annually across 360 point of sale lanes more effectively, working with front-line staff to make serving customers even easier.

Z Site Systems Manager, Vance Anderson, said ECL Group and Triquestra developed an upgrade process which minimised site downtime, in many cases to less than one hour.

“For a technology replacement project of this scale and complexity, the upgrade has been incredibly smooth,” he said. “Our site staff love the new system, particularly the speed with which they were able to hit the ground running with using the POS.”

Integral to the success of the Z rollout was Triquestra’s training of ECL Group technicians as Infinity Certified Engineers. Trainees included 5 field engineers and 13 helpdesk staff, with one team member achieving a 100% pass mark, the first ever to do so. In addition, 5 level 2 helpdesk operators and 3 field technicians received inhouse training to Subject Matter Expert level, and delivered inhouse training to all field staff.

ECL Group General Manager, Andrew Pearce, said the partnership with Triquestra offers a collaborative and outcome-focused approach for clients, with well-planned and executed services as demonstrated by the success of the Z rollout.

Z continue to be impressed by the high level of software quality of Infinity, said Vance, both in terms of the core product and customisations, and are looking forward to working with Triquestra on an exciting roadmap of future initiatives.

Contact us to find out more about how Infinity and ECL Group could help your business, and learn more about ECL Group

From omnichannel to unified commerce: a platform for lasting customer relationships

The world of retail is changing and fast.

For some time, people have had a lot of different ways to buy. They can still go into a physical store but can also choose to shop via their laptop, phone, a customer service or mobilesales rep, kiosk or shoppable screen, mail order, or even social media.

Retail is now a concept where different people use different combinations to research, order, pay for and pick up their products. Because they have more choice than ever, if one channel or retailer doesn’t work they move on without a second thought.

Almost universally, retailers have been working on integrating channels to provide the experience their customers expect.  Accurate inventory online, the ability to collect or return online purchases in store, and the consistent collection of loyalty program points are all important features.

Omnichannel but how effective?


However, many retailers still struggle to execute efficiently.  Legacy technology in retail businesses is often built up and connected over many years.  It becomes inefficient and creates complex dependencies over time. Interoperability with new technology can be difficult, expensive and slow. As a result, many seemingly omnichannel experiences are being held together with manual processes and complex integrations. Boston Retail Partners recently reported that while retailers are offering omnichannel services, there’s a huge number or processes needing improvement.

True customer centricity

And now consumers are upping the retail game again. With ever-increasing choice and technology becoming even more personal and mobile, consumer expectation is higher than ever. Great price, service, loyalty points and a consistent experience in whatever channels they choose are no longer enough to keep them coming back. A consumer’s experience needs to be one that makes them feel recognised and valued. 

A serious and urgent movement towards creating one-to-one relationships with customers is gathering momentum. This used to be how business was done in physical communities, so it’s familiar but with some new challenges for executing in the digital world.  In-store beacons detect when a customer enters the store and trigger a VIP discount to their phone. Products relevant to recent purchases projected to a screen they pass. A store associate equipped with information not only about that customer’s past purchases, but those of their family as well as details of their online wish list.  These are just the beginning.  As the pace of innovation marches on relentlessly and consumer technology moves from the desktop to the person (think smart watches, fitbits and fridges that re-order when supply runs low), the future looks more mobile, more personal.

Infinity as a platform

Customer loyalty and faster innovation

Resolving the issues inherent with traditional channel integration, enabling one-to-one customer relationships and preparing for the increasingly personal and mobile future of retail requires a platform, rather than product, approach.   

The Infinity unified commerce platform differs from a traditional retail management system in that it offers a single source of data, real time inventory and customer information that acts as a hub for any customer touch point.  It’s open to enable more flexible connection of channels and applications that are faster to develop and deploy. 


Order orchestration and flexible fulfillment is a reality with real time information and automated execution.  And having transitioned from a product, it comes with 20 years of core functionality and a modern roadmap.

The benefits are many:

  • Better information for decision making
  • Consistency across channels
  • Personalised customer experience
  • Optimised supply chain and fulfilment options
  • Efficient processes and less manual overhead
  • Faster innovation as the world continues to change

Don’t take my word for it

Cue Clothing is a great example of a leading retailer automating the omnichannel experience and offering choice for customers while optimising inventory and fulfilment costs using Infinity. 




Introducing branch clusters

Branch clusters now have even more flexibility, giving businesses greater control over how they maintain and report data.

The branch cluster functionality enables companies to define clusters and to group their branches according to their business structure.

The use of clusters is a solution for companies with:  

  • multiple brands or business units
  • franchise or multi-ownership structure
  • decentralised regional control

Clusters are set up to group organisations into separate regions, with one or more sub regions. In the configuration, there is no limitation to the number of (sub-)clusters which can be defined.

Permissions and security

The introduction of clusters comes with a new layer of permissions. HOS users can be assigned to clusters, allowing them to access and review configuration and data limited to that cluster.

In the example where an organisation has one person managing multiple branches or franchises, permissions can be set so they only have access to their own cluster’s data.

This guarantees sensitive information is not shared with other parts of the business.

Item maintenance

A big advantage of clusters is that companies can have one Head Office facilitating their master item control, but also let clusters maintain their own items.

Items can be owned at cluster level, which means that these items will only be available for the stores that belong to that cluster and won’t be exposed to the other stores. This limits the number of items available for stores and prevents the mix up of irrelevant items across the business.

The decentralized item maintenance is very valuable for organisations with multiple brands, or differences in the product catalogue between regions. Items can exist at the master level and will be available for all stores, while other items exist at cluster level and will only be available for that particular cluster.


Another feature which comes with the subdivision of the organisation into clusters is the ability to report on any inventory, sales or financial data specific to that cluster.

A cluster manager or accountant can conduct sales and financial reporting at the cluster level, instead of running the reports per branch. Performance comparisons are easily made between branches and any discrepancies are quickly discovered.


Cluster owners now have the flexibility to run and maintain promotions for their own cluster. Promotions can be set up at master level and apply to the whole organisation, or each cluster can set up promotions which apply only to their clusters and sub-clusters.   

This function is useful for targeted promotions, or for stores wanting to run local promotions.

Interested in how branch clusters could work for your business?

Case Study: Infinity is right on Cue for unified commerce

After conquering women’s fashion for over 48 years in Australia, iconic family-owned retailer Cue is embracing cutting-edge technology designed to enhance the shopping experience for its customers.

As the largest local manufacturer of women’s fashion in Australia, Cue’s innovative, youthful and forward designs are the reason why the brand has been voted as ‘Best Australian Fashion Brand’ in the Prix de marie claire awards 4 out of 5 times.

Along with its premium and modern designs that keep Cue at the forefront of fashion in Australia, is the innovative and technological solutions that have been introduced to its loyal customer base.

In November 2016, Cue introduced the Infinity omnichannel solution, a new technology designed to improve the shopping experience for both the customer and retail team.

When Cue added Click & Collect to its omnichannel repertoire, its introduction followed an extensive review of solutions already available in the marketplace. In this instance, it wasn’t the preference to be first to market with the Click & Collect solution, says Shane Lenton, Cue Chief Information Officer.

“We took the approach of being a fast follower for Click & Collect to ensure we delivered a comprehensive solution for both our customers and retail team.”

The needs of Cue were specific, with Infinity delivering a core retail management system, providing a centralised hub for all channels. The solution offers Cue flexibility to expand and cater for change, while seamlessly integrating online and offline experiences for customers.


Split orders

To manage split orders through the online store, Cue needed to offer a single checkout option to the customer, regardless of how they shop.

With many solutions currently in the market, the customer has to checkout for each of the three different fulfilment channels. However, with Infinity, just a single checkout is required.

“A customer shopping on the website may want three items,” explains Shane. “Item one is to be delivered the same day.  Item two is available for collection at the customer’s local Cue store. And item three is unavailable at the customers local store, but is available within the store network so can be delivered to any store location for the customer to collect.”

Real time inventory management

Another key component of the Infinity solution is the ability to provide real time inventory management across the entire business, both online and instore.

“The real time stock visibility allows us to facilitate same day fulfilment from store utilising real time inventory without any buffers,” says Shane. “When researching Click & Collect solutions at the outset, we found instances where retailers didn’t have a great view of their inventory in real-time at store level.  This would result in their Click & Collect orders being filled from a warehouse and sent to each store, increasing cost and time. With Infinity, depending on whether the customer wants to collect from their preferred store or have the items delivered, we can provide a seamless experience for the customer.  In most cases, for orders to be collected from a store, the customers are notified within half an hour that their purchase is ready for collection.”
We’ve changed the way our customers shop,” says Shane. “When our customers visit our website, their country and local store is automatically detected providing a localised shopping experience. The product details page shows the customer stock availability in real time at their local store. While they can override this and choose to shop broader than their local store, often it’s very much a one-to-one relationship between the store and the products the customer is viewing on the website.”

Real time inventory management not only benefits Cue customers, but also has a substantial advantage for its team.

“Presenting real time information to the customer allows them to make an informed decision on how they want to make their purchase, and how they want to receive their items,” says Shane.


Being able to manage the Click & Collect process at both head office and store level was another key differentiator for the Cue team.

“Our research told us that there were two very important factors for the success of Click & Collect.  Firstly, we were aware of the benefits of getting stores to really embrace the opportunity for the sale.  Secondly, the ability to manage the end to end process effectively by providing the visibility and tools to monitor and manage the process at Head Office, ensuring the best outcome for the customer, was really important to us,” says Shane.

With the Infinity Click & Collect Dashboard, a team member at Head Office overseas the customer order. At each step of the process, service level agreements (SLAs) are set, with onscreen, email and SMS alerts for issues and exceptions.

When an order is received via Click & Collect, it must be acknowledged by the store within a designated time period. The order is then picked, again within a set amount of time, and then marked as packed and ready for collection, with the customer receiving notification their order is ready for collection. The system is fully automated, with Head Office notified of any breaches of the SLAs set for each step of the way through the Dashboard.

To ensure the customer receives a seamless experience, in the event an item cannot be filled by the store, the order bounces back to Head Office, where the team member is able to see the exception on the Dashboard.

Head Office reaches out to the customer to give them the options available for their order, then is able to reassign the order to another store for collection or delivery (depending on the customer’s preference) via the Dashboard.

We’ve automated the entire process and put the controls and alerts in place to ensure ultimately the best outcome for the customer,” explains Shane. “It also gives the stores a clear understanding of what is required of them, and in what period of time. There are no unknowns or ‘I’ll get to it when I can’; it’s a very tight process.”
“Essentially we are very customer focused and we can do all of this within the dashboard itself; we are not having to go to different systems. It’s about having tight processes and being efficient, working with the customer to make sure we provide the best outcome for them.”

Cue also introduced a function to acknowledge the source of a sale.

“The store and the individual filling the order is rewarded with the sale, so there is the absolute incentive for our instore teams to action orders as soon as they are received.” says Shane. “By having the ability to do this, we have also eliminated any channel conflict.”

What’s in store for the future?

There are several exciting additions to the omnichannel repertoire currently in the pipeline. Cue and Triquestra are working together to bring endless aisle and store to door to their customers as part of the Infinity omnichannel solution.

“A customer could be trying a dress on in store, and find it’s not available in the size they require.” says Shane. “Instead of waiting for the correct item to be transferred to the store or travelling to another store, the customer can secure the item then and there, and choose to either use Click & Collect or have the item delivered to them, including same day, if geography permits”

In addition to the endless aisle solution for instore customers, Cue is also working on shop-able screens.  Customers will be able to shop instore on a touchscreen and either collect their chosen item or have their purchase delivered. This method of shopping has the added benefit of providing customers with a holistic digital view with the ability to buy every single product available across the entire business, both online and in store.  They can browse and purchase in their own time or choose to work with a Cue team member, who can assist with their expertise and knowledge.

Cue’s entrepreneurial spirit and ability to deliver the latest trends in tandem with international catwalks, is what keeps customers coming back for more.

“Our business model and the way we operate, involves a lot of short runs,” says Shane. “We are quick to provide customers with the latest fashion from the design floor to the shop floor in a matter of weeks.”
“Our customers are now able to secure items by viewing them online, in addition to the option of selecting items that are available across our network of shops.”
 “Previously, we only focused on offering inventory and stock available from our website, whereas now we have opened it up to our entire inventory across our whole business - it’s a great benefit for both our customers and business as a whole.”

With 40% of online orders going via Click & Collect, the customer response has exceeded expectations.

“The increase in orders and uptake of Click & Collect by our customers, really speaks for itself,” 

“The response has been amazing!”

How do customers experience your brand?

When was the last time you spent a day in your customers’ shoes, looking at your brand through their eyes?


While ‘customer experience’ or CEx itself is not a new concept, there is an increasing push towards taking a more detailed and comprehensive look at how the interactions between a customer and a brand are shaping business.

Customers are shopping differently, with higher expectations from the brands they engage with, Robert Limb, managing director of TRACK says.

He refers to it as a ‘customer revolution’, where measuring customers’ changing behaviours and expectations can be a challenge, especially when those expectations are also influenced by all brands, not just those within a specific category.

The big names – Amazon, Uber, Google, and Netflix – are raising the bar for every brand, everywhere, concedes Robert.

To assist brands with this movement, The NZ Customer Experience Index 2017 was published by TRACK Customer Marketing and Camorra Research, with the goal of establishing a robust customer experience index to benchmark major industry sectors across New Zealand. Over 60 New Zealand service providers in financial services, telecommunications and electricity were examined to rate their performance in creating loyalty with their customer experience.

Customers rated their experience with their provider across three dimensions – efficacy, effort, and emotion. In addition, they rated their provider on the loyalty outcome indicators of likelihood to recommend and likelihood to churn.

The results confirmed a strong correlation between respondents’ experience rating, and their overall rating on loyalty outcomes. This in turn validates the use of customer experience improvement as a customer growth strategy. Overall financial services, including banking, cards, and insurance, performed well, with variable results across broadband, mobile and energy providers.

Across all industries, emotion was the dimension most highly correlated to the likelihood of recommending the service to others.

Recommendations from the Index

  • Measure customer experience directly, adding another dimension to customer research
  • Look outside your own category to benchmark against high-performing brands
  • Examine the relationship between customer experience and loyalty in your industry
  • Look at how emotional drivers impact customer experience, and use this information to improve your customer experience

Impress with efficiency

Businesses managing B2B or complex sales, such as telecommunications, agribusiness, building, plumbing supplies, fuel and furniture, can really enhance the customer experience by efficiently managing transactions.  

Consider these points where efficiency can really make an impact:

  • Ability to charge to account and handle cash payments in one transaction
  • Managing a ‘cash and carry’ purchase in the same transaction as a delivery
  • Being able to handle complex activity where components are brought together at the point of sale
  • Managing customer relationships with a high level of complexity due to different levels of authority
  • Multiple aspects of pricing across retail, contract, promotional, customer-specific and rules-based.
  • Ordering and quoting by channel

Interested in learning how Infinity can improve your customer experience? Ask us here

Visit here to download a copy of the NZ Customer Experience Index 2017.