A Successful Shift4 Implementation

The Challenge

Badcock Furniture knew they needed to implement a new credit card processing system in all of their 325 stores. They began speaking internally about implementation with Shift4 in the spring of 2016. There were many aspects that had to be considered, such as figuring out the requirements of STORIS and Shift4, as well as for deciding what kind of hardware they wanted to use and what the timeline would be.

The implementation seemed like a challenge given the vast amount of stores across various states. Luis Rivera and his team knew they needed a well-thought-out plan to be firmly in place before taking on the large task.

After going through the initial planning phase, Badcock decided to choose Ingenico hardware. After coming up with a timeline, the company chose November 7, 2016, as the project’s completion date. The next step was to set up a test store to use as a pilot for the implementation. This phase began in early summer. After about a week, the company felt comfortable enough in the test environment that they decided to move to the first pilot location. After reviewing lessons learned from the first pilot store, necessary adjustments to the deployment process were made and documentation was updated. A 5-store extended pilot was implemented before proceeding with a full roll-out. Badcock completed their implementation on September 30th, over a month before their Shift4 Implementation goal date. Below, we highlight the elements that aided in their success.

STORIS is a solution that is able to handle not only our daily retail needs, but the changes we need to make, such as this crucial implementation of credit card processing.” – Luis Rivera

Utilizing the Right Team Members
Badcock made sure the right team of people were on board for their Shift4 Implementation. Luis credited Michelle McGill, the project manager, as being an essential individual throughout the process. Her ability to stick to the timeline and coordinate with all stores
and vendors was instrumental to their success.

They also employed a team of interns to help do the bulk of the work, such as preparing the hardware for shipment and setting up the credit card machines at each location. Over 1,500 credit card devices had to be logged, labeled and shipped to over 320 stores. Summer interns were a major help in completing the job in a timely manner without requiring time spent by regular employees.

Appreciating the Value of Partnership
Badcock had a meeting with members of the STORIS team at our NJ headquarters before tackling this project. They noted that being exposed to technology and being a part of the conversation allowed them to feel more confident in their implementation.

The retailer appreciated STORIS’ constant follow up and checking in to see that the process was going well. Badcock was able to successfully manage most of the project on their own. Still, they value the partnership because it helps their business to be successful and informed about the latest technology.

Creating Valuable Resources 
An important factor of Badcock’s success was documenting the process. After each step in the implementation, they tweaked the documentation they created so it was as accurate as possible. Having this resource allowed the back-office engineers at their Florida headquarters to assist other stores that were implemented in other locations. Having this regimented text allowed each store to be on the same page about the process.

As previously mentioned, the timeline that was created in the early stages of the implementation also helped make the process smooth and successful. It gave the team a goal to stick to and kept everyone on track.

Recognizing the Need for Preparation 
The best piece of advice Luis and the Badcock team can give to other retailers who may be implementing credit card processing is to identify the need for preparation. Without a clear plan, a timeline and the resources needed, they probably would not have been as successful.

Luis noted that taking “baby steps” is crucial because if they had begun the project full force in multiple stores, they would have been more vulnerable to issues. Testing, creating documentation and being patient are all aspects that may seem simple but go a long way.

STORIS was a huge help in preparing for the task we were taking on. The discussions  we had and our exposure to the technology aided in our success.” – Luis Rivera

About Badcock

Badcock Furniture began in 1904 when Henry Stanhope Badcock, an immigrant from England, opened up his first store in Mulberry, FL. The family-owned business was sold to Henry’s son Wogan in 1920. With the introduction of consignment and installment payment options, the company was able to make it through the hard times of the Great Depression. By the late 1960s, the company was expanding to Georgia and by the 1970s, there were over 150 locations. As the decades went on, store counts increased along with revenue. In late 1999, the company revamped itself with a new logo, adding the “& more” tag, fresh colors and interior redesign. Today, Badcock is a 325 store corporation with headquarters in Mulberry, FL. The retail locations span across 8 states. The retailer’s mission is still to provide customers with the products they love along with in-house financing options that allow dreams to become reality.