Northgate turns to TRUNO, Retail Technology Solutions to build a seamless interface from the ISS45 point of sale system onto Answers to decrease check approval wait time and improve customer service.
The Gonzalex Reynoso family founded Northgate Market in 1980. Opening the first store in Anaheim, California, Northgate Market became a corporation in 1986 and now has more than 30 stores throughout Los Angeles, San Diego, and Orange Counties. Northgate Market was the first to receive the California Fresh Works Fund loan which finances grocery business willing to open in areas that lack supermarkets with affordable and healthy food.
Having experiencing growth and success over the years due largely in part to their customer service, Northgate Markets saw a need for a more efficient and timely process to cash checks for their customers.
Northgate Market’s previous check cashing process involved five steps and relied heavily on the management team to review and approve check-cashing requests. Implementing these necessary processes took time – which meant increased customer wait time; a wait time for the customer requesting the check along with all other customers standing in line waiting to be checked out. “Our previous check cashing process created an inconsistent experience for the customer,” said Harrison Lewis, CIO of Northgate Markets. Additionally, employees were often pulled away from value added activities to complete the check cashing process. This resulted in dissatisfied customers and over-extended employees.
“TRUNO was able to fix a problem when other POS providers were having difficulty even grasping the concept.”
-Harrison Lewis, CIO of Northgate Markets
Now that the new interface has been operating in stores for several years, Northgate has realized the success of the new system through an overall improved customer experience. Lewis said that, “The implementation of the interface demonstrated that we value our customer’s time and in turn, they value us. Customer loyalty shows up in your bottom line.” Through the custom developed interface, Northgate is able to continue to meet government regulations and efficiently track the large volume of transactions involved, which ultimately has allowed Northgate to continue to add stores and grow as a company. Harrison Lewis said, “TRUNO is a partnership that continues to adapt and react to meet our needs as we grow into the future.”
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