January 12, 2010
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News: Home Depot Goes Portable
A new generation of technology has the portable handheld credit card processing machine finding its way into all types of businesses. During this past holiday season a national icon and holiday tradition of bell ringers began using the new handheld credit card machine in hopes of eliminating that all time American excuse that "I don't have any change." The final results of the Kettle program has yet to be announced, but it is sure to have been a success. Home Depot has been paying attention and responding to shoppers needs to speed up paying for their purchases. The home improvement and building supply retailer recently announced that it will be investing in over 10,000 of the portable handheld credit card processing devices during the year 2010. The company says providing the new devices will free up valuable employee time and allow them to restock shelves, make telephone calls, and service customers throughout the store.
The cost of the investment is estimated to run nearly $60 million but Home Depot believes that in the long run, the new credit card payment devices will pay for themselves. Matt Carey, Chief Information Officer for the nation's largest home-improvement retailer, says that employees have been doing business without any updated customer service technology for over a decade. Its number one competitor, Lowe's, has been using the handheld credit card processing devices in their stores since 1995. Home Depot expects the new program will pushed sales up and above Lowe's who has surpassed them in same store sales for nearly a decade. Recent focus on customer service by Home Depot appears to be paying off as same store sales for the past two quarters has outperformed Lowe's.
Home Depot has implemented new customer service policies that include cashiers spending time at the end of their shifts to restock shelves and service the customer rather than counting cash and reconciling credit card logs. That job is now left to the banks. Additionally, the company has eliminated many of the daily store reports freeing up office employees to also work with customers. The handheld devices will also assist employees on answering customer questions in locating merchandise on the sales floor. The company expects each of the stores to receive five of the Motorola devices beginning February 1st.