by Cornelius J. Hannon

Lance Sprague's fingers really do much of his walking since Dryden Agway in Dryden, NY, installed Catapult, ECR Software's retail-oriented, user-friendly, point-of-sale system that brings the warehouse behind the store to the checkout counter. Now Sprague can answer inventory questions from right where he stands, whether the person asking is on the other side of the cash register or at home on the phone thumbing through the yellow pages.

Not that Agway's assistant manager has turned in his work boots for comfortable slippers. Catapult is such a storewide step saver, though, he probably could. But the hallmark of Agway's business is customer service. So when Sprague is not at the register, he's in the aisles helping customers. Catapult helps with this upfront and personal touch, because of how easy it is to track backroom business.

Removing the Complexity from Inventory Control

"Being able to automatically bring up inventory on the screen, rather than walking through the warehouse shuffling stock, is a major improvement in customer service," Sprague says. "If a contractor calls in a panic from a job site, for instance, I can tell him immediately if we have the product he needs. That doesn't just save time, it probably saves a sale and could mean a customer for life." Anyone who has walked through a lumberyard looking for a specific cut of wood in stock can appreciate the computerized system's ease, speed, and convenience. But, what can it do for horse lovers?

"We stock at least 50 varieties of feed, including many for horses and ponies," Sprague says. The warehousing task is further complicated, because the basic varieties are subdivided and bagged in differing mix percentages. "Keeping track kept me running. Horse owners are very particular about feed." To put this inventory dilemma into perspective, the feed is in just one corner of the barn. The feed, the lumber, and all the other items in stock here are now just a fingertip away for Sprague and the rest of Agway's staff.

Inventory control is just one feature of the versatile Catapult system, a solution designed to improve business operations for small and midsize retailers. It is the first from the ground up, point-of-sale software specifically written for Microsoft Windows NT, and the system can be tailored to any retail operation. Because Catapult seamlessly interfaces with a most current computer hardware configurations, training time is minimal, so labor savings begins almost immediately.

A Back Office Time Saver

Edie Eaton, Agway's office manager, estimates Catapult cuts almost three days off of her billing procedures during seasonal peaks. "For 15 years every Spring, I would have to duplicate the key process by manually inputting thousands of register receipts into the office computer to prepare statements for our house accounts," she says. "Now it's done automatically at the moment of transaction. I just review it, print the statements and send them out. It frees me up to be an extra person on the floor and for other office tasks."

Unparalleled Adaptability & Expandability

"An important aspect of Catapult is its ability to assist business growth by blending into current company operations," says Peter Richard, a Dumac POS systems specialist. "It enhances a comfortable process, rather than disrupting it. It has a positive effect from the beginning because it's cost efficient, doesn't make existing computer systems obsolete, and frees employees to contribute to other areas of the business."

Richard then pulls out his ace in the hole. "As company growth creates new opportunities, Catapult adapts to supports growth without major equipment upgrades or expenses," he says. "It grows as the business grows, with untapped applications waiting when company progress needs them."

After Dumac completed a needs assessment, Agway management, determined to bring the company into step with today's business environment, reviewed the plan by comparing it to a number of other systems. Edie Eaton, the person most directly affected by the change, did the most intense scrutinizing of Catapult and its competition. In the end she was convinced that Catapult fit the bill for two main reasons. First, it directly interfaced with her familiar QuickBooks program so it would be an easy adjustment in her daily routine. Secondly, Dumac's service was the other dealmaker.

Top Quality Support

"It wasn't just Dumac's history of quick service and support that impressed me," Eaton says. "The fact that Dumac had on-staff ability to solve both software and hardware questions was really important. We get answers with a single call, and that was different from what other companies could provide."

Dumac has made the difference for many businesses because of a company culture that combines cutting-edge technology with razor-sharp technical knowledge. Catapult can be adapted to most retail operations with tailored features that offer simple but accurate transaction input, inventory control, price maintenance, and record keeping - all at a person's fingertips on a customizable, user-friendly touchscreen. And all the while there is a seven-person support staff as close as the phone next to the terminal and ready to travel should the need arise.

Not only does the system take care of business, it helps polish a company's image. "Before, after making the double entries to prepare the statements, I'd stuff the envelopes with the verifying register receipts for each transaction. During busy months that could mean one hundred statements, accounting for hundreds of sales receipts each week. That's a lot of paperwork, not to mention some hefty envelopes, "Eaton says. "Now, we have a more professional presence when the bill is received. It is an inclusive single statement with everything precisely recorded." Catapult also provides individual transaction receipts if required for reference.

Automatic POS Redundancy

Another Catapult feature is the independent operation of each terminal that keeps a company in business when there is trouble across the network. If one terminal goes down, the other terminals in the system continue to function. If the trouble is in the server, the remote terminals function as usual, storing data locally which is automatically transmitted to the server when it is operational again. At Agway, the system's versatility means the checkout counter is never closed. Neither is the office.

"Anything I normally do in the office, I can also do at the counter, so there isn't any down time in my accounting work," says Eaton." That's a real plus for me." The office computer reciprocates, processing point-of-sale business if necessary." Everything is processed - and reviewable in real-time - regardless of where it is being entered. Sprague considers Catapult practically intuitive. "It almost eliminates human error," he says. "It automatically recognizes credit card transactions, for instance, basically refusing to ring a mistake. Reconciling the drawers at the end of the day is incredibly easy with Catapult."

Since Catapult is geared toward better service, Sprague and his co-workers should also find it easier to generate more transactions. The instant option qualities of the touch monitor result in quicker service, eliminating time glitches for items like automatic customer discount packages and tax-exempt status. "Being able to handle customer orders efficiently is a win-win situation, since the customer is happy to get back to work and the company is pleased to move on to new business," he says. "It's a positive experience for all concerned."

Customer feedback and appreciation is not just centered on Agway's quick service. "It's been almost a year since Catapult was installed and people still comment about the image it brings to the business," Sprague says. Increased customer satisfaction was one of the reasons Agway management decided to upgrade their technology. Catapult does that, and brings endless possibilities with a continuous upgrade service through the expansion of the system. The capabilities are almost endless from how the screen can be customized, to what is displayed, right down to the innermost functions the network is asked to perform. It's another win-win situation that Catapult generates.

A Solution to Grow With

Catapult is so packed with technical advantages that it encourages the company's future growth while effortlessly humming along with today's business processes. Catapult is always ready to answer Agway's new demands. Versatility like this should be on top of every counter, not in the back of anyone's mind.

When asked how much the system has helped the business environment, Lance Sprague almost seemed to be reading an applause monitor. "It has meant great improvement in our capability," he says.