Empowering SMEs: Transforming F&B and Retail industries through digital innovation
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Providing exceptional customer service is essential for survival in the competitive food and beverage (F&B) and retail industries. With the help of technology, small and medium-sized enterprises (SMEs) can enhance their products and improve operational efficiency. Cyberport’s Digital Transformation Support Pilot Programme (DTSPP) enables and facilitates SMEs looking to embark on their digital transformation journey. The pilot programme offers funding support to eligible SMEs, covering up to 50% of the total project cost or a maximum of HK$50,000, whichever is lower.
Highlighting the advantages of the new POS system, Alex indicated that it features a multilingual interface, saving the efforts for translation among different languages. “With data automatically collected and analysed by the system, identifying the top-selling dishes makes it easier to develop a marketing strategy. With the benefits of digitialisation, we are also studying the feasibility of using QR code ordering, making it convenient for both of our staff and customers.”
When asked whether the new technology would result in reduced staffing, Alex firmly disagreed, emphasising that restaurant operations encompass administrative tasks and customer service. “While technology streamlines administrative processes, it allows our staff to focus more on providing excellent service. Approximately 70% of our customers are locals who may not be familiar with Indian cuisine. By elaborating the dish ingredients and culinary method, we help them better understand our offerings.” Regarding the approval timeline for the DTSPP application, Alex mentioned that the efficiency of the pilot programme was highlighted by Cyberport's speedy approval of their application.
Digital solution provider Roka Service is one of the key companies assisting SMEs with technical upgrades under the pilot programme. Crystal Ngai, Managing Director of Roka Service, expressed the significance of the initiative: “When the DTSPP was launched, we immediately considered that WOODLANDS was an ideal candidate matching with the pilot programme, given their urgent need to enhance their operation. The pilot programme not only enabled them to implement the new system at half the cost but also improve their operational efficiency significantly.”
Suki Shiu, Business Development Manager at Roka Service, said: “Our e-menu POS system is a comprehensive solution designed for both F&B and retail industries. Our POS system supports QR-code ordering and comes with a robust customer relationship management (CRM) functionality. Since the launch of the DTSPP, we have experienced a notable surge in inquiries from SMEs looking for digital transformation to enhancing customer engagement and streamlining their business operations.”
In the past, customers were required to visit the shop in person to select their gowns. But now, they can browse designs online, choose their favourites for fitting and schedule appointments. The whole process has been streamlined. In a groundbreaking move, Mei Ying Fong has secured funding to enhance its digital capabilities. With social media integrated, the shop can now handle inquiries and send customer quotations efficiently with just a click. This technical upgrade also encourages customers to explore the shop’s website for comprehensive, real-time updates on their offerings.
John views the government subsidy as the most crucial incentive for starting their digital transformation journey. He noted that the DTSPP outlines the solutions’ exact fees which is easier for them and the funding support is highly beneficial for SMEs. Additionally, he expressed gratitude for the DTSPP's invaluable assistance in connecting them with solution providers, which is an immense advantage for individuals like him who may not have a strong background in information technology.
Dio Lam from Asta Systems Limited, the solutions provider collaborating with Mei Ying Fong, underscores the significance of an online merge offline (OMO) retail management system that seamlessly integrates online and offline operations. This all-in-one platform eliminates the need for multiple systems by consolidating e-shop management, social media interactions, and customer inquiries into a single, user-friendly interface. “With its intuitive design, businesses can effortlessly manage inventory, process payments and engage with customers, allowing for quicker responses to inquiries.” he stated.