OPERATIONS

Friendly’s teams with Micros Systems for web ordering and loyalty program

BY Katherine Boccaccio

Columbia, Md. — Micros Systems said Monday that Friendly’s Ice Cream has expanded its partnership with Micros through the addition to its technology solution set of online ordering and a guest loyalty program.

To support its initiative of adding to its customer base and retaining current customers, Friendly’s has elected to deploy Micros webOrdering and Micros iCare Customer Relationship Management solutions.

The implementation of the webOrdering solution allows Friendly’s to increase its sales through new distribution channels such as off-premise ordering. With this new solution, orders placed through the Internet are sent to the Micros POS system and processed as a typical carryout request, ensuring workflow of the restaurant staff remains uninterrupted.

Micros webOrdering is being piloted in four Friendly’s locations with plans for a complete rollout to its corporate-owned locations and many franchise locations by June 2012.

“We sought a reliable and cost-effective product for our online ordering solutions, and found this with Micros webOrdering,” said Richard Del Valle, VP restaurant operations support, Friendly’s Ice Cream.

An additional venture that Friendly’s is launching in July 2012 is the Micros iCare loyalty program. By implementing iCare across its enterprise, Friendly’s will have the tools necessary to build stronger relationships with its customers and gain a better understanding of their preferences and buying patterns. Friendly’s will expand the current email club, Best Friends of Friendly’s, to the Micros iCare technology engine, which seamlessly processes member transactions, supports loyalty program rules, and conducts market segmentation and mailings through a sophisticated email generation algorithm. Program performance results and metrics will then be measured to define low, medium and heavy users, and show when and how customers pursue offers and rewards. The information generated by Micros iCare allows Friendly’s to retain existing patrons and boost visits.

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Nordstrom introduces free shipping on in-store purchases

BY Katherine Boccaccio

Seattle — A report by Bloomberg said that Nordstrom Inc. will introduce an ongoing free shipping program for all purchases made at its department stores starting next week.

The program was unveiled just months after Nordstrom introduced standard free shipping and returns on its online orders. It was the first department store chain to do so.

The retailer best known for exemplary service is also currently testing same-day delivery of all online orders for a flat $10 charge. Nordstrom previously provided free shipping for store purchases of $25 or more, for out-of-stocks, for website orders that totaled $200 or more, and for occasional promotions.

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Former Home Depot chief leaves firearms post

BY Staff Writer

Atlanta — Robert Nardelli, former Home Depot and Chrysler CEO, said Friday he is stepping down from his current post as CEO of firearms maker Freedom Group.

Nardelli held the Freedom Group post for just two months before deciding to depart.

He said in a statement Friday that it was a good time for him to focus on his investment and consulting company, XLR-8 LLC.

Freedom Group said it expects to name a permanent successor for Nardelli soon.

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