Swan FRS takes care of the customer, start to finish

In their quest to find the perfect point-of-sale system, some furniture retailers can focus too much on finding a solution that will help generate the next sale.

Pete Morone suggests retailers approach their search from a different perspective. “Sales are only part of the equation,” says Morone. “Retailers sometimes forget about their existing customers and that those customers still need to be serviced after the product is set up in their home.”

Morone says that’s one area where Swan FRS stands out. Swan FRS, a Home Furnishings Association solution partner, is a U.K.-based retail management software provider that made its U.S. debut at High Point Market in April.

A complete solution

Swan FRS (the abbreviation stands for Furniture Retail System) offers retailers a complete retail solution for their furniture store, delivering everything needed to run the business more efficiently throughout the customer’s journey.

Included in that package is constant up-to-date communications with the customer after she has taken delivery of her furniture. “Our software was designed in partnership with furniture retailers so we know what issues come up after the sale,” says Morone, Swan’s national account director. “Things happen and when they do our system records every contact, every message from the consumer so that everyone is on the same page, so to speak. Problems get solved faster and more efficiently, and from a customer experience perspective that makes them more likely to want to do business with you again.”

Special orders? No problem

Swan FRS is particularly powerful with furniture retailers who do a significant amount of special-order business, says Morone. The software allows sales associates to build custom pieces that not only meet the customers’ specific needs – Two or three cushions? Frame? Fabric? Color? Finish? – but also offers built-in pricing as the piece is built to guarantee error-free processing while protecting the retailer’s margin.

Swan FRS’ system is fully integrated to DispatchTrack to optimize delivery operations and customer communication, and to provide real-time visibility. The software can easily be integrated to your manufacturers to let you know the status of an order whenever you or the customer want to know.

Members of the Home Furnishings Association receive half off Swan FRS’ set-up fee. For more information about Swan FRS, contact an HFA membership specialist at 800-422-3778.

Robert Bell is the author of HFA’s Shop Talk blog.

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