problems? not if we can help it more talk back and win an...
TRANSCRIPT
Problems? Not If We Can Help It ... more
Talk Back – and Win an iPhone! ... more
Who’s Who at KWI? ... more
Starbucks' Hummel Joins Zellman Group ... more
Short Cuts – Fast, Helpful Hints ... more
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Helping You Before You Call the Help Desk
Let's face it, no one likes to call the Help Desk. We don't take it personally, because calling the Help Desk means that there's a question or a problem, and no one likes problems — especially those that can be avoided.
That's why at KWI we are making the following changes that alert us to problems before they have a chance to impact your business.
�● Every day, updates made to articles in the KWI Back Office system are later echoed down to the POS systems. To enhance the reliability and usability of this service, KWI has developed a new and improved utility for generating POS data files. This utility, which is in the process of being deployed for all Java/Coalition clients, will enable the Help Desk to react quickly, accurately and independently to any instances of missing PLU data.
�● In conjunction with the deployment of our new POS data file generator, a process is being implemented to notify KWI about POS download processing failures. If an update to a POS system did not process successfully, KWI will be automatically notified so the troubleshooting and remediation can begin right away.
�● Whenever POS data is uploaded to KWI Back Office without the necessary new-customer information corresponding to sales, the result is 'unknowns'. To combat this troublesome scenario, we have enhanced our polling utility to improve our ability to detect and respond to customer file failures.
�● In the past, software updates, power interruptions or other events could cause POS systems to reboot. Until now, this removed the "Polling Successful" message, resulting in calls to our Help Desk inquiring about a store's polling status. Over the course of the next few weeks, we will incorporate changes so that this message will be reinstated after a reboot.
�● We are happy to see that the incidence of polling failures has been decreasing over time. This month, KWI will take another big chunk out of the remaining polling failures for internet-connected stores. A change to the End-of-Day scripts will improve database management, allowing even more
stores to poll without incident.
At KWI, we will continue to find and address store issues to keep Help Desk calls to a minimum. Although we are always happy to hear from you, we don't like problems either.
For more information regarding the help desk, please contact Jean Nelson, Chief Support Officer, at: [email protected] or (516) 621-2400, ext. 313.
Reader Survey – Your Opinion Counts!
Dear FOCUS Reader,
In our quest for continuous improvement, we’d appreciate your feedback on our newsletter. Our goal is to make it as interesting and useful for you as possible. So please take a moment to tell us what works for you in FOCUS, and what doesn’t, so we can continue to make it a valuable customer service tool.
As thanks for your time, when you complete this survey and hit submit, you’ll be automatically entered into a random drawing to win an iPhone! (To be eligible please answer all questions.)
Many thanks for your participation, from the team at KWI
Please rate the effectiveness of the following subjects on a scale of 1 to 5, with 1 being the Lowest and 5 being the Highest. 1 2 3 4 5 Newsletter Format
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1 2 3 4 5 Newsletter ContentNew Client Profiles
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Meet the Loss Prevention Analytics Team!
The Zellman Group's LP Analytics Team follows best practices to implement physical security, perform data analysis/investigations, and help prevent
employee fraud. Name: Michelle Cabrita, CFI
Position: Manager of Analytics
Joined the KWI team: March 2008
Credentials: Prior to joining the Zellman team, I worked at Polo Ralph Lauren for 9 years, where I held various positions from Customer Service Manager for the Madison
Avenue flagship store to Corporate Investigator to District Loss Prevention Manager for Connecticut & New York. In December 2007, I received my CFI (Certified Forensic Interviewer) certification, and I have a degree in Fashion Marketing and Management from Berkeley College.
Most interested in - at work: Developing my team to be the best in the industry.
Most interested in – at play: Traveling
Most memorable experience: Jumping out of a perfectly good plane at 13,000 feet and free-falling. And then your parachute opens and you get to enjoy the view!!
Favorite movie: Top Gun
Favorite book: The Da Vinci Code by Dan Brown
Most prized possession: A gold bracelet given to me by my grandparents
Personal motto: “Don’t wait for tomorrow to do what you can today.”
Name: Jason J. Vega
Position: Senior Analyst
Joined the KWI team: April 2005
Credentials: BA in Criminal Justice, John Jay College of Criminal Justice; Manager of Corporate Investigations at Saks Fifth Avenue
Most interested in - at work: Finding cases at their earliest stages while the damages are still minimal and reviewing data for our new food service clients.
Most interested in – at play: Mixing records and Turntablism, producing music and spending time with my family.
Most memorable experience: My marriage
Favorite movie: Carlito’s Way and Glory
Most prized possession: Bleacher seat from Yankee Stadium from Game 6 of 1996 World Series
Personal motto: “In this world, nothing can be said to be certain, but death and taxes.” --Benjamin Franklin, 1789
Name: Roseanna Schneider
Position: Lost Prevention Analyst
Joined the KWI team: May 2005
Credentials: Court clerk for three years; BBA in Visual Arts from SUNY New Paltz.
Most interested in - at work: Catching dishonest people
Most interested in – at play: Kayaking, painting, hiking, gardening, road trips and music.
Most memorable experience: Driving cross country for the first time.
Favorite movie: Into the Wild, Thelma & Louise, Beaches
Favorite book: Veronika Decides to Die by Paulo Coelho
Most prized possession: My dog
Personal motto: “You don’t stop playing because you get old, you get old because you stop playing.”
Name: Scott Cohen
Position: Loss Prevention Analyst
Joined the KWI team: July 2006
Credentials: 11 years Loss Prevention/Private Investigation experience, including Assistant Loss Prevention Manager, Virgin Megastore’s flagship in Times Square, New York
City, and Loss Prevention supervisor for Virgin’s Long Island location; Suffolk Community College, Criminal Justice program.
Most interested in - at work: Providing our clients thorough, accurate and complete information so that intelligent action can be taken.
Most interested in – at play: Martial arts and spending time with my son.
Most memorable experience: Holding my son for the first time.
Favorite movie: Goodfellas, The Last Samurai
Favorite book: Ninpo: Wisdom for Life by Masaaki Hatsumi
Personal motto: “We can't dwell on yesterday, if we are to live for tomorrow.”
Name: Silvia Calderon
Position: Loss Prevention Analyst
Joined the KWI team: September 2007
Credentials: Loss Prevention Investigation for 2 years at Lord & Taylor; Loss Prevention Detective for Filene’s Basement for 2 years; B.A. in Forensic Psychology from
John Jay College of Criminal Justice.
Most interested in - at work: To enjoy what I do and be productive and successful at it.
Most interested in – at play: To have fun and be in good company.
Most memorable experience: Getting my motorcycle license.
Favorite movie: The Little Mermaid
Favorite book: The Vampire Chronicles by Anne Rice
Personal motto: “Always strive for the best.”
Starbucks' Phil Hummel Joins KWI/The Zellman Group
The Zellman Group, a leader in retail and food service operational support, is pleased to announce the hiring of Phil Hummel as Vice President of Global Food Service Development. In this role, Hummel will be responsible for the growth of Zellman's international food service business.
Hummel was with Starbucks Coffee Co. for 18 years, most recently serving as Director of Asset Protection in charge of domestic and international loss prevention programs. His
13 years' experience in the asset protection field is supplemented with nearly 12 years of directing operations and franchise programs in the retail and quick service restaurant industry. He holds a B.A. in Business Administration from Western Washington University.
"I'm extremely excited to join The Zellman Group," says Hummel. "I look forward to helping grow the business, particularly within the food service industry, which offers many untapped opportunities."
'Record-breaking' attendance for KWI/Zellman at NRF show
One of Hummel's first orders of business was to attend the recent National Retail Federation's annual Loss Prevention Conference & Expo in Orlando, Fla., the nation's leading retail-specific event for Loss Prevention. Also in attendance were 14 key KWI and Zellman executives, including Sam Kliger, CEO of KWI; Stuart Levine, CEO of The Zellman Group, and William Ramos, Director of Investigations.
"We broke all records in attendance with everyone marveling at our new high-tech booth," said Levine. "Under the present tough economic conditions, interest in Loss Prevention by retailers has peaked to preserve profit leakage."
For more information, please contact Stuart Levine at: [email protected] or (516) 625-0006, ext. 412.
This Month’s Short Cuts
Time-saving tips and ideas that are right on the money – from the staff of KWI.
1. CRM Tip of the Month … from Jubin Thomas, CRM Services Manager
Location, Location, Location
Direct marketers always have considered geography as a major metric in Customer Relationship Management. In fact, proximity to the store is one of the major metrics in identifying which customers will respond to marketing
messages. The theory is that if you can find where your BEST customers come from, then you can find where your next BEST customer will be.
So how can you prospect to consumers who are not already your customer?
�● Localize any advertising efforts in the zip codes where you have a high concentration of customers.
�● Develop a program that asks your best customers to refer their friends and neighbors.
�● Begin a new mover program, working with a data provider who has access to new mover information.
�● Work with a third party data provider to attain lists of consumers in the proper zip codes who look, demographically, like your customer. Then market to them.
�● Depending upon your retail format, develop local outreach programs in the top zip codes, to high schools and other non-competing relevant retailers.
�● Be creative in your local marketing efforts.
If you would like to discuss your trade area strategy, please contact KWI-CRM at: [email protected] or (516) 621-2400, ext. 367.
2. LP Tip of the Month … from Kimberly Bloomston, Director of Retail Operations
An Economic Stimulus
With economic concerns looming over the consumer, retailers need to keep their eyes open for POS dishonesty. Loss Prevention investigators are receiving cash admissions with the explanation that money was needed by employees to pay for gas in order to get to and from work, or for food and other daily necessities. It is important for retailers to add focus to this area of opportunity and communicate regularly with their teams.
The Zellman Group has a staff of analysts who utilize Exception Based Reporting software (XBR) to review POS data for suspicious register behavior, suspicious trends and fraudulent transactions. These reviews are completed on a daily basis, with a focus on high-shrink locations, providing thorough communication with clients. Analysts work directly with investigators to provide accurate and detailed information in order to conduct interviews before the problem spreads.
On the retail side, creating an atmosphere of honest behavior is the key, focusing the program on prevention and not gauging the success of the program on termination/prosecution of the employees:
�● Retailers must communicate with their teams, providing insight into Loss Prevention capabilities and the assurance that theft is unacceptable.
�● Managers need to be aware of questionable behavior and always do their best to increase store morale.
With the combination of these efforts, retailers can protect themselves against POS theft and be assured that their Loss Prevention specialist, The Zellman Group, is providing a service especially for them.
For more information, please contact Kimberly Bloomston at: [email protected] or (516) 625-0006, ext. 406. 3. KWI Merchant Services Tip of the Month … from David Drucker and Phyllis Gricco
The Application Process: It Couldn’t Be Easier!
It has been brought to our attention that one of the main reasons retailers do not want to switch their merchant processors is the hassle of the application process.
Although in the past the process had been long and drawn out — providing detailed information of locations, sifting through endless pages of applications and providing confidential financial documents — KWI’s Merchant Services has re-engineered the seemingly never-ending saga of the application and conversion process for its family of clients.
Our goal is to make the process easy and seamless. All we need is 10 minutes on the phone in order to gather some preliminary information, and then we fill out the application for our clients and submit for signature. We request only a voided check for the deposit account and a copy of the Articles of Incorporation. We take care of the rest.
Additionally, we keep our clients abreast of the application status, and when it comes time for conversion, we coordinate a convenient conversion schedule, making the transfer of merchant numbers invisible to the retail location.
For more information regarding The Merchant Services Application/ Conversion Process, and how easy it is, please contact David Drucker, President, KWI Merchant Services, at: [email protected] or (516) 621-2400, ext. 720.