North London Hospice's Onboarding Success | Wil-U

Deciding to switch from one charity retail system to another can be daunting. Finding a supplier who ensures a smooth and efficient onboarding process is crucial to success.

When North London Hospice approached Wil-U to implement our Retail Gift Aid and EPOS systems across their 17 shops, they faced several key challenges:

• Internet and Technology Issues: Frequent connectivity problems caused tills to freeze or go into emergency mode. Outdated technology made credit card transactions slow and unreliable.
• Inefficiency and Lack of Integration: The till and credit card machines were disconnected, leading to failed transactions, long wait times, and frustration for customers and volunteers.
  

Understanding Customer Goals for a Smooth Transition

A crucial element of any onboarding process is understanding what the customer wants to achieve and adapting to their needs. Ilona Fogel, Head of Service Delivery at Wil-U, explains: “We work with the customer to understand their vision and plan our delivery to support that. We are flexible in our approach to meet our customers’ needs.”

To ensure a smooth transition, Wil-U followed a hands-on, personalised onboarding process:

• Initial Consultation: The process began with an introductory call to go through the basics and understand North London Hospice’s specific requirements.
• In-Person Training: North London Hospice visited Wil-U’s office for a thorough onboarding and training session, providing hands-on experience with the system.
• Regular Progress Meetings: Every two weeks, both teams held meetings to review the project’s progress, address any concerns, and refine implementation plans.
• Collaborative Project Management: North London Hospice shared their vision, and Wil-U worked alongside them to create a tailored implementation strategy, ensuring the new system met all their operational needs.

This collaborative project management meant that all 17 shops would eventually go live in one day.

A Well-Received Onboarding

Feedback highlighted that the help desk team was responsive, ensuring that any issues were promptly addressed. The training was thorough and hands-on, giving staff confidence in using the system before going live. Samantha Bannerman-Williams, North London Hospice’s Retail Admin Assistant, shared: “The process was clear and straightforward, with clarity of instructions and a responsive support team which has made this process a lot easier than anticipated.”

However, with a project of this scale—rolling out charity retail and Gift Aid systems to 17 shops in a single day—challenges were inevitable. Some key obstacles included:

• IT Wiring Issues: Some IT setups were not prepared in advance, causing minor delays during implementation.
• Lack of Awareness of System Requirements: While onboarding was smooth, a few team members suggested clearer pre-installation guidance to ensure better preparation.
• Ongoing Learning Needs: While confident with the system, some users needed further support post-launch to refine their understanding.

The Power of Collaboration

By maintaining open lines of communication and working as a unified team, North London Hospice and Wil-U tackled challenges head-on, ensuring a seamless and efficient roll-out.

This experience underscores the importance of having a trusted retail system supplier who not only provides useful charity retail technology but also offers support and tailored solutions that meet specific operational needs. Wil-U’s dedication to understanding their clients’ goals and delivering personalised service made all the difference in ensuring North London Hospice could streamline its charity retail operations with minimal disruption.

If, like North London Hospice, you’re considering upgrading your charity retail system and want a partner who will guide you every step of the way, get in touch with Wil-U today to explore how we can support your transition.