Village Ace Hardware’s three stores offer extensive inventory for contractors and do-it-yourselfers. Their focus on delivering outstanding customer service on every sale has given them a strong foothold in a market often dominated by big box stores. Village Ace is proud of their commitment to their local communities, and those communities have responded with support and loyalty.
“The developers at Paladin are able to take a complex group of steps and simplify it for the end user.”
Village Ace Hardware opened their doors in 1980 and currently operates three successful stores totaling over 27,000 square feet in upstate New York. Their loyal customer base, convenient and accessible location and friendly, professional customer service have been the keys to their success.
Paladin POS was Village Ace’s third point-of-sale system. The first was archaic and expensive. The system was complicated, attempting to provide too many features without performing enough of them well. As owner Joe DiSano describes it, “I was paying a lot and getting very little. I was extremely frustrated.”
The second system offered better pricing but its Ace integration was cumbersome and the customer support was not ideal. DiSano felt like an outsider missing opportunities with Ace Rewards and other Ace marketing offerings. All support requests had to be funneled through a dealer, adding frustration and long wait times. The ordering system didn’t make sense — there seemed to be no rhyme or reason to why certain items were automatically reordered, and suggested order report generation was painfully slow.
When Village Ace looked for a new system, the large up-front fees for technology that could be obsolete in a year just didn’t seem like a logical business move. They needed a solution with a reasonable pricing model to regain ROI sooner while staying current with technology. They wanted better Ace integration without the threat of missing out on Ace’s marketing opportunities. The system had to be simple to operate and understand, with direct access to customer support and a more logical inventory ordering process.
Paladin Enters the Scene
“I see how Paladin saves time and money because every technician can go right to the developers, and that means a lot less frustration for us.”
Village Ace quickly discovered that the developers at Paladin were able to take a complex group of steps and simplify them for the end user. The complicated operations happen in the background so users can work with a clean, usable design.
DiSano also benefitted from the direct accessibility to Paladin’s developers. With his previous system, support requests had to go through a dealer to the company. With Paladin, every support technician has direct access to the development team, resulting in much better (and quicker) solutions.
Instead of feeling like they were missing opportunities with Ace, they found the integration with Ace Rewards and Instant Savings programs to be seamless with Paladin. In addition, Paladin’s ability to “lock in” specific inventory details means they have greater control over what’s changed when Ace hotsheets are processed.
They were also impressed with Paladin’s “kits” feature, where items that are usually purchased together can be combined into a kit. DiSano loves being able to go into any customer’s account and review previous invoices. It’s a feature he finds himself using constantly. Paladin’s suggested order reports are quick and logical.
When DiSano needed a report that Paladin didn’t already offer, he worked directly with the developers to create a custom report. Even though he was charged a fee to offset a portion of Paladin’s development time, he says, “I don’t regret it one bit. I’m happy I did it. I use that report all the time, and it’s fantastic.”
“I can now truthfully recommend my POS system to people and feel really good about it.”
Village Ace has saved time and money while gaining efficiency and productivity. Their Paladin POS system provides them with a number of benefits, including:
- A powerful and customizable yet easy-to-use system
- Direct access to development via technical support
- A reasonable pricing model that offers maximum ROI
- Suggested ordering that is streamlined and makes sense
- Seamless Ace integration, including Ace Rewards and Instant Savings programs
- Custom reports designed for their individual needs
- Interface with Margin Master
- The ability to email invoices and purchase orders directly from the POS system
Thank you, Village Ace, for your customer review of our system! We would love to hear from our customers if they have any comments about their Paladin POS experience. To send us a review, email us at firstname.lastname@example.org.
Picture belongs to Village Ace on their Facebook page.