MHouse remains true to its customer-first approach
MAKING the right investment in the current financial climate can be an intimidating prospect.
All it takes is that first bold step and your business could completely change by the end of it. And when it comes to EPOS tech firm MHouse, it has been a very successful investment. The firm has just reported two record breaking quarters for its financial year so far and that drive and ambition isn’t set to slow down any time soon.
Robert Lough, head of growth at MHouse, said: “We’re on track for at least 50% growth for the year from a revenue perspective and we’ve got over 1500 customers now. We just made a few simple tweaks with the business to better understand our customer base and make sure we offer a better service to them.”
It’s clearly been an impressive year for the firm and this follows on from the introduction of its new product suite and tiered pricing offer in Premium and Premium Plus. And this success would not have been possible if it wasn’t for the keen interest MHouse’s customers have taken in the firm, reckons Lough.
He said: “Learning from retailers is our lifeblood. MHouse was created by retailers for retailers and we stick to that even to this day.
“We have a retention rate of over 99% with our customers, but even with those who do choose to leave, we follow up with them and talk to them about why it is they are leaving. We want to learn from them, especially as this industry adapts, it’s important to know where we should be moving to next and get the best insights possible to do that.”
Through this process, MHouse can deliver a tailored offer to best suit a retailer’s store and respond to the current demands in the market.
And it has helped to shape the offer that the firm will bring to its customers moving forward, including the new ‘Head Offce’ web-based cloud tech which will allow retailers greater control of their stores from their mobile phones.
Lough said: “We are piloting our ‘Head Office’ tech with some select stores at the moment and they’re giving us feedback on this as well so we can ensure it’s ready for a wider rollout in the near future.
“We want to make running stores easier for retailers and ‘Head Office’ will do this. Say you have multiple stores to look after across Glasgow, you would be able to run every single one of these stores from the convenience of your mobile phone.”
This customer-first ethos has held MHouse in good stead for some time now and appears to be the key to success for the firm moving forward and ensures that even the latest tech developments from the business will still be ready for retailers to utilise going forward.
It will provide those retailers who are planning to upgrade their tech offer across the store some extra peace of mind for this year, especially in the face of rising costs.
Even with this, Lough says store owners should always look to the outcome and how the right tech could support sales for the store. Lough said: “It’s important for anyone who is thinking about spending that they see it more as an investment in the future. Instead of seeing it as an extra cost for the business now, think on it as what kind of return will I get should I take this next move and invest more into the right tech. It does take a level of ambition and a level of trust in the product, but that’s what business is about – it’s about being ambitious and taking the right risks.”
