A Journey from Frustration to Efficiency

• Joyce Gamil
• • November 18, 2024
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An Ekim IT Solutions Success Story: How Roopers Transformed Their Operations Through Strategic IT Innovation

In today’s fast-paced retail landscape, efficiency isn’t just a competitive edge—it’s survival. Especially for businesses like redemption centers and convenience stores, where every second spent on back-office processes is a second not spent serving customers. That’s the position Roopers, a well-known and respected chain of redemption centers and convenience stores in Maine, found themselves in not long ago.

Despite their strong reputation and loyal customer base, Roopers was struggling with behind-the-scenes challenges that were slowly draining productivity, revenue, and employee morale. Their systems were outdated, their processes were heavily manual, and their staff spent far too much time putting out fires instead of focusing on growth. What started as operational headaches were rapidly snowballing into financial losses, customer service setbacks, and employee burnout.

They knew they needed a change—but not just any change. They needed a partner who could not only diagnose the issues but provide the right solutions with minimal disruption to daily business. That’s when Roopers turned to Ekim IT Solutions.

Founded in 2023, Ekim IT Solutions has quickly established itself as Maine’s go-to technology partner for businesses ready to modernize, scale, and succeed in a digital-first world. With a reputation for customized, business-first IT strategies, we understood Roopers’ unique needs from the outset.

What followed was a collaborative, in-depth transformation process—one focused not just on fixing what was broken, but on future-proofing Roopers’ operations for long-term success. This wasn’t just an upgrade. It was a reinvention of how they worked.

We started by listening closely—diving into their biggest pain points, evaluating the limitations of their current infrastructure, and identifying where time, money, and opportunities were being lost. From outdated point-of-sale systems and slow reporting processes to limited online customer features and poor inventory visibility, the challenges were clear. But so were the opportunities.

We then crafted a tailored IT roadmap designed to eliminate inefficiencies, recover lost revenue, and equip the Roopers team with better tools—while ensuring zero downtime during implementation. The result? A full-scale digital transformation that empowered Roopers to reclaim control, improve customer satisfaction, and boost employee morale across all locations.

This success story is not just about one business—it’s a powerful example of what’s possible when the right technology is matched with the right strategy and execution.

In the sections that follow, you’ll discover the real challenges Roopers faced and the smart, scalable solutions we delivered:

• A cloud migration that consolidated six servers into one seamless, secure platform.

• A live inventory display integrated directly with their WooCommerce website.

• A custom gift card plugin that added convenience for both customers and staff.

• A reimagined reporting system that cut report generation time by 50%.

• A full JPOS system optimization that eliminated glitches and streamlined operations.

The results speak for themselves: increased efficiency, better customer experiences, reduced costs, and a more empowered team.

If your business is feeling the weight of legacy systems or inefficient workflows, Roopers’ story is proof that the right IT partner can turn things around—quickly and effectively. With the right guidance and the right tools, transformation isn’t just possible—it’s practical.

At Ekim IT Solutions, we don’t just offer tech support. We build scalable solutions that solve real problems, drive growth, and make life easier for business owners and employees alike.

The Challenges Roopers Faced

1. Time-Consuming Reporting

At Roopers, reporting wasn’t just an operational task—it was a major bottleneck. Each week, staff members were dedicating significant hours to pulling together reports manually. Their existing system was outdated, slow to respond, and frustrating to use. Even simple reporting functions required multiple steps, cross-checking spreadsheets, and double-entering data to ensure accuracy. What should have been a routine administrative process often turned into a time-consuming ordeal.

This manual approach affected more than just back-office productivity. Employees who were hired to serve customers or manage store operations were being diverted to tackle tedious reporting duties. Valuable hours were being lost—hours that could have been spent improving the in-store experience, assisting customers, or addressing more strategic needs.

The inefficiency wasn’t just an annoyance—it was costly. With staff bogged down by slow systems and outdated tools, Roopers was essentially paying more for less. The longer it took to generate reports, the longer it took to make informed decisions. That lag in insight had a ripple effect on inventory ordering, compliance submissions, and day-to-day decision-making.

What’s more, the constant need to “babysit” the reporting process led to frequent errors. A missed entry or small oversight could throw off inventory numbers or delay required submissions, which in turn created frustration across departments and even led to financial consequences in certain cases.

From the front-line employees to the leadership team, everyone at Roopers felt the drag of an inefficient reporting system. It wasn’t sustainable—and it was holding the business back from operating at its full potential.

That’s where Ekim IT Solutions came in. We knew the first step toward transforming Roopers’ operations was to eliminate these inefficiencies and free the team from the burden of outdated reporting tools. By addressing the root of the issue, we paved the way for automation, accuracy, and real-time visibility—unlocking new levels of productivity and control across all locations.

2. Financial Losses Due to Poor Reporting

One of the most damaging consequences of Roopers’ outdated systems was the direct financial impact caused by inaccurate and delayed reporting. This wasn’t just an inconvenience—it was actively costing the business money.

The most urgent issue was in tobacco sales reporting. Like many retailers, Roopers is required to submit detailed and timely tobacco sales data to vendors and regulatory entities. Unfortunately, due to limitations in their previous system, generating these reports was slow, inconsistent, and often riddled with errors. Even small inaccuracies or delays could trigger compliance violations, financial penalties, or missed opportunities for vendor reimbursements. Over time, these seemingly minor issues added up, contributing to real revenue loss and creating unnecessary friction with vendors.

But the problems didn’t stop there.

Roopers also struggled with inventory inaccuracies stemming from poor data visibility. Without real-time stock tracking or automated reporting, managers were often forced to rely on gut instinct or outdated records when placing orders. This led to two costly outcomes: overordering and stockouts.

Overordering meant tying up cash in excess inventory—products that sat on shelves collecting dust and taking up valuable space. On the other hand, stockouts resulted in missed sales opportunities and frustrated customers who couldn’t find what they came in for. Both scenarios directly affected the business’s bottom line and eroded customer satisfaction.

Moreover, the lack of reliable reporting made it difficult for leadership to identify trends or make data-informed decisions. Questions like “Which products are underperforming?” or “Are we meeting vendor compliance benchmarks?” were hard to answer with confidence. This created a reactive environment where the business was always playing catch-up instead of planning ahead.

Ekim IT Solutions recognized that solving Roopers’ reporting challenges wasn’t just about saving time—it was about protecting revenue, ensuring regulatory compliance, and giving the team the clarity needed to make smarter business decisions. By implementing automated, real-time reporting tied directly to their POS system, we helped Roopers regain control over their financial health and eliminate the costly mistakes of the past.

3. Limited Customer Engagement Online

In an age where customers expect convenience and instant access to information, Roopers was falling behind due to its lack of digital engagement tools. Despite operating multiple successful locations across Maine, the company had no online systems in place to support key customer needs—something that was becoming increasingly noticeable, especially among tech-savvy shoppers.

One of the most frustrating gaps was the absence of an online gift card balance check. Customers who wanted to know how much value remained on their Roopers gift cards had no option but to call or physically visit a store. This created unnecessary friction and took up valuable staff time with phone inquiries that could have been handled automatically. For customers, it was an outdated experience that didn’t align with the expectations of modern retail—where even small purchases are often preceded by a quick online check.

Equally problematic was the lack of online inventory visibility. Shoppers had no way to verify whether a specific product was in stock at their nearest location. This meant that they either had to call ahead or take the risk of making a trip only to discover the item was out of stock. For busy customers, this inconvenience often meant turning to competitors with more transparent digital storefronts.

Together, these issues signaled a larger problem: Roopers’ online presence wasn’t supporting its in-store experience—it was working against it. While the business was known for friendly service and strong community ties, the customer journey was missing critical digital touchpoints that drive engagement, loyalty, and repeat visits.

Recognizing the opportunity to improve both customer experience and operational efficiency, Ekim IT Solutions prioritized the integration of real-time inventory tracking and a custom gift card balance tool. These enhancements gave Roopers a competitive edge by meeting customer needs before they even entered the store.

In today’s connected world, customer expectations are high—and businesses that can’t meet them risk being left behind. For Roopers, adding these features didn’t just modernize their service; it redefined how they interact with customers in the digital age.

4. Frustrations with Outdated Systems

While Roopers had built a strong reputation as a trusted local business, its internal systems were telling a different story—one of daily friction, technical headaches, and growing employee frustration. At the center of these issues was their outdated point-of-sale (POS) system, which had become a major bottleneck across all locations.

The POS system was notoriously slow. Every transaction, lookup, or report request felt like a chore. During peak hours, delays compounded quickly, creating long lines, slower checkouts, and unnecessary stress for both staff and customers. What should have been a simple scan-and-sell process often turned into a wait-and-refresh routine. Employees found themselves apologizing to customers for lagging systems instead of delivering fast, confident service.

Beyond slow performance, the system was plagued with technical glitches that frequently disrupted operations. From pricing errors and inventory misreads to random crashes, the POS system couldn’t be trusted to perform consistently. Staff had to develop workarounds just to get through the day—manually adjusting prices, restarting terminals, or re-entering transactions. These stopgap solutions consumed time, increased the risk of human error, and chipped away at morale.

For a business handling high volumes of transactions and managing multiple retail locations, these technical problems weren’t just annoyances—they were productivity killers. The constant disruptions made it difficult to maintain consistency in customer service and employee performance. Moreover, when systems fail regularly, staff confidence in the technology erodes, leading to disengagement and resistance to new digital solutions.

Roopers’ leadership knew something had to change. They needed systems that were reliable, fast, and easy to use—not just for the sake of their employees, but to sustain the business’s growth and reputation. That’s where Ekim IT Solutions stepped in.

We began by diagnosing the root causes of the instability, from outdated hardware configurations to software compatibility issues. Then, we deployed targeted POS optimizations and data cleanup strategies that drastically improved performance and reliability.

The result? A smoother, faster checkout process, fewer system interruptions, and a visibly more empowered team—ready to focus on customers instead of troubleshooting tech problems.

The Solutions Provided by Ekim IT Solutions

Understanding the critical issues, Ekim IT Solutions crafted a comprehensive plan tailored to Roopers’ specific needs.

Solution 1: Cloud Migration

What We Did:

Consolidated Servers: Merged data from all six on-premise servers into a single, unified cloud dashboard.

Zero Downtime Migration: Ensured the transition was seamless without interrupting business operations.

Benefits:

Enhanced Performance: Faster and more reliable systems across all locations.

Scalability: Easily adjust resources as Roopers grows.

Cost Savings: Reduced expenses on hardware and maintenance.

Improved Security: Leveraged AWS’s advanced security features.

Simplified Management: Centralized IT infrastructure control.

Solution 2: Live Inventory Display

What We Did:

Website Integration: Linked the JPOS backend with a new WooCommerce website.

Real-Time Updates: Enabled customers to see current stock levels online.

Benefits:

Customer Convenience: Shoppers can check product availability anytime.

Increased Sales: Transparency encourages more purchases.

Operational Efficiency: Staff spend less time answering inventory queries.

Marketing Opportunities: Promote in-stock items and specials effectively.

Solution 3: Online Gift Card Balance Check

What We Did:

Custom Plugin Development: Created a WordPress plugin connected to JPOS.

Enhanced Features: Allowed customers to check their gift card balances online.

Benefits:

Improved Customer Experience: Easy access to gift card balances increases satisfaction.

Reduced Staff Workload: Fewer calls and in-store inquiries about gift card balances.

Solution 4: Improved Reporting System

What We Did:

Unified Dashboard: Developed a secure, user-friendly interface for all reporting needs.

Real-Time Syncing: Ensured data is always up-to-date with JPOS integration.

Automated Reporting: Set up automatic delivery of reports to tobacco vendors.

Benefits:

Time Savings: Staff can generate reports in minutes, not hours.

Accuracy: Real-time data reduces errors.

Compliance: Automated reports meet vendor requirements without hassle.

Custom Access Levels: Permissions tailored to staff roles.

Solution 5: JPOS System Optimization

What We Did:

Fixed Decimal Errors: Resolved issues with inventory count inaccuracies.

Handled 11-Character UPCs: Updated the system to accept longer codes.

Cleaned Up Data: Removed duplicate entries and outdated products.

Benefits:

Accurate Inventory: Better stock management and ordering.

Efficient Operations: Smooth checkout process with reliable POS.

Vendor Syncing: Integrated vendor price lists for seamless updates.

The Impact on Roopers

Significant Results Achieved:

50% Reduction in Reporting Time: Staff can focus more on customers and less on paperwork.

Increased Customer Satisfaction: Positive feedback on new online features.

Cost Reduction: Lowered operational expenses by eliminating unnecessary hardware.

Employee Morale Boost: Staff are happier with user-friendly systems.

These reflections from the Roopers team highlight the profound impact of the solutions implemented.

Why This Matters for Your Business

Roopers’ transformation is a testament to the power of tailored IT solutions. If your business is facing similar challenges, consider the potential benefits:

Operational Efficiency: Streamline processes to save time and reduce errors.

Enhanced Customer Experience: Offer features that meet modern customer expectations.

Data-Driven Decisions: Use real-time data to inform strategy and operations.

Employee Satisfaction: Equip your team with tools that make their jobs easier.

About Ekim IT Solutions

Founded in 2023, Ekim IT Solutions has rapidly become Maine’s go-to for innovative IT services.

Startup Success: Quickly established as a trusted IT provider.

Fastest Growing MSP: Recognized for rapid growth and client satisfaction.

Customer-Centric: Tailored solutions to meet each client’s unique needs.

Innovative Approach: Utilizing the latest technology for proactive management and cybersecurity.

Ready to Transform Your Business?

If you’re tired of wrestling with outdated systems, time-consuming processes, or digital tools that just can’t keep up, it might be time for a fresh approach. Roopers’ journey from frustration to operational efficiency is proof that the right IT solutions can make a profound difference—not just in how a business runs, but in how it grows.

At Ekim IT Solutions, we specialize in helping businesses like yours overcome technical challenges, streamline daily operations, and embrace technology that works for you—not against you. Whether you’re facing issues with reporting, inventory, customer experience, or system reliability, we’ll work closely with you to develop solutions tailored to your unique needs and goals.

Our process is simple and results-driven: we listen, we assess, and we deliver. And it all starts with a conversation.

Don’t wait for inefficiencies to cost you more time, money, or customer loyalty. Let’s build a smarter, more resilient future for your business—starting today.

🗓️ Book a  call with us
📞 207-333-2206
📧 info@ekimit.com
🌐 www.ekimit.com

Or check out our free resource:
👉 Your Guide to Managed IT Services

• Joyce Gamil
• • November 18, 2024
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