At Home Transforms In-Store Operations with Seamless Xstore Rollout
When home décor retailer At Home faced major roadblocks in their POS conversion project, they turned to BTM Global to right the course. With 260 stores across 40 states relying on a successful implementation, BTM stepped in to deliver fast, effective solutions, bringing stability, structure, and expertise to a previously stalled effort in collaboration with the At Home team.
The Challenge: Left in the Lurch
At Home was converting its POS systems from Toshiba ACE to Oracle’s Xstore across all store locations. Unfortunately, their initial implementation project stalled with over 40 critical issues requiring resolution to continue an effective roll-out. In addition, the store deployment and cutover processes weren’t working properly and additional work efforts, slow responsiveness, and additional costs resulted in delayed progress.
This transition aimed to stabilize the implementation and improve the deployment roll-out processes so the project could resume forward progress through to completion. The project itself aimed to improve in-store operations with a modern, fully integrated POS system and back-end processes that would scale with their growth. They needed help getting there.
To Read: Best Practices for an Oracle POS Deployment
The Solution: Up & Running
Why BTM Global?
BTM Global was selected because of its reputation as a trusted leader in Xstore implementations and its proven ability to clean up complex rollouts. At Home needed a team that could stabilize their technology, quickly resolve lingering issues, and move the project forward with expertise, efficiency, and confidence, while working alongside the At Home team and other third-party partners.
BTM’s Role and Services
Picking up the pieces, BTM stepped in to:
- Complete Xstore rollout and conversion from Toshiba ACE for all 260 At Home stores.
- Fix and complete previous implementation work, including over 40 critical items.
- Develop and implement a reliable store install script to ensure smooth conversions.
- Implement two Oracle Customer Engagement (CE) modules: Customer Segmentation and Campaign Management.
- Ensure more reliable system integration with 3rd-party systems, including
- Avalara
- Appriss Retail
- JDA
- Manhattan OMS
- Salesforce Commerce Cloud
- Provide post-rollout Xstore support and on-going knowledge transition to the At Home team.
- Best practices and focused training sessions with the accounting team on audit processes and how to best use their new Sales Audit system (Oracle Retail Sales Audit Cloud Service).
Structure & Speed: BTM to the Rescue
BTM brought strong client management, project methodology, and exceptional product knowledge and experience to deal with At Home’s multiple challenges. With structure and speed, BTM started by quickly addressing the most urgent issues:
- Fixed the top critical items to get the converted stores running properly
- Solved issues with the store rollout scripts
- Provided deployment support and first day cutover stabilization support
This allowed both BTM and ATH to plan out the remaining issue fixes and deliver those in a timely manner. BTM’s client-first mindset, transparent communication, and in-depth Oracle expertise restored trust and momentum.
The Results
By October 2024, BTM had successfully converted 35 stores ahead of At Home’s fourth-quarter change freeze. At the same time, At Home elected to replace half of its fleet of aging terminal hardware, adding new configuration, deployment, and support challenges. The timeline to complete the remaining 225 store conversions done, including new hardware in over 100 of the stores, was set for June 2025. With BTM’s partnership and expertise, At Home met their deadline successfully.
Most importantly, At Home is thrilled with the turnaround, citing:
- Significant improvements in service delivery
- Faster time to resolution
- Smoother store operations
- More reliable sales audit practices
The difference between this experience and the previous vendor has been described as “dramatic,” a testament to BTM’s solutioning abilities, partnership-driven approach, and execution excellence.
“At Home has a small store technology team. BTM has a well experienced, knowledgeable and customer centric team which helped us navigate through all the challenges and meet our very aggressive deployment plan” Kevin Pierce, Senior Director of Technology.”
Excellence Executed
With BTM Global by their side, At Home turned a struggling POS project into a model of execution and partnership. Through strong communication, expert guidance, and a methodical approach, BTM not only delivered on the immediate rollout needs but laid the foundation for long-term operational success.
If you feel inspired by this story, know BTM can do the same for you. Whether you need to upgrade or overhaul your system, BTM Global knows NetSuite and Oracle software from the inside out.
Contact our experienced team today to start seeing results!
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