Nutrition Warehouse’s legacy POS was slowing down 120+ stores. Now it isn’t.
The problem
Nutrition Warehouse has grown to more than 120 stores across Australia and New Zealand. The platform they'd been on since 2008 hadn't kept pace.
By 2024, the cracks were hard to ignore. During peak trading, looking up a customer record at the POS could take over a minute. Purchase orders couldn't be created or receipted. End-of-day processes were failing.
Staff were inventing workarounds just to get through a shift. Customers were waiting at checkout. Sales were being lost.
The technology needed to change. But with 121 stores and over 600 staff across the network, the technology was the easy part.
People can learn new tech. But asking a team to change how they work - mid-shift, at scale, across a whole store network - that's a different challenge entirely.
What we did
The brief was clear: validate whether Shopify POS was the right call, then help make the transition actually stick.
The technical build was straightforward. The human side took more care.
Before a single store went live, we built 26 training videos, covering real POS workflows in the language of someone working a busy shop floor, not someone reading a manual. We designed a provisioning approach that made replacing old hardware as low-friction as possible. And, we worked alongside store teams in person during deployment, not just handing over a system, but making sure people felt confident using it.
After deployment, we ran a structured process to capture post-launch issues and feature requests. When the dust settled, we handed back to the internal team, who were equipped to own it.
The rollout covered 121 stores in three months. 600 people trained.
The new system empowers staff to spend more time engaging with customers and less time managing manual processes, establishing a strong foundation for operational excellence and continued innovation.
Duncan McHughChief Operations Officer, Nutrition Warehouse
Tech implementations fail when people don't trust the new system. Training isn't a box to tick. It's the difference between a rollout that works and one that gets quietly abandoned.
What changed
Staff have a system they actually use, because they were shown how, supported through the change, and given something to refer back to when they needed it.
The operational failures are gone. Purchase orders work. End of day processes run. The workarounds staff relied on for years aren't needed anymore.
The checkout experience is faster and more reliable, especially during the peak sales events that used to put the old system under most strain.
In the first six months post-launch, development costs fell by 76%. Revenue lifted by 18%.
The technology is working. So is the team.
