Introduction

Mobile point-of-sale (mPOS) is a retail game-changer. Simply put, an mPOS turns a smartphone or tablet into a portable checkout counter – with an app and card reader letting staff ring up sales from anywhere. Unlike clunky fixed registers, mPOS frees employees to serve customers on the sales floor or even kerbside. This flexibility isn’t just a tech upgrade; it’s a strategic necessity in modern retail. Today’s shoppers expect speed, convenience, and personal service – they don’t want to stand in long queues or be confined to a counter. In fact, 63% of consumers now expect store staff to have mobile devices and be able to check out customers on the spot. Shoppers also increasingly demand “endless aisle” service – the ability to buy products not physically in-store and have them shipped. These surging customer expectations, combined with rising contactless payment use and omnichannel shopping habits, make transitioning to mPOS critical for retailers.

Retailers are responding in force. Over half of large Tier I retailers (those >$1B revenue) planned new mPOS deployments in 2024 and beyond. The global trend is clear: mobile POS adoption is accelerating, with over 50% of businesses already integrating tablet or smartphone POS systems to speed up checkouts and enhance experience. Retail decision-makers can no longer view mPOS as a nice-to-have experiment – it’s fast becoming foundational to competitive store strategy.

This guide serves as a comprehensive playbook for making the mPOS transition successfully. We’ll explore the evolution of POS systems, the strategic benefits of mobile POS, the importance of feature parity with legacy systems, and step-by-step advice on implementation, change management, and driving adoption. Australian retail examples (like Petstock’s experience) will highlight real-world lessons on overcoming hurdles and winning staff buy-in. We’ll also look ahead to future trends – from AI-driven personalisation to omnichannel integrations – to ensure your mPOS strategy is not just reactive, but future-proof. Transitioning to mPOS is a journey of both technology and people. With the right strategy, it can elevate customer experience, empower your teams, and unlock new sales opportunities in an omnichannel retail era.

To learn more about how Petstock deployed mPOS successfully, read the full Awayco case study.
‍

The Evolution of POS Systems

The point-of-sale has come a long way since the days of mechanical cash registers. The first cash register was invented in 1879, and by the early 1900s electric registers emerged. Fast-forward to the 1970s–80s and we saw electronic POS terminals powered by computers, and the 1990s brought Windows-based POS software. These traditional systems largely stayed fixed in one spot – a cash wrap with a computer or till – handling basic transactions and storing data on local servers.

The mobile POS revolution kicked off in the 2010s. A pivotal moment was in 2010, when Square introduced the first app-powered credit card reader for smartphones. Suddenly, the POS could break free of the checkout counter.

Over the past decade, the rise of smartphones and tablets, combined with cloud technology, has transformed what mPOS can do. Early mobile payment devices were primitive – clunky card swipers mainly focused on portability. But modern mPOS devices are sophisticated, full-service POS systems in the palm of your hand. They can process payments, scan barcodes, look up inventory, manage loyalty, and more, all on a lightweight device.

Several key innovations propelled this evolution:

• Smartphone and tablet adoption provided the hardware platform
• Cloud-based POS software allowed anytime, anywhere data access
• Improved payment tech (e.g. built-in NFC, tap-to-pay, QR codes) made mobile transactions seamless

By the mid-2010s, retailers from the Apple Store to Bunnings were equipping staff with iPads and mobile scanners. What started as a novelty for pop-ups and markets is now mainstream in enterprise retail.

mPOS enables retailers to “meet customers wherever they are” – whether at a demo station, the shoe section, a kerbside pickup point, or an off-site event. This evolution sets the stage for why shifting to mPOS now is both feasible and imperative.
‍

Strategic Business Benefits of mPOS

mPOS isn’t just a replacement for your till – it’s a tool to unlock real business value. Here are five of the most impactful strategic benefits:

1. Endless Aisle and Inventory Visibility

Mobile POS allows store associates to access enterprise-wide inventory in real time. This makes it easy to:

• Check stock across all stores and warehouses
• Sell products not available in-store for delivery or pickup
• Prevent lost sales and meet customer expectations on the spot

By giving every associate the power of inventory lookup and endless aisle ordering, retailers increase product availability without needing to hold excess in-store stock.

2. Rich Client Profiles and Personalisation

mPOS integrates with loyalty platforms and CRMs to:

• Display customer history and preferences at checkout
• Help staff make informed, personalised recommendations
• Support one-on-one clienteling on the shop floor

This empowers associates to deliver premium service, greet customers by name, and offer relevant upsells or reminders (e.g. “your dog’s flea treatment is due”).

3. Increased Basket Size via Upselling and Cross-Selling

mPOS enables associates to:

• Make relevant product suggestions at the point of decision
• Access detailed product information and stock alternatives
• Bundle offers (e.g. shampoo and conditioner) without needing to go back to the counter

This has a direct impact on sales. In the case of Petstock, 86% of staff interviewed said mPOS improved their ability to sell and upsell.

4. Queue Busting and Faster Checkouts

Mobile POS frees associates from the counter, enabling:

• Checkout anywhere in the store
• Queue busting during peak times
• Rapid payments and digital receipts

Speed and flexibility at checkout can lift conversion, particularly in high-traffic locations.

5. Elevated Customer Experience

Perhaps most importantly, mPOS transforms the service model. Associates can:

• Engage with customers throughout their journey
• Assist at the point of interest (not just at the end)
• Offer a frictionless, consultative experience

This humanised approach is what separates premium retailers from transactional ones.
‍

Feature Parity Matters

To ensure staff embrace mPOS, it must meet or exceed the capabilities of your desktop POS. Without feature parity, staff will default back to the old system.

Here are the must-have base features for any enterprise-ready mPOS system:

• Barcode scanning (via camera or sled)
• Real-time inventory lookup (in-store and network-wide)
• Transaction processing (including EFTPOS, mobile wallets, gift cards)
• Applying discounts and promotional codes
• Customer profile lookup and loyalty points
• Endless aisle ordering (delivery or click & collect)
• Email and/or printed receipts
• Returns and exchanges processing
• Integration with existing ERP and CRM systems

In the case of Petstock, early rollout showed that lack of support for loyalty redemptions on mPOS caused friction. Once fixed, adoption rose significantly.
‍

Implementation Strategy & Change Management

Rolling out mPOS successfully is as much about people as it is about technology.

Lessons from Petstock and Other Australian Retailers

Based on Awayco’s work with Petstock and other clients, here are critical observations:

• Staff tend to default to desktop POS when unsure how to complete a task on mobile
• If there’s no operational push from store managers, usage remains low
• Lack of feature parity leads to a hybrid environment that confuses teams

Best Practice Steps

1. Achieve feature parity (see above)
2. Train extensively, using real transaction scenarios
3. Assign mPOS champions in each store
4. Monitor usage metrics by store and associate
5. Set clear expectations with store managers (see next section)
   ‍

Driving Adoption and Usage

To make mPOS a primary channel for in-store transactions, focus on structural and behavioural incentives.

1. Set Usage Targets for Store Managers

Define specific adoption goals. For example:

“By Month 2, at least 30% of all transactions should be processed via mPOS.”

Make these targets part of the store manager's KPIs.

2. Reduce Desktop POS Terminals

Fewer fixed counters = more mobile interaction. Some retailers remove one desktop POS per store to nudge usage.

3. Update Store Layout

Ensure:

• Open visibility across the sales floor
• Space for roaming associates
• Power/charging stations for mobile devices

Layout affects service culture.

4. Develop a Queue Busting Guide

Give staff clear instructions for:

• When to deploy mPOS in queue scenarios
• Which baskets are suitable for mobile checkout
• How to handle receipts and bagging in remote checkouts

5. Reinforce Mobile Use in Floor Protocols

Include expectations like:

• “Use mPOS for all endless aisle transactions”
• “Offer mobile checkout whenever serving bulky goods (e.g. pet food bags)”
  ‍

Building a Playbook for Store Teams

A strong mPOS transition depends on a clear staff playbook that covers:

• When to use mPOS (versus fixed POS)
• How to troubleshoot common issues
• Where to store/charge devices
• What to do if a transaction type isn’t supported
• Scripts for engaging customers (e.g. “Would you like me to check you out here on my tablet?”)

Create laminated guides, short training videos, and in-app tips to reinforce learning.
‍

Measurement and Continuous Improvement

Track the right metrics:

• % of transactions via mPOS
• % of endless aisle sales
• Queue time reduction
• NPS or CSAT scores pre/post rollout
• Feedback from staff on usability and blockers

Use regular reporting to identify underperforming stores and apply targeted training or tech fixes.
‍

Future Trends in mPOS

The next frontier of mobile POS is deep integration with AI and omnichannel systems. Expect:

• AI-powered product recommendations at checkout
• Mobile clienteling features for remote service
• Integrated customer chat/messaging from the device
• App-less payments (e.g. Tap to Pay on iPhone)
• Self-checkout via staff-assisted mPOS or QR codes
• Real-time stock replenishment triggers based on mPOS sales

mPOS will also become the unifying interface across channels – a single tool to serve in-store, fulfil online, and support remote sales. Retailers should choose vendors and partners who are investing in this future. To see how Awayco’s mobile POS supports AI personalisation and omnichannel operations, visit Awayco’s platform overview.

‍