Choosing a point-of-sale system is one of the most important decisions a hardware or lumber retailer will make. At Paladin Data Corporation, we believe retailers deserve clear and honest information when evaluating their options. We generally avoid discussing competitors because we believe every company is working to serve our industry in its own way. However, because questions often arise when evaluating newer market entrants, we’ve created the following FAQs to help retailers make informed decisions. Whether you are a current Paladin customer or are evaluating solutions for the first time, we hope these questions help guide your decision. 

Is the POS system I’m considering modern and proven in retail, or simply new and visually appealing?

The hardware and lumber industry demand thousands of unique workflows, requirements, and exceptions that most general retail systems never encounter. With more than 47 years serving independent retailers, Paladin has developed thousands of capabilities based directly on customer feedback and real-world business needs. Many of these capabilities were created to solve challenges that only become apparent after years of serving this industry. History has shown that every new POS entrant requires time to discover and address the many nuances of our market. When evaluating a newer platform, ask for references from customers who have completed a full implementation and discuss which capabilities were available on day one versus “planned for the future.“ A product’s age alone does not determine its value, but experience matters when serving a complex industry.

Is the POS system I’m considering fully supported by my suppliers?

Supplier integration is far more complex than transmitting purchase orders. Today’s hardware stores and lumberyards rely on supplier relationships for loyalty programs, electronic ordering, inventory synchronization, rebates, e-commerce, invoice processing, and other critical business functions. Maintaining these connections requires ongoing technical development, regular testing, and long-term collaboration with suppliers as their systems evolve. 

Ask your suppliers:

Strong supplier relationships are built over decades, not months. 

Does Paladin have the best technical support?

Ask around! Our support team is consistently touted as the best of the bunch among POS providers. We poll our clients with a standardized net promoter score survey after each support interaction to ask how likely they are to recommend Paladin. The results are consistently high (our running average score is 9 out of 10).   

Paladin support is 100% US-based in Bend, Oregon, operating 12-1/2 hours on weekdays and 24/7 for store-down emergencies. We work by phone, email, and chat.    

All that and our online knowledge base is packed full of concise, human-written technical documents that bring many tasks within the reach of basic users, so chances are you may not even need to contact us directly to solve a question or problem in the first place!  

Does a modern user interface improve productivity for your team?

Every software company strives to create an interface that is intuitive. However, appearance alone does not determine productivity. Many of your most valuable employees have decades of industry experience and interact with your POS system hundreds of times each day. The best interface is the one that helps them work accurately, efficiently, and confidently. 

When evaluating any POS system:

A modern design can be valuable, but functionality and efficiency are what matter most during a busy business day. Paladin’s interface has been refined over decades with direct input from the employees who use it every day. 

Do startup POS vendors bring valuable innovation?

Absolutely. Competition benefits the industry. New companies often introduce fresh ideas, challenge assumptions, and accelerate innovation. However, retailers should distinguish between innovation, integration, and execution. Many modern software products leverage existing open-source technologies, cloud services, AI models, and third-party components. There is nothing inherently wrong with this. In fact, most software companies do it. The important question is how effectively those technologies are integrated, supported, secured, and maintained over time.  

When evaluating AI-driven capabilities, consider asking: 

At Paladin, we carefully evaluate every technology before release. While we embrace modern development tools, including AI-assisted development, we maintain ownership and understanding of the software we deliver so that we can support it for the long term. Being first can be exciting. Being dependable matters, too. 

Stability and continuity are important considerations in a technology partner. Paladin is inherently stable in this sense because it is employee owned, with no outside investors. 

Why do some vendors say “yes” to every request?

Every retailer is unique, but not every customization produces better business results. 

After serving thousands of retailers for nearly five decades, Paladin has learned that some requests improve operations while others introduce complexity, inconsistency, and unnecessary risk. Sometimes the best service a software partner can provide is to recommend a proven best practice rather than simply agree with a request. A vendor’s willingness to say “no” should not always be viewed negatively. In many cases, it reflects experience gained from helping retailers overcome challenges that others have already faced. Our goal is not simply to provide software. Our goal is to help retailers succeed. 

Final Thought 

Technology decisions should not be based solely on what’s newest or what’s oldest. They should be based on reliability, industry expertise, supplier relationships, long-term support, and your team’s ability to operate effectively. Ask hard questions. Seek customer references. Involve your employees. Talk to your suppliers. The right POS partner will earn your trust through demonstrated results, not promises.