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Bringing efficiency to store operations

Tero Angeria
Tero Angeria

Provide superior customer service with mobile tools for store associates. Benefits Increased revenue by saving the sale Improved store associate productivity and responsiveness Improved brand image by providing more personalized customer service

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IBM Software Bringing efficiency to store operations Provide superior customer service with mobile tools for store associates The Store Channel The physical store remains a key component of a retailers omni- channel strategy. Consumers are researching products over the web and determining availability, but prefer to still go to the physical store to make the purchase or to pick up an item that was purchased online. This is good news for the retailer since research has shown that customers that pick up an online order in the store will most likely buy additional items while they are in the store. Improve the customer experience Mobile applications can help store associates handle many of the customer needs in the store without having to direct the customer to a terminal, including out-of-stock situations, by enabling the store associate to obtain real-time information on product inventory availability directly from the store associates mobile device, and then guiding the customer how to best obtain the product. The result is a greatly improved responsiveness to the customers need. Save the sale When a customer makes an inquiry about a product, the store associate can access their mobile device to provide answers anywhere, anytime. IBM Store solution gives store associates the ability to save the sale and satisfy their customer with the power of inventory visibility, fulfillment, and status tracking and reporting, at their fingertips. This can enable a retail business to save the sale when faced with an in-store stock-out by offering the customer the option to pick up the item in another close-by store, where the item is available, or have the item shipped to the customers house. Giving store associates the ability to efficiently locate available product enables them to reserve the item while the customer is still in the store. Saving the sale frequently creates the opportunity to up-sell or cross- sell accompanying items. Benefits Increased revenue by saving the sale Improved store associate productivity and responsiveness Improved brand image by providing more personalized customer service
IBM Software 2 Empower Store Associates with mobile tools for operational efficiency IBMs Store solution improves the efficiency of the store associate with batch picking of multiple orders and easy scan of items in a customers cart to complete the order. Leveraging store labor and multitasking abilities, rather than committing a dedicated store associate to finding merchandise and pulling it off the floor, increases efficiency and reduces cost. When a customer arrives in a store to pick up an item that was purchased on-line or in a different store, the associate can quickly access the order on their mobile device, verify the customer, and be directed to the location of the items that were picked earlier for the customers order. Customers benefit from speedier service and walk away with a more pleasant shopping experience. : Figure 1: Store Associate Mobile tools
IBM Software Capabilities Overview Capability Description Customer convenience Deliver content, pricing and availability on the spot Provide store location and direct contact for inventory reservation and in-store pickup Minimize customer time waiting to determine inventory availability Create a single order for both in-stock and out-of-stock items, making it easier to track all transactions Inventory visibility and promising Ensure accurate available to promise (ATP) quantities using real-time lookup Avoid customer disappointment by offering alternative for out-of-stock items Provide store fulfillment to satisfy customer preference and increase satisfaction Optimize inventory utilization by drawing from available inventory regardless of store location Store associate productivity Minimize store associate time trying to locate ATP inventory Minimize store associate time with batch picking of multiple orders Improve the productivity of store associates in performing store-based fulfillment activities, such as picking, packing and shipping
Please Recycle ZZD03054-USEN-01 息 Copyright IBM Corporation 2015 IBM Corporation Software Group Route 100 Somers, NY 10589 Produced in the United States of America December 2015 All Rights Reserved IBM, the IBM logo, ibm.com and Sterling Commerce are trademarks or registered trademarks of International Business Machines Corporation in the United States, other countries, or both. If these and other IBM trademarked terms are marked on their first occurrence in this information with a trademark symbol (速 or ), these symbols indicate U.S. registered or common law trademarks owned by IBM at the time this information was published. Such trademarks may also be registered or common law trademarks in other countries. A current list of IBM trademarks is available on the web at Copyright and trademark information at www.ibm.com/ legal/copytrade.shtml. The information contained in this publication is provided for informational purposes only. While efforts were made to verify the completeness and accuracy of the information contained in this publication, it is provided AS IS without warranty of any kind, express or implied. In addition, this information is based on IBMs current product plans and strategy, which are subject to change by IBM without notice. IBM shall not be responsible for any damages arising out of the use of, or otherwise related to, this publication or any other materials. Nothing contained in this publication is intended to, nor shall have the effect of, creating any warranties or representations from IBM or its suppliers or licensors, or altering the terms and conditions of the applicable license agreement governing the use of IBM software. References in this publication to IBM products, programs, or services do not imply that they will be available in all countries in which IBM operates. Product release dates and/or capabilities referenced in this presentation may change at any time at IBMs sole discretion based on market opportunities or other factors, and are not intended to be a commitment to future product or feature availability in any way. Nothing contained in these materials is intended to, nor shall have the effect of, stating or implying that any activities undertaken by you will result in any specific sales, revenue growth, savings or other results.

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Bringing efficiency to store operations

  • 1. IBM Software Bringing efficiency to store operations Provide superior customer service with mobile tools for store associates The Store Channel The physical store remains a key component of a retailers omni- channel strategy. Consumers are researching products over the web and determining availability, but prefer to still go to the physical store to make the purchase or to pick up an item that was purchased online. This is good news for the retailer since research has shown that customers that pick up an online order in the store will most likely buy additional items while they are in the store. Improve the customer experience Mobile applications can help store associates handle many of the customer needs in the store without having to direct the customer to a terminal, including out-of-stock situations, by enabling the store associate to obtain real-time information on product inventory availability directly from the store associates mobile device, and then guiding the customer how to best obtain the product. The result is a greatly improved responsiveness to the customers need. Save the sale When a customer makes an inquiry about a product, the store associate can access their mobile device to provide answers anywhere, anytime. IBM Store solution gives store associates the ability to save the sale and satisfy their customer with the power of inventory visibility, fulfillment, and status tracking and reporting, at their fingertips. This can enable a retail business to save the sale when faced with an in-store stock-out by offering the customer the option to pick up the item in another close-by store, where the item is available, or have the item shipped to the customers house. Giving store associates the ability to efficiently locate available product enables them to reserve the item while the customer is still in the store. Saving the sale frequently creates the opportunity to up-sell or cross- sell accompanying items. Benefits Increased revenue by saving the sale Improved store associate productivity and responsiveness Improved brand image by providing more personalized customer service
  • 2. IBM Software 2 Empower Store Associates with mobile tools for operational efficiency IBMs Store solution improves the efficiency of the store associate with batch picking of multiple orders and easy scan of items in a customers cart to complete the order. Leveraging store labor and multitasking abilities, rather than committing a dedicated store associate to finding merchandise and pulling it off the floor, increases efficiency and reduces cost. When a customer arrives in a store to pick up an item that was purchased on-line or in a different store, the associate can quickly access the order on their mobile device, verify the customer, and be directed to the location of the items that were picked earlier for the customers order. Customers benefit from speedier service and walk away with a more pleasant shopping experience. : Figure 1: Store Associate Mobile tools
  • 3. IBM Software Capabilities Overview Capability Description Customer convenience Deliver content, pricing and availability on the spot Provide store location and direct contact for inventory reservation and in-store pickup Minimize customer time waiting to determine inventory availability Create a single order for both in-stock and out-of-stock items, making it easier to track all transactions Inventory visibility and promising Ensure accurate available to promise (ATP) quantities using real-time lookup Avoid customer disappointment by offering alternative for out-of-stock items Provide store fulfillment to satisfy customer preference and increase satisfaction Optimize inventory utilization by drawing from available inventory regardless of store location Store associate productivity Minimize store associate time trying to locate ATP inventory Minimize store associate time with batch picking of multiple orders Improve the productivity of store associates in performing store-based fulfillment activities, such as picking, packing and shipping
  • 4. Please Recycle ZZD03054-USEN-01 息 Copyright IBM Corporation 2015 IBM Corporation Software Group Route 100 Somers, NY 10589 Produced in the United States of America December 2015 All Rights Reserved IBM, the IBM logo, ibm.com and Sterling Commerce are trademarks or registered trademarks of International Business Machines Corporation in the United States, other countries, or both. If these and other IBM trademarked terms are marked on their first occurrence in this information with a trademark symbol (速 or ), these symbols indicate U.S. registered or common law trademarks owned by IBM at the time this information was published. Such trademarks may also be registered or common law trademarks in other countries. A current list of IBM trademarks is available on the web at Copyright and trademark information at www.ibm.com/ legal/copytrade.shtml. The information contained in this publication is provided for informational purposes only. While efforts were made to verify the completeness and accuracy of the information contained in this publication, it is provided AS IS without warranty of any kind, express or implied. In addition, this information is based on IBMs current product plans and strategy, which are subject to change by IBM without notice. IBM shall not be responsible for any damages arising out of the use of, or otherwise related to, this publication or any other materials. Nothing contained in this publication is intended to, nor shall have the effect of, creating any warranties or representations from IBM or its suppliers or licensors, or altering the terms and conditions of the applicable license agreement governing the use of IBM software. References in this publication to IBM products, programs, or services do not imply that they will be available in all countries in which IBM operates. Product release dates and/or capabilities referenced in this presentation may change at any time at IBMs sole discretion based on market opportunities or other factors, and are not intended to be a commitment to future product or feature availability in any way. Nothing contained in these materials is intended to, nor shall have the effect of, stating or implying that any activities undertaken by you will result in any specific sales, revenue growth, savings or other results.