Multinational Retail Mobile Employee Experience
Solving employee experience challenge for a global retailer
Customer
Iconic Denim Brand
Industry
Retail, Clothing
Services
Certified Solutions, Implementation Services
Reduced MTTR
80%
On the go access
100%
Focus
Deskless Workers
Overview
Retail store associates are busy helping helping customers and don't have ready access to a computer to file tickets and interact with corporate. Our multinational retail customer approached us looking for a real-time solution to support their store associates.
Our retail store associates are our first line of interaction for customers. We want to support them in every way we can and create a solution that will empower them without taking up too much of their time so they can get back to helping customers
– Vice President of Retail Operations.
The final solution must support the following criteria
100% Mobile
Real-time communication
Automated surveys
Kiosk-like experience
Optimized UI and Experience
Execution
We implemented a custom mobile solution using our Marvel Mobile Builder working in tandem with native ServiceNow capabilities like Service Catalog, Knowledge Management and Workflows. The final result was an always connected micro-app experience targeted for retail store managers and associates.
The implementation included automated push notifications for each update on the incidents, automated survey triggers upon closure and many more features making this the most widely used app in the entire company. In fact, Retail TechStop is the only app deployed across all locations in the entire world. It even supports 18 languages and has a custom backend that enables business users to manage their changes without involving IT to make every small edit.
Result
Retail store district and area managers could see all the incident activity of their stores in one place. Share mobile devices in the stores were transformed into information kiosks with one click issue reporting and real-time updates. Using push notifications and feedback surveys, our customer was able to close the loop and support their most important associates that directly interact with customers on a daily basis.