Revamping a Multinational Retail Employee Experience on a Budget

Overview

The client is an iconic brand in the retail industry. They operate throughout the globe with more than 800 retail stores ranging from boutique stores to malls to outlets.

The Problem

As you can imagine, COVID has changed the game for every single industry in the world. Because of Covid, the retail industry has taken a lot of strain on their processes. Our client approached us with a serious concern.
“We want our sales associates to feel they are supported from corporate and have access to information at their fingertips to keep doing their job of selling.”
– Vice President of Retail Operations.

Challenges

• Since our client is a retail operation, their employees are constantly on the go and disconnected from the corporate ecosystem.

• They are vulnerable by not being able to communicate effectively with corporate. A broken sales equipment or process can severely impact the store operation and put additional stress on sales associates.
“We want employees to stay informed of communication and issues they have raised to corporate as they are doing their job. Therefore, it made the most sense to give our client a complete mobile solution which anyone could access from their back pocket.”
– Abdul Halabieh, VP Intellective

Challenges

 • Since our client is a retail operation, their employees are constantly on the go and disconnected from the corporate ecosystem.

• They are vulnerable by not being able to communicate effectively with corporate. A broken sales equipment or process can severely impact the store operation and put additional stress on sales associates.
“We want employees to stay informed of communication and issues they have raised to corporate as they are doing their job. Therefore, it made the most sense to give our client a complete mobile solution which anyone could access from their back pocket.”
– Abdul Halabieh, VP Intellective

Solution and Design

Intellective implemented the solution “Retail Techstop”. It has changed the game for our client. Retail Techstop was even affordable enough to implement during the pandemic. It leverages ServiceNow to provide a mobile experience for on the go store employees. It supports our client’s retail operations by reducing issue resolution time by 80%. The best part is it’s completely mobile. Finally, organizations can be united across locations, even if the computer crashes.
latestAnnouncements

LATEST ANNOUNCEMENTS

Staff Associates can receive vital communication relating to their shifts, department, or other important information straight from Corporate.

knowledgeContent

KNOWLEDGE CONTENT

Employees can easily search for a relevant “how-to” knowledge article to fix minor issues themselves.
staffFeedback

STAFF FEEDBACK

Allowing staff to provide pointed feedback on their interactions with corporate and other departments.
receivingNotification

RECEIVING NOTIFICATIONS

Notifications of progress on support tickets are sent straight to their mobile device.