Improving Store Performance in the Age of Complexity, Uncertainty, and Disruption
Retailers spend significant time on planning and large sums of money investing in systems that support planning and executing on those plans. This includes areas such as labor planning, merchandise planning, promotions planning, logistics planning and more. However, no matter how well we have planned, when your Store Manager unlocks the door and turns on the lights stuff happens. Store Associates call out sick. Extra labor is scheduled to unload trucks and the trucks are delayed. A surge of Click and Collect orders arrives and needs to be promptly picked to insure customer satisfaction. Your traffic counters indicate that more customers are present than expected which will lead to queues at registers. Your POS indicates that a key promotional item is selling through and inventory on the floor may need to be replenished. The list of unexpected events that can negatively impact the best-laid retail plans is endless.
Each of the aforementioned unplanned events and others like them need to be dealt with. Somewhere in your organization the data associated with the event exists and often your store manager has to go into a system to deal with the event. This often requires your best store resource to leave the sales floor to access the necessary data and system to deal with the event. Every year the number of systems and the amount of data proliferates. Many retailers have identified over 50 store facing systems, interfaces, or data sources that store managers may need to interact with. These may require trips off the sales floor to the back office. Some retailers who have aggressively pursued Associate-facing mobility initiatives have developed mobile apps or interfaces for some store facing systems. However this only solves part of the problem as a Store Manager could still end up logging in and out of multiple applications from a mobile device. Simply moving the proliferation of applications from the desktop to the mobile device is not the answer.
Imagine if there was a solution that allowed your Store Manager to deal with all types of unexpected events from a single screen on a mobile device regardless of where the source data was coming from. Further, imagine that their response was guided by retailer specific best practices embedded in the exception notification. What if the system of record could easily be updated with the exception resolution still from the same interface on the same mobile device regardless of the back-end system technology?
Reflexis Systems provides this capability with the revolutionary StorePulse framework. StorePulse enables your store to manage all of the store facing systems on an exception basis. When unexpected events occur, StorePulse detects the exception through integration with the system of record for the relevant data. However, StorePulse does not just notify your Store Manager of the exception. With its powerful rules engine, StorePulse guides the action necessary to remedy or mitigate the exception based on your best practices, which are built into the system. The necessary action can be taken from the same single user interface and StorePulse will notify the relevant system of the action taken. Whether you are dealing with a Click and Collect order from an online order management system, a needed schedule adjustment from a workforce management system, or any other event, your Store Manager can manage this issue from a single user interface on a mobile device without ever leaving the sales floor. By making your key store resource more efficient and more available to their team and their customers, store performance and profitability will improve dramatically.
– Brett Friedman, Senior Vice President Global Sales and Marketing