Automatic staff call system boosts the quality of advice
xplace and Saturn launch pilot project using Retail Analytics
A pilot project initiated by the system integrator xplace and Saturn addresses how information about customer behaviour in bricks-and-mortar retailing can improve service quality. The pilot is initially being run in the Saturn markets Berlin Schlossstraße, Alexanderplatz and Europa-Center.
The focus is on notebooks, i.e. products where an increased need for advice exists. If a customer in the computer department pays a large amount of attention to a particular notebook, an automatic staff call is triggered over a smartwatch. This then allows the sales adviser to address the potential customer in a targeted manner and provide expert advice. This allows the need for advice to be recognised instantly and increases the chance of a conversion.
The data for this is delivered by the Retail Analytics platform by xplace, which records and evaluates product interactions. In terms of technology, xplace relies on the notebook consulting software NoTeS. This is connected to the Retail Analytics platform. The NoTeS application registers and reports interaction times with the product. If a certain time threshold is exceeded, the platform sends a trigger to a dedicated, specially developed app. Sales advisers receive the related message and provide feedback on how successful the consultation was through the app once the conversation with the customer has come to an end. Real-time analysis and event-dependent control are some of the main features of the Retail Analytics platform.
channels: consulting, workforce deployment, quality of service, wearables
