Dev Pro Journal
Your tech and industry expertise can help retailers make the best decisions about new tech implementations.
Many retailers never imagined they would have to manage IT to stay viable in their industry. Fortunately, by partnering with your technology solutions provider (TSP) company and leveraging your expertise, your clients can focus on what they know best and leave retail IT recommendations and implementation up to you.
However, to succeed in this space, you need to avoid making mistakes that can diminish the value that your clients receive from their retail IT solutions. Steer your clients clear of these four common missteps.
Retail IT Implementation Without Considering the Big Picture
If a retailer has been in business for more than a few years, they’ve likely added tech solutions to meet new customer demands or address an operational challenge over time. However, they may have grown their IT ecosystems without a cohesive plan.
After disruptions to operations with the onset of the COVID-19 pandemic in 2020 and quickly evolving consumer behaviors since, your clients may be ready to add new capabilities and leverage new technologies. Don’t let them move forward without a well-planned strategy.
You have the expertise they need to optimize their current tech environment and develop a purposeful strategy for technology deployments now and in the future. Ensure all their systems, applications, and devices are seamlessly integrated for the greatest efficiency and the best possible customer experiences.
Losing Sight of What Makes a Great Customer Experience in 2023
Customer demands and expectations have changed rapidly in the past few years. More consumers are now comfortable interacting with retailers digitally. As a result, many consumers are looking for more of the “online experience” in the store. Encourage your clients to consider adding self-service kiosks or interactive digital signage, self-checkout, and data analytics solutions that enable highly personalized service.
As with all tech implementations, though, you need to advise your clients to base their decisions on data. Use information from the retailer’s point of sale (POS) system, e-commerce platform, loyalty rewards program, customer feedback, reviews and social media posts, and other sources to learn more about their customers. With those insights, you can advise your clients on the solutions that can help them deliver the experiences that will help build their loyalty.
Discount the Importance of Buy Online Pickup In Store Experiences
The buy online, pickup in store (BOPIS) trend has gained momentum in the past few years. Statista reports that BOPIS use increased in Europe by 57 percent from 2019 to 2021, and curbside pickup grew by 139 percent.
Meeting the demand for a service that allows consumers to pick up online orders at a local store can help retailers increase revenues. However, some retailers are struggling to provide the experiences customers want. Warehouse robotics company GreyOrange reports that 62 percent of European consumers say their BOPIS experiences haven’t met up to their expectations.
You can help by providing your clients with the technical solutions they need to implement BOPIS successfully. Shoppers want convenience and speed, so your clients need to set up the systems and processes to make the transactions run smoothly. This includes everything from customer-facing technology like smart lockers to back-end inventory management systems that ensure orders are filled quickly without delays.
Ignoring Humans in the Loop
Remind your clients that the best retail operations include a mix of technology and human interactions. Technology and data from retail IT systems are vital to retail competitiveness. But tech isn’t the only part of an effective strategy. Retailers must coordinate people, processes, and tech tools to create the best customer experiences.
Don’t portray retail IT solutions alone as the key to success. Work with your clients to build a strategy that takes advantage of all their resources to grow their businesses and operate most profitably.
What’s a Retailer To Do?
Retailers are looking for advice as they adapt to changing consumer behaviors and industry trends. Your tech and retail operations expertise will allow you to provide the answers they need and help them develop a practical roadmap for retail IT implementation.
Take the opportunity to guide your clients so they stay focused on the tech investments that will provide the greatest ROI and see the value in partnering with your TSP business for the long term.