Innovative Retail Technologies

JAN-FEB 2017

Innovative Retail Technologies (formerly Integrated Solutions For Retailers) is the premier source for innovative yet pragmatic technology solutions in the retail industry.

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x Orvis R ecognizing that its customer base—which skews to old- er, affluent customers—is increasingly using smart- phones, tablets, and mobile apps, Orvis has gone full-on mobile in its stores. With its Aptos Store POS system, the merchant is delivering on its "endless aisle" promise to custom- ers and improving the engagement through digital. With its new platform, sales asso- ciates can order out-of-stock products online and process payments via a credit card reader-equipped iPad Mini. The associate can also use the iPad to winner Omni-Channel Retailing Project Lead: Dave Finnegan, Customer Experience Officer, Orvis Orvis has improved customer capture from 56 percent to more than 70 percent. Finalist store-mail-to-home approach is one of the tenets of Orvis' omni-channel strat- egy, ensuring an easy path to purchase and more efficient product returns and repairs. Orvis is leveraging its Aptos Store POS system to support customer en- gagement in the store. The merchant is able to provide all the product, in- ventory, and pricing information shop- pers need to make confident decisions, as well as all the resources to process transactions efficiently and on their customers' terms. If a customer finds two items in a store, but requests a third item that store doesn't have in stock, an associate can order the out- of-stock product online and process payment for all three via the iPad Mini. Orvis is seeing significant business value and ROI in the seamless integra- tion between a mobile "endless aisle" solution and POS that eliminates the catalog order desk in the store. Early wins include: • A 10 percent increase in enter- prise sales. • Orvis customer capture growth from 56 percent to more than 70 percent. • Doubled associate satisfaction compared to Orvis' previous system. show customers similar products that they might be interested in. Enterprise inventory visibility allows associates to locate a particular size, color, or style in any item, either online or at another store. The associate can then arrange to have the item shipped di- rectly to the customer's home. This in- R e t a i l e r i n n o v a t i o n a w a r d s ADOREME Project Lead: Josselin Petit-Hoang, Head of CRM, AdoreMe Within a year of implementing Optimove's CRM technology, AdoreMe created 66 unique customer personas and realized a 15 percent increase in monthly revenue, 22 percent increase in average order amount, 2.3X customer growth, and 85 percent campaign automation. Jan/Feb 2017 7

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