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Managers in Motion: Unchain Store Managers from the Back Office to Better Manage the New All-Channel Customer Experience
 

Managers in Motion: Unchain Store Managers from the Back Office to Better Manage the New All-Channel Customer Experience

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Despite the rise of e-commerce, The Store still represents the centerpiece of the customer experience, and plays a critical role converting shoppers to buyers and building loyalty. ...

Despite the rise of e-commerce, The Store still represents the centerpiece of the customer experience, and plays a critical role converting shoppers to buyers and building loyalty.

As such, every minute the store manager spends in the back office is a minute not spent ensuring that the store is functioning at maximum effectiveness. Unchaining store managers from back office duties free them up to accomplish the ever-growing list of store activities that determine the quality of the customer experience.

This presentation discusses the new expectations of today's store and how new Workforce Management technology can help:

Streamline and mobilize time consuming managerial tasks.
Improve store execution and productivity.
Align staff scheduling to sales and service demands.
Efficiently and profitably facilitate "buy online", "pickup in store" orders.

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    Managers in Motion: Unchain Store Managers from the Back Office to Better Manage the New All-Channel Customer Experience Managers in Motion: Unchain Store Managers from the Back Office to Better Manage the New All-Channel Customer Experience Presentation Transcript

    • Copyright 2013 JDA Software Group, Inc. - CONFIDENTIAL Managers in Motion Unchaining Store Managers from the Back Office to Drive Better Experiences A JDA Webinar August 15, 2013 #WFMWebinar
    • Copyright 2013 JDA Software Group, Inc. - CONFIDENTIAL 1 2 3 4 5 The Store Still Matters Expectations & Experiences Barriers to Success Overcoming the Barriers How JDA Can Help Dave Bruno Product Marketing Director, WFM @DaveTheWaveSD #WFMWebinar
    • Copyright 2013 JDA Software Group, Inc. - CONFIDENTIAL 1 The Store Still Matters #WFMWebinar
    • Copyright 2013 JDA Software Group, Inc. - CONFIDENTIAL Despite Digital Influence, Most Still Prefer to Buy In-Store Source:PwC,2012GlobalMultichannelConsumerSurvey 0% 25% 50% 75% 100% Furniture Grocery Apparel Health & Beauty Electronics Books, Music, Video Research and Buy in Store Research Online, Buy in Store Research and Buy Online Research in Store, Buy Online 9of 11product categories surveyed the majority of consumers prefer to use stores for purchasing 50% #WFMWebinar
    • Copyright 2013 JDA Software Group, Inc. - CONFIDENTIAL Still the Place Where Most Shopping Journeys Cross the Finish Line 90%of all non-grocery retail revenue in the US and UK was transacted inside a store In 2012… Source: Forrester 85% By 2015? of all non-grocery retail revenue in the US and UK will still be transacted in a store Source: Forrester #WFMWebinar
    • Copyright 2013 JDA Software Group, Inc. - CONFIDENTIAL The Store: Once Again the Centerpiece of the Cross-Channel Journey 2012 Source: Cisco Internet Business Solutions Group (IBSG) 2011 57% Research Online Buy in Store 65% 24% 29%Research on Mobile Buy in Store 38% 40%Research in Store Buy Online #WFMWebinar
    • Copyright 2013 JDA Software Group, Inc. - CONFIDENTIAL 2 Expectations & Experiences #WFMWebinar
    • Copyright 2013 JDA Software Group, Inc. - CONFIDENTIAL The Information Age Has Come To the Retail Store 53% Compared to 2011… Are more demanding of visibility into pricing information (including comparative) 46% Are more demanding of information about promotions and coupons 40% Are more demanding of access to all forms of decision-making information Source: Cisco Internet Business Solutions Group (IBSG) #WFMWebinar
    • Copyright 2013 JDA Software Group, Inc. - CONFIDENTIAL Most Retailers Have Not Kept Pace 61%of retail managers believe shoppers are better connected to product information than store associates Source: Motorola 2012 Holiday Shopping Survey ( )51% that’s up from in 2010 #WFMWebinar
    • Copyright 2013 JDA Software Group, Inc. - CONFIDENTIAL Source: Motorola 2012 Holiday Shopping Survey Shoppers (Across Generations) Tend to Agree 32%38%46% #WFMWebinar
    • Copyright 2013 JDA Software Group, Inc. - CONFIDENTIAL Fulfillment (In)Flexibility Leaves Shoppers…Unfulfilled 91%of consumers would take advantage of buy online, pickup in store options if offered Source: IBM 46%of US retailers offer the service as an option Source: IBM Only… #WFMWebinar
    • Copyright 2013 JDA Software Group, Inc. - CONFIDENTIAL click & collect outlets in France1 of German grocery shoppers choose drive-through over in-store2 of all UK online orders are click & collect3 Lessons to Be Learned From Across the Pond? 700 23% 10% 1-LSA Research 2-Aldata 3-IMRG #WFMWebinar
    • Copyright 2013 JDA Software Group, Inc. - CONFIDENTIAL In General, Store Shopper Satisfaction is Slipping 15%Source: IPG Media Labs Store shopper satisfaction is declining per year #WFMWebinar
    • Copyright 2013 JDA Software Group, Inc. - CONFIDENTIAL Shoppers Express Their Displeasure with Their Wallets 72%of holiday 2012 shopping related walkouts resulted in lost sales Overstating the Obvious? Source: 2012 Motorola Holiday Shopping Survey #WFMWebinar
    • Copyright 2013 JDA Software Group, Inc. - CONFIDENTIAL Shoppers Express Their Displeasure with Their Wallets $156per abandonment Source: 2012 Motorola Holiday Shopping Survey However… they took with them #WFMWebinar
    • Copyright 2013 JDA Software Group, Inc. - CONFIDENTIAL Shoppers, Retailers Agree: Winning Experiences Win 49% Source: Accenture 2013 of consumers believe the best thing retailers can do to improve the shopping experience is to better integrate in-store, online & mobile 75% Source: Motorola 2012 of US retailers believe that a more engaging in-store experience will be critical to their business in the next 5 years #WFMWebinar
    • Copyright 2013 JDA Software Group, Inc. - CONFIDENTIAL 3 Barriers to Success #WFMWebinar
    • Copyright 2013 JDA Software Group, Inc. - CONFIDENTIAL Performance Doesn’t Match Importance Importance vs. Performance of Physical Stores Grocery Mass Merchant Specialty 92% 92% 97% 78% 78% 85% How Important Are stores? How Are Stores Performing? Source:SupplyChainInsights2013 14% 14% 12% #WFMWebinar
    • Copyright 2013 JDA Software Group, Inc. - CONFIDENTIAL Workloads Keep Expanding… 71%Source: Integrated Solutions for Retail of store managers indicate that the amount of work their stores need to do has increased in the past year #WFMWebinar
    • Copyright 2013 JDA Software Group, Inc. - CONFIDENTIAL …While Store Payrolls Keep Shrinking 72% Source: Integrated Solutions for Retail of store managers indicate that their labor budget has stayed the same or decreased in the past year #WFMWebinar
    • Copyright 2013 JDA Software Group, Inc. - CONFIDENTIAL $0 $200 $400 $600 $800 $1,000 $1,200 2000-2004 2005 2006 2007 2008 2009 2010 2011 2012 Productivity Has Proven Problematic e-Commerce Grocery Mass Merchant Specialty Revenue per Employee #WFMWebinar Source: Supply Chain Insights 2013
    • Copyright 2013 JDA Software Group, Inc. - CONFIDENTIAL Strategic Shortcomings Source: SD Retail Consulting of US retailers are planning to unveil a pilot in-store pickup program by YE 2013 24% Only… #WFMWebinar
    • Copyright 2013 JDA Software Group, Inc. - CONFIDENTIAL Strategic Shortcomings Source: SD Retail Consulting of US and UK retailers have not invested sufficiently in training their store staff on how to handle multi-channel customers in-store 80% A Whopping • Showrooming • Competitive price matching • In-store pick-up requests • Addressing knowledge shoppers gained online #WFMWebinar
    • Copyright 2013 JDA Software Group, Inc. - CONFIDENTIAL Source: SD Retail Consulting of retailers indicate that field management is providing the leadership necessary to drive improved productivity through their physical stores in the new multi-channel environment 25% Fewer than Lack of Leadership is Part of the Problem #WFMWebinar
    • Copyright 2013 JDA Software Group, Inc. - CONFIDENTIAL No Shortage of Strategic Challenges Source: RSR Research 2012 Need to meet consumer demands for better customer service 58% Need to improve top line via better store experiences 58% Need to improve store execution of corporate strategy 47% Need better accountability for store readiness and customer service 38% #WFMWebinar
    • Copyright 2013 JDA Software Group, Inc. - CONFIDENTIAL Impediments to Excellent Experiences 44% 33%Managers spend too much time in the back office Employees spend too much time on non-selling tasks 41% 47% Employees pulled in too many different directions 33% 53% Unable to respond quickly to events on sales floor 30% 33%Source: RSR Research 2012 Winners Laggards #WFMWebinar
    • Copyright 2013 JDA Software Group, Inc. - CONFIDENTIAL A Constant Concern Source: 2013 AT Kearney 34%of their time interacting with customers And only… 39% Store managers spend of their time on administrative & merchandising compliance tasks #WFMWebinar
    • Copyright 2013 JDA Software Group, Inc. - CONFIDENTIAL 37%of retailers indicate that store managers lack information they need on the sales floor and they spend too much time in the back room Actionable Information Not Available Where Needed Source: RSR Research 2012 Root Cause? #WFMWebinar
    • Copyright 2013 JDA Software Group, Inc. - CONFIDENTIAL Three Keys to Overcoming the Challenges4 #WFMWebinar
    • Copyright 2013 JDA Software Group, Inc. - CONFIDENTIAL Smarter Schedules: A Smart Place to Start1#WFMWebinar
    • Copyright 2013 JDA Software Group, Inc. - CONFIDENTIAL Big Data: Big WFM Opportunity Machine learning & artificial intelligence combine to leverage data to greatly improve utilization and allocation science #WFMWebinar
    • Copyright 2013 JDA Software Group, Inc. - CONFIDENTIAL Big Data: Big WFM Opportunity Resulting in schedules that require much less local management intervention #WFMWebinar
    • Copyright 2013 JDA Software Group, Inc. - CONFIDENTIAL Smarter Schedules Promise Payback 50%of retailer winners identify “software that schedules the right mix of labor” as a Top 5 technology with potential to deliver value in the store Source: RSR Research 2012 #WFMWebinar
    • Copyright 2013 JDA Software Group, Inc. - CONFIDENTIAL Scheduling Value Clearly Calculates UnplannedOvertime RevenueperFTE CustomerRetention CustomerSatisfaction Best in Class Schedulers Laggards 7.1% 16.0% 8.1% -1.1% -1.1% 10.5% 14.3% 4.1% Source: Aberdeen Group 2012 2x 8x 10x 3x #WFMWebinar
    • Copyright 2013 JDA Software Group, Inc. - CONFIDENTIAL Those Who Tackle Tasks Triumph The merchandise is in the store, it just can’t make the jump from the shelf in the back to the one in front. There’s not the people to do it. “ ”--Store Worker 2#WFMWebinar
    • Copyright 2013 JDA Software Group, Inc. - CONFIDENTIAL Leaders Manage More Tasks, More Effectively 26%more likely to have task management tools Best-in-Class Retailers are Source: Aberdeen Group 2012 30% And their managers are… more likely to have task management dashboards available to them #WFMWebinar
    • Copyright 2013 JDA Software Group, Inc. - CONFIDENTIAL A Good Game Plan Helps Gain Ground 44%of retailers identify improving store operations workflow as key to improved in-store experiences Source: Aberdeen Group 2012 #WFMWebinar
    • Copyright 2013 JDA Software Group, Inc. - CONFIDENTIAL Task Management Best Practices Centralized Communication 5 4 3 2 1 Task Prioritization & Workload Balancing Easy Access to Task Status w/Systematic Issue Escalation Executive Dashboards Integrated Mobility #WFMWebinar
    • Copyright 2013 JDA Software Group, Inc. - CONFIDENTIAL Mobilize…Everything3#WFMWebinar
    • Copyright 2013 JDA Software Group, Inc. - CONFIDENTIAL Retailers Weigh Mobility’s Impact 4.16 Customer Service 3.73 Task Management 3.56 Endless Aisle Selling 3.16 Self-Service Scheduling Functions Mobility Can Impact? Source: JDA, “Workforce in Motion” 2013 #WFMWebinar
    • Copyright 2013 JDA Software Group, Inc. - CONFIDENTIAL Self-Service Shifts Drive Engagement 14% Employee self-service scheduling apps delivered via mobile increase employee engagement Source: Aberdeen Group 2012 #WFMWebinar
    • Copyright 2013 JDA Software Group, Inc. - CONFIDENTIAL Shift Bidding Buys Manager Time 30% Real-time, two-way, multi-channel communication with employees via SMS, e-Mail or IVR yields a Source: JDA 2013 increase in short-notice shifts being filled 45 Streamlined communications also dramatically reduces scheduling times and other expenses, including Source: JDA 2013 saved per shift needing to be filled on short notice minutes #WFMWebinar
    • Copyright 2013 JDA Software Group, Inc. - CONFIDENTIAL Mobile WFM Keeps Managers in Motion 3 Retail organizations that use mobile WFM tools improve manager productivity Source: Aberdeen Research more than those not using mobility for WFM #WFMWebinar
    • Copyright 2013 JDA Software Group, Inc. - CONFIDENTIAL Summary and Conclusions #WFMWebinar
    • Copyright 2013 JDA Software Group, Inc. - CONFIDENTIAL 5 How JDA Can Help #WFMWebinar
    • Copyright 2013 JDA Software Group, Inc. - CONFIDENTIAL Customers 35 Countries 250 1.2MEmployees 100,000 locations TASK MANAGEMENT SCHEDULING TIME & ATTENDANCE LABOR MANAGEMENT Industry-leading Retail WFM capabilities… available in the Cloud #WFMWebinar
    • Copyright 2013 JDA Software Group, Inc. - CONFIDENTIAL JDA Schedule Optimization Employee Preferences - Availability - Hours per day/week - Vacation and Time Off - Skills & Certifications Task Management - Non-Service Labor Needs - Planograms, Resets, etc.. - Permission and Priority - Due Dates Labor Demand - Customer Service - Minimum Requirements - Restaurant Characteristics Budgets - Labor Hour Budgets - Dollar Budgets - Lowest Cost Schedule Rules & Regulations - Meal and Break Rules - State regulations - Business Rules 1 #WFMWebinar
    • Copyright 2013 JDA Software Group, Inc. - CONFIDENTIAL Smarter Scheduling at Work Pharmacy Retailer 6,000 Employees 250 Stores Improvement matching schedules to demand increased store manager time on floor by 50% #WFMWebinar
    • Copyright 2013 JDA Software Group, Inc. - CONFIDENTIAL Smarter Scheduling at Work 88%reduction in overtime spend 170basis point improvement in labor as percent of sales 17point Net Promoter score increase #WFMWebinar
    • Copyright 2013 JDA Software Group, Inc. - CONFIDENTIAL JDA Task Management2 #WFMWebinar
    • Copyright 2013 JDA Software Group, Inc. - CONFIDENTIAL Task Management at Work Grocery Retailer 135,000 Employees 1,000 Stores Integrated Task Management with Scheduling to streamline truck to shelf and improve customer experience in highly promotional business #WFMWebinar
    • Copyright 2013 JDA Software Group, Inc. - CONFIDENTIAL Task Management at Work 6.7%reduction in hours invested 29%reduction in premium labor 8-12%improved manager coverage during key weekend days #WFMWebinar
    • Copyright 2013 JDA Software Group, Inc. - CONFIDENTIAL Mobile Shift Connect Mobile Employee Connect Mobile Manager Connect JDA Task JDA Mobility for Workforce Management ----- EMPLOYEE ENGAGEMENT ----- ----- EXECUTION & CUSTOMER SERVICE ----- ------ EMPLOYEE SCHEDULING ------ 3 #WFMWebinar
    • Copyright 2013 JDA Software Group, Inc. - CONFIDENTIAL Mobility at Work Sports Complex 5,000 Employees Implemented Mobile Shift Connect to end over- staffing by >10% to account for absenteeism and their inability to staff on short notice #WFMWebinar
    • Copyright 2013 JDA Software Group, Inc. - CONFIDENTIAL Mobility at Work 22%reduction in time spent on pre-event scheduling 40%reduction in over staffing 5( instead of two hours ) short notice shifts are staffed in minutes #WFMWebinar
    • Copyright 2013 JDA Software Group, Inc. - CONFIDENTIAL Learn More… Recruiting, Retaining and Engaging the New Face of the Retail Workforce Webinar On Demand http://www.retailtouchpoints.com/workforce-in-motion http://slidesha.re/1eEtw2J News, Insights, and Perspectives from Around the Industry Workforce 20/20 http://www.scoop.it/t/workforce-2020 Brochures, White Papers, Case Studies, Videos and more… JDA.com http://www.jda.com/solutions/wfm-workforce-management/#overview #WFMWebinar
    • Thank You Questions?