Jump.ca XQ Case Study Gerald Buchko VP of Sales & Marketing Jump.ca Interactive Retail
About Jump.ca! Leading reseller of wireless and telecommunications products and services! 20 years in business! 17 stores in Saskatchewan, Canada
Brand Assessment! Establish a competitive advantage that fosters a welcoming and intuitive environment! Create a seamless buying experience, in store, online, on the phone.! Utilize technology to our advantage Company Purpose: Create amazing experiences for our employees, our customers and our community.
Interactive Retail Concept Store! Develop an in-store experience second to none in our marketplace.! Create a competitive advantage that develops a more intimate relationship with our customers.! Ensure we are top of mind for repeat/return business! Create an environment of knowledge.! New builds and renos built oﬀ this concept
Challenges with Previous System! Challenge managing content! Took a long time to update product information! Usually receive new product information 2-3 days in advance but it took us up to 7 days to update and get the content ready! Did not meet digital quality expectation! Inconsistent performance in product, weak support team.
XQ Launch! Implemented XQ Interactive Retail Solution from iQmetrix March 2011! Goals for implementation XQ’s interactive retail displays give our stores • Attract new customers an edge in creating a memorable shopping • Educate customers on experience. complicated product Kris Parker, Director, Brand & • Improve overall sales Marketing, Jump.ca experience
Why XQ?Content Creation and Management! No need to manually create the content! Content is sourced from iQ Catalog ! Product images, specs, rate plans details etc
Why XQ?Integration with RQ4! Pricing and inventory information pulled from RQ ! No double entry! Reduces costs and increases accuracy of information
Results and Beneﬁts Decrease in Walkouts Customers can engage with interactive screens while waiting to speak to a sales rep 6.0% XQ StoreWalkout % 4.0% 2.0% Legacy Store 0%
Results & BeneﬁtsBoost in Conversion RateEngage customers early in sales cycle and oﬀer guided sales process% of Customers Who Made Purchases40.0%30.0% XQ Store20.0%10.0% Legacy Store 0%
Results & BeneﬁtsIncrease in average customer spendRelated items and accessories displayed on screens $170.00 $166.17 15% higher at XQ Store $160.00 XQ Store $150.00 $144.39 Non XQ $140.00 $130.00 Proﬁt per Invoice
Customer Experience! Exceed our commitment to our customers! Create the amazing experiences we need to achieve! Ensure success and competitive advantage for the future.
Goals Set by SasktelStore redesign and XQ launch goals! Revenue growth! Increasing customer satisfaction! Strengthening the SaskTel brand! Increasing sales productivity
Results We’ve noticed anIncrease in Store Traﬃc increase in traﬃc of up to 30%Strong appeal to youngerdemographic – fastest growing Joel Ganong, Marketing Manager,customer segment in wireless Sasktel“This store is sick!”feedback from 15 year old customer
ResultsIncrease in Attach Rates“For one of our new stores, the ﬁrst monthsattachment rate was the highest compared to allstores at 106%.” – Joel Ganong, Marketing Manager, SaskTelRelated products and accessory tab in XQ promptcustomers and sales staﬀ to communicate up-sellitems more eﬀectively
ResultsEnhanced CustomerExperience• Customers can engage with interactive XQ has helped SaskTel raise the displays while waiting to speak to a sales rep bar for customer’s• Provide customers in-depth product info to retail experience help make a purchase decision in our market• Brings the online experience in-store• Wow Factor!
ResultsCustomer Satisfaction Survey Scores – Post LaunchStore Manager has conducted several post contactsurveys (all questions are on a 10 point scale):Average scores across Sasktel stores with XQ:! Likelihood to recommend: 9.8! Easy to do business with: 9.5! Rep experience: 9.6
ResultsStrengthened Brand! Top-of-mind brand recognition! Increased brand visibility, delivering consistent messaging across locations! Consistent experience, regardless of store location
Brand VisibilityNo more paper posters and brochures
ResultsIncreased Sales Productivity1100 customers a day during peak times –Cornwall Location16 staﬀ to serveHow?
Results! Customers can start learning about products while waiting! Reduces the time required to educate customers about products! Eﬀective sales aid for retail staﬀ
Summary! 6 months since launch ! Increase in traﬃc ! Higher Attach Rates ! Increase Customer Sat Scores ! Stronger Brand Recognition ! Increase in sales productivity! Plans to have XQ launched in all of their 11 locations over the next year