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XQ Live XQ Live Presentation Transcript

  • XQ Live! Interactive Retail
  • 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
  • Interactive Retail Concept Store
  • 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.
  • XQ LiveSasktel Case Study Interactive Retail
  • About Sasktel! Telecommunications company based in Saskatchewan! $1.1 billion in annual revenue! Over 1.4 million customer connections! 11 retail locations
  • Sasktel XQ Launch! 3 locations live with XQ starting in April 2011! XQ standalone solution! Major store redesign and reno for each location
  • Sasktel Tour8 XQ Browse Displays
  • Sasktel Tour22” Planar Multi-Touch Monitors running XQ Browse
  • Sasktel Tour10 AdPlay Screens – Digital Ads & Video
  • Sasktel TourBefore After
  • 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
  • Related Products
  • 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!
  • Easy to Compare Products
  • 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
  • Brand Visibility
  • 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
  • iQmetrix.com | 1.866.iQmetrix © 2011 iQmetrix. All right reserved. iQmetrix, the iQmetrix logo, RQ4 and other trademarks, service marks, anddesigns referenced in this material are the exclusive property of iQmetrix Software Development Corp. and/or its subsidiaries.