Struggling with legacy systems? Experiencing a decline in telco retail performance, or difficulties in your supply chain and operations? This presentation will give you an insight into ways to improve your customer experience and prepare for the newest generations of consumers in your telco retail business.

1. Maplewave
Transforming Telco Retail

3. Who We Are
• 30 year old business – strong retail
background, primary Telco focus
since 2007
• 40+ countries, over 150 customers
• We take the guesswork out of retail
performance by providing a unified
view of the truth.
• We simplify the path to purchase –
fast!

4. Telco CX Today
Underachievers
• Complicated processes
• Poor design and unintegrated systems
• Queues & frustration
• Slow to invest in retail

5. Telco CX Today
Underachievers
• Complicated processes
• Poor design and unintegrated systems
• Queues & frustration
• Slow to invest in retail
* From Huffington.com
Erandi Palihakkara,
April 28, 2016
!
Businesses
world-wide
Annually lose
an estimated
$300 billion
due to poor
customer
service.

6. The Truth
“Year over year, Gartner research shows
that the steps involved with creating
loyalty hinge on consistent execution
of satisfying basic customer needs,
such as product availability and a
fast, easy check-out process.”

7. Typical CSP Retail Environment

8. Failed System
Typical CSP Retail Environment
• Lack of integrated systems results
in manual, slow sales process
• No queue management or customer
prioritization
• Insight selling & integrated mobile
sales not currently possible
• No customer journey analytics

9. The Maplewave Solution

10. The Solution
Maplewave Retail Experience
• Integrated retail systems for quick,
seamless customer interactions
• Customers welcomed and queued
• Full-featured mobile sales tools
free staff from the counter
• Robust analytics of customer
behaviours

11. The Solution
1. Self Care / Video Chat
2. Greeting & Queue Management
(Engage)
3. Appointment Manager
4. Digital Marketing / Beacon
5. Connected Home
6. Mobile Forensics & Onboarding
7. In-Store Pickup
8. Endless Aisle
9. Presales (Engage)
10. Digital Contract Signing
(Paperless)
11. Reverse Logistics
12. Distribution
13. Footfall
14. Heat Mapping
Maplewave

12. The Future – Digidextrous Store

13. Maplewave
Connected Truth

14. Amplifier – Our Process
• We seek to understand YOU.
• Our 10 day process allows us to
immerse then initiate improvements.
• Leverage our global thought
leadership position.
• We solve your business problems
before we deploy our software.

15. Retail Platform – Our
Products
Engage
Our integrated mobile customer greeter –
queues’ customers and builds orders
without being tethered to a POS counter.
Integrate to CRM for fast existing
customer recognition.

16. Retail Platform – Our
Products
Engage
Transact
Our fully-featured POS integrated to other
products to effortlessly process
transactions. Speed up your stores!

17. Retail Platform – Our
Products
Engage
Transact
Paperless
Digitally sign, seal, store, verify, and
retrieve transaction documents. Auto-email
contract and walk out working info.

18. Retail Platform – Our
Products
Engage
Transact
Paperless
Supply
Our robust inventory controls ensure you
have the right stock in the right place at
the right time.

19. Retail Platform – Our
Products
Engage
Transact
Paperless
Supply
Insights
Visual dashboards to present complex data
and drive business decisions.

20. We Deliver
Guaranteed ROI
• Projects forecast a positive business case before starting.
• A range of SaaS / CAPEX models to help finance efficiency.
Cut Costs Significantly
• Shorter TX times reduces headcount.
• Streamlined processes reduce man hours.
• Reduced stockholding frees up cash.
• Fraud management reduces loss.
Increased Sales
• Improved availability means lower walk outs.
• Faster TX means more capacity.
• Campaign Management eliminates mistakes.

21. Contact one of our Maplewave Experts
to Start Your Retail Transformation Today!
Will Gibson
Retail
Grant Carstensen
Applications & Integrations
Kevin Burgess
IT Infrastructure & Security
Bradley Lapin
Logistics
Ronalda Clifton
B.I. & Reporting