How 5 retailers transformed their business with Chrome devices

Transcription

1 How 5 retailers transformed their business with Chrome devices

2 Contents Introduction 3 Scheels 4 Taking in-store customer experience to the next level Charles Schwab 6 Exceeding targets and providing best-in-class client experiences Famous Fish 8 Modernizing customer experience Chico s 10 Personalizing shopping experiences Compass Group 12 Adopting a digital-first approach

3 Introduction Retail is in the middle of an incredible revolution and evolution, says the National Retail Federation. They re seeing a generation of shoppers who are more digitally savvy than ever before. The opportunity has never been better to provide customers with an engaging and satisfying in-store experience. Chrome devices bring new life to bricks-and-mortar retail and can help you to create and convert the moments that matter for your customers. Engage Customers Shoppers are increasingly digitally savvy. They are doing their own research both before they visit and while in-store looking for better pricing, promotions, product information and reviews. With Chrome devices for digital signage and kiosks, you can engage highly-informed shoppers with relevant and timely content, and create a better in-store experience. Empower Teams When your sales associates have Chrome devices, your customers can get the right answers to their questions. Imagine the latest promotion being sent to frontline staff instantly, or having staff stay on the shopfloor to perform a product look up in seconds. It s all possible with Chrome devices. From financial brands, to big grocery stores, Chrome devices are creating new levels of digital engagement in retail stores. In this ebook, we discover how five retailers have transformed their business with Chrome devices. 3

4 Scheels About Taking in-store customer experience to the next level Scheels is a 26-location sporting-goods chain with stores in 11 states across America. As an employee-owned, privately held business with more than 6,000 employees, it has a long history of adapting to changing times. Founded in 1902 as a small hardware and general merchandise store in Sabin, Minnesota, it has since grown into an all-sports chain. Challenges Scheels has thousands of employees to manage across several states as well as countless customer enquiries. As such, communication methods and quality customer experience is integral to the continued success of Scheels retail giant. When it came to providing quality service, Scheels found that the existing digital signs in store were not reliable, disrupting the overall customer experience. Digital sometimes took a week or more to set up their legacy hardware taking up valuable IT time. Scheels aims to understand their customers and give them personal attention and local information. They endeavoured to take customer in-store experience to a new level by leveraging technology to make shopping fun, while at the same time empowering their sales team to deliver a better quality of service. Chrome technology puts the right information at our employees fingertips, helping them provide better on-the-spot advice to our customers. 4

5 Solutions About three years ago Scheels transitioned to G Suite with the help of G Suite Premier Partner Agosto, purchasing their licensing through them. Agosto also gave Scheels guidance on migrating their data out of Lotus Notes and into G Suite, and showed them the benefits of Chromebooks over the legacy machines they were using. When Scheels saw the difference, they decided to try Chrome for digital signage, kiosks and sales staff. Benefits Savings of approximately $200 per laptop Improved customer service With Chrome, Scheels experts can spend more time with customers and show them the personalized customer support that helps them choose exactly what they need As big believers and trust in Chrome, Scheels now turns to it as the first option for any new challenge. Devices Used Chromebooks Chromebits digital signage 5

6 Exceeding targets and providing best-in-class client experiences Charles Schwab About Charles Schwab, one of the largest public brokerage and banking companies in the U.S, strongly believe in the power of investing in the internal operations of the company to further invest externally to transform people s lives. Last year, Charles Schwab launched Schwab Intelligent Portfolios in 250 branches nationwide as an online investment advisory service that uses sophisticated computer algorithms to help clients invest smarter. Chromeboxes and Chromebooks have helped create a huge opportunity for us to innovate and offer our clients more options when it comes to investing. Challenges Relying heavily on technologies to allow a seamless operation and remain relevant in a competitive digital environment, it was becoming more prevalent how integral superior hardware is in running the business more efficiently. In the past, IT was spending an excessive amount of time each week managing the devices in their branches across the country. Charles Schwab needed an intuitive interface that not only educated potential clients about their product but also made it easy to sign up. Solutions Within 72 hours after deciding to transition to Chromebooks, Google engineers visited Charles Schwab s Phoenix engineering facility. Everything was quick to deploy, very easy to manage and use, and offered the highest level of security. Charles Schwab rolled out 1,000 Chromebooks in 250 Charles Schwab branches in less than two months. The IT team use Chrome device management to put each device in public session mode, allowing multiple clients to use the same device securely. 6

7 Benefits The IT team spends fewer than 10 hours each week managing 1,700 devices across all of their branches Devices Used Opening a Schwab Intelligent Portfolios account on a Chromebook is easy, there s no paperwork - minimizing errors and time administration costs Charles Schwab have noticed their clients have increased their trust in sharing sensitive financial data and their money since transitioning to Chromebooks Chromebooks Clients trust that Chromebooks have rigorous security settings to ensure that their data is safe Chromebooks help Charles Schwab to deliver on their promise to provide best-in-class client experiences with ongoing innovation Chromeboxes Tens of thousands of clients have opened Intelligent Portfolios accounts using Chromebooks helping to exceed their targets nearly every month since the devices were deployed. 7

8 Famous Fish About Modernizing customer experience Founded by the Costi family, one of Australia s most renowned seafood families, Famous Fish is the first business in the world to adopt end-to-end Google Commercial Chrome technology. The Costi family joined the seafood business in 1958, and since then has built a strong reputation for offering some of the highest quality seafood. One of the reasons for the family s continued success has been a focus on innovating and responding to what customers really want. They aimed to balance their legacy of seafood expertise with a modern, customer-friendly environment. Challenges Famous Fish shops are located in high-traffic environments, meaning they needed technology that was robust, responsive and durable, as well as user-friendly. With Chrome technology, we re seeing a noticeable increase in brand awareness and a large boost in customer spend. The Costi family decided that they needed to transform their multiple stores with interactive menu boards and upgrade to express ordering technologies to help boost customer experience and transaction values. A cost-effective, fast service retail and restaurant solution was needed to assist in allowing a seamless customer and employer experience in a fast-paced environment. 8

9 Solutions The Costi family turned to Nuon, a strategic partner of digital signage leader AOPEN. Nuon recommended Google Commercial Chrome due to its reliability and security. At their newly opened franchise in Fountain Gate, Famous Fish combined Chromeboxes and Chromebases to deploy self-service touch screens with dynamic menu boards. Since the deployment was such a success, Famous Fish will deploy the technology in other stores following the Fountain Gate blueprint. Devices Used Benefits Huge return on investment Chromebase A noticeable increase in brand awareness and a large boost in customer spend When customers ordered with in-store kiosks using the express ordering option, the average transaction value increased by 28.7% AOPEN Chromebox Management centrally manage their devices using Chrome Device Management key to their expansion and growth Famous Fish modernized their restaurant in alignment with their stylish and attractive seaside design aesthetic 9

10 Personalizing shopping experiences Chico s About Chico s FAS, Inc. is a cultivator of brands serving the lifestyle needs of fashion-savvy women 30 years and older. Their brand portfolio currently consists of three brands: Chico s, White House Black Market and Soma. We will be using Chromeboxes to personalize the shopping experience by tailoring our digital signage to the city, the store, and even the specific department. Chico s brands are all specialty retailers of private label women s apparel, accessories and related products. Currently, they operate 1,518 boutiques and outlets throughout the U.S. and Canada, as well as an online presence for each of their brands. Challenges Needing to bring promotions to customers in a matter of minutes, Chico s was searching for a digital solution to replace future printing promotion. The lead time for printed posters can be as long as 10 days due to the lengthy cycle of designing, printing, and delivering to stores. With strategic plans to bring personalized content up to 5,000 screens at about 1,500 stores, Chico s management needed to control displays down to each individual screen and swap new content as needed, without burdening the IT department or maintaining complex hardware at each store. Chico s needed smart, sophisticated and safe technology that could handle the the high volume of screens and devices, simply, efficiently and within budget. It needed to be easy to install and managed centrally, especially imperative in an industry, where merchandise and promotions always change. 10

11 Solutions Chromeboxes met all of Chico s tests for affordability and ease of management. Since they re cost-effective, they can afford to outfit more stores with more displays, and because they re small, they don t take up valuable space in stores. With more screens deployed, they have more places where they can tailor content that resonates with each customer. Devices Used Benefits Physical digital in-store display invigorates the customer experience, giving them information about current sales and promotions or information about new stock almost instantaneously Chromeboxes Affordable and easy to manage Chico s Digital Retail Theater strategy has improved overall customer shopping experience. 11

12 Compass Group Adopting a digital-first approach About Compass Group PLC is a 20-year-old global food and support services provider who serves millions of people around the world every day, and employs more than 32,000 people in Canada. Challenges Since consumer behavior is constantly changing, Compass Group know how important it is to reach savvy customers where they can: on mobile, social and in stores. They were looking for a digital marketing strategy that allows them to connect with consumers with the right offers at the right time. Compass Group store managers across Canada were also weighed down by running all time-consuming, in-store marketing campaigns. The screens used weren t connected to the internet and had to be manually managed on-site, one by one. Store managers had to upload new images every time they wanted to promote a new menu item, daily special or social media contest. Solutions Our digitalfirst strategy encourages us to try techniques like event-triggered marketing promoting hot chocolate when temperatures dip below freezing, or offering a two-forone beer special at stadiums when the home team s winning. By using Chrome Device Management and signage software, one marketer can now manage dozens of campaigns in stores. Adopting a digital-first approach means that Compass Group Canada can measure the return on its marketing investment, and Chrome is a key part of this. Each digital signage device costs about half as much as competing options, so Compass Group get more for their money. They use third-party software to analyze data from Chrome devices, so their marketing team can assess how campaigns are performing immediately. Compass Group can easily compare how many people react to an ad and how much their sales increase across stores. 12

13 Benefits Since switching to Chrome digital signage, Compass Group Canada has seen a 2-4% boost in sales from their marketing promotions, which is significant for a company that makes approximately $2 billion in annual revenue Chrome digital signage is part of a broader cultural shift at Compass Group. They recently launched Compass Digital Labs, an offshoot dedicated to improving consumer retail experiences by building new technologies like mobile payment apps, on-site kiosks and wearable payment solutions Chrome digital signage has saved hundreds of hours each week on a previously time-intensive process. Devices Used Chromebit 13

14 Ready to find out more? Our Google specialists are here to help you transform your retail business. They can: Help you identify your key challenges Recommend solutions to suit your needs Provide a view of total costs and savings If you re ready to engage your customers and empower your employees with Chrome devices, contact us today. 14