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Change is constant. Change is a good thing. This is the reality of retail.
As consumer-facing retail technology becomes more efficient and user-friendly, shoppers want experiences that provide them with convenience and ease. Technology is also a means to enhance the employee experience. Retailers must use every tool at their disposal to maximize efficiency, including strong internal communications to make employees’ jobs easier and more enjoyable so they can better assist customers.
Whether helping customers on the sales floor or checking inventory in the backroom, retail employees need to communicate and collaborate smoothly with each other. Here’s how Microsoft Teams on Samsung’s rugged smartphones like the Galaxy XCover6 Pro improves peer-to-peer communications to create a better customer experience.
One-touch intercom keeps hands-free and eye-level
In large retail stores, when employees are needed to perform specific or urgent tasks, it can be difficult to find them. Microsoft Teams allows coworkers to communicate quickly and seamlessly without the need for loud announcements over an intercom or static radio. Fashion brand River Island switched to Samsung rugged smartphones with Microsoft Teams, opening up a new world of peer-to-peer communication to maximize team efficiency in-store.
“Because of Samsung’s price point, all of a sudden we can deliver a device to every store associate,” Wilkinson said. “This is a game changer.”
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Until then, River Island used badge radios with headphones to communicate with colleagues in the field. By running Microsoft Teams on Samsung devices, we reduce the number of devices our employees need to carry. “We had no other way to send messages to field staff other than cascading messages through the team managers in the morning,” said River Island IT Director Charlie Wilkinson. “The intercom feature improves connectivity between our teams and with other business units.”
Now, employees can be contacted quickly and can respond instantly to price checks, questions, or customer requests. In addition to in-store communications, the intercom feature can be used anywhere in the world, allowing retailers to bring more employees on board. When participants join a channel, they can use push-to-talk (PTT) to securely communicate with other team members – even if they are on the other side of the world. In addition to saving time and resources, Wilkinson said this also had a huge impact on operational compliance and safety.
Convert voice to text messages for easy communication
Newsletters can be a very useful communication tool, but they are not always practical in a retail environment. When customers see employees using their phones (even if they are using their phones for business communications), they may assume the employee is using a personal device and feel ignored or annoyed.
With the Microsoft Teams voice-to-text messaging feature, employees can send messages without typing. It’s sent like a voicemail but arrives like a text. Recipients can access messages with the click of a button, without having to dial into an automated system or enter a password.
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Now, employees can be alerted to any issues, impromptu meetings, etc. without spending too much time on the screen. For example, when a truck arrives at a store, a manager can send a quick voice message to the team with specific instructions for inventory management. Speech-to-text also makes it easier to convey context and tone, which can be difficult and time-consuming with text.
Team video conference
Another important benefit for River Island and other retailers is the ability to use Microsoft Teams for training and team building. This communication platform allows management to provide business updates via video conferencing. “We push training and video content to store associates, which is delivered via Microsoft Teams and Sharepoint on Samsung devices,” explains Wilkinson. “This is a big step forward in our ability to share information and direction.”
Employees can participate in face-to-face online meetings and share their screens, files and resources instantly and securely. The platform also integrates with Office 365 and other Microsoft and partner applications, including Word, Excel, PowerPoint, SharePoint, OneNote, Delve, Planner and Power BI. Wilkinson said River Island will also deploy shift management through Teams. “Now employees have identities. They can clock in and out on their own devices, and we no longer need to sign their working hours on paper.”
Digital platforms that support real-time communication can enhance employee experience and thereby enhance customer interactions. Samsung’s rugged smartphones combined with Microsoft Teams improve collaboration among retail teams, allowing employees to spend more time where it’s needed most and helping to reduce employee turnover.
“We’ve opened a door by equipping our employees with devices equipped with Microsoft Teams,” Wilkinson said. “This makes employees feel like they are part of the River Island family and justifies our investment in an experience that improves employee productivity.”
Raise all around
Galaxy XCover6 Pro is specifically designed to maintain team agility, integrate seamlessly with other retail communications platforms, and withstand the non-stop nature of typical retail shifts. It’s a versatile and durable device with the features, tools, and enterprise security your team needs to create a great experience for your customers while enjoying a smooth experience for yourself. Overall, the Galaxy XCover6 Pro is a powerful device that suits both your brand and your business.
Samsung’s smart retail solutions help you reconnect with employees and consumers on your own terms.Discover more ways to create more Internet retail environment.and use this to evaluate your retail action plan Free evaluation Learn how it can better support a great customer experience.
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