A Tale of Two Retailers
Life with and without
Cisco’s mobile solutions for retail
Digital-savvy consumers look to retailers that can accommodate
their shopping
preferences. Although the road to actually deliver these frictionless digital experiences
may seem daunting, it doesn’t have to be so complicated.
Meet Mia!
She is decorating her child’s nursery,
and is about to experience life with and
without Cisco’s mobile solutions for retail.
Let’s see what her experience is like as
she places an online order for in-store
pick up and heads to the store to look at
larger purchases in person.
1. For retailers, setting up a network that can be managed centrally is the first step.
The right infrastructure can enable IT flexibility and serve as a secure foundation for your
retail organization to support ongoing digitization, to keep up with shoppers like Mia.
Life without
Cisco’s mobile solutions for retail
No action
At the store
Unfortunately after Mia places the online order, no one in the store is notified because the retailer’s ecommerce platform is not integrated with the store’s operations, or task management system.
Life with
Cisco’s mobile solutions for retail
Automatic action
At the store
After placing the online order, the store’s
customer management system which is
integrated with their ecommerce platform
and the foundational network,
automatically notifies an associate. In no
time at all, the associate is able to start
assembling the order.
2. In-store experiences should be seamless for shoppers. (and not to mention, easy to
manage with a lean IT team) Setting up a simple, cloud-based network for in-store wifi with
Cisco® Meraki® can swiftly enable secure store connectivity. So Mia, who was just browsing
the store’s ecommerce site, can have a consistent, omni-channel experience.
Life without
Cisco’s mobile solutions for retail
No connection
At the store
The last time Mia was here, the Wi-Fi
was spotty. Mia leaves her phone in her
pocket, unconnected. After all, bad Wi-Fi
is more frustrating than no Wi-Fi.
Life with
Cisco’s mobile solutions for retail
Personal connection
At the store
As Mia walks into the store, her phone
automatically connects to the store’s
Wi-Fi. The mobile engagement platform
notifies Mia that her online order is ready
via a direct SMS message.
3. Foreseeable complications to a retailer’s network can include what happens during
times of surge traffic, and how to keep the growing number of connected devices secure.
Setting up a policy-based SD-WAN with end-to-end network security built in allows
retailers to prioritize bandwidth. That way, business-critical functionalities
don’t interfere with Mia’s in-aisle experience on her mobile device.
Life without
Cisco’s mobile solutions for retail
Mia has been standing near the furniture section, and needs help but she can’t find an associate. The store has no way of knowing that she needs assistance or even how long she’s been waiting, and her phone staying in her pocket doesn’t help this equation.
Life with
Cisco’s mobile solutions for retail
The store’s mobile application supported by DNA Spaces allows Mia to easily compare products, call a sales associate, or view a map. (if she decided to delete the store’s app to save space on her phone, these features are still available to her via a web browser) She chooses to request a sales associate.
4. Continually understanding where customers are engaging with your digital solutions
is just as important as setting them up in the first place. Retailers can obtain that 360 view
of the customer across their ecommerce platform and all other digital touchpoints with
solutions such as AppDynamics® for application performance management,
while capitalizing on the consumer moments that matter most.
Life without
Cisco’s mobile solutions for retail
Mia wanders, looking for a sales
associate. When she finally finds one,
there’s already a line of people waiting
for his attention.
Life with
Cisco’s mobile solutions for retail
Personal attention
At the store
As Mia was speaking with the store rep, the store’s location analytics are able to trigger a notification on her mobile device based on her location and dwell time. She receives a special promotional discount for 20% off a piece of furniture she has researched online.
5. It is more profitable for retailers to engage existing customers than to acquire new ones. Through digital solutions such as frictionless mobile payment, flexible fulfillment, and brand loyalty programs, retailers can be on their way to serving repeat customers (and experiencing recurring revenue).
Life without
Cisco’s mobile solutions for retail
Frustrated with the wait and not having her online order ready for pick-up, Mia decides to leave the store without spending a dime.
Life with
Cisco’s mobile solutions for retail
Mia makes a decision and is able to check out with the sales associate right there, who also brought her online order items for pick up. Mia’s sales journey is saved to the store’s CRM profile so they can better serve her in the future. Satisfied with her experience, and proud of her success, Mia heads home.
