Improved in-store customer experience with Salesforce Mobile App

The app was rolled out to around 10,000+ retail store employee. Below are the key functions employees had access to through the app:

• View product catalogue.
• Access to a daily roster. The app integrated with the roster application directly using APIs in real-time.
• View daily sales targets, update achievement in real time.
• Record a customer request and track the status of an existing one.
• Access to SF Knowledge/FAQs at a tap, including daily briefs and must read content.
• View live streaming of events such as product launches, trainings, team meetings etc.
• Ability to use a WhatsApp styled instant messaging platform to collaborate with employees in other retail stores, line managers as required.
• Real time notification and feeds.
• Ability to seamlessly launch other work tools on mobile.

Benefits

6 months into the deployment a measurable improvement was seen on the following:

• Consumer satisfaction scores on their store experiences improved by 0.6 on the NPS scale.
• There was average 3-4% improvement in employees meeting their daily targets across most stores.
• On-boarding time for new staff reduced from 5 to 3.5 days.
• The app also led to improved employee engagement and experience and this reflected in reduced attrition rates.