Enhancing The Customer Experience

A customer's experience when shopping at your store or web site is mainly influenced by the image of the store / site, the quality, variety and price of goods available, and the service they receive. There is a great deal that goes into creating a positive experience, and RedPrairie adds significant value in supporting this process.

As described under merchandising, RedPrairie helps to set the proper store image by support for corporate pricing, display and merchandise reset tasks. And RedPrairie is an industry leader in optimizing merchandise replenishment and supply chain synchronization.

In this section, the focus is on how RedPrairie solutions support improved customer service.

Customers' perceptions of service are influenced by the availability of sales / customer service associates when needed, how knowledgeable the associates are, and their attitude / sales skills. RedPrairie has solutions to help in each of these areas.

Availability is determined by knowing what the traffic and task-based demand level will be, and being able to properly schedule workers with the requisite skills for each area. RedPrairie's Demand Planning capabilities identify staffing needs based on customer traffic patterns, corporate promotions and new product introductions. The Schedule Optimization and Task Optimization applications uses this information to help store managers, customer service center managers, and distribution managers to schedule the correct number of workers with the needed skills for each time segment.

Having knowledgeable associates requires a continued focus on training. RedPrairie's Learning Management application enables retailers to administer training programs across all stores, field locations and other facilities. Through eLearning courses and self-service kiosks, all associates can be quickly trained and results can be correlated to performance.

While many factors influence worker attitudes, generally those who are welled trained, are properly scheduled, and whose performance is fairly evaluated will have the most positive attitude, which will be reflected in their customer service. RedPrairie applications for learning management, schedule optimization and performance measurement address these key attitude factors while enabling better workforce management.