Benchmarks & Client Cases
New Service Model 2.0
The Challenge
Problem
• Customers wait long periods of time before they are approached by a salesman (ex: collection of products in the warehouse)
• Customers are “left alone” in the store during logistics processes
• Excessive time to find products requested
Root Causes
• Salespeople do not proactively approach the potential customers in the store
• The selling acting guide is not strictly followed, resulting in several different approaches
• Many inventory items are not labelled or labelled with poor visual management
• High volume product returns to the warehouse due to overstocking in stores
The Solution
New Service Model 2.0
• Standardization of sales guide and team captain responsibilities
• Optimization of logistic processes to ensure customers are always accompanied and that the products are easily found
• Design of in-store customer flows that provide the best overall experience
The Results
The new service model contributed to an increase in sales and margin of 5%.
Mystery Shopper score (%)
The score of the mystery shopper audit increased by 30%.
Productivity
As a result of process improvements, there was a productivity increase of 43%.
Conversion rate (%)
The conversion rate improved by 10%.
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