Tips to Win at Retail in 2024

Coordinate Teams For A Flawless Buying Experience

While retail predictions for 2024 pointed to deflation and improved consumer confidence, those predictions have not panned out – largely due to inflation rates and global instability. Given that, retail execs are now shifting gears with many doubling down on the value they provide to existing loyal clients – because as we all know – retaining customers is typically a lot more cost effective than going after new ones.  

We recently had the opportunity to sit down with Tom Wroblewski of The Home Depot, where he shared his insights on the complexities of coordinating critical retail teams to deliver to customer expectations in The Home Depot’s Home Services division. Let’s take a closer look at some of the key retail teams he identified, and their roles in creating an exceptional customer journey.

What This Means for the Second Half of 2024

The retail data is showing that consumers have tightened the purse strings, and will likely put off non-essential spending until the big opportunities to make purchases at significant discounts – like Prime Days later this summer, Black Friday, and Cyber Monday. But savvy retailers can still finish 2024 strong by understanding consumer expectations, engaging with customers on a personalized level, and designing great shopping experiences.

How are they doing it? The most successful retail organizations in 2024 have built highly coordinated teams with access to the data they need to make informed decisions and take the appropriate action needed to best serve their customers. Yet, in a recent Harvard Business Review report, 71% of respondents reported that their agents use three or more digital solutions to resolve customer inquiries. Work-Relay offers “one source of truth” when it comes to the coordination of retail operations with its comprehensive, Salesforce-native capabilities. Here’s how Work-Relay can be particularly beneficial:

Process Automation: Work-Relay coordinates and automates repetitive tasks involved in inventory management, order processing, and customer service workflows, ensuring consistency and efficiency.

Workflow Management: It provides a single place within Salesforce to design, execute, and monitor workflows, ensuring that every step of the retail operation is well-coordinated and that tasks are completed in the correct sequence.

Centralized Communication Hub: Work-Relay can serve as a centralized platform where all stakeholders can communicate and collaborate. This reduces the chances of miscommunication and ensures that everyone is on the same page.

Dashboards and Reporting: Work-Relay provides metrics dashboards that offer insights into process and project progress. This helps managers identify bottlenecks and make informed decisions quickly.

Efficient Issue Resolution: Customer service workflows can be streamlined to ensure quick and efficient handling of customer complaints and queries.

ERP Systems: Work-Relay can integrate with existing ERP systems, ensuring seamless data flow and coordination between different aspects of retail operations.

Third-Party Applications: Integration with third-party applications such as supply chain management systems, marketing tools, and CRM software can enhance overall operational efficiency.

Scalability: As the retail business grows, Work-Relay can scale to manage increased complexity in operations without compromising on efficiency or performance.

The Bottom Line

Most retail businesses involve a complex network of key participants, each playing a significant role in the lead-to-delivery process. By understanding the contributions of store associates, field teams, installers, and corporate support teams, businesses can streamline operations and provide customers with a positive and satisfactory experience. By leveraging Work-Relay, retail businesses can achieve better coordination, enhanced efficiency, and improved overall performance in their operations.