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Excellence in Omnichannel Customer Experience: A Retail Success Story

Mike Marks November 16, 2017
To transform customer and employee experience in its network of stores, UK retailer Travis Perkins plc turns to Aternity

Omnichannel Retail

Is it just me? Or did the holiday shopping period start even earlier this year? Holiday commercials arrived on TV weeks before we even started to carve pumpkins for Halloween. Retailers are focusing, as usual, on providing an omnichannel customer experience. Their goal is to present a high quality user experience with their brand, no matter how customers engage with them.

To deliver an omnichannel customer experience, retailers aim to seamlessly integrate all available shopping channels. These include catalogs, TV, radio, brick and mortar stores, contact centers, the Internet, mobile, and social media. This integration supports customers as they move through the buying cycle, from discovery to trial, purchase, pick-up, and, in some cases, returns.

Doing so is easier said than done. But leading retailers are making it happen. Just look at Travis Perkins plc, the UK’s largest supplier of materials to the building, construction, and home improvement markets. With the help of Aternity, Travis Perkins plc is executing on a successful omnichannel customer experience.

Delivering an omnichannel customer experience requires monitoring end user experience

Seamless integration of customer shopping channels requires IT investments in a variety of areas—mobile, security, social media, analytics, etc. But it’s clear that a marketer’s focus on omnichannel customer experience must go hand-in-hand with an IT focus on end user experience.

Aternity End User Experience Monitoring
Aternity monitors end user experience for any type of enterprise app running on laptops, PCs, VDI, or mobile devices

To facilitate this type of customer experience, IT must take a user-centric approach to end user experience management. Just as the customer is at the center of omnichannel retailing, the end user must be at the center of the performance monitoring strategy.

This requires the ability to ensure excellent end user experience for all of the applications and any of the devices on which a customer relies for their purchase decision. Web and mobile are just a start. End user experience monitoring must also extend to the point-of-sale (POS) applications at kiosks and at registers in the stores and customer relationship management (CRM) apps used in contact centers.

Ensuring a success digital workplace strategy

Travis PerkinsYou can read the full Travis Perkins plc success story on the web, so I’ll just summarize some of the key points here.

The IT team at Travis Perkins is executing a digital strategy that will not only improve internal productivity, but also provide the best possible customer service for its colleagues. IT is focused on delivering an excellent omnichannel customer experience for the business critical applications used by both customers and the workforce throughout their 2,000 location presence in the UK.

Like many IT organizations, the separate IT teams had purchased a variety of domain specific monitoring tools to look at the portion of the infrastructure under their responsibility. But they recognized that they lacked visibility into the actual end user experience of the workforce, as colleagues interacted with customers in the design centers or in the store check-out lines.

IT knew that measuring infrastructure up-time is necessary, but not sufficient, for delivering an excellent end user experience. As Phil Wood, Head of Service Operations, said, “You can have all the technology working, but if the customer is not having a good experience, that’s where you start to lose sales and start to lose confidence in your brand.”

Watch this short video to see how Travis Perkins uses Aternity:

Aternity addresses key End User Experience Management use cases for retailers

As the Travis Perkins video case study illustrates, Aternity addresses some key End User Experience Management use cases. You can see exactly how to use Aternity in these scenarios by clicking on the respective use case.

See the graphic below for an illustration of how other companies in retail and packaged goods have used Aternity to address their critical use cases.

End User Experience Monitoring use cases
Aternity addresses key use cases for retail and consumer packaged goods

Begin your path to delivering an excellent omnichannel customer experience today!

Aternity Free TrialIf you’re ready to take the next step on your omnichannel customer experience, you can try Aternity End User Experience Monitoring for yourself.

With millions of endpoints managed in our SaaS environment, Aternity enables customers to get up and running fast, with no major capital investment, hardware provisioning, or server deployment. Start your free trial today to see how you can improve the end user experience of your digital workforce.

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Travis Perkins customer story

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