We
were recently invited along to K3’s annual retail conference to discover how
Microsoft Dynamics, K3 and partners are using the latest technological
developments in the retail sector. The event focused on how the customer’s
experience should be at the centre of a retail business and how this can be
accomplished through the latest Microsoft Dynamics technology and a
personalised experience from the store staff.
Changes
in shopping trends
Mary
Portas, a well-known retail consultant, was on hand to give her views on how
she sees retail developing in the near future. She believes that we are
currently in a redefining period and the manner in which customers buy items
has altered significantly. Internet trading is becoming stronger, with online
sales anticipated to increase by 18.4% in 2015, whereas sales from shops are
anticipated to lower by 1.4% (econsultancy.com).
Developments
in e-commerce are providing customers with an enhanced understanding of the
items they are purchasing, with 3600 angles, catwalk demos, access to stock
information, and the ability to see reviews via social media and apps. In
addition, Mary noted that retailers are carefully considering the retail experience.
She used Apple’s Genius Bars as well as coffee lounges in White Stuff as
examples of shops that form an emotional link between the customer and product.
Mary
believes that retail stores will change and they will increasingly become used
as:
• Centres for picking up goods from
online shopping
• Community/social areas
• Showrooms
In
addition, the sales assistant’s duties have altered drastically as advisors
assume the responsibility of brand representatives with advanced awareness of
products and brand. In view of each of
these developments, her main emphasis was that the consumer experience needs to
be the central priority for any retail business which wants to thrive.
How
will Dynamics support this?
The
head of K3 Multichannel Retail, Max Way demo’d the Microsoft Dynamics AX POS
solution, showing the way stores now have the ability to offer customers a huge
range of selections and options when making a purchase. To quote Microsoft,
‘This is where point of sale (POS) can become point of service’. Sales
assistants can make use of tablets with Microsoft Dynamics AX to offer the
client the following:
• Detailed item specifics
• Illustrations of items purchased by
other consumers
• Items which match the product they
are purchasing
• Consumer’s order background via a
CRM system
Consumers
will be able to comfortably create a wish list at home on their personal tablet
or mobile. This will connect wirelessly to the tablet of the sales assistant at
the shop so that when the customer visits, the assistant is then able to easily
find the products, making the whole sales procedure faster.
Sales
assistants can have other branches’ stock databases on the tablet, to inform
consumers about availability of stock. This can then be portrayed in form of a
map, indicating the nearest shops, which again improves the retail experience
of the consumer.
Another
enhancement is that goods can be paid for using a tool attached to the tablet
and the receipt can be emailed to the consumer. This eliminates queuing and is
a chance for businesses to obtain information on their customers which can then
be used for marketing or analysis.
As
the retail industry is developing, consumers are demanding more in terms of
customer service, speed, convenience and overall retail experience. The K3 conference clearly showed how
Microsoft Dynamics AX, CRM and NAV are supporting shops in staying at the
forefront of the latest retail trends, providing the consumer with the best
experience, and making sure that they remain satisfied and devoted by their
favourite brands.
How would you like to develop your career in retail? We have access to many Microsoft Dynamics jobs in the retail sector, get in touch to find out more!
Tel: 0203 587 7772EU Toll-Free: 00800 4433 2929
Cognitive Group are specialists in Microsoft Dynamics jobs and recruitment with a focus on Microsoft Dynamics AX, Microsoft Dynamics CRM and other roles in the Microsoft Stack. Get in touch!
