Being a Service Delivery Partner in Retail.
Audio Blog Version:
Introduction
In the previous blog we talked about services in general and how important it is to choose the services provider to ensure the success of delivering technology focused projects and programmes.
This is never more critical than it is in the Retail Sector. Retail is a 24-7 sector where not getting a project right first time can cost the retailer more money than the cost of the project itself because of the potential risk of lost sales and/or increased costs.
Advancement in digital technology is transforming retail at a significant pace and is further adding to the projects that need to be delivered. This means that retailers have to keep a pace of the change. To achieve this retailers, need to ensure their approach to service delivery of technology is efficient and as smooth as possible.
So, what do we need to consider to deliver services successfully in the Retail Sector?
The chances are that to deliver these projects a significant part of the team will be external and you will be looking to work with a service delivery organisation that has the expertise and has delivered in the retail sector many times. There will be many things you need to consider to choose the right service delivery partner
What impacts the Services Delivery partner you choose?
- Expertise in the Retail Sector – They must have delivered successful projects in this sector, both large and small, domestically and where relevant internationally.
- One solution will not fit all – They must understand how to optimise as well as renew legacy infrastructure as well as design and deliver solutions that aligns to a retailer’s processes, be that front office, back office as well as supply chain.
- Technology and Business Advisory – retailers want the best advice so being able to demonstrate your knowledge in retail is key. Sector experience is key for successful implementations. E.g., Imagine that you have to implement in a number of countries and in one country you did not know the compliance rules that may apply, and you get it wrong !!
- One stop shop approach – Retailers will want, where possible to work with a services organisation that essentially can provide a one stop shop approach to enable quick and smooth delivery as well as avoiding risk. A one stop shop approach means you will not have to look for other suppliers, thus saving time and reducing costs.
- Comprehensive implementation skills -They must be able to offer a wide range of technical services and comprehensive implementation services.
- Experience , experience, experience – One of the key thing’s retailers will be looking for in a supplier is experience and lots of it. Whether that is working on existing stores, existing systems, new store rollouts or new systems rollouts the experience must be there. This knowledge needs to be there at every stage of a project.
- Project management – They must offer full delivery support in managing opening or re-modelling projects.
- Extensive knowledge of IT infrastructure – They must know how to implement and integrate systems and equipment so that they work efficiently and effectively.
- Training – One of the areas that many service providers don’t focus on is training the retailer’s staff. This is key. The service provider must be able to train the retailer’s employees in the operation and maintenance of the IT infrastructure which has been implemented. They must be able to provide manuals with instructions for the systems and devices installed and implemented.
- Nationwide coverage – Coverage is key. Nationwide service coverage is a must, regardless of the number and size of retail network.
- Support and Coverage – The nature of retail demands 24-7-365 coverage be that for break-fix services, field services and other service and managed services options to this always-on Sector
- Dedicated teams – Retailers prefer to work with providers that, over time, build a dedicated team for them . This is great for the service provider as well as it provides longevity and stickiness
- Specialist Services – Retailers will always be looking for specialist services to enhance their operations as well as optimising sales. Having or having access to skills such as security, AI, display solutions, analytics to name a few will stand you in good stead for future revenue streams,
- Flexibility and Skills Gaps – Retailers will be looking for provider to be flexible as well as help fill skills gaps.
Above are just some of the things that you need to look for in a service provider if you are looking for a retail specialist. However, what could set them apart from a decent bunch of providers would be when they can also provide the following
Advanced ITSM system
ITSM system manages the service, which allows for complete control of the service delivery process, especially in dispersed locations.
Immediate response
Respond to requests immediately by sending our experienced service technicians to the request and where possible resolving failures and outages remotely.
Mobile Service Desk
High quality professional services, managed real time via Mobile Service Desk.
With retail come the need to be even more of a specialist so as a service provider you need to really be able to get under the skin of retail. If you don’t know some of the following areas you could come unstuck so make sure you speak to the experts in Retail at TD Synnex to support you on your journey to being the right specialist
Areas you need to be a specialist in include
- Retail Store opening
- POS & store management systems
- Payments solutions
- Fiscal Printers & tax reconciliation systems for local markets
- Ecommerce, PIM & Marketplace integration
- Omnichannel Devices & hardware
- Software and API Development and Integration
- Software and Ecosystems
- Fulfilment
- Supply Chain
Conclusion
Retail is a fast-moving sector that requires their service providers to have extensive retail service delivery expertise. TD Synnex can support you on your journey to being that expert in Retail Service Delivery