Luxury fashion retailer Neiman Marcus (NMG) and Theatro, the pioneer of voice-controlled wearables for retail employees, announced the rollout of the innovative voice-controlled wearables as a service to several of the Neiman Marcus Last Call locations.
The Theatro service enables Neiman Marcus Last Call to streamline operations, heighten customer service, and improve staff efficiency in its stores. The announcement was made during National Retail Federation (NRF) annual Big Show, January 15-17, 2017, at Jacob K. Javits Convention Center, New York City, where Theatro is exhibiting in booth #248.
Understanding that efficient communication is critical to consistent retail operational execution, Neiman Marcus Last Call was presented with a solution to streamline communications across the organization, improve day-to-day in-store operational execution and foster teamwork.
“Using the Theatro system has allowed us to increase our in store productivity and execution,” said Kristi Allison, Vice President of Last Call Stores. “The solution has significantly streamlined store communication and improved our customer service. In addition to reducing time spent communicating between associates, we are also using the solution to improve the in store experience for customers by locating desired product quickly and efficiently.”
“Theatro is honored to be chosen by Neiman Marcus to improve customer experience and drive operational excellence in-stores,” said Chris Todd, CEO of Theatro. “Customer expectations of retail stores are changing rapidly. Shoppers today expect an engaging environment, knowledgeable associates, and quick, convenient service. In conjunction with Theatro, Neiman Marcus is able to fulfill its commitment to empower their employees with real-time knowledge to meet, and exceed, customer service expectations gives them a competitive advantage with today’s technology-enabled consumer.”
Theatro, based in Dallas Texas, brings the advantages of IoT wearables and new workforce optimized apps together in a SaaS offering to provide companies in retail, hospitality and manufacturing with unique mobile solutions for hourly employees. Theatro’s innovative retail communications and management solution, delivered over in-store Wi-Fi to hourly associates, is the perfect solution for the on-the-move workforce. Using IoT wearables that are voice-controlled, Theatro users do not have to look at a screen to access information and therefore can stay focused on the customer or the task at hand. Theatro’s solution provides management unprecedented analytical insights to increase sales associate productivity, conversion rates and store profitability while enabling employee access to the information they need to provide new levels of customer service.
About Neiman Marcus Group
Neiman Marcus Group LTD LLC is a luxury, multi-branded, omni-channel fashion retailer conducting integrated store and online operations under the Neiman Marcus, Bergdorf Goodman, Last Call, Horchow, CUSP, and mytheresa brand names. For more information, visit www.neimanmarcusgroup.com.
Monday, 27 August 2018 10:17
Total Wine & More has upgraded from walkie-talkies to Theatro, a voice-controlled mobile app platform, to improve the efficiency of its associates. The solution has been adopted at more than 190 stores in 23 states, giving employees a hands-free way to communicate with each other.
“The two-way radios served us well but did not provide much opportunity to work smarter,” said Troy Rice, Chief Store Officer at Total Wine & More in an interview with Retail TouchPoints. “As we scale, we want to arm our teams with tools they need to be the best service team in retail and deliver a best-in-class experience to our guests.”
The tool also will help Total Wine associates find out where they are needed, quickly and efficiently. For instance, team members can deliver a “Register Backup” command that automatically alerts all eligible associates that additional help is needed.
“The most available team member responds with ‘copy that,’ which alerts the requestor that they are on their way and also closes the loop with everyone receiving the request so they know someone has filled the request,” said Rice. “This closed loop function also creates urgency and friendly competition, which we’ve seen increases our speed of service and ultimately decreases customer wait time.”
Product information also will be more readily available: The retailer’s daily “huddle” — when associates are told about new product arrivals, in-store events and promotions — can now be relayed to all associates regardless of their starting time. Total Wine also plans to develop a voice-activated library for on-demand product training.
In addition to letting in-store associates communicate with shoppers and each other, the solution will be integrated with other internal IT systems to better connect staff across locations, according to Rice. The retailer’s upper-level managers will be able to communicate with employees at individual stores, improving morale by commending them for a job well done.
“This is a differentiator for us,” said Rice. “We are working very hard to be an innovator and technology-forward retailer. Theatro will help us with recruiting from this aspect and with retention as our field leaders use it to drive engagement. There’s nothing more powerful than a timely message from your district manager or regional VP congratulating you or your team on a major sales weekend or big win.”