OPERATIONS

Mall of America unifies consumer communication channels with online portal

BY Staff Writer

New York — Mall of America unveiled an “Enhanced Service Portal” designed to improve the digital and physical shopping experience by integrating all the communication channels through which consumers contact the shopping center into a unified service.

All requests and questions received through primary communication channels available to Mall of America consumers will be routed via the new portal, which is called ESP. ESP brings together the Mall of America website; social media channels; telephone, text and dispatch teams; guest services and security into a newly designed space that will allow the ESP team members to actively listen to consumers and retailers and promptly respond to them.

“The Enhanced Service Portal will strengthen the connection between guests, retailers and Mall of America by making shopping experiences easier than ever before,” said Maureen Bausch, Mall of America executive VP of business development. “Our priority is to provide superior guest service to everyone who visits Mall of America, and our new Enhanced Service Portal exemplifies this effort in a way that no other mall in the country can match.”

Consumers can interact with the ESP team before arriving at Mall of America to get driving directions and information about parking or events. ESP can also help consumers with anything from basic requests, such as bag checks and information about specific retailers, to more personalized needs, such as dining and shopping recommendations.

The full suite of ESP services will, in time, include concierges who can meet with consumers in person, as needed.

ESP was piloted in September and October and launches now ahead of the holiday shopping season.

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Accellos acquires PROFITsystems

BY Staff Writer

Colorado Springs, Colo. — Accellos, a provider of supply chain execution software solutions, announced its acquisition of PROFITsystems, a provider of software as a service (SaaS) solutions for small and medium sized home goods retailers.

"Distribution, logistics, and transportation are critically important to home goods retailers," said Michael Cornell, CEO, Accellos. "Supply chain costs are significant when managing furniture and other home goods products. Accellos expertise in supply chain management, combined with PROFITsystems expertise in maximizing store operations, creates a compelling combination for any home goods retailer."

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Staples Advantage launches mobile app for businesses

BY CSA STAFF

Staples Advantage, the business-to-business division of Staples, has launched a new mobile app that lets clients order anything they need for their businesses from wherever they are.

The new app is available for iOS and Android. Consumer feedback was taken into account in the app’s development.

Users can search, shop and ship on-the-go, create shopping lists of frequently purchased items for smoother reordering, scan to automatically replenish supplies, utilize one-click order approval and view order status and package tracking.

“Today’s business environment demands efficiency — and that extends beyond just choosing the right products and services. It applies to how those items are purchased as well,” said Sadaf Kazmi, director, B2B e-commerce, Staples Advantage. “The new Staples Advantage mobile app makes it easy for facility managers, office managers and procurement officers to find and order what they need quickly, increasing their efficiency, so they can make more happen with their business.”

To create a seamless ordering experience, Staples Advantage app users log in with the same credentials they use on the desktop ordering site to access all essential account information in one place. The app syncs everything from the desktop site, including orders awaiting approval to items ready for purchase in the shopping cart to a user’s purchase history.

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