TECHNOLOGY

GameStop steps up its store communications, operational execution

BY Marianne Wilson

GameStop has deployed an intuitive, cloud solution designed specifically for retail to effectively manage and execute store tasks and communications.

GameStop has implemented Opterus’ Store Ops-Center solution across its more than 4,000 U.S. store locations. The retailer is also looking into expanding use of the solution to its stores in Canada, Australia and potentially Europe.

Previously, GameStop used a simple, plain text POS email solution in combination with a Microsoft SharePoint site. But the retailer wanted a nimbler solution that could provide more enhanced store communications, task management, and content including visual UI, reporting and metrics. After reviewing available options, GameStop selected the Opterus tool.

Since the initial implementation of Store Ops-Center in 2017, GameStop has recognized seen a number of benefits. The licensing model from Opterus has enabled the retailer with an individual account model that can flex with the business growth without massive cost swings typically experienced in the retail segment. Also, the communication lines between headquarters and its stores have become extremely targeted to ensure messages reach each impacted individual on our front line of sales.

Additional benefits of the solution include:

• Reduced time of task management: Sending tasks to all of its stores has been reduced from an effort that previously took hours, down to mere minutes.

• Enhanced reporting: GameStop now has the ability to more easily and quickly report on nationwide progress to system and content administrators, without the need to involve the business intelligence team.

• Improved task execution oversite: GameStop’s field managers can more quickly attend to store tasks, removing the previously used “post-it” approach for reminders with the Opterus option for traceable, actionable items.

“The benefits we have experienced since working with Opterus have stretched beyond these metrics to a more qualitative offering, including a leadership team that is accessible, transparent and responsive, a rare find with today’s technology vendors,” said Mark Quall, senior director store process and workforce management, GameStop. “What’s more, Opterus’ roadmap reflects solutions that directly address customer pain points. We were amazed by the ability of Opterus to incorporate a key new feature needed by GameStop into their existing roadmap at very little cost and time.”

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TECHNOLOGY

Fast-growing outdoor brand launches new digital store in the cloud

BY Marianne Wilson

Yeti has launched a new unified shopping experience.

The Austin, Texas-based brand, best known for its premium coolers, has unified commerce with sales, service and marketing on Salesforce, in partnership with OSF Commerce, to drive more personalized, omnichannel customer journeys. Central to Yeti’s success has been its ability to consistently deliver highly personalized customer experiences — even as it has expanded to millions of consumers and thousands of retailers.

As the company has experienced rapid growth, it has been able to manage its B2C and B2B customer relationships at scale using Salesforce Sales Cloud, Service Cloud, Marketing Cloud and Community Cloud. Now, Yeti is managing the entire customer lifecycle on Salesforce. The company engaged OSF Commerce to implement OSF UnifyCOMMERCE, connecting Commerce Cloud and Service Cloud to provide customers with exceptional customer service and seamless digital shopping experiences, on any device.

Through Commerce Cloud and Salesforce Einstein artificial intelligence, Yeti shoppers will now receive unique content, campaigns, offers and recommendations based on information such as past purchases, geographic regions and even their favorite outdoor adventures. Additionally, customers can now design their own custom orders, mix and match drinkware and more — all without having to leave Yeti’s site.

“Yeti’s core values include being authentic, innovating with our brands and products, being responsive and going the extra mile,” said Matt Reintjes, CEO, Yeti. “Salesforce enables us to deliver on those values and grow our business knowing that we’re always ready for the next adventure. We’re thrilled to launch our new digital store on Commerce Cloud and continue reinventing how we engage with our customers.”

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Amazon Prime gets price hike

BY Marianne Wilson

Amazon is raising the monthly membership fee for its fast shipping and media-streaming service.

The online giant had raised Amazon Prime’s monthly membership fee from $10.99 per month to $12.99 per month. (The student rate has risen from $5.49 per month to $6.49.) But the cost remains unchanged at $99 for customers who pay for Prime on an annual basis ($49 for students).

The monthly increase is immediate for new members. It goes into effect for existing monthly Prime subscribers after Feb. 18.

Amazon introduced the monthly subscription plan for Prime in 2016 as a way to attract new members, including lower-income ones, who weren’t interested in joining up and paying for an entire year.

Amazon has historically not revealed the number of Prime members. In October, Consumer Intelligence Research Partners estimated that Amazon had 90 million Prime members.

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