Monsoon Acccessorize is piloting new technology that enables customers to see and buy its full range through in-store iPads.
Staff at Monsoon’s Victoria Street, London, store are using tablet computers loaded with the Monsoon Accessorize Extended (MAX) technology to show shoppers the extended product range, locate stock, whether it’s in the same shop, another store or in the ecommerce distribution centre, and complete the transaction.
“This project is about personalising the experience across channels using a more joined-up approach,” said Pete Byrne, head of IT at Monsoon. “Our store staff will have the capability to gain a clear view of stock levels across the business, which enables them to be more responsive to customer queries and go that extra mile, delivering value-added services such as personal shopping to loyal customers. It also increases revenues by incentivising staff, as sales are made and recognised on an individual store basis.”
The multichannel fashion retailer is the first in the UK to test the bespoke solution based on Micros Retail Assistant, which integrates with the store point-of-sale to enable transactions to be completed using a wireless Chip and Pin device. Stock checker functionality means staff can quickly find out if an item is in stock and available to buy in the same store. If not, they can place an order with a convenient store for collection or for home delivery from the warehouse. The order can also be combined with other purchases, and paying for all at once. Staff can also use the iPads to check stock in the shop for customers in the changing room.
Monsoon plans to launch the service in nine more shops in March. If the trial is successful against measures that include boosting average transaction values, it will later roll out across the UK estate.
Byrne said: “We want to ensure that our customers get a consistent experience across all channels. This system provides a true multichannel environment whereby a sale can be completed then and there, even when the physical product is not available.
“Staff can now maximise every sales opportunity. Our staff are telling us that the application is already invaluable, and it’s easy to use with little training required. Once they get hold of it, they generally want to use it all the time. They also love it because the multichannel orders that they create in-store are credited to them and their store.”
He added, “It’s still early days but from what we’ve experienced so far we have high expectations for the future. Once the roll-out across our retail estate has been complete we will look to extend the offering with the free movement of stock across the retail estate, based on a single stock pool model.”
Spencer McKelvey, sales director at Micros, said: “Providing customers with a seamless and personal shopping experience across any channel is one of retail’s great goals right now and it’s very much part of the Micros vision. This is why we created The Hub, a central integration system, which connects online and in-store operations, and Micros Retail Assistant, which puts the benefits of that multi-channel integration into the hands of customer-facing sales assistants.”
