{"id":48609,"date":"2021-07-22T10:41:45","date_gmt":"2021-07-22T17:41:45","guid":{"rendered":"\/us\/en\/blog\/?p=48609"},"modified":"2025-07-02T08:43:36","modified_gmt":"2025-07-02T15:43:36","slug":"mobility-momentum-in-retail-how-to-obtain-it-and-articulate-the-value","status":"publish","type":"post","link":"\/us\/en\/blog\/mobility-momentum-in-retail-how-to-obtain-it-and-articulate-the-value\/","title":{"rendered":"Mobility momentum in retail: How to obtain it and articulate the value"},"content":{"rendered":"<p><span style=\"font-weight: 400;\">Companies of all stripes are in the same \u201cshow-the-value\u201d boat when it comes to investing in technology. The window of opportunity to complete technology implementations is small; the opportunity to demonstrate value\u2014even smaller.<\/span><\/p>\n<hr \/>\n<p><span style=\"font-weight: 400;\">\ud83d\udc81\ud83d\uded2\ud83d\udcbb How does deploying cloud communications and contact center solutions drive value for retailers? Grab our customer success metrics datasheet to find out.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">\t<\/p>\n<div class=\"download-form-widget enterprise-download-form\" data-url=\"https:\/\/netstorage.ringcentral.com\/brief\/csm_survey_findings_retail_and_consumer_products.pdf\" data-id=\"69db6b9556f03\" id=\"69db6b9556f03\">\n\t\t<button tabindex=\"on\"  on=\"tap:69db6b9556f03.toggleClass(class='open')\" class=\"open-modal-download-action download-form-button\" type=\"submit\">Get the stats<\/button><\/p>\n<div class=\"download-form-modal\">\n<div class=\"download-form-modal-body\">\n<div class=\"download-form-modal-content\">\n<div class=\"download-form-modal-title\">Dig into the retail-specific details of our recent customer success survey now.<\/div>\n<form class=\"download-form ENTERPRISE\" method=\"post\">\n<div class=\"download-form-part\">\n\t\t\t\t\t\t\t<input class=\"download-form-input\" aria-label=\"Full Name\" aria-required=\"true\" aria-invalid=\"false\" type=\"text\" name=\"fullname\" placeholder=\"Full Name\" data-dl-events-hover=\"true\" data-dl-element=\"text\" data-dl-additional-info=\"enterprise download form\">\n\t\t\t\t\t\t<\/div>\n<div class=\"download-form-part\">\n\t\t\t\t\t\t\t<input class=\"download-form-input\" aria-label=\"Email (please enter a work email address)\" aria-required=\"true\" aria-invalid=\"false\" type=\"email\" autocomplete=\"on\" name=\"email\" placeholder=\"Email (please enter a work email address)\" data-dl-events-hover=\"true\" data-dl-element=\"email\" data-dl-additional-info=\"enterprise download form\">\n\t\t\t\t\t\t<\/div>\n<div>\n\t\t\t\t\t\t\t<input type=\"hidden\" name=\"popup_form\" value=\"1\">\n\t\t\t\t\t\t<\/div>\n<div><input type=\"hidden\" name=\"Asset_ID__c\" value=\"ODAM-02113\" class=\"download-form-input\"><\/div>\n<div>\n\t\t\t\t\t\t\t<input type=\"hidden\" name=\"Lead_Entry_Source__c\" value=\"RC Blog Enterprise\" class=\"download-form-input\"\/>\n\t\t\t\t\t\t<\/div>\n<div class=\"download-form-part\">\n\t\t\t\t\t\t\t<button class=\"download-form-submit\" type=\"submit\" data-dl-element=\"button\" data-no-auto-dl=\"true\" data-dl-additional-info=\"enterprise download form\" data-dl-name=\"Grab the datasheet\">Grab the datasheet<\/button>\n\t\t\t\t\t\t<\/div>\n<\/p><\/form>\n<p> \t\t\t\t\t<button on=\"tap:69db6b9556f03.toggleClass(class='open')\" role=\"button\" tabindex=\"0\"  class=\"download-form-modal-close\"><\/button>\n\t\t\t\t<\/div>\n<div class=\"download-form-modal-thank\"> Enjoy!<\/div>\n<\/p><\/div>\n<\/p><\/div>\n<\/p><\/div>\n<p>\t<\/span><\/p>\n<hr \/>\n<p><span style=\"font-weight: 400;\">That\u2019s especially true as we emerge from the health crisis. Retailers, who must offset losses from the last year and support new delivery models that blur the lines between online and in-person shopping, are under tremendous pressure. Technology\u2014and more specifically, communications technology\u2014plays a critical role in the success of these new channels, enabling many underlying workflows. The right technology is also crucial to retailers\u2019 ability to meet the ever-growing demands of their customers, in order to maintain or improve loyalty and profitability.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">But this brings us back to the conundrum of showing value.<\/span><\/p>\n<h2><b>Leaders in the retail sector report value gains from deploying RingCentral<\/b><\/h2>\n<p><span style=\"font-weight: 400;\">Fortunately, the value of deploying a unified communications solution is demonstrable. For retailers, deploying RingCentral offers significant operational benefits and directly improves the customer experience, a recent customer survey found. Of the 500+ executives and decision-makers in the U.S., U.K., and Canada who participated in our recent <\/span><a href=\"https:\/\/www.ringcentral.com\/customer_success_metrics_survey.html\"><span style=\"font-weight: 400;\">RingCentral customer success survey<\/span><\/a><span style=\"font-weight: 400;\">, leaders in the <\/span><a href=\"https:\/\/netstorage.ringcentral.com\/brief\/csm_survey_findings_retail_and_consumer_products.pdf\"><span style=\"font-weight: 400;\">retail sector reported<\/span><\/a><span style=\"font-weight: 400;\"> the following value gains:<\/span><\/p>\n<h3><b>61% improvement in mobility capabilities in the store<\/b><\/h3>\n<p><span style=\"font-weight: 400;\">Whether it\u2019s on the store floor, a curbside pickup or on the receiving dock or in the inventory room, the ability for retail associates to communicate seamlessly is vital to their ability to deliver fast, helpful service. But communication mobility often falls short, which is why we still end up with queues at customer service and checkout counters.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Store employees need to be on their feet, and they also need to be empowered to help shoppers and fulfill orders from anywhere in the store\u2014and RingCentral allows them to do just that, to the tune of a 61% improvement in employee mobility. By enabling smart phones, multi-modal devices (Zebra, Motorola handheld devices) as well as wireless handsets, employees are equipped to answer customer questions and process and fulfill orders seamlessly and efficiently.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">\t<\/p>\n<div class=\"rc-subscribe\" id=\"new-rc-subscribe\"  style=\"background-image:url('\/us\/en\/blog\/wp-content\/themes\/ringcentral\/assets\/images\/temp\/subscribe.png')\">\n\t\t<button class=\"close js-popup-close\"><svg class=\"icon_close_mobile\" width=\"20\" height=\"20\"><use xlink:href=\"#icon_close_mobile\"><\/use><\/svg><\/button><\/p>\n<div class=\"rc-subscribe__wrapper\">\n<div class=\"rc-subscribe__wrapper_text\">\n<h3 class=\"rc-subscribe__title h2\">Stay informed with RingCentral<\/h3>\n<div class=\"rc-subscribe__subtitle\">Subscribe to our emails for the latest blogs, events, and exclusive content on AI-powered communication solutions. Stay ahead with insights and tips from the leader in trusted AI communications.<\/p>\n<p>\t\t\t\t\t<a href=\"https:\/\/www.ringcentral.com\/legal\/privacy-notice.html\" target=\"_blank\" data-dl-name=\"Privacy Notic\" data-dl-element=\"link\" data-dl-additional-info=\"social\" rel=\"noreferrer noopener\">Privacy Notice<\/a>\n\t\t\t\t<\/div>\n<\/p><\/div>\n<div class=\"rc-subscribe__wrapper_form\">\n<form class=\"\" data-event-init=\"true\" novalidate data-js-form>\n<div class=\"rc-subscribe__row\">\n\t\t\t\t\t\t<input\n\t\t\t\t\t\t\t\tname=\"email\"\n\t\t\t\t\t\t\t\tplaceholder=\"Email address *\"\n\t\t\t\t\t\t\t\ttitle=\"Must be valid email. example@yourdomain.com\"\n\t\t\t\t\t\t\t\tminlength=\"4\"\n\t\t\t\t\t\t\t\tmaxlength=\"255\"\n\t\t\t\t\t\t\t\ttype=\"email\"\n\t\t\t\t\t\t\t\trequired\n\t\t\t\t\t\t\t\tpattern=\"[a-z0-9._%+\\-]+@[a-z0-9.\\-]+\\.[a-z]{2,}$\"\n\t\t\t\t\t\t\t\tclass=\"field__control\"\n\t\t\t\t\t\t\t\tautocomplete=\"on\"\n\t\t\t\t\t\t\t\taria-required=\"true\"\n\t\t\t\t\t\t\t\tdata-dl-events-hover=\"true\"\n\t\t\t\t\t\t\t\tdata-dl-element=\"email\"\n\t\t\t\t\t\t\t\tdata-dl-additional-info=\"LET'S WORK TOGETHER\"\n\t\t\t\t\t\t\t\taria-label=\"Email address *\"\n\t\t\t\t\t\t\t\taria-errormessage=\"email-subscribe-errors\"\n\t\t\t\t\t\t><br \/>\n\t\t\t\t\t\t<span class=\"field__errors\" id=\"email-subscribe-errors\" data-js-form-field-errors><\/span>\n\t\t\t\t\t<\/div>\n<div class=\"rc-subscribe__row\">\n\t\t\t\t\t\t<select\n\t\t\t\t\t\t\t\tname=\"Country__c\"\n\t\t\t\t\t\t\t\trequired\n\t\t\t\t\t\t\t\tclass=\"field__control\"\n\t\t\t\t\t\t\t\taria-required=\"true\"\n\t\t\t\t\t\t\t\taria-expanded=\"false\"\n\t\t\t\t\t\t\t\taria-label=\"Country *\"\n\t\t\t\t\t\t\t\taria-errormessage=\"country-subscribe-errors\"\n\t\t\t\t\t\t><option value=\"\" disabled=\"disabled\" selected=\"selected\">Country<\/option><option value=\"Canada\">Canada<\/option><option value=\"United_States\">United States<\/option><\/select><\/p>\n<p>\t\t\t\t\t\t<span class=\"field__errors\" id=\"country-subscribe-errors\" data-js-form-field-errors><\/span>\n\t\t\t\t\t<\/div>\n<div class=\"rc-subscribe__row\">\n\t\t\t\t\t\t<button type=\"submit\" data-event-init=\"true\">Subscribe<\/button>\n\t\t\t\t\t<\/div>\n<\/p><\/form>\n<\/p><\/div>\n<\/p><\/div>\n<div class=\"confirm-form\" role=\"status\" aria-live=\"polite\" style=\"display: none;\" aria-hidden=\"true\">\n<div class=\"confirm-form__text\">Thank you for your interest in RingCentral<\/div>\n<\/p><\/div>\n<\/p><\/div>\n<p>\t<\/span><\/p>\n<h3><b>CSAT improvement of 59%<\/b><\/h3>\n<p><span style=\"font-weight: 400;\">Eliminating barriers to employees\u2019 ability to serve customers doesn\u2019t only improve productivity and sales volumes\u2014it also enables faster and more helpful customer experiences.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">For example, one of RingCentral\u2019s features is an availability indicator that allows an associate to virtually locate another associate in order to request assistance at the curb or to check on inventory. This reduces waiting time and frustration for the customer, and is just one example of how the operational improvements seen from RingCentral draw a direct line to improved customer satisfaction.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">According to Dwight Moore, AVP Solutions Marketing at RingCentral:<\/span><\/p>\n<blockquote class=\"quote\"><p><span style=\"font-weight: 400;\">Lack of employee mobility and easy access to resources and information are often the Achilles heel of modern retailing. RingCentral\u2019s best-in-class solutions for communications and contact center are vital for retailers to drive higher levels of customer satisfaction and business value.<\/span><\/p><\/blockquote>\n<h2><b>Success by focusing on customer experience<\/b><\/h2>\n<p><span style=\"font-weight: 400;\">Waitrose, a leading UK retailer and RingCentral customer, has become one of the most successful supermarket chains\u2014operating more than 300 stores throughout England, Scotland, and Wales\u2014in large part by focusing on its customer experience. Among its many high-profile awards for customer satisfaction, Waitrose has been named \u201cBest Supermarket of 2020\u201d\u00a0 by the UK consumer publication,<\/span><span style=\"font-weight: 400;\"> Which?<\/span><\/p>\n<p><span style=\"font-weight: 400;\">\u201cIn today\u2019s competitive retail environment, you can\u2019t maintain a highly successful chain of stores without outstanding service. With that in mind, you can guess Waitrose &amp; Partners\u2019 top priority,\u201d said Matt Doughty, Customer Service Team Manager at Waitrose.<\/span><\/p>\n<h3><b>35% faster workflows between store and customer engagement teams<\/b><\/h3>\n<p><span style=\"font-weight: 400;\">The end-goal of BOPIS (buy online, pickup in-store) and other new delivery models is seamless simplicity for customers. But these channels are complicated to manage on the back end. Workflows are being upended\u2014and a retailer\u2019s ability to deliver hinges upon their underlying capabilities for sharing information and connecting all of the processes and individuals involved. To that end, RingCentral customers report 35% faster workflows between store and customer engagement teams and a 17% improvement in cross-floor and cross-store knowledge sharing.<\/span><\/p>\n<h3><b>25% improvement in the time to deploy integrations<\/b><\/h3>\n<p><span style=\"font-weight: 400;\">Although improving communications capabilities provides measurable improvements, technology deployment is often a barrier\u2014especially because it has historically taken place in the store environment. Installing and replacing hardware, training\u2014these take time and can require a pause in sales and operations. Not only is that unaffordable in this climate, it also hinders early returns and delays the time to value.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">On the flip side, the faster and more easily a retailer can deploy an integrated solution, the sooner they\u2019ll benefit from its improvements. RingCentral customers report a 25% improvement in their ability to deploy an integrated communications platform\u2014which means they start seeing the improvements from our solution even faster.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">\t\t\t<\/p>\n<div class=\"rc-bottom-cta rc-bottom-cta__landscape\" style=\"background-color:#FF8800;flex-direction: row-reverse;\">\n<div class=\"bottom-cta-img\">\n\t\t\t\t\t<img decoding=\"async\" width=\"930\" height=\"700\" src=\"\/us\/en\/blog\/wp-content\/uploads\/2021\/10\/retail-customer-success-metrics.png\" class=\"responsive-image\" alt=\"This is only ...\" \/>\t\t\t\t<\/div>\n<div class=\"bottom-cta-copy\">\n<div class=\"rc-bottom-cta__text\" style=\"color:ffffff;\">\n<h3\n\t\t\t\t\t\t\t\tclass=\"rc-bottom-cta__title headline-copy\"\n\t\t\t\t\t\t\t\tstyle=\"\"\n\t\t\t\t\t\t>This is only part of the story. Get all the key details here<\/h3>\n<\/p><\/div>\n<div class=\"rc-bottom-cta__btn-wrapper\" style=\"\">\n\t\t\t\t\t\t<a\n\t\t\t\t\t\t\t\tclass=\"btn btn-primary btn-lg rc-bottom-cta__link\"\n\t\t\t\t\t\t\t\ttitle=\" Get the stats\"\n\t\t\t\t\t\t\t\thref=\"https:\/\/www.ringcentral.com\/customer_success_metrics_survey.html\"\n\t\t\t\t\t\t\t\tdata-dl-name=\" Get the stats\"\n\t\t\t\t\t\t\t\tdata-dl-element=\"button\"\n\t\t\t\t\t\t\t\tdata-dl-additional-info=\"bottom cta banner\"\n\t\t\t\t\t\t\t\tdata-no-auto-dl=\"true\"\n\t\t\t\t\t\t\t\tstyle=\"\"\n\t\t\t\t\t\t\t\tonmouseover=\"\"\n\t\t\t\t\t\t\t\tonmouseout=\"this.style.backgroundColor='';this.style.borderColor='';this.style.color='';\"\n\t\t\t\t\t\t> Get the stats<\/a>\n\t\t\t\t\t<\/div>\n<\/p><\/div>\n<\/p><\/div>\n<p>\t<\/span><\/p>\n<h2><b>A closer look at the RingCentral advantage<\/b><\/h2>\n<p><span style=\"font-weight: 400;\">With results that encompass 18 key business metrics, there\u2019s much more to unpack from our customer success survey. In this<\/span><a href=\"https:\/\/www.ringcentral.com\/customer_success_metrics_survey.html\"><span style=\"font-weight: 400;\"> #CustomerSuccess blog series<\/span><\/a><span style=\"font-weight: 400;\">, we take a closer look at the RingCentral advantage as illustrated by the survey results and explore some of the specific improvements seen across key business segments and within industry vertical markets.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Download the new <\/span><a href=\"https:\/\/netstorage.ringcentral.com\/brief\/csm_survey_findings_retail_and_consumer_products.pdf\"><span style=\"font-weight: 400;\">RingCentral Customer Success Survey datasheet<\/span><\/a><span style=\"font-weight: 400;\"> to learn more about the retail results\u2014and book a demo now to get one step closer to seeing these improvements within your own organization.<\/span><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Companies of all stripes are in the same \u201cshow-the-value\u201d boat when it comes to investing in technology. The window of opportunity to complete technology implementations is small; the opportunity to demonstrate value\u2014even smaller. \ud83d\udc81\ud83d\uded2\ud83d\udcbb How does deploying cloud communications and contact center solutions drive value for retailers? Grab our customer success metrics datasheet to find &#8230;<\/p>\n","protected":false},"author":29,"featured_media":48612,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[4],"tags":[5105,37760],"class_list":["post-48609","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-customer-experience","tag-retail","tag-ringcentral-customer-success-metrics-survey"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v19.3 (Yoast SEO v27.2) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>Mobility momentum in retail: How to obtain it and articulate the value | RingCentral Blog<\/title>\n<meta name=\"description\" content=\"For retailers, deploying RingCentral offers significant operational benefits and directly improves the customer experience, a recent customer survey found.\" \/>\n<meta name=\"robots\" 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