How Retail Device, Printer and Label Management Integration is Transforming the T&L Sector

Demand for Transparency in the Supply Chain 

The in-store experience is so poor that 40% of global consumers report ordering goods from devices within the store, only to discover minutes later at the checkout that the items are unavailable.  

91% of global consumers state they have used in-store tech, but over two thirds globally (69%) state there are often not enough staff around in store to help when issues occur with the self-serve devices. This leaves customers frustrated with wasting the time needed to queue up again to purchase items. Or worse – they leave empty handed and shop elsewhere.  

According to the report, 74% of global consumers expect to know where their order is during the entire delivery process. This underscores the need for effective transparency and communication in the supply chain to the customer, from receiving the order right through to the receipt of goods in the customers’ hands.  

From a logistics standpoint, having a comprehensive view of an entire fleet of mobile devices in warehouses and in drivers’ hands helps to uncover any potential issues that could occur. Delays, connectivity issues and device issues can impact the delivery process and timing anticipated by the customer. This is needed to keep the whole chain moving and to keep the customer updated, and this is where our global Enterprise Mobility Management (EMM) partner SOTI can help. 

SOTI provides operational visibility into the company's mobile device fleet. SOTI also identifies if the issue is due to poor signal strength, low device battery, application usage, and more – all 100% remotely and in real time. If the issue is isolated to a particular device and vehicle, or an entire area, the update needed (whether firmware or software) can be completed in minutes.  

The importance of these factors in keeping the supply chain moving is key – identifying the issue is often the hardest part, and if you can resolve it in minutes, you are avoiding many impeding factors impacting customer loyalty. A missed or incorrect update can have significant consequences across groups of people. 

“With Business Intelligence solutions like in *SOTI XSight Live View, all devices are monitored simultaneously, rather than just identifying problems as they occur. Essentially, you get a comprehensive view of the entire mobile operation and can visualize both operations and the supply chain in real-time, thus detecting operational issues immediately. If the app identifies a specific pattern or anomaly, proactive measures can be taken to identify and prevent the problem from affecting driver productivity and ongoing delivery schedules,” states Stefan Spendrup, VP of Sales in Northern and Western Europe at SOTI.  

Less Loyalty, More Expectations 

Consumers today are not particularly loyal in part due to the expanse of choices available to them. Also due to social media, there is no hiding from a poor experience, and ratings go far in the buyer choice of where to purchase. So, it is no surprise customers don’t hesitate to switch to another retailer to receive better service. 62% of consumers stated that they would shop with a brand who can deliver goods the fastest. And with the wave of international logistics issues over the past few years across borders, 49% state they are less likely to order an item that requires overseas shipping than one year ago. 

“Fast, smooth, and seamless transportation and logistics are without a doubt a very important competitive advantage. Transparency in the supply chain is critical for today’s savvy consumer as well as flexible return options, again offering full visibility into where the goods are in the process and when the refund will be processed. This cannot be separated from the retailer experience – customers see this as part of the retailer brand experience and not just with the T&L outsourced partner.” Dan Quagliana – VP Product, at BarTender. 

Reverse Logistics Enablement 

Navigating the reverse supply chain is complex – it is not as simple as turning back the order process. There are many different steps to follow and regulations to comply with. Tracking of orders, receipts and collection all need to be visible, and the data from this end-to-end process needs to be monitored and stored for auditing purposes.  

Mobilizing delivery drivers ensures deliveries reach their destination quickly and efficiently – as well as those drivers collecting return parcels. Exceeding customer expectations with on-demand printing and real-time delivery details is key to providing a fast and efficient service in line with the increasing expectations of today’s consumers – not just in the last mile but throughout the entire order fulfilment process, including returns.  

“BarTender makes it easy for consumers and suppliers to stay connected to their returns using standardized label templates that delivery drivers, warehouse operatives can all effortlessly print and ship when needed. This eliminates the stress around damaged or lost labels. Our global partnership with SOTI ensures the BarTender team can stay focused on  labeling optimization and efficiency while the printers they rely on are managed and operational 24/7 with SOTI Connect.” Dan Quagliana – VP Product, at BarTender. 

Conclusion 

The customer goals of retail and T&L are clear, but the processes are complex and becoming more and more complicated with the misuse and mismanagement of devices throughout the entire supply chain. Partnering with experts such as SOTI and BarTender eliminates many of the highlighted pitfalls and ensures a smoother experience for customers to maintain productivity in the workplace, keeping the wheels of the T&L sector moving. 

Download SOTI’s report Techspectations: Consumer Demand for Digital Transformation in Retail here.