Mulesoft Case Studies Delivering digital transformation in brick-and-mortar retail

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	Delivering digital transformation in brick-and-mortar retail Mulesoft

Delivering digital transformation in brick-and-mortar retail

Mulesoft

Technology Category	Application Infrastructure & Middleware - API Integration & Management Platform as a Service (PaaS) - Application Development Platforms
Applicable Industries	Retail
Applicable Functions	Sales & Marketing
Use Cases	Retail Store Automation Supply Chain Visibility
Services	Software Design & Engineering Services System Integration
Challenge	Dixons Carphone, a leading specialist electrical and telecommunications retailer in Europe, faced the challenge of differentiating its in-store customer experience to compete against e-commerce vendors. The company aimed to drive consistent sales execution and gain deeper insight into sales and colleague performance. It also sought to optimize the customer buying journey and remove friction due to manual processes. The challenge was compounded by the expansion of Dixons Carphone's product offerings, which increased the breadth of sales expertise required of in-store sales teams. Read More
About Customer	Dixons Carphone is Europe's leading specialist electrical and telecommunications retailer and services company. The company employs over 40,000 people in nine countries. Dixons Carphone focuses on helping customers navigate the connected world, offering a comprehensive range of electrical and mobile products, connectivity, and expert after-sales services. The company is committed to driving customer differentiation through the in-store experience and through the product expertise and purchasing guidance that its sales associates provide. Read More
Solution	To support in-store colleagues, Dixons Carphone developed honeyBee, a platform to build, deliver, and manage digital customer journeys. The platform provides customers with a best-in-class digital guided sales experience while providing those on the shop floor with a transformational operations platform. Each sales associate is provided a tablet from which they, and the customer, can jointly access the honeyBee platform. The platform helps the customer navigate through a consistent journey alongside the associate, from exploring different purchasing options and comparing products, to making a recommendation based on their needs. Dixons Carphone uses honeyBee to automate what had previously been paper-driven processes. For example, credit checks are now completed automatically and for the specific case of mobile phone sales, honeyBee also serves to manage the carrier set-up and activation process as well. Read More Log in to view content
Contents

Technology Category

Application Infrastructure & Middleware - API Integration & Management

Platform as a Service (PaaS) - Application Development Platforms

Applicable Industries

Retail

Applicable Functions

Sales & Marketing

Use Cases

Retail Store Automation

Supply Chain Visibility

Services

Software Design & Engineering Services

System Integration

Challenge

Dixons Carphone, a leading specialist electrical and telecommunications retailer in Europe, faced the challenge of differentiating its in-store customer experience to compete against e-commerce vendors. The company aimed to drive consistent sales execution and gain deeper insight into sales and colleague performance. It also sought to optimize the customer buying journey and remove friction due to manual processes. The challenge was compounded by the expansion of Dixons Carphone's product offerings, which increased the breadth of sales expertise required of in-store sales teams.

About Customer

Dixons Carphone is Europe's leading specialist electrical and telecommunications retailer and services company. The company employs over 40,000 people in nine countries. Dixons Carphone focuses on helping customers navigate the connected world, offering a comprehensive range of electrical and mobile products, connectivity, and expert after-sales services. The company is committed to driving customer differentiation through the in-store experience and through the product expertise and purchasing guidance that its sales associates provide.

Solution

To support in-store colleagues, Dixons Carphone developed honeyBee, a platform to build, deliver, and manage digital customer journeys. The platform provides customers with a best-in-class digital guided sales experience while providing those on the shop floor with a transformational operations platform. Each sales associate is provided a tablet from which they, and the customer, can jointly access the honeyBee platform. The platform helps the customer navigate through a consistent journey alongside the associate, from exploring different purchasing options and comparing products, to making a recommendation based on their needs. Dixons Carphone uses honeyBee to automate what had previously been paper-driven processes. For example, credit checks are now completed automatically and for the specific case of mobile phone sales, honeyBee also serves to manage the carrier set-up and activation process as well.

Impact #1	Sales conversion has gone up by 36%.
Impact #2	The time sales associates spend with each customer (the customer journey) has gone down by 65%.
Impact #3	Customer satisfaction has increased by 25%.

Impact #1

Sales conversion has gone up by 36%.

Impact #2

The time sales associates spend with each customer (the customer journey) has gone down by 65%.

Impact #3

Customer satisfaction has increased by 25%.

Benefit #1	Increased sales conversion by 36%
Benefit #2	Reduced transaction time by 65%
Benefit #3	Increased customer satisfaction by 25%

Benefit #1

Increased sales conversion by 36%

Benefit #2

Reduced transaction time by 65%

Benefit #3

Increased customer satisfaction by 25%

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Overview

Delivering digital transformation in brick-and-mortar retail

Operational Impact

Quantitative Benefit