SkillNet designed and implemented a bespoke mobile check-in application for James Avery that allows stores to better manage customer queues. This application allows customers and store personnel to maintain social distancing practices and adhere to COVID-19 regulations.
James Avery Artisan Jewelry is a vertically integrated, family owned company located in the heart of the Texas Hill Country. They are a multi-channel retailer with 94 James Avery stores in four states. Their jewelry is also available in more than 215 Dillard’s stores in Texas and in 28 additional states; and nationwide through JamesAvery.com. Their jewelry is crafted in Texas workshops in Comfort, Hondo and Kerrville with the finest materials sourced worldwide.
On March 18th, James Avery Artisan Jewelry temporarily shut their retail stores to help slow the spread of COVID-19. Select stores reopened on May 22, in accordance with Texas Gov. Greg Abbott’s recommended health protocols.
“We’ve missed our customers over the past eight weeks and we’re ready to begin calling some of our retail associates back to work after extensive furloughs in March,” James Avery CEO John McCullough said in a media release. “We’ve heard from our customers that they are ready to come back to our stores and we want them to know their shopping experience will be different as we continue to monitor safety protocols and adapt to the current situation.”
Each store is strictly following state guidelines as well as any additional local or county requirements for reopening in the community.
“Care, concern and safety of associates and guests is a cornerstone of our business and we remain diligent as we work to reopen our retail stores,” McCullough said.
With the reopening of the stores, James Avery needed an easy to use yet enterprise ready mobile application to help them manage and maintain social distancing in their stores per state regulations regarding occupancy limits.
Their initial solution to address the issue, was to simply break out scraps of paper and give out numbers like in a deli. Of course, this experience was far from ideal as it wasn’t in alignment with their corporate culture and brand. James Avery prides themselves on the customer experience they offer and a hastily scribbled number on a scrap of paper just didn’t make sense. There had to be a better way to manage the customer queue to ensure that everyone in the store felt safe and not bunched up next to one another.
SkillNet’s approach to developing a bespoke mobile check-in application started with multiple functional design workshops. The result of these collaborative workshops was a series of Agile user stories that defined the benefits of the mobile check-in application. Then, the SkillNet team designed an enterprise architecture that securely integrated all the data points required by the user stories. The backend was built using Spring Boot in a Docker container.
As James Avery rolls out their bespoke mobile check-in application, store associates and managers are finding it very easy to use with little to no training. The application is helping stores to manage and maintain their customer queues during busy times keeping customer, and themselves, feeling safe as they shop for artisan jewelry from James Avery.
By keeping the development process open and transparent to James Avery, SkillNet was able to produce an application that exceeded initial expectations. Using Agile methodologies kept all stakeholders in the loop at all times and made sure that the solution not just met current requirements, but as an enterprise class application on a modern architecture, it is ready to adjust quickly and easily as new requirements arise.
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Seamless omnichannel experience results in 2X increase in online sales for automotive unit
SkillNet streamlines auto-parts lookup and appointment scheduling for highly successful regional retail chain. Customers can order tires and schedule appointment in a single online transaction on their phone. This has resulted in improved customer experience and growth in online sales.
About Fleet Farm
Fleet Farm is a privately held company, operating 45 large format stores in the US mid-west. Since 1955, it has been the go-to store for hunting and fishing equipment and licenses, small appliances, housewares, automotive goods, apparel, hardware, lawn and garden supplies, paint, pet supplies, sporting goods, tools, and farm supplies.
From the beginning Fleet Farm have been committed to honesty, integrity and value. Its stores are an intrinsic part of the local community and customers are quoted as saying “If Fleet Farm doesn’t have it, I don’t need it.”
Challenge | High Bounce rates on auto services web pages
Most Fleet Farm locations have a tire center, convenience store, and car wash. As part of the services of the Tires and Automotive department, customers could order tires and make an appointment for a wash and tire change online.
Customers went to the Fleet Farm web site to make appointments, but the tire availability and appointment scheduling functionality were hosted on a third-party site. This led to an uneven customer experience and many customers did not to complete their transactions. For customers who scheduled their appointments online, Fleet Farm used the services of a call center to reach customers and confirm the appointment date and time. This meant that the backend processes were not very optimal.
The Fleet Farm team realized that the uneven customer experience could impact their value commitment to customers. They decided to partner with SkillNet to redesign the website to ensure a seamless customer experience.
Solution | Integrating parts/tire lookup and service scheduling into auto services web page redesign
The SkillNet team had to consider a number of issues while designing the new online experience for tire ordering and appointment scheduling. One of the important elements of adding new functionality to ensure a smooth online experience was to know availability of parts and tires before scheduling appointments for tire servicing and car wash. Another issue to be addressed was that 50% of the users made their appointments with their mobile devices. This was also one of the reasons for the uneven experience during the interaction between the Fleet Farm web site and Third-party web site.
The solution team also had to take into account that none of the other functionality on the live site could be impacted, data had to be consolidated and fetched from external sources. Since, this was atypical of an e-commerce order flow – “without shopping cart payment”, the site could also not combine the process of tire purchase and other item purchases.
The SkillNet team proposed a solution with a Mobile first approach and integration of appointment scheduling system and Year Make Model Engine (YMME) YMME system into the Fleet Farm web site. The process of lookup, quote, and appointment process was seamlessly merged and they were able to do away with the call center since confirmation was available as part of the web site transaction. This resulted in a simpler business process too.
Results | Seamless omnichannel experience enables growth in online auto services
With the new solution, there was a dramatic reduction in bounce rates, 30% increase in the time customers spent on the website and 60% reduction in the number of people leaving the site without making appointments. The entire process of making and confirming appointments for tire selection and car washing was now a seamless experience on the Fleet Farm website. The availability of real-time inventory lookup enables Fleet Farm to dropship tires to customers, thereby reinforcing their value commitment.
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NRF (National Retail Federation) is the biggest global industry event for retail with 40k+ attendees and 800+ exhibitors. As always, NRF2020 will be held at Jacob Jarvits NYC location from Jan 12-14, 2020. According to NRF, it is the must-attend week where retail movers and shakers from around the world come to learn, share, collaborate, network and inspire. SkillNet will be in presence again this year. Come join us, at NRF booth #1334 and learn how we are transforming retail.
We will also host our annual customer appreciation event “Spark” on Jan 13th. Spark is an invitation only event where SkillNet’s past, current and future customers come together to network and exchange experiences in a fun, informal setting.
For invitation reach out to us at http://www.skillnetinc.com/contact/
The world’s largest retail conference and expo is here again. NRF 2019 is expected to bring together over 38,000 attendees, including over 10,000 international attendees, to discuss the latest in retail tech, strategy, leadership, economy and many more topics.
SkillNet will be co-exhibiting at the event with its strategic partner Oracle Retail. Meet us there!
Iain Long, SkillNet’s Sales Manager for Europe and Africa, sheds light on the looming EU General Data Protection Regulation deadline and shares how SkillNet’s “2-week Rapid Assessment of GDPR Compliance” can help retailers understand how their enterprise and compliance approach stack up against these regulations in our latest Thought Leadership Blog.
Read the blog.
Join SkillNet at NRF Protect 2017! We will be on hand discussing how retailers can minimize losses and protect profitability with Oracle Retail XBRi Loss Prevention services from SkillNet. SkillNet offers Loss Prevention Consulting, Implementation, and Training services to help you protect profitability and secure your future.
June 27-28, 2017
Gaylord National Harbor
The NRF Protect Loss Prevention Conference is, ‘the largest, most important retail and restaurant loss prevention event in North America.’ The conference is especially for those who protect retail brands, assets, people and profits bringing together LP, asset protection, internal audit, ORC investigators, risk management and retail operations professionals responsible for securing retail’s success.
SkillNet helps LIDS Sports Group to launch new tiered Access Pass loyalty program with comprehensive loyalty solution utilizing Oracle Retail Xstore POS and Customer Engagement
LIDS Sports Group partnered with SkillNet to launch their new tiered loyalty program, Access Pass, nationwide rewarding its customers with access to a premium level of membership.
LIDS Sports Group had an existing loyalty program, ‘LIDS Club’, operating on the Oracle Retail Customer Engagement platform. Feeling the limitations of their existing loyalty program configuration, they wanted to expand their program to enable more rewards and an elite level of access to exclusive promotions, events, and discounts for their devoted customer base. With the goal of launching a new tiered loyalty program, LIDS selected partner SkillNet to design a solution to implement their new ‘Access Pass’ loyalty program across their existing retail applications, Oracle Retail Customer Engagement and Xstore POS.
Download our case study to learn how SkillNet designed their comprehensive loyalty solution.
Every year as a token of gratitude to our treasured clients and partners–past, present, and future, we look forward to hosting our annual customer appreciation event surrounding Retail’s Big Show. Come celebrate with us!
This is an invitation-only event. RSVP is required.
If you have not yet received your invitation, please write to firstname.lastname@example.org.
Join SkillNet at NRF Retail’s Big Show to hear our stories of innovation and how we deliver digital transformations. This year’s show will focus on BIG innovation, connections, and solutions.
If you’d like to set up a meeting in advance, please contact us via email@example.com to get your meeting on calendar.
January 15-17, 2017
Jacob K. Javits Convention Center
New York City, New York
Retail’s BIG Show is NRF’s flagship event held annually in New York City. The three day event offers unparalleled education, collegial networking with 33,000 of your newest friends, and an enormous EXPO Hall full of technologies and solutions. After more than a century – 106 years to be exact – Retail’s BIG Show is still the only place where you can see and experience all things Retail.
XCCommerce and SkillNet Solutions establish global alliance to deliver complete omnichannel promotion and coupon solutions across retail sectors and tiers.
Montreal, QC, Canada – January 13, 2017
XCCommerce, a leading provider of transformative promotions solutions, and SkillNet Solutions, a leading global retail systems integrator specialized in providing retailers with a connected customer experience across channels through digital transformations, today announced they have established a global strategic alliance that will deliver complete omnichannel promotion and coupon solutions across retail sectors and tiers.
XC’s state-of-the-art Promotion Solution Suite allows retailers to easily create and manage very complex and sophisticated promotions, and execute them at any point-of-purchase without human intervention. Through the combination of XC’s proven and powerful solutions, and SkillNet’s specialized, high quality, global consulting and implementation services, retailers can enable a single point of truth for all their offers and coupons across the enterprise.
“XCCommerce is revolutionizing the way retailers create and drive relevant promotions and coupons to all their channels,” said Anurag Mehta, Chief Operating Officer for SkillNet. “Together we’re committed to rapidly deploying these solutions so retailers can outperform their competition and deliver compelling offers no matter, when, where, or how their customers choose to shop.”
“We’re delighted with the newly formed alliance,” said Nabil Tabet, President, XCCommerce. “SkillNet has unrivaled global solution implementation experience in delivering consulting, engineering, cloud, and support services that enhance the customer experience. The partnership between our organizations will enable the quick rollout of the Promotion Solutions Suite.”
XCCommerce is the leader in transformative, state-of-the-art, cross channel promotion and coupon solutions. XCCommerce’s suite of products provides a powerful solution that enables the setup, management, and execution of complex promotions and coupons across all channels and all brands. This allows retailers to deliver a cohesive and consistent customer experience at all points of purchase. More than 55 Tier 1 and Tier 2 retail brands, spanning a wide range of sectors, including Specialty Apparel, DIY, Grocery and Pharmacy, rely on XCCommerce’s products.
About SkillNet Solutions
SkillNet Solutions, Inc. is a leading global consulting services and retail systems integrator specializing in providing complete end-to-end, omnichannel commerce solutions in stores, merchandising, e-commerce, supply chain, customer management, and data analytics. SkillNet offers retailers consulting, solution delivery, cloud, and support services. Having successfully implemented award-winning solutions for the retail industry’s top performers for over twenty years, SkillNet delivers digital transformations that provide retailers with a seamless and connected customer experience across all channels. Founded in 1996 in the heart of Silicon Valley, SkillNet has expanded into a global enterprise spanning three continents with offices in Cleveland, Austin, Sunnyvale, Toronto, London, New Delhi, Mumbai, Indore, and Pune.