1 State of the Art WAN Networking Tuesday, May 1, 2007 11:00 a.m. – 12:00 a.m. Disclaimer The opinions of the contributors expressed herein do not necessarily state or reflect those of NACS. Reference herein to any specific commercial products, process, or service by trade name, trademark manufacturer, or otherwise, shall not constitute or imply an endorsement, recommendation, or support by NACS. NACS makes no warranty, express or implied, nor does it assume any legal liability or responsibility for the accuracy, completeness, or usefulness of any information, product, or process described in these materials.
Transcript
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State of the Art WAN Networking
Tuesday, May 1, 200711:00 a.m. – 12:00 a.m.
Disclaimer
The opinions of the contributors expressed herein do not necessarily state or reflect those of NACS. Reference herein to any specific commercial products, process, or service by trade name, trademark manufacturer, or otherwise, shall not constitute or imply an endorsement, recommendation, or support by NACS. NACS makes no warranty, express or implied, nor does it assume any legal liability or responsibility for the accuracy, completeness, or usefulness of any information, product, or process described in these materials.
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South Tennessee Oil Co., Inc.Quik Mart Convenience Stores
Ken DurhamTechnical Consultant
Demographics
• 1 Corporate Office• 40 Convenience Stores• $125M Sales • Located in TN and AL• Shell Branded• In Store Deli, Carwash, Fuel Stop,
Phone Cards, Food Stamps, Gift Cards, Scales, ATM, Proprietary Cards
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Locations
Necessity of WAN
• Why do we need a WAN?– Remote Support for Back Office
Software and Price Book – Remote Fuel Tank Monitoring– Credit Card Processing– Vendor Ordering– Video Surveillance– Better Store Communication
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Implementation of WAN• 5 Store Test Bed• Partnered with Shell Coolband
Project (first to implement nationally)
• Opted for Self Installation• 90 Day Implementation
Store Footprint
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Road Blocks• Broadband Qualification
– Private Phone Companies– Carrier Restrictions
• Previous WAN Contract Requirements – VSAT Deactivation Fees– Other Disconnect Fees
• Securing On Site Hardware
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Realized Benefits of WAN• Virtually Eliminated Fuel Outages
– Veeder-Root Inform• Live Inventory Control (ATG) –
• Partnered with Cyberathrough Shell Coolband Project
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Maximize Your WAN
The Power To Compete At The Speed Of Retail
Jeff RodawaldBusiness Development Manager,
Retail Solutions
Retail Drivers of Store Transformation• Boost productivity by connecting people, places and
information• Improve customer satisfaction by enhancing the
shopping experience• Increase revenue by improving decision making
through utilization and delivery of data
While securely and reliably protecting brand image and assets
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Solutions To Boost ProductivityTransactional Efficiency –
deploying technology to make transactions more efficient so that resources can be re-deployed to create/improve high value interactions– Self-Checkout– Digital Signage / Price Labels– Web-based Services / Channel Integration– Self-Service Kiosks– Product Sensing
Connect With ConsumersDeploying technology toprovide expertise aboutproducts to individualcustomers at point ofpurchase.
– Rich media eLearning– Associate PDA devices with
customer and product information
– Associate Communication devices
– Expert Kiosk – live and virtual agents (product experts and coaches)
– Click-to-chat– Customer Sensing – internet
and physical presence
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Enhancing The Customer Experience: Kiosk Trends
Shift towards:- Content Rich applications- Multi-function capability- Access to Expert Resources- Kiosks can be woven into the IP Communication environment for integrated collaboration
Retailers Are Looking For New Ways To Drive Revenue
Retailers are having to explore new ways to reach market growth
expectations with technology
130 million people watch WAL-MART TV every month. Tesco is deploying
Tesco TV throughout 300 stores
McDonald’s is rolling out hotspot technology to store
globally
Circle K provides
Kiosks with Internet
access, bill payment, bank services and
revenue-generating
video advertising
Starbucks: Music burning kiosks provide a source of revenue growth while driving more traffic to stores
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Customer’s Priorities Continue To Increase Store-Level Technology Complexity
The touch points are limitless…
With Multiple Types of Devices
Targeting Multiple Constituents
Through Multiple Types of Media
Multiple Proprietary Networks managed in isolation Mobile
Customer Devices
CallCenter
Information islands within each function and application
POS
Kiosks
Complex Traditional Store Infrastructure Contributes To These Barriers
Back Office Servers and LAN
Back Office Servers and LAN Mobile LAN Voice PBX
Back Office Controller
Security
Video Advertising
Building Automation
Satellite Dish
ATMs & Third party devices connecting to private networks
Mobile Employee Devices
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The Intelligent Retail Network
CallCenter
Single Network Centrally Managed And Secured
Information integrated across functions and channels
Delivers Common Services To All Devices And Applications
Video Advertising
Mobile Customer Devices
Mobile Employee Devices
Kiosks
POS
Building Automation
ATMs & Third Party Devices
Security
Back Office Servers & LAN
Industry Solutions
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Changing Retail Customer Demands
Enhance the customer shopping experience
Stop & Shop's "Shopping Buddy" includes a
wireless touch-screen computer on the shopping
cart, equipped with scanner for products and
loyalty cards.
Improve productivity
Hardee’s and McDonald’s use VoIP-enabled remote call centers to centralize drive-through orders while reducing order errors
Grow and reach additional markets
Circle K provides
Kiosks with Internet
access, bill payment,
bank services and revenue-
generating video
advertising
Retailers are using technology to…
Store Employee:Increasing Productivity
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Employee Productivity
Clocks In/Out for Shift
Receives Shift/Meal Break
Receives Goal/Tasks
Reads Reports/New Info
Improved productivityConsistent messaging Reinvestment of time to serviceGreater accessibility to informationIncreased accountability
Business Benefits:
Store Employee
In Department
Store Employee Dashboard
• Time capture system
• Store reminder notification
• Broadcast audio messaging system
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Goal of increasing productivity and
establishing consistent service
levels
Unified Communications at Subway
BUSINESS CHALLENGE• Staff scheduling and shift coverage• Employee training and retention• Employee & workplace safety
SOLUTION• Employee productivity applications delivered to employees via Cisco IP phones• Ecosystem Partner – IPCelerate – Quick Service Restaurant Management solution
BUSINESS VALUE• Enhanced communication, improved productivity, and increased compliance• $20K (U.S.) savings per store in labor costs
IP Media Display
Display a series of still images and / or presentation slides from IP phone display screen. Push to Talk, Audio Messaging, Surveys can be attached to these images.
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Remote Customer Support Kiosk
Store CustomerProduct Expert
IP Soft Phone
WAN
Unified Contact Center
Provide retail customer with two-way communication (voice and visual) to remote product subject matter expert. The expert will provide product suggestions based upon the customer’s needs.
Retail Call Routing & Reporting
Store CustomerFrom Home
Pharmacy Agent In Call Center
BUSY BUSY Available
3 - 4 RINGS
Customer ID – Phone Number
Pharmacist
32
1 Pharmacy
Reporting
Routing incoming customer calls to a the appropriate service representative (in store or external) within the fewest rings possible. Provide reporting on call routing.
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Mitsukoshi IP Phone applications and RFID
Intelligent Fitting RoomLeveraging the IP phone and RFID technology for enhance customer service
•Improve customer satisfaction through real-time fitting room application
• IP Telephone provides low-cost kiosk with color, touch-enabled display
• RFID application allows price scan and lookup services for improved store inventory and catalog access.
• ISR router and WAN enable secure, real-time access to inventory, POS and payment services from store.
Retail Customer Care
Size Needed
Look It UpAsk for It
Store Employee
Bring It to You
Customer product information and merchandise availability access through IP enabled device from sale floor (including fitting room). Customer assistance request to in-store employees.
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Wireless Location Services
Using location services to triangulate the WiFi signal of wireless devices (i.e. PDAs, Smartphones, Active RFID) to determine their location.
In-Store Media Solution
Unicast or Multicast WAN
Cisco Video Portal
Media Creation
MediaAccess
3rd Party Content Provider/Creative Agency
Media Management
Content Author
Network Admin
Cisco Digital Media Manager
Corporate Offices, At-home Desktop Users
Caching/Pre-positioning,
Live Streaming
Digital Media Encoders
On-premise,Remote locationIn-house Creation
Multicast-enabled WAN: Satellite
Outsourced Content
Cisco Digital Media Players
Cisco VSAT NM and ISR
CiscoWAE’s
Media Distribution
• Delivers high-bandwidth video content to various devices in a store environment.
• eLearning for Retail is an extension of the In-Store Media offering – allowing retailers to leverage the same network investment for marketing and training
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Digital Video Surveillance• Video Surveillance for Retail Applications
1. Loss Prevention (LP)/Building Monitoring2. POS Surveillance3. Buyer analytics
Store Workforce Connection
• Workforce transactions at the point of work – no travel time.
• Voice integration with Workbrain applications
• Real-time labor information, visibility and control.
Leader in retail for time & attendance and scheduling applications.
