Four Retailers’ Transformations with Cisco

Introduction

Equipping, pivoting, and ensuring the safety of your retail workforce has never been more important. Many of the digital solutions that previously were a nice accessory
are now a necessity, as business agility has become the fundamental need for many retailers. The core of your retail operations is your people, and their success, as well
as the customer experience, depends on the network and the digital tools provided.

Whether it’s managing an efficient call center solution, streamlining new socially
distant workflows in a store environment, or setting up remote access for those previously working in offices, every aspect of modern retail demands secure
network connectivity. Retailers need to securely support a digital-ready platform, leveraging unified communications across the value chain to build and maintain customer trust. From mobilizing employees who need to work remotely for
the first time, to managing supply chain interruptions, to securely connecting
the end-to-end retail experience, we’re dedicated to serving the retail community
to help it maintain resiliency despite incidents or unforeseen business disruptions.

Here are four retailers that have found their IT efficiency and employee productivity solutions with Cisco.

Woolworths

Company blurb: Woolworths Group is a large supermarket retailer that understands that a truly differentiated
customer experience starts with the right digital foundation, one that enables operational excellence.
Digital touchpoints, when orchestrated strategically, can engage and delight customers, whether they are browsing in a store or shopping online. This vision for frictionless experiences included increasing the number of connected endpoints in their physical store environments. The company also wanted to improve efficiencies across its supply chain, to help its employees be more effective and innovative as they serve 29 million customers each week.

Challenges	Solution	Results
Replace legacy networks with a future-ready infrastructure Improve product availability by streamlining the supply chain Enhance the in-store shopper experience with real-time data	A software-defined infrastructure with secure access for all users Fast setup of in-store Wi-Fi with Cisco Digital Network Architecture that enables endpoint connections (over 2,000 in some stores), including point-of-sale terminals, digital scales, electronic shelf labels, and in-store digital signage Ongoing operational support from Cisco Business Critical Services	Store managers have real-time access to customer insights Shopping lane availability has risen from 80% to 99% in peak times The business has a flexible, scalable foundation for innovation

Office Depot

Company blurb: Office Depot serves customers and businesses in 56 countries. For them, delivering a quality,
consistent customer experience through the contact center is necessary to compete. The team must deliver
24-hour impeccable service levels for voice, email, and chat, including peak call times such as holidays. The challenge was how to operate in a complex global environment using resources deployed across multiple locations around the world. With their previous applications deployed on premises, they lacked central visibility into and transparency of their operations. To effectively provide their customers the tools and resources they need to start, grow, and run their business, Office Depot needed to maximize their own resources and operational efficiencies.

Challenges	Solution	Results
Achieve competitive differentiation through better customer service Manage contact center performance across sites globally Address inconsistent performance reporting across sites Manage multiple outsource partners	Move from on-premises call center equipment to the cloud Create a global command center to monitor operations and manage performance in real time Use analytics to match customers with agents based on agent performance and customer value and need	Lowered average speed of answer from 30 to 40 seconds to 10 seconds Lowered call abandons from 3 to 4 percent to less than 1 percent Achieved significant cost savings and performance improvement

REWE

Company blurb: Since 1927, REWE Group has been a pioneer in the food delivery business.
As an international supermarket with about 15,000 stores across 22 countries, their focus has been on maintaining and
improving their distribution channels, supplier operations, and in-store efficiencies to foster positive customer experiences. With a large network of suppliers, distribution centers, and supermarket locations, the need to troubleshoot IT problems quickly was critical for business agility. Their objective to harness workloads with a reliable network, real-time IoT data, and AI is fueled by their passion for sustainable living and accessible food for all.

Challenges	Solution	Results
Improve visibility across the entire network, from the store level to servers and applications, to pinpoint issues more efficiently Detect network performance at any single point in time	Cisco DNA Center Assurance uses AI to present only the issues relevant to the network for faster troubleshooting Wireless sensors provide aggregate network data and trend views for enhanced actionable insights	Dramatically reduced the time to resolve an IT ticket Lean IT team now has time to focus on innovative assignments rather than troubleshooting

McDonald's Belgium

Company blurb: With over 80 locations, McDonald’s Belgium had lots of foot traffic but an unreliable guest
Wi-Fi network. Beyond providing free and fast Wi-Fi, McDonald’s Belgium was looking to collect key customer data and
use their IT team more efficiently to maintain network performance. Additionally, reliable restaurant connectivity enables kiosks to move customers more efficiently through the ordering process, freeing up associates to handle more impactful jobs. Their vision was to leverage customer insights to skyrocket the effectiveness of promotions and digital signage, with some bottom-line cost savings along the way.

Challenges	Solution	Results
Enhance the customer experience with reliable Wi-Fi connectivity Understand customer activity to deliver curated content and promotional offers	Enable Wi-Fi analytics for a widely distributed network across many locations throughout Belgium Centrally manage the Meraki® Wi-Fi network and Purple analytics platform remotely with cloud-native remote access Automate experiences to retarget customers through specific marketing campaigns tailored to customer interests and buying requirements	Within the first year of this deployment, McDonalds Belgium saw over 2 million visits to their restaurants and collected over 1 million unique visitor records Reduced the number of website visits by technical engineers tasked with resolving IT issues by 90% Able to more effectively implement new marketing through mobile application and digital signage Number of Wi-Fi users increased from 3,000 to 10,000 per day

Why Cisco?

Simplify your view; simplify your management workload.

Powered by a secure network, gain the insights you need from Cisco DNA Spaces, bringing Cisco’s location services onto one platform, and
from Meraki, which allows agile cloud management to become second nature.

Cybersecurity is critical for survival. We’ve built it into all of our solutions.

Cisco’s security solutions help increase visibility, identify vulnerabilities, and stop threats in their tracks—fast.

When it comes to privacy, we’ve got your back.

With our deep understanding of the complex relationships between technology and the retail business, we can give you the tools to keep your
customers’ data private and can help you understand your unique requirements for responsible information management.

Enabling your network to scale your business and support innovation is our specialty.

Legacy systems that house customer and transaction data can prove challenging for digital transformation, but our solutions allow you to
capitalize on existing systems and scale for a more agile network going forward.

Together with our global ecosystem of partners, we make industry-leading retail solutions possible.

We partner with industry solution organizations that layer in experiences such as mobile payment, inventory management, associate productivity, and
customer experience to provide the solutions you need to securely drive better business operations and seamless customer payments.

Our global experience in retail is unmatched.

For over 20 years, we’ve been making innovation possible at retail organizations across the globe.