The Record - Issue 15: Winter 2019

111 need the gear. Microsoft partner Turnpike has the gear store managers need to facilitate data- driven action. Turnpike’s platform enables retailers to quickly and easily customise a wearable solution for staff. The platform triggers nudges and sends glance­ able task assignments and reminders to wearables and off-the-shelf smart watches. The minimalist content ensures staff get timely contextual infor- mation that doesn’t distract. This approach has the added benefit of making retail advanced technol- ogy accessible, so retailers won’t get lost in tech for tech’s sake. Unlike most retail tech, the Turnpike solution is designed to augment innate human brainpower, not turn staff into mindless robots. Store managers are your experienced leaders. They know how to get the most out of their staff and the idiosyncrasies of their stores. Intuitively, they can sense how the store is performing day- to-day, and know what to expect in a multitude of scenarios – for example, a payday in the middle of January. As innovative and powerful as technol- ogy can be, it’s no match for their adaptive genius. When you customise Turnpike for your stores, keep it simple. Ask the manager which perfor- mance indicators are most important to them. Most list daily and weekly revenue targets at the top. Conversion rate and profitability probably rounds out the top three for most managers. Some of this data is already a quick lookup away, but conversion rates often arrive a day late. Next, address the first question on a manager’s mind when their performance metrics aren’t where they should be: ‘Why?’. Have them list the key factors impacting their store’s performance. Physical retail is about customer engagement and experience, so they’ll want to know the ratio of visitors to staff, in store, in a department, at the registers and fitting rooms, etc. A manager armed with real-time visitor track- ing data and staffing by department will want to know their options for positively enabling action. Turnpike makes this easy. For example, managers look for spikes in visitor traffic that don’t follow the shift schedule. Intelligent cameras monitoring traffic will trigger a notification when pre-defined thresholds are crossed. Turnpike automatically sends a notification to the manager who can manage the situation as they want – move staff, call up staff on break early, etc. They can forward the message to staffmembers, asking them to help out. Data can also be used to predict long queues before they form, triggering similar notifications to managers and frontline staff. Turnpike’s dashboard and messaging centre gives managers all that’s required to customise the system and wearables for the requirements of their store. The dashboard includes perfor- mance metrics, real-time data related to key per- formance factors such as visitor traffic, average queue time, customer calls for help etc., sources and status of real-time data sources (e.g. intelli- gent cameras, sensors and buttons), a messaging centre and a shift scheduler. In partnership with Microsoft and integrated with Teams, Turnpike Group has already attracted the attention from heavyweights like H&M and IKEA (read more on page 104). With Turnpike, retailers can now give staff an amazing new cus- tomer engagement superpower – a sixth sense – and, at the same time, provide a highly effective tool to increase and monitor efficiency. Carl Norberg is founder of Turnpike Group “The retail industry is going through a big change and frontline workers are at the forefront of it. To empower them to give the best service, a modern retailer needs to have a solution that combines customer data with real- time IoT data coming from the intelligent store environment, in the context of customer interaction. Turnpike has partnered with Microsoft and is using Azure IoT Hub to combine the physical and digital world. This empowers workers to focus on customer service, rather than the technology, turning all the intelligence into action.” Tony Shakib is IoT business acceleration leader at Microsoft  R E TA I L & HOS P I TA L I T Y