SMaRTmobile performance support
(mPS)
A Case Study
on Tablet Implementation
at Home Depot Canada
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We needed a solution that could be…
SocialMobileandRealTime
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Strategy
• Implement in-store performance support tools and methodology to improve the customer experience and increase sales
• Utilize mobile technology to equip store associates with real-time, in aisle access to product and project knowledge materials
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Strategy
• Implement in-store performance support tools and methodology to improve the customer experience and increase sales
• Utilize mobile technology to equip store associates with real-time, in aisle access to product and project knowledge materials
Solution
• Access to information target: “2 clicks or 10 seconds”
• Pre-configured iPad Minis. Home Depot app. Competitor links. Vendor apps and websites.
• FAQ’s. Links to How To videos, product knowledge training (eLearning and videos). QR codes.
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Strategy
• Implement in-store performance support tools and methodology to improve the customer experience and increase sales
• Utilize mobile technology to equip store associates with real-time, in aisle access to product and project knowledge materials
Solution
• Access to information target: “2 clicks or 10 seconds”
• Pre-configured iPad Minis. Home Depot app. Competitor links. Vendor apps and websites.
• FAQ’s. Links to How To videos, product knowledge training (eLearning and videos). QR codes.
Pilot
• Place 18 iPad Minis in one store for 9 weeks. Shared devices.
• 4 months to build the solution; 2 months to test it.
• Track usage and impact on sales and the customer experience.
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What we tested
Publically available apps
Key partnerships
QuickTapSurveyBy Tabble Dabble
CellCastBy OnPoint Digital
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I don’t know what I don’t know…I just know what I want.
Massive impact
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I want to be agnostic
Any device, any operating system
Corporate devices, shared and non-shared
BYOD
Customer facing too?
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I want easy configuration
Standardized or user-customized?
Push new content, pull relevant data
What MDM?
How much functionality will be ‘shut off’ or restricted for policy reasons?
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I want a lot of bandwidth
How many systems &/or networks will it need to access?
Users won’t restrict themselves to just the approved functions or applications.
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I want adoption in field
It has to meet a real need and solve a real problem… and it has to make money doing it.
It can’t just be cool
It has to integrate well into existing work processes
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I want to report results
Real time data
Usage data is important
Focus on KPIs
Real time data exported from TabbleDabbleinto Excel for instant analysis
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Where to from here?
National roll out 180 stores
Merge with BYOD Hybrid depolyment
More social User generated
content
Q&A
Steven Beggs
Senior Manager, Learning Innovation
@stevenrbeggs (#mPS)
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