Today’s Retail supply chains need to be flexible and agile to compete and be able to collaborate remotely and maintain communications.
At Indigo Books, Canada’s largest book and specialty retailer, the company had been using a host of communication methods but found each had certain downsides to its fast moving supply chain. Michael Smyth, Director of Service & Sales at Indigo wrote “Traditional means like e-mail could move information, but could not capitalize on spontaneous dialogue or collaboration; conference calls or meetings forced users to contribute on someone else’s schedule, or not at all.”
“We needed a tool that would allow us to provide information vital to the project directly to the participants; at the same time, we had to have a way to capture our field staff’s feedback on any technical challenges, and the customer reception to the new product.”
Indigo turned to Moxie Software’s Employee Spaces, as a solution. The new platform enabled Indigo to consolidate its internal lines of communication and incorporate customer feedback into product development, all through “one view”.
Employee Space in Action
During the introduction of a new customer loyalty program, Indigo Books wanted to make sure that all stores were receiving the most updated information possible and that they were able to offer feedback on the progress of the rollout. By creating a section where different stores could discuss the loyalty program and share customer experiences, they were able to learn from each other during the rollout phase without having to sort through email for updates.
“Having a tool like Moxie, which an employee can access on their own time and in a place of their choosing, allowed the widest possible participation and still promoted connections between our users. That flexibility and potential went a long way to winning advocates,”said Smyth.
After the loyalty program rollout, Indigo Books & Music started using the platform as a means of sharing operational ideas.
Lesson For Others
Implementing social software solution as part of your supply chain management process increases knowledge of best shared practices, provides better training resources, improves communications & can inspire employees through collaboration.
Submitted by: Melanie Marsland, SMBP, University of Waterloo
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