We sat down with its Product Manager, in charge of three thirty-strong engineering teams, to pinpoint the 1E journey to date, as well as their advice for retailers looking to achieve a similar transformation.
Removing the need for common calls to the service desk ultimately frees up colleagues in store to do what they do best. Over an average of 6,000 calls per month of around 20 minutes each, that’s a huge amount of time that can now be spent with customers.
Device uptime has become the “ultimate KPI”, focusing efforts on increasing uptime from 92% to 98% when 1E’s potential has been further explored.
Although the retailer is early into its 1E journey, a number of quick wins have been identified already. Tills across the estate are typically five to seven years’ old and, as staff report, famously sluggish to load. With 1E, the engineering teams were quick to spot that lots of common processes were duplicated and actually running multiple times, hogging crucial RAM. Just killing those repeated processes has made a tangible difference. The Product Manager believes it’s a main factor in rising customer experience scores.
Identifying and remediating similar issues across the network, which the teams are experimenting with in a controlled way using 1E automation, should remove an estimated 300 calls a week into the service desk. The impact on budget, as well as freeing up engineering workloads, could be enormous. Endpoint visibility is the key.
“Remediation is the real point of difference. No one is doing it as well as 1E,” says the Product Manager.