European Retailers Go Mobile to Enhance Customer Service and Support, IDC Retail Insights Says

(PresseBox) (MILAN, Italy, ) IDC Retail Insights recently released a new report, whose purpose is to understand European retailspecific networking and mobile solutions strategies and adoption trends, shortterm priorities, and investment plans.

"IDC Retail Insights finds that mobile consumer interaction will allow retailers to blend payment, loyalty, customer service, and promotional offers to the next level," said Ivano Ortis, research director, IDC Retail Insights EMEA. "Our research shows that European retailers are shifting mobile and networking strategies from an era of internal collaboration and supply chain efficiencies to a focus on customerfacing applications."

Based on IDC Retail Insights' survey, this study confirms continued retailer adoption of IPbased networking and mobile solutions in order to reduce the virtual (and physical) distance between POS and warehouses, HQ, distribution centers, and sales channels. While optimizing operational efficiencies with integrated networking and mobile solutions, retailers are also seeking to increase their ability to gain the most from the relationship with current and potential customers. Consumers are connected everyday to the Web and the adoption of smart phones is widespread and constantly increasing. Retailers recognize the tremendous opportunities that exist from a marketing, sales, and customer service perspective, and are driving interaction among all of the available channels.

According to the research findings, in 2010, spending on networking equipment and retailspecific mobile store devices will continue to grow and will do so in the next few years. General merchandise and food stores are the segments with the most significant increase in expenditure in these two areas.

Also, IDC Retail Insights highlights a shift in mobile applications and usage. In fact, while European retailers' mobile strategy was aimed at increasing internal efficiency, the study shows that Western European retailers are now focusing their IT investments both on applications and services aimed at improving specific business processes, for example inventory and warehouse management, and improving customer service and support.

By taking advantage of mobile and online interaction with consumers, retailers are about to blend payment, loyalty, customer service, and promotional offers to the next level.

The "connection" to the same integrated content platform of mobile consumer devices, online channels, and instore technologies will generate a highly differentiated customer experience.

European Retailers Go Mobile to Enhance Customer Service and Support, IDC Retail Insights Says
MILAN, Italy May 31, 2010 – IDC Retail Insights recently released a new report, whose purpose is to understand European retail-specific networking and mobile solutions strategies and adoption trends, short-term priorities, and investment plans.

"IDC Retail Insights finds that mobile consumer interaction will allow retailers to blend payment, loyalty, customer service, and promotional offers to the next level," said Ivano Ortis, research director, IDC Retail Insights EMEA. "Our research shows that European retailers are shifting mobile and networking strategies from an era of internal collaboration and supply chain efficiencies to a focus on customer-facing applications."

Based on IDC Retail Insights' survey, this study confirms continued retailer adoption of IP-based networking and mobile solutions in order to reduce the virtual (and physical) distance between POS and warehouses, HQ, distribution centers, and sales channels. While optimizing operational efficiencies with integrated networking and mobile solutions, retailers are also seeking to increase their ability to gain the most from the relationship with current and potential customers. Consumers are connected everyday to the Web and the adoption of smart phones is widespread and constantly increasing. Retailers recognize the tremendous opportunities that exist from a marketing, sales, and customer service perspective, and are driving interaction among all of the available channels.

According to the research findings, in 2010, spending on networking equipment and retail-specific mobile store devices will continue to grow and will do so in the next few years. General merchandise and food stores are the segments with the most significant increase in expenditure in these two areas.

Also, IDC Retail Insights highlights a shift in mobile applications and usage. In fact, while European retailers' mobile strategy was aimed at increasing internal efficiency, the study shows that Western European retailers are now focusing their IT investments both on applications and services aimed at improving specific business processes, for example inventory and warehouse management, and improving customer service and support.

By taking advantage of mobile and online interaction with consumers, retailers are about to blend payment, loyalty, customer service, and promotional offers to the next level.

The "connection" to the same integrated content platform of mobile consumer devices, online channels, and in-store technologies will generate a highly differentiated customer experience.

This IDC Retail Insights study, Technology Selection: Mobile Solutions and IP Telephony Strategies in European Retail Stores ( http://www.idc-ri.com/...) (Doc #GRRS02S/ May 2010), by Ivano Ortis and Alessandro Casoli presents the key findings of IDC Retail Insights' European survey, carried out in 2009 in the top 5 Western European countries among 253 retail companies with more than 20 employees. The results are also presented for Mobile solutions and IP telephony solutions.

Join the online conversations about this research on the IDC Retail Insights community and and read Ivano Ortis' blog post(http://idc-insights-community.com/...) !

IDC Central Europe GmbH

IDC Retail Insights provides researchbased advisory services and custom research focused on market and technology developments in the retail industry. Staffed by senior analysts with decades of direct industry experience, IDC Retail Insights covers the entire retail value chain - from global sourcing and supply chain to demandbased merchandise planning, straight through to the consumer shopping experience - providing independent, timely, and relevant analysis focused on key business issues. IDC Retail Insights provides a portfolio of research and advisory services that are relevant to the needs of retailers and retail IT suppliers. IDC is the premier global provider of market intelligence, advisory services, and events for the information technology market.

IDC is a subsidiary of IDG, the world's leading technology, media, research, and events company.

Press releases you might also be interested in

Subscribe for news

The subscribtion service of the PresseBox informs you about press information of a certain topic by your choice at a choosen time. Please enter your email address to receive the email with the press releases.

An error occurred!

Thank you! You will receive a confirmation email within a few minutes.


Ich möchte die kostenlose Pressemail abonnieren und habe die Bedingungen hierzu gelesen und akzeptiert.