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Tag: SOTI

  • SOTI Research Reveals the Need for Retail Tech to Deliver a More Immersive Experience

    SOTI Research Reveals the Need for Retail Tech to Deliver a More Immersive Experience

    SOTI, a proven innovator and industry leader for simplifying business mobility solutions, launched its latest annual global research, “Retail Tech Assessment: Opportunities for Enhanced Consumer Experiences,” which revealed Australian consumers are increasingly making shopping decisions based on security, trust and the quality of their digital experience. The findings reveal that while retailers are investing in technology, many still fall short of delivering truly personalised and immersive interactions.

    Retailers Need to Enhance Consumer Engagement with Technology

    The report found that there is progress to be made in enhancing consumer shopping experiences with the technology currently available. Consumers use retail apps for convenience, with 55% using them for exclusive offers, savings and points, and 53% enjoying benefits such as faster checkout. However, engagement is not growing at the pace retailers would expect, and further incentives may be needed to encourage deeper use of digital touchpoints. Additionally, greater emphasis could be placed on augmented reality (AR) and visualisation to create more immersive experiences.

    “Most of the technology does exist, but it is not being leveraged properly. Consumers want experiences that feel more relevant and forward-thinking than what they are receiving today,” said Michael Dyson, VP of Sales APAC at SOTI. “Engagement and loyalty can deepen as this technology becomes more central to the retail experience. Secure and connected devices and apps are the starting point for building brand trust.”

    Consumers Are More Cost-Conscious Than Ever Amid Economic Uncertainty

    Rising economic pressures are forcing Australian consumers to prioritise value, convenience and local purchasing, as 33% are now checking product origin or choosing to buy domestically made products. Furthermore, 86% are taking cost-cutting measures to adapt to changing economic conditions and 63% say economic factors have influenced their ability to purchase their usual items in the past 12 months.

    “Consumers now know exactly when and where to find the best value, and they’re using digital tools at every step of the buying journey,” added Dyson. “Retailers are working hard to meet expectations for smooth, connected experiences, yet issues with real-time tracking and fulfilment highlight that some foundational supply chain processes still need strengthening.”

    Security and Privacy Are Growing Concerns

    While 55% of consumers want to see more technology-enhanced shopping, research found that security and trust are critical. In fact, 87% of consumers are concerned about data privacy or security issues when shopping online or in-store, and 69% think twice before shopping with a retailer that has suffered a cyberattack. Much of this sentiment stems from the fact that 42% of consumers have been victims of retail-related fraud.

    “Finding the right balance between smarter, tech-enabled shopping and protecting consumer privacy has become critical,” Dyson said. “Shoppers are open to personalisation, provided they trust how their data is managed. Maintaining that trust requires transparency and robust security, especially at a time when major brands are facing increasing cyber threats.”

    SOTI’s latest report, “Retail Tech Assessment: Opportunities for Enhanced Consumer Experiences,” can be downloaded here.

    Report Methodology

    SOTI’s research expanded its scope to cover 13,000 consumers, uncovering key insights into the evolving retail landscape across 11 countries, including Italy and Spain for the first time. The sample split is as follows: U.S. (2,000), Canada (1,000), Mexico (1,000), UK (2,000), Germany (1,000), France (1,000), Sweden (1,000), the Netherlands (1,000), Italy (1,000), Spain (1,000) and Australia (1,000).

    About SOTI

    SOTI is a proven innovator and industry leader for simplifying business mobility solutions by making them smarter, faster and more reliable. With SOTI’s innovative portfolio of solutions, organisations can trust SOTI to elevate and streamline their mobile operations, maximise their ROI and reduce device downtime. Globally, with over 17,000 customers, SOTI has proven itself to be the go-to mobile platform provider to manage, secure and support business-critical devices. With SOTI’s world-class support, enterprises can take mobility to endless possibilities. For more information, visit soti.net.

  • SOTI Research Finds 93% of Australian consumers use in-store tech, but 80% express security concerns with personal data

    SOTI Research Finds 93% of Australian consumers use in-store tech, but 80% express security concerns with personal data

    The retail industry is facing a critical juncture where consumers are experiencing a disconnect between their shopping expectations and the in-store reality. As global retail markets continue to evolve, the industry grapples with the challenges of rolling out in-store technology and integrating advanced AI technology while optimising the supply chain and addressing growing security concerns.

    According to SOTI’s new global retail report, Techspectations: Consumer Demand for Digital Transformation in Retail, retailers are grappling with the heightened expectations of consumers anticipating seamless in-store interactions, personalised recommendations and instant access to inventory online and in-store to ensure their continued loyalty.

    Emerging Technologies and the Consumer Experience

    While consumers crave technology to improve their in-store shopping experience, those offered by retailers do not always meet expectations. The study found that while 93% of Australian consumers have used an in-store device, many believe these devices make the shopping experience worse. Consumers cite challenges in-store such as a lack of staff to assist with issues relating to self-serve machines (35% of users) and as many as 38% of users complain about poor Wi-Fi connectivity when using an in-store device.

    The report suggests that consumer expectations have risen, largely due to the sophisticated personalisation and seamless processes available online, which in-store technologies currently fail to match. To address this, retailers must invest in AI-driven solutions and device management to provide consistent, personalised and convenient shopping experiences in both physical stores and online.

    Retail Supply Chains Must Meet Real-Time Demands

    Supply chain optimisation in the retail industry is critical, as consumers now demand real-time information, efficient product availability and rapid delivery in-store and online. The report reveals that 57% of consumers expect to be able to pick up an item ordered online from a physical store on the same day. Further, 77% of consumers expect to always know the status of their orders, highlighting the need for efficient supply chain visibility.

    “Acknowledging the pivotal role of AI in unlocking advanced capabilities in devices is essential. Using AI for predictive diagnostics and proactive support enables retailers to address potential problems before they affect customer interactions,” explained Michael Dyson, VP for Sales, APAC at SOTI. “AI’s ability to combine data such as location, signal quality and speed with vital business metrics, including stock levels and shipment updates, ensures that the convenience and tailored experience offered by online shopping can be mirrored in physical stores.”

    Consumer Trust and Data Vulnerability

    Security is a significant concern in the retail industry. More than three-quarters (80%) of consumers express concerns about entering personal details online or through in-store devices, indicating a pervasive lack of trust in the data collection and payment technologies used in retail. Security concerns extend to fraud, with 42% of Australian consumers worrying about becoming a victim of financial fraud and another 39% expressing concerns about identity fraud.

    Additionally, the report emphasises the importance of in-store device security, as 42% of consumers have concerns that the retailer will not keep their details securely, including the potential exposure of personal details (31%) and the risk of the next user seeing personal information (30%). Despite this, 34% of consumers view in-store devices as tools to enhance shopping convenience and speed, highlighting the need for retailers to balance convenience and security while building trust among those making purchases in the retail space.

    “In the next few years, our priorities should be establishing trust, ensuring data protection and crafting integrated experiences that seamlessly connect digital and physical retail spaces,” said Dyson. “Progress towards digital sophistication in the retail industry has been gradual. Advanced operational intelligence tools like SOTI XSight Live View are pivotal in offering real-time visualisation of retail operations and supply chain. Live View offers immediate detection and reaction to operational challenges by integrating device data and operational data. Retailers need to be aware of how devices are being used and be proactive in resolving any issues. The future of retail is not about rapid adoption of technology; it is equally about strategic planning and enhancing scalability through thoughtful implementation.”

    SOTI’s latest report, Techspectations: Consumer Demand for Digital Transformation in Retail, can be downloaded here.

    Report Methodology

    SOTI’s research was conducted between September 3 and September 14, 2023, via 11,000 self-completed interviews from nine markets around the world. All interviewees were consumers aged 18 to 65. The markets represented were: The U.S. (2,000), Canada (1,000), Mexico (1,000), UK (2,000), Germany (1,000), France (1,000), Sweden (1,000), the Netherlands (1,000) and Australia (1,000). In addition to presenting global, overarching trends, the results were broken down into these individual market tables and regional sets for Europe and North America.

     

     

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  • National Pharmacies Improves Patient Privacy and Customer Experience with the SOTI ONE Platform

    National Pharmacies Improves Patient Privacy and Customer Experience with the SOTI ONE Platform

    National Pharmacies, one of Australia’s most progressive pharmacy and optical groups, has adopted the SOTI ONE Platform across its retail network to enhance mobile operations, reduce IT costs and increase data security to protect patient privacy.

    Founded in 1911, National Pharmacies previously relied on manual and desktop IT infrastructure to address customer transactions, enquiries and to manage stock through its retail supply chain.

    To overcome business challenges associated with manual and fixed in-store processes, National Pharmacies required a solution that empowered staff, enabled mobility, and improved the customer experience. As a result, National Pharmacies moved from fixed terminals to help automate the stock replenishment process, assist with customer queries, and improve member engagement, through in-house mobile apps.

    A Cure for Greater Functionality and User Support

    With more mobile devices being used within the business, remote functionality became a critical feature. National Pharmacies needed to deploy mobile apps remotely and previously struggled with a lack of visibility into their devices in the field.

    “Our pharmacies continue to keep pace with emerging mobile technologies, and we are always looking to improve the patient care experience,” said Joe Polisena, Chief Technology Officer at National Pharmacies. “Mobile technologies are considered part of our critical infrastructure in delivering health solutions and SOTI MobiControl provides us with the right tools for the job; verifying each device has the right software updates, right permissions and comprehensive logging to ensure privacy is respected for each patient.”

    SOTI MobiControl Protects Patient Data and Delivers IT Cost Savings

    “Mobility and the growth of the Internet of Things (IoT) are having a tremendous impact on the pharmacy and healthcare sectors. The challenge, however, is that more devices and more connected things increases security risks and the potential of leaking confidential patient data. In order to provide the high level of data security necessary to protect patients, National Pharmacies is trusting the SOTI MobiControl to secure and manage the vast numbers of endpoints they are deploying to keep patient data secure and private,” said Michael Dyson, VP of Sales, APAC at SOTI.

    Since working with SOTI, National Pharmacies has experienced IT cost savings and seen a double-digit reduction in the number of help desk tickets logged for mobile devices, resulting in improved user and customer satisfaction.

    “SOTI was able to provide a full, no cost proof of concept for National Pharmacies on their devices, in their environment, and assist them with all the challenges encountered throughout their deployment with ease,” said Michael. “Since implementing SOTI MobiControl, National Pharmacies has seen an immediate impact, with a 10X ROI saving both time and money across their operations.”

    For more information on how National Pharmacies is using the SOTI ONE Platform to improve their mobile operations, read our latest case study.

    About SOTI

    SOTI is the world’s most trusted provider of mobile and IoT management solutions, with more than 17,000 enterprise customers and millions of devices managed worldwide. SOTI’s innovative portfolio of solutions and services provide the tools organisations need to truly mobilise their operations and optimise their mobility investments. SOTI extends secure mobility management to provide an integrated solution to manage and secure all mobile devices and connected peripherals in an organisation.

     

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