61% of top global retailers trust their frontline workers with mobile technology while they work

Study finds clear shift in business performance of retailers who have implemented modern workforce management (WFM) technologies – retail ‘winners’ with advanced WFM solutions drive engagement , employee satisfaction and performance at all levels

LIVONIA, Mich., July 21, 2022 /PRNewswire/ — Today, the world’s leading provider of integrated employee experience and workforce management solutions, WorkForce Software, released the results of a global workforce management study -retail workforce with Retail Systems Research (RSR), which found that giving frontline officeless workers access to workforce management technology leveraging mobile devices frees up their managers’ time and empowers employees with real-time access to intelligent business communications, key performance indicators, sales trends and goals so they can have an immediate impact on day-to-day business – right where it’s at. find their work happening – on the sales floor serving customers.

“Mobile” is the underlying theme of technology enablers when it comes to desktop-less retail Workforce. With the unfortunate exception of midsize and underperforming companies’ failure to deploy “mobile devices to free up time for managers,” giving employees the same mobile technology consumers use is clearly the way forward. . While 48% of “winners” rate this feature as “great value,” 61% say the technology is installed and provides value. While such a finding may be a notable anomaly, the data in the data shows that it is once again the largest retailers driving adoption (70% vs. 41% overall). Retail industry technology enablers are leading the pack in identifying the benefits of mobile technologies for their officeless workforce around the world and improving the overall employee experience.

  • Automated mobile time and attendance capability is the number one use of mobile technology for the officeless workforce of major retailers, with 76% of retail winners giving it a “high value”. In a highly disruptive COVID world, it is imperative that employees have the flexibility and accessibility to better manage and organize their personal work schedules while meeting business needs. This technology dramatically improves their employee experience and can impact employee retention.
  • High performers place a higher value on technology that aims to empower employees. 90% of top retailers assign “high value” to employee communication portals (compared to 54% overall), and 80% assign “high value” to real-time employee performance dashboards (compared to 51% overall). Employee communication portals, mobile peer-to-peer communications, mobile self-scheduling, self-training and gamification of training accessible via mobile devices are all intended to help employees help themselves with modern workforce management technology.
  • The ubiquity of mobile technologies offers retailers the ability to use smart team communications to encourage teamwork and deliver just-in-time information to global or local staff members. Retail “winners” see the opportunity with 67% of retail “winners” place a high value on peer-to-peer messaging and collaboration, 61% touting mobile for “micro” employee training occur when they are needed on the sales floor, and 61% of retail “winners” see the value of mobile smart communications “in context” be integrated into workflows and communicated through their mobile devices directly to frontline retail workers.

The global pandemic has further illustrated that, moving forward, retailers must adapt quickly to the ‘never normal’ world of commerce, and they must constantly enable faster responses for their officeless workforce. – it is the people on the sales floor who meet and serve the customer. This can have an immediate impact on their business; 38% of top retailers surveyed said consumers have more access to product information than their associates can provide in-store. Enabling smart mobile WFM capabilities for the frontline workforce can combat this.

“Many senior executives tout that ‘our most valuable assets are our people,’ and now is the time to support that by investing in modern mobile workforce management technologies for commerce’s frontline workers. detail,” said Brian Kilcourse, Managing Partner, RSR. “Many global retailers are leading the way by equipping their frontline deskless workers with powerful WFM technologies. Their employees report a better work experience, feel more engaged and heard at work, and with mobile technology, they can have the time and autonomy to meet their retail customers on the sales floor and interact with them in a thoughtful way, creating meaningful sales relationships for their brand.”

With changing retail habits, a process accelerated by the impacts of the pandemic, today’s retail “winners” are poised to outdo themselves once again. The study showed that retail “winners” have a more favorable view of employee management tools, such as employee performance dashboards, task management, KPIs and alerts, and integration systems. Retailers with WFM technology can adapt to unprecedented changes in the retail industry and quickly equip their workforce to meet fluctuating customer demands. Those who don’t equip their officeless workforce with essential and necessary mobile technology and smart communications risk being left behind with sales figures falling short of targets and losses resulting from a lackluster customer experience. .

“Retail is often our canary in the coal mine, requiring them to be early adopters of cutting-edge technologies with a do-or-die business mantra that empowers their employees, retains their staff, and retains their customers, all orchestrated by a powerful modern workforce management solution,” said Sandra Moron, Marketing Director of WorkForce Software. “Learn insights from the retail ‘winners’ in this research report, invest in your frontline officeless workforce, which is your company’s most important asset. This research demonstrates that it There are clear performance variations between winners who leverage WFM technologies and improve their employees’ experience, and those who don’t.”

Online seminar

Join WorkForce Software and RSR for a live webinar at August 10, 2022at 11:00 a.m. EDT and 4:00 p.m. BST titled “The Modern Retail Associate: Passionate, Informed, Engaged”. Register here for the free US and EMEA webinar and here for the free Australia online seminar.


For this study, conducted online by Retail Systems Research (“RSR”) in the spring of 2022, retail industry personalities were targeted, with responses from 82 retail executives.

* In RSR Benchmark Reports, RSR frequently cites the differences between outperforming companies in year-over-year comparable sales and their competitors. RSR finds that consistent sales performance is the result of a different set of thought processes, strategies, and tactics. They call outperforming comparable sales “Retail Winners.” RSR’s definition of these winners is as follows: Assuming the industry’s average comparable store/channel sales growth is 7%, they define those whose sales exceed this hurdle as “winners”, those at this sales growth rate as “medium” and those below this sales growth. classify as “worse performers” or “all others”.

About RSR Research

Retail Systems Research (“RSR”) is the only retailer-led research company for the retail industry. RSR provides insight into the business and technology challenges facing the extended retail sector, providing thought leadership and advice on how to meet these challenges for specific businesses and the industry as a whole. To learn more about RSR, visit http://www.rsrresearch.com.

About WorkForce Software

WorkForce Software is the world’s leading provider of workforce management solutions with built-in employee experience capabilities. The company’s WorkForce suite adapts to the needs of every organization, regardless of their compensation rules, labor regulations and schedules, while delivering a breakthrough experience for employees when and where work takes place. Enterprise-grade and future-ready, WorkForce Software helps some of the world’s most innovative organizations optimize their workforces, protect against compliance risks, and increase employee engagement to unleash a new potential for optimal resilience and performance. When your employees include officeless or hourly, unionized, full-time, part-time, or seasonal workers, WorkForce Software makes managing your global workforce easy, less expensive, and more rewarding for everyone. . For more information, please visit www.workforcesoftware.com.

SOURCE WorkForce Software

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