Former Store Manager’s Perspective on Overcoming Retail Challenges with Technology

Working in retail today is more challenging than ever. The pressure on frontline workers has reached unprecedented levels, with 59% of them considering quitting their jobs in the past year alone.¹ Even more concerning, 72% of retail associates who left their jobs decided to leave the industry entirely.² This alarming trend reveals an urgent need to address the burdens faced by retail staff. According to a Work Trend Index (WTI) special report, 36% of retail workers believe having the right technology could help automate repetitive tasks and significantly reduce their workloads. Yet, many retail teams still lack the tools they need to work efficiently - leading to wasted time, frustration, and missed opportunities to focus on customers.

This is where Workcloud Sync comes in. This innovative software solution is designed to tackle these challenges head-on. By providing real-time, relevant information, Workcloud Sync empowers retail teams to deliver better customer experience and improve efficiency. Its communication tools - messaging, forums, voice, video, and push-to-talk - make it easier for employees to stay connected. Even better, Workcloud Sync reduces application fatigue by consolidating everything into one app with a modern, intuitive interface, simplifying workflows and cutting down on training time.

Having worked as a store manager in a nine-floor flagship retail location with high-volume sales and over 100 employees before joining Zebra in 2021, I’ve experienced these challenges firsthand. In this article, I want to share some of the operational struggles I faced and how Workcloud Sync would have helped address them.

The Landscape of Retail Challenges

Managing a flagship store is no easy task. With over 100 employees across multiple floors, every day brought new challenges: from coordinating pre-opening meetings to managing tasks and ensuring smooth communication. Pre-opening meetings, for instance, were essential for aligning the team, but they often felt inefficient, and key associates were spending 30 minutes of their shift in a non-customer-facing environment outside of the store’s opening hours. Task management was another pain point. While headquarters would assign general tasks like shipment completion or walkthroughs, these lacked the specificity needed to address the day-to-day realities of our store. Store-level priorities - like stockroom organization or adjusting the sales floor after walkthroughs - were often written on paper or communicated informally, making it difficult to track progress.

Communication added another layer of complexity. We relied on platforms like WhatsApp to share updates, but these lacked integration with other tools and weren’t secure for sensitive information. These inefficiencies didn’t just waste time - they affected employee morale and, ultimately, the customer experience.

Streamlining Communication with Workcloud Sync

Workcloud Sync completely transforms how teams communicate. Its unified platform integrates messaging, forums, voice, video, and push-to-talk, meaning everything is in one place. This eliminates the need for lengthy pre-opening meetings because real-time updates can be shared directly through the app. For example, instead of gathering everyone together for announcements or product updates, managers can send these details through Workcloud Sync, ensuring that employees start their shifts informed and ready.

Security is another huge benefit. In the past, we relied on WhatsApp for management communications, which wasn’t ideal for protecting sensitive information. Workcloud Sync provides secure communication channels that safeguard important data while maintaining compliance with regulations. This streamlines communication and brings peace of mind, knowing that critical updates are shared securely.

Juggling Multiple Devices

Managing operations in a flagship store meant always carrying multiple devices. Zebra devices were essential for inventory checks and product scanning, walkie-talkies were used to communicate with sales reps and stockroom staff, and my mobile phone was always buzzing with updates from the WhatsApp group. Employees faced similar challenges, often relying on at least two devices to perform their roles. Constantly switching between tools added complexity to an already demanding job.

Personally, as someone who loved wearing skirts and dresses (and we all know they’re not exactly pocket-friendly), this juggling act became even more challenging. My hands were always full, carrying multiple devices, and I often joked that I looked more like a walking tech station than a store manager. There were countless times when a customer approached me on the sales floor, and in my haste to assist, I’d set down all my devices - including my phone - on a nearby shelf, only to later retrace my steps to find them.

Workcloud Sync simplifies this chaos by consolidating all these functionalities into one platform, which can be integrated directly into Zebra devices. Zebra devices, already widely used in retail for inventory management and product scanning, have become even more powerful with Workcloud Sync. Now, employees can check inventory, scan products, manage tasks, and communicate - all from a single device. This eliminates the need for multiple tools, making workflows simpler and reducing the stress of juggling devices. Plus, using familiar hardware like Zebra devices makes adoption easier for employees, saving time on training.

Ensuring Phone Calls Are Answered

Customer service is the heart of retail and ensuring customer inquiries are addressed promptly is essential. Traditionally, phones in our store were fixed in specific locations like office spaces, corridors, or cash registers. These phones served dual purposes: customers could call the store for inquiries, and regional managers or headquarters staff could reach the store team. But this setup had its flaws. If no one was near the phone during busy periods, important calls could be missed - causing delays in communication or customer service.

Workcloud Sync solves this problem by integrating external and internal PBX (Private Branch Exchange) connectivity directly into the app. Whether a call comes from a customer or an internal team member, it’s routed to available staff members equipped with the app, no matter where they are. This ensures no inquiry or critical communication is missed, even during peak hours or when the team is stretched thin.

Enhancing Safety with Duress Calling Features

Safety and asset protection are top priorities in retail, especially when managing high-value inventory. In my store, the front area near the entrance was stocked with fragrances - some of the most expensive and easiest-to-steal items. While we had measures in place to protect this area, tools like walkie-talkies often fell short. Walkie-talkies were frequently left on shelves by staff, set to loud volumes to compete with store music, and lacked discretion. Reporting a theft or identifying a suspicious individual often risked alerting the person in question, escalating the situation.

Workcloud Sync’s duress calling feature addresses these challenges by providing a secure and discreet way to raise alerts. Employees can send an alert through their mobile device to a designated role or department, such as managers or asset protection teams. The duress call interrupts any active calls for recipients, ensuring it gets immediate attention. By default, the call is muted for recipients to allow discreet listening, but they can unmute if needed. Only the initiator can end the call. This feature is a game-changer for retail safety, enabling employees to act confidently in high-stress situations without compromising their security or professionalism.

Enhancing Task Management and Efficiency

Coordinating tasks in a flagship store with nine floors was a daily challenge. Each day, I walked through the sales and stockroom floors, taking notes, reviewing conditions, and piecing together priorities for the next day. This often involved checking emails, WhatsApp messages, and handwritten notes left by the team. It was a fragmented system that wasted time and created room for miscommunication.