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Relationships

Building a customer experience in an era of fast consumerism.

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Millennial Expectations

  • Feel valued by companies beyond point of sale
  • Fast delivery of products
  • Easy processes for purchases, returns and repairs.
  • Insight into to supply chain for environmental, ethical, and social responsibility

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Servicing Customers Past the Point of Sale

Through Reverse Supply Chain

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Kiosk War-Plan

  • Service kiosks in existing retail locations that sell Microsoft products
    • Walmart
    • Best Buy
    • Target
    • Office Depot
  • Kiosk Capabilities
    • Diagnose issue with the product
    • Software issues: fixed on the spot
    • Hardware issues: returned to JDM1 and customer receives a new product

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Inventory Strategy

  • Shared Inventory with the host retailer
    • Supply chain already reaches those shelves
    • Increases stores turns and reduces required kiosk inventory
    • Shared inventory can be negotiated with host retailer at top level

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Return Strategy

  • Customer uses remote microsoft support
    • Remote support may then refer customer to nearest customer service kiosk
  • Kiosks are closer to customers than stores
  • Kiosks can repair software same day software issues
  • May issue loaner devices to customer while device is shipped out for further repair
    • Items requiring further repair will be be shipped out daily using a third party courier
    • Notification System could be put into place where technician notifies system which then notifies courier of pick

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Logistics and Fulfillment

  • Customer swap triggers a replenishment pull
  • Inventory - No need to reinvent the supply chain
  • Reverse Supply Chain
    • Utilize 3PL to ship repair items from kiosk to store or further up the reverse supply chain

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Data Strategy

  • Shared ERP infrastructure with host retailer
  • Synergistic use of data and forecasting capabilities with Host
    • Help prevent both stock out and over stock

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Technology Required

  • Diagnostic equipment currently used in retail locations
  • ERP connection to trigger host inventory replenishment
  • Technologically knowledgeable staff

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Conclusion

Building a Relationship and Experience for Millennial Customers

Kiosks provide affordable proximity to the customer

More customer relationships can be created in the reverse supply chain

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