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Tobias Rolver�tobias.rolver@sallinggroup.com

About Tobias

Salling Group, IT Infrastructure Engineer

Former frontline worker
Create new stores and support old ones
Been with Salling Group for 8 years

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About Alex

Alex Gavrilov�alex@zello.com

Zello, Chief Product Officer

Zello co-founder
Race car driver
Leads the product team

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What is Zello?

Zello is a voice-first communication platform, powered by our industry-leading push-to-talk technology, built to improve collaboration and productivity for deskless workers.

Clear, live voice at the push of a button�
Works on any smart device, over Wi-Fi and cell network�
Easy to use, integrate, deploy, and manage�
Robust features with message replay, text, photos, and real-time tracking�
Unlimited admin-controlled private and secure channels�
Configure and manage users remotely

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Zello is the leader

5 million active users worldwide
Over 8 billion messages delivered monthly
Highest rated push-to-talk app
Proven technology with 99.99% uptime
Widely used across retail, hospitality, manufacturing, and transportation

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Operational efficiency

… with better communication

Unlimited range and channels
Secure with zero interference
Message replay, images, and texts
Deploy and scale easily, with minimal user training required
One-to-one and one-to-many
Easily extend to any employee or subcontractor
Increase retention with better 1:1 support

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Actionable insights

Optimize operations with analytics

Identify peak times to better allocate resources
See how long your frontline waits for responses/support
Understand how long it takes for exceptions to be handled�

Track all communications

Search archive of all communications
Show evidence for auditing and quality assurance purposes

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What is Zello Kiosk?

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The problem: Shoppers are people

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Product challenge:

Create the world's best in-store assistance kiosk

December 2020

Fast
Reliable
Easy to use
Scalable
Helpful

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Zello Kiosk

Customer benefits

Help customers in a large store quickly
Maintain superior customer service at scale
Offer fixed self-service points for customers to ask for help�

Operational benefits

Improve service without hiring additional staff�
Elevate store experience with custom-branded kiosk UI

Brings Zello’s #1 rated PTT app to touchscreen kiosks to deliver prompt, targeted service in large spaces.

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Custom branding

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How it works

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One-touch shopper experience

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Employees share the load with Zello dispatch queue

Pool local or remote resources for quickest response

Respond from Android, iPhone or desktop�
Escalate to in-house experts

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Kiosk state diagram

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Zello Dispatch Analytics offers visibility into kiosk utilization and team performance

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Success story: Salling Group

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Denmark’s largest retailer

Denmark’s largest retail group serves over 11 million customers per week.�

Multiple retail formats: Large retail stores, home delivery, grocery chain, toy store chain, etc.

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Zello in stores

User: 2,710

Channels: 1,460

Kiosk: 3

Stores: 109

User: 2,787

Channels: 707

Kiosk: 11

Stores: 29 BR / 19 Bilka

User: 95

Channels: 96

Home Delivery

User: 10

Channels: 6

Bøgehøj

(Salling Group Academy)

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Zello applications

Base PTT

Instant delivery
One-to-many communication
Replay is important

Text

Items number and barcodes
Non-customer relevant

Kiosk

Gives information to customer
Covers more people
Looks futuristic
Gives data to NPS

Dispatch

Gives data to NPS improvement
Gives data to monthly meetings
Acceptance of the calls

Photos

No knowledge about the item
Item hard to describe
Problems with barcodes

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Zello Kiosk in the stores

Home Delivery

Started as a “Nice-to-have”; now a “Need-to-have”
10 units expected in all Bilka stores
1-2 in all Foetex
Enrollment has to be easy
Use Elo touchscreen devices with a custom URL
Not forced, in demand

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Zello Kiosk results

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