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In mid-2008, Verizon Wireless needed to make a drastic change to its retail sales system. The existing one lacked the speed and flexibility Verizon's more than 2,400 retail outlets needed. The company decided to create a streamlined sales-order processing system, called SHOPP, aimed at reducing the sales transaction time and improving efficiency.
SHOPP's interface provides a simple and intuitive view of everything sales reps need to complete an order, including a real-time credit module, pricing and discounting modules, and a payment and signature module that makes sure a device is ready to use when the customer leaves the store. SHOPP can be used on a mobile tablet PC, letting sales reps move through the store while completing the entire sales transaction.
SHOPP has cut order processing time by at least 40%, saving about 500,000 hours of order processing time across the company. And within IT, it has replaced four separate order processing applications, resulting in a single code base. This has driven operational efficiencies across the technology group, while reducing maintenance, development, and training costs.
The Business of Going DigitalDigital business isn't about changing code; it's about changing what legacy sales, distribution, customer service, and product groups do in the new digital age. It's about bringing big data analytics, mobile, social, marketing automation, cloud computing, and the app economy together to launch new products and services. We're seeing new titles in this digital revolution, new responsibilities, new business models, and major shifts in technology spending.