Solid Infrastructure

RETAILERS ELEVATE THE EXPERIENCE 01

How internal IT can keep pace with digital grocery.

By Steve Stover

Grocery chains and food brands have evolved beyond brick-and-mortar storefronts. The rise of meal kits, online ordering and same-day delivery creates an opportunity for the food industry to merge the traditional grocery store with digital service offerings.

While these innovative customer experiences elevate brands and increase profits, growth is difficult to manage without the right tools. An influx of new technical problems — originating from mobile apps, delivery drivers and on-the-floor teams — becomes difficult to efficiently manage for internal IT departments on outdated software. It is critical, then, that grocers employ policies of continuous modernization not just to their product, but to their IT infrastructure as well.

Modern IT platforms have the power to:

  • Recognize repeat issues. Frontline grocery teams and business stakeholders submit repetitive requests to their internal IT teams on a daily basis. With outdated platforms, technicians respond to tickets individually and with original responses. Modern ticketing platforms recognize repeat issues, allow teams to create templated responses and FAQ pages, and pinpoint the existence of larger problems in their environment. Instead of flooding inboxes, recurring problems instead bypass the help desk. This frees up significant time for technicians to prioritize more critical issues.
  • Clear out inboxes. As grocers’ scope of services increases, so does the amount of service requests. Modern ticketing systems ensure that the central hub for response is no longer the inbox — which can easily overflow and overwhelm technicians. Instead, ticket response occurs within the new system. Tickets are distributed to the appropriate team members and organized based on urgency. Low-level tasks are automated, high-priority issues are resolved and no problem gets buried beneath a stream of emails.
  • Encourage mobility. Modern IT platforms ensure maximum access and efficiency by relying on the cloud rather than on-prem servers. Cloud-based services seamlessly connect to mobile applications and give real-time alerts to technicians on-the-go. They also allow for a centralized knowledge base of pertinent information, as opposed to dispersed information across servers, network folders and inboxes. This fluid, constant connection reassures business stakeholders and grocery teams that IT technicians are on-hand and knowledgeable — even when away from a desktop computer.

Grocery’s internal IT capabilities must evolve alongside its digital presence. While meal kits, curbside service and flashy mobile applications elevate a brand, failing to modernize the IT components puts it at risk of rising too quickly and then crumbling under pressure. Investing in a highly efficient, modern IT management platform guarantees keeping pace with the times and retaining customers.

Steve Stover is an accomplished technical and product leader with over 20 years of software experience in IT service management, cloud computing, and advanced analytics markets. He has demonstrated leadership and operational success in producing market leading products at companies including Dell, Quest Software, Red Hat, and Teradata. As VP of Product at Samanage, Stover leads the product team in delivering and communicating the roadmap and strategy for products. Prior to joining Samanage, Steve was the VP of Product Management and Marketing at Predixion Software where he led the repositioning of the company and product strategy including partnerships with Accenture, Cisco, and Intel. Stover earned his B.Sc. in Computer Science from Radford University.

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