1352 — IBM to help Boots to improve customer service and revenue

Jul 5, 2004 | Conteúdos Em Ingles

The UK’s pharmacy and health care chain, Boots, has selected IBM to develop an in-store employee portal to help store managers and staff deliver better customer service which will in turn drive sales. This initiative is part of Boots’ strategy to simplify internal processes giving staff more time to assist customers on the shop floor.

‘Our customer appeal is founded on our heritage of expert service and advice. We’re empowering our store managers and staff with the tools they need to drive our outstanding retail offering. IBM is providing us with a solution to improve customer service and drive revenue by empowering our staff,‘ said Brad Poulson, Director of Store Systems at Boots.

IBM noted that this portal, accessible through check-outs and personal digital assistants, will provide Boots store managers and staff with access on demand to training materials and personalised advice to complete tasks in progress more efficiently. It will be the foundation for quick and simple delivery of a wide range of information and applications, enabling stores to be run more efficiently and profitably, the Company added. Materials available will include advice on serving customers, managing constant stock availability on store shelves and driving sales plans.

IBM has announced that the work on the portal is already underway and pilots are scheduled in 21 stores next month.


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