Hong Kong

Pilot retail application looks set to renew region’s brick and mortar

By Jason Lawrence
Originally Published on the SalesFix Blog


The first Salesforce Retail Clienteling application in Asia Pacific has arrived. Recently launched, this brand new application looks set to transform bricks and mortar retailing across the region with powerful, on-the-spot customer data that creates a totally customised in-store experience.

This application is launched by SalesFix Pty Ltd., a Brisbane based specialist partner in business process improvement, in partnership with Salesforce ISV Partner Proximity Insight. Together they will deliver the very first Retail Clienteling application to Comvita’s retail store staff in New Zealand.

Following other premium brands such as Max Mara, Burberry and Jaeger, Comvita understands a key element of the future of bricks and mortar shopping is providing a superior in-store and personalised experience for customers.

Through the new Retail Clienteling application, Comvita’s retail staff associates will be able to access powerful, real-time customer data such as spending history and past interactions across multiple channels (retail or e-commerce) . As a simple, customer-facing interface, the Clienteling solution will enable extensive product information to be accessed by sales staff who can then share this with their customer.

A further benefit is the ability for the stores to be connected to other departments, stores and teams such as customer service, to have a single view of the customer regardless of location. It will mean retail staff will be able to view all customer issues no matter where they were raised i.e whether by email, in person or online.


The Retail Clienteling application is being piloted in New Zealand. Following the pilot, it is likely to be rolled out to another three countries in the APAC region and in the corresponding language: Japan, Korea and Hong Kong

Jason Lawrence, CEO for SalesFix said, “Proximity Insight brings a breadth of expertise in the new frontier of brick-and-mortar retail clienteling, where sales associates have real-time access to powerful CRM data through mobile devices. This is just one of the strategic partnerships we have formed to better serve our customer Comvita and the broader retail sector.”




About SalesFix:

SalesFix is a specialist partner in business process improvement. With a strong understanding of business systems and a commitment to improve business results, SalesFix help their customers enhance business effectiveness and improve customer satisfaction.

SalesFix is a Salesforce implementation, integration and service specialist with multi-disciplinary business expertise spanning management, accounting, services, marketing and sales. Their Salesforce experience exceeds 10 years and the team is highly trained and Salesforce certified.

Headquartered in Brisbane, SalesFix serves more than 60 longstanding companies across Australia, New Zealand, Asia and Europe.


About Proximity Insight:

Proximity Insight is a Salesforce ISV partner that develops connected technology tie-ins to Salesforce to push the boundaries of CRM, Digital Marketing, and the in-store experience.

Their Dynamic iPad Clienteling OEM Product delivers real-time customer data to store associates where it matters on the shop floor. Actionable insights create a stronger selling relationship than ever before to drive revenue and performance. Combined with location-based technology and a consumer app, the power of revolutionary retail is instantly in everyone’s hands.

Proximity Insight is highly specialized in retail, creative, and CRM disciplines. For two years they have had permanent offices in the Silicon Alley district of New York City and in Melbourne, Australia. Their physical presence recently expanded into London.


About Comvita:

Comvita (www.comvita.co.nz) Comvita (NZX:CVT) is a global natural health company committed to the development of innovative products, backed by ongoing investment in scientific research. Comvita is a world leader in Manuka (leptospermum) honey and freshpicked Olive Leaf Extract, which are at the core of the Comvita product range.

Comvita has approximately 50% of honey supply under direct ownership or control, with the balance of supply from long term contractual and partnership arrangements. Comvita pioneered the development and use of medical grade Manuka honey and was the first to receive FDA approval (2007). Comvita partners with US wound care company Derma Sciences, Inc. (NASDAQ:DSCI), the global licensee for Medihoney® specialist wound care products, which are used in hospitals and medical centres around the world.

Comvita’s freshly picked Olive Leaf Extract is grown, harvested, extracted and bottled at the world’s largest specialised olive leaf grove, with over one million olive trees. Comvita sells into more than 18 countries through a network of branded retail locations, online (seven country specific e-commerce websites) and third-party outlets, and hasover 500 staff located in New Zealand, Australia, Hong Kong, Japan, South Korea, the United Kingdom and the USA.


About the Author

Jason Lawrence is Managing Director and Senior Consultant at SalesFix. He established SalesFix in 2010 in Brisbane, Australia. Jason is an experienced senior manager and business analyst, with excellent commercial awareness and the ability to interpret business, sales, and financial and management issues. He is a highly experienced Salesforce.com Consultant and Salesforce.com Developer. Prior to moving to Australia, Jason worked for 20 years in the UK as a Management Accountant (ACMA, CPA), identifying process improvements and translating these into solutions for the IT departments to develop. After a couple of years as a Salesforce user, Jason realised he could deliver many of these solutions using the Salesforce1 Platform®. Jason has become well known in the Salesforce ecosystem and has been awarded the prestigious “MVP”(Most Valued Professional) award from Salesforce.com in recognition for his knowledge, skills and contribution he has made to the Salesforce Community. Being no stranger to mentoring, Jason is the leader of the Brisbane Salesforce User Group and regularly attends mentoring sessions in association with CoderDojo Brisbane.


The Customer Service Revolution

Shopping is now a 24/7 experience. Digitally savvy customers are able to research, compare products and prices, and read reviews before making a purchase decision. They are becoming more vocal and share their brand experiences—good or bad—with their social network. Most brands struggle today to deliver a positive experience from sale through service and 89% of customers are leaving brands due to a bad customer experience.

It is no surprise that companies who invest in a 'customer-centric' strategy are seeing amazing results in their overall business KPI's. The best brands in the world provide their customers with a memorable experience...that experience creates an emotional connection which will stay with the customer for life. McKinsey & Company provided some research in 2013 to support this theory.


Fast forward towards the end of 2015 and these statistics above are even more convincing. Organisations are no longer just focused on the 'Increase in ROI' they are now also conscious of two other metrics; 'Customer Satisfaction' and the 'Willingness to Recommend.' The close link between service and marketing is now apparent. A well armed marketing team should help set up every department around them to know the customer more intimately. The key is then being able to serve the customer information in a friendly and actionable manner. Welcome customer clienteling.


Customer Clienteling: Serve Your Customers Better!

Retailers today need to empower their employees with information that allows them to have a helpful and meaningful conversation with clients. Innovators are recognising that the retail industry needs tools that truly fit the way consumers shop and how sales people sell. Retailers and consumers have embraced these reimagined tools, and these companies are seeing great success. According to PWC the following clienteling tools enable:

  1. Connected Customers: Armed with a dynamic customer profile, sales and service associates can now make informed, personalized cross-sell and up-sell recommendations to customers at the point of sale. The payoff? Higher sales per customer and improved customer loyalty.
  2. Connected Stores: The solution helps retailers create seamless, consistent interactions and experiences across multiple channels—including online, in-store, on mobile devices and via social media. The result is improved customer satisfaction and loyalty.
  3. Connected Employees: Better-connected employees—those who collaborate more effectively, share success stories, and contribute first-hand product knowledge—help improve their own performance as well as that of their peers. For the enterprise, this means greater operational effectiveness.
  4. Connected Products: The solution can help deliver real-time insight into customer preferences, buying habits, product reviews and product availability. Armed with that data, enterprises can make better, informed decisions, scale more easily and increase their returns on investment.

Customer Journeys: Bring together the physical & the digital

Customer clienteling has been around for a few years now, particularly in the retail and financial space. However utilising the Salesforce platform, customer clienteling solutions can now trigger real-time journeys straight from the Marketing Cloud whilst the customer is in store or just left.

Imagine you are an existing customer and visiting a Country Road store. You are browsing their summer range when you get approached by Samantha one of their friendly customer service staff. Samantha has an iPad in her hand and with the quick scan of your loyalty card or by utilising iBeacon technology can access your customer record. Samantha now has access to your:

  1. Customer Profile Information
  2. Style Recommendations
  3. Wish List Items
  4. Online Browsing Behavior
  5. Purchase History Details
  6. Loyalty Status and Special Offers

Some customers might be frightened by companies having access to this amount of data but the objective is purely to provide a more personalized shopping experience. Samantha now becomes your own personal stylist and the same unique experience you get online can now also happen in store. Samantha also now has the ability to send you communications from within the store during your shop. For example items you have recently tried on, items that customers similar to you have purchased, trending items online, the products you have put on lay-by or more importantly send a personalised message from Samantha herself after the shop. The insights can power Samantha's conversation and level of service, however provide the relevancy to enhance your shopping experience. See the example below:


The lines between the physical and the digital are slowing becoming blurred. We can now push the boundaries of CRM, digital marketing, and the in-store experiences.

If you would like to hear more about these leading solutions, I recommend you reach out to the thought leaders and innovators in this space Proximity Insight.

You wont be disappointed!

Customer service is not a department
....it's everyone's job!Read more


iBeacon Technology In Use: The WWI: Love & Sorrow Exhibition by Museum Victoria

At Proximity Insight we like to keep abreast of what people are doing with iBeacon technology in all industries and areas, and recently I was invited by Wendy Pryor to visit Melbourne Museum and see first hand how they are using beacons in their exhibit, "WWI: Love and Sorrow".

The exhibition is about a small group of individuals, and tells their stories, through enduring one of the darkest episodes in human history and the remainder of their lives afterwards.

I was met at the museum by both Wendy and one of her colleagues, Jonny Brownbill, and I must express my heartfelt gratitude to them for their hospitality. Jonny handed me an iPod belonging to the museum with the exhibition app already installed, though if you bring your own iOS or Android device in the near future you will be able to download the app to that (rather smartly, content for the app is pulled from a local server on the WiFi network).

Visitors attending the museum are pointed to the exhibition by a period ambulance located next to the entrance, which just so happens to be the first of a series of objects containing a beacon, allowing it to be collected treasure-hunt style, in the app.

Once guests reach the entry to the exhibition itself they're prompted to choose a character whose story they will follow.


The Experience

As you walk through the exhibition, you're invited to watch out for icons on the walls corresponding to your chosen person. These correspond to nearby beacons, and as you move through these areas details of the story you're exploring are revealed in chronological order. These details take a number of forms, from extra textual information and summaries of the progress of the war, to audiovisual content related specifically to the person you chose. For instance, while looking in a display case of artifacts which included a hand-written diary, the app revealed several passages from within it, transcribed for ease of reading, but also narrated by a relative of the deceased author.

Upon reaching the end of the trail, there are several monitors on the wall: placing your device on the red poppy logo below a monitor results in a final video for the story you've followed.


One of the key features of the technology use in WWI: Love and Sorrow is that it doesn't dominate proceedings, it is there as a supplement to the more traditional aspects of the setup and it does genuinely enhance the experience. A prime example of this is at a point halfway through the procession, when entering the range of a particular beacon actually locks down the app, which simply displays a message telling you to look around you and not at the device. In a world where people are increasingly absorbed by glowing screens in their hands this was a very refreshing scenario to witness.

WWI: Love and Sorrow most definitely stands as an exhibition on it's own merit, but to my mind the team responsible at the museum have successfully leveraged iBeacon technology to take it to the next level. If you're in retail and wondering how you can leverage these ideas and lessons then consider this: it's all about customer delight, and using new and novel technology in such a way as to improve the customer experience without overshadowing the real-world interactions that can, and should, take place.

You can read more about the exhibition at the Love and Sorrow website, and if you want to learn more about the details of the exhibition design and corresponding app then you should look no further than the paper Storyteller - World War One: Love and Sorrow: A hybrid exhibition mobile experience by Jonny Brownbill and Timothy Hart of Museum Victoria.

woman cliff water

Dreamforce '14

Preview the world’s most revolutionary iBeacon retail experience at Dreamforce and learn how you can:

*Turn retail staff into mind-readers using Salesforce and iBeacons
*Inexpensively customise every retail interaction using Salesforce data
*Build a true omni-channel VIP customer solution
*Close the data loop on customer behavior

Over 50% of the top 100 retailers in the U.S. are testing iBeacons and full scale implementations grow by the day.

Proximity Insight in the Retail Zone

See the premier product combining true CRM with iBeacon technology

Retail Zone Partner Portal R6
Reserve an appointment or drop in at our portal in the Retail Zone for a personal product demonstration. We’ll be showcasing iBeacon App integrations with our retail partners. See what comes “out of the box” and preview our Salesforce1 iBeacon Reporting Package.

Look out for the Proximity Insight team:

Steve Orell – Co-Founder
Craig Crawford – Head of Retail Strategy
Paige Gamble – Brand Owner and Designer
Retail Zone Spotlight Session
Craig Crawford will provide insights on how to drive engagement between the business, IT and the customer. We’ll explore a use case for driving customer engagement through iBeacons with partners Petits Bisous and novastone, and we’ll demonstrate Proximity Insight: the first iBeacon product on the AppExchange, including dynamic clienteling and dynamic digital signage interaction.Moscone South, Retail Industry Showcase

Monday 13 October, 6:00pm-6:30pm
Tuesday 14 October, 2:00pm-2:30pm

Featured In The Wearables Keynote Presentation
Wearables are a huge part of the proximityinsight strategy. Come to the Wearables Keynote presentation to see us demonstrate micro-clienteling – something that is sure to play a huge role in how brands interact with the customer of tomorrow.

Hilton Grand Ballroom B

Monday 13 October, 12:00pm-12:40pm

Proximity Insight in the #DevZone
Find Kris Moyse and Matt Lacey and the Proximity Insight booth in the IoT #DevZone to learn about how you can leverage our tools and expertise to add iBeacon technology into your Salesforce.com applications. See examples of how we’ve integrated wearables, iBeacon tehcnology, mobile apps and Salesforce1 to build the Proximity Insight clientelling solution.

IoT Devzone, Moscone West

Need more information?
Visit www.proximityinsight.com or email hello@proximityinsightai.com to get in touch, arrange a personal demonstration, and get more information on our showcased Apps.

Follow us on Twitter and LinkedIn for more DF14 updates.


Proximity Insight Wear

Proximity Insight is excited to offer Android Wear notifications for staff on the run.

Behind all truly luxurious experiences are millions of tiny touch points that the recipient doesn't even know exist; now that you can deliver contextual information to wearables through our Proximity Platform, you have an opportunity to unlock a whole new realm of meaningful interactions.

When a VIP customer gets near to a iBeacon (like indoor GPS), a message is sent to Salesforce allowing a whole new level of customer interaction in a physical space by leveraging the Proximity Insight platform.

Imagine Kris is a high roller and spends 4 weekends/yr on property. He walks up to the BlackJack table to start playing shorty after checking in. Pit Boss as well as VIP concierge gets a notification on their Android Wear watches with Kris's picture and a note where he is and pertinent profile information.

times square new york city

Proximity Insight Judging Salesforce Summer of Hacks

It was and absolute honor and pleasure judging the new breed of Salesforce app developers at the NYC Summer of Hacks on the 13th of July 2014.

Congratulations to all the participants.

Sport Conf

Proximity Insight @ #SportConf

Craig Crawford and Steve Orell from Proximity Insight were part of the prestigious line-up of speakers at #SportsConf: Beacon this week.

#SportsConf beacon is a half-day virtual conference that united sports professionals and brands, educating them on iBeacon, proximity, and micro-location technology. It is the first event to address the unique opportunities and challenges that this game-changing technology presents.

Craig and Steve presented The future of Connected Retail: building 1-1 relationships to create lifetime customer value. The presentation included a case study detailing how Burberry established themselves as the market leader in brick-and-mortar connected technology. They then discussed current connected retail trends and plans for the future, with a focus on how Proximity Insight's technology creates deeper brand relationships by integrating CRM with the iBeacon experience before wrapping up with an open Q&A session with the audience.

Proximity Insight's use of CRM in the beacon space to create real dialogue with customers was a standout amongst the innovative use cases presented.


Former Burberry Vice President joins the Proximity Insight team

Proximity Insight has expanded its executive team through the appointment of former Burberry Vice President, Craig Crawford.

As a Retail Visionary, Craig brings more than 30 years of global fashion brand experience to Proximity Insight. As VP of IT Strategy, Architecture, and Relationships at the world’s most innovative luxury brand for the last 7 years, Craig spearheaded Burberry World’s collaborative social enterprise dashboard for mobile, connecting corporate and retail employees, brand partners, and all Foundation Activities via a branded Salesforce.com platform. Additionally, Craig introduced interactive, 3D, and hologram technologies to establish and affirm the brand's image as a digital leader, as well as developing the market leading runway made-to-order process.