As we all know, omni-channel retail is about making products available to customers through as many channels as possible. With each channel comes more ways for customers to provide their feedback, or to put it another way, more ways for an own brand team to listen.
The challenge is that most own brand teams don’t have one place where all the feedback relating to their products comes together to allow them to see the complete picture.
Own brand quality teams typically use dozens of systems and spreadsheets to manage hundreds of suppliers supplying thousands of products.
This makes it impossible to:
1. Consistently hold all suppliers accountable for quality issues.
2. Make a meaningful impact on the customer experience.
S4RB’s Affinity™ platform consolidates quality metrics to create one view of product and supplier performance whilst also empowering retail teams to work together with suppliers to improve performance.
Want to learn more about managing and sharing customer feedback?
The overwhelming amount of information available about hundreds or even thousands of private brand products can be difficult to make sense of. Trying to collate feedback from in-store, returns, call centre, online and social media or from in-house testing makes proactively spotting opportunities for development almost impossible.
S4RB can pull all of this feedback together to provide ‘One View’ of product performance. One View highlights areas with potential to increase profit, drive sales and ensure the brand’s value proposition is being delivered.
We help you to quickly gain an understanding about your products and suppliers.
We help you to consolidate data from an ever-increasing number of sources.
We break data down into actionable insights, allowing you to make informed decisions about new product development, existing product development and range rationalisation.
Automatically collate feedback from multiple systems and sources
View product, supplier and category level quality performance
Out-of-the-box and tailored online analysis and trend dashboards
Using our Supplier Engagement methods, we enable you to share the information that matters with your suppliers, helping you to maximise their effectiveness without increasing your workload.
Supplier-facing dashboards for just their products
Benchmark performance against peers with category averages and ‘acceptable thresholds’
Generate supplier scorecards based on combined quality metrics
Automatically trigger conversation based on quality thresholds or failed tests
Manually begin a conversation with a supplier about any metric or trend
Attach and link relevant documents, photos and information
Assign corrective actions with resolution dates
Measure supplier on time issue resolution with online dashboards
Easily monitor 'resolved' issues to ensure permanent resolution