4 SERVICE LEVELS IN THE STORE 90%+20%12Brick and mortar stores are responsible for the vast majority of retail sales.The number of shoppers that are very satisfied with service in the brick and mortar store.In spite of all the available shopping channels you provide for your customers, the brick and mortar store is still responsible for the majority of store revenue: over 90%. With competition at an all time high and service the key differentiator, it is more crucial than ever to meet the service expectations of every customer that walks though your door. Yet, in a recent survey, only 20% of shoppers report being ‘very satisfied’ with the level of customer service that associates provide in the brick and mortar store. Retailers are not meeting the expectations of 80% of the shoppers that walk through their door.1. Once Proudly Web Only, Shopping Sites Hang Out Real Shingles; Stephanie Clifford; New York Times; December 18, 2012Motorola Solutions Holiday Shopping Study, Motorola Solutions, December 2012
5 THE HIGH COST OF A DISSATISFIED CUSTOMER 89%Begin doing business with a competitor following a poor customer service experience124The average number of people an unhappy customer tells about bad service2The price of an unhappy customer is high. Nearly all customers – practically 90% - begin to do business with a competitor after just one bad service experience. And to compound that problem, they tell an average of 24 people about their bad service experience. Factor in the high volume of shoppers who also use their smartphones to access their social networking sites, such as Twitter and Facebook, and chances are it’s actually hundreds of people who know about that bad experience before the customer even leaves the store.Customer Experience Impact Report, Getting to the Heart of the Consumer and Brand Relationship; Oracle (conducted by Harris Interactive)Global Customer Service Barometer, Findings in the United States; a research report prepared for American Express; Echo Research
6 HIGHLY SOPHISTICATED SHOPPERS How can you meet the expectations of shoppers who can access more information on their own smartphones than your associates can?PRODUCT INFORMATIONCOMPETITIVE PRICINGPRODUCT REVIEWSMeeting your customer’s service expectations is more challenging than ever before because practically every customer in every age group that walks into your store is most likely carrying a tool that will allow them to access more information faster than your associates can provide it – their personal smartphone. If your associates can’t answer questions in seconds without leaving the customer’s side, chances are the customer will have found their own answer by the time the associate returns.…….
7 THE GOOD NEWS: SERVICE HAS BECOME A COMMODITY 20% MOREThe amount two thirds of all shoppers are willing to pay for goods to get good service.The good news is that, according to an American Express research report, service has become so important to shoppers that they are even willing to pay more for goods to shop in a store that meets their service level expectations – up to 20% more. To win their business, you just need to figure out how to enable all of your associates to deliver a stellar service experience in your store for every customer, every day.2010 Global Customer Service Barometer, Findings in the United States; a research report prepared for American Express; Echo Research
9 THE MC40: THE NEW FACE OF RETAIL MOBILITY DESIGNED TO GIVE YOUR ASSOCIATES :Whatever it takes to take care of your customersWhatever it takes to take care of your storeWhatever it takes to maximize productivity – and manager efficiencyWith the MC40, no matter what your customers need, your associates can deliver – right on the spot. There is never a need to leave the customer to find the answer to a question. Everything associates need to help customers make that buying decision and complete the purchase is always right in the hands of your associates. Finally, they can provide the customer with a service experience that will have them returning – and telling friends and family about the stellar service in your store.9
10 DESIGNED SPECIFICALLY FOR THE RETAIL STORE YOU ASKED. WE LISTENED.Business-class durability, built for all-day every-day use in the retail storeAdvanced bar code scanning for first-time every-time capturePayment transactionsHigh resolution 8 MP camera for flexibilityInstant push-to-talk with practically any other voice-enabled mobile deviceLargest display in its classPower to run any applicationUser-replaceable batteryBrandable…and moreUnlike many competitive consumer and business-class devices in this category, the MC40 is purpose built for your associates. It is packed with features that allow your associates to respond to any customer need in seconds, as well as perform new types of tasks that allow you to increase the value of your associate workforce.In addition, you get features you won’t find in other devices:-Motorola’s world-class bar code scanning-the highest resolution camera in its class, ready to scan 2D bar codes as well as capture photos – for example, to document a damaged incoming shipment.-the only device that can connect via push-to-talk to other Motorola mobile computers as well as smartphones, such as the Apple iPhone and Android-based smartphones-brandable with your logo and choice of top housing color10
11 ROI: “3+3” ENTERPRISE CLASS LIFECYCLE UNSURPASSED LIFECYCLE IN THIS DEVICE CLASS FOR A SUPERIOR RETURN ON INVESTMENTAvailable for purchase for three yearsSupport will be available for three years after the product has been discontinuedAs a mobility leader, we understand that the more models of devices you have deployed, the more complex support can be – IT needs to learn and support more devices. To help reduce the cost of supporting your retail mobility deployments, we provide a guaranteed unmatched period of availability and support – unlike consumer-style models which may change just months after purchase.…providing an unparalleled 6 year total lifecycle.11
13 PROVIDE UNSURPASSED CUSTOMER SERVICE WHATEVER YOUR CUSTOMERS NEED TO MAKE A BUYING DECISION, ASSOCIATES CAN DELIVER:Check price and inventoryLocate a product in a different size or colorLocate complementary itemsAnswer any product-related question by searching the store database or calling a product expert inside or outside the storeOffer product comparisonsPlace an order for home deliveryRing up a purchaseLook for a future promotionUse push-to-talk to reach a worker to bring an oversize item to the registerAccess a gift registryLook up loyalty card pointsLocate and either print or send electronic coupons to a customer’s smartphoneReceive customer calls through your PBXNOTE: PBX functionality requires Motorola’s Unified Retail Communications.Push-to-Talk requires Motorola’s Push-to-Talk Express client on compatible voice-enabled mobile devices.13
14 KEEP YOUR STORE AT ITS BEST - ALWAYS THE SAME DEVICE THAT PROVIDES EXCEPTIONAL SERVICE DOES DOUBLE DUTY, PROVIDING ALL THE TOOLS ASSOCIATES NEED TO KEEP YOUR STORE AT ITS BEST AND READY FOR BUSINESS:Reach maintenance staff carrying two- way radios to clean up spillsReach Loss Prevention staff for any security threatPerform price audits and print out new shelf or items tags (requires a compact mobile printer)Perform markups and markdownsReplenish shelves with the right items at the right timeRapidly process an incoming shipment of goodsLine bust to reduce wait times in traditional POS lanes14
15 MAXIMIZE ASSOCIATE AND MANAGER PRODUCTIVITY WITH MOTOROLA’S MOBILE WORKFORCE MANAGEMENT SOFTWARE, YOUR SUPERVISORS WILL SPEND LESS TIME MANAGING – YET ASSOCIATES WILL STAY BUSY EVERY MOMENT OF EVERY SHIFTAutomates task creation – anyone and any store system can create a taskAutomatically assign and deliver tasksAutomatically escalate tasks if they are not completed on timeProvide managers with a real-time dashboard to view task statusView rich historical information to continuously improve associate productivity – and the customer experience.15
16 BIG BENEFITS FOR RETAILERS OF ANY SIZE WHEN YOU EMPOWER YOUR ASSOCIATES WITH REAL-TIME INFORMATION ACCESS, YOU WILL:Consistently deliver an unsurpassed customer experienceIncrease customer satisfaction and retention levelsIncrease sales by preventing walkouts and upsellingImprove associate and supervisor productivity and efficiency, increasing workforce utilizationImprove brand awareness and brand perceptionWith the tools they need to streamline and automate field workforce business processes, benefits ripple throughout your organization . For example:Your field workforce can get more done in a day and better serve your customers.Visibility into the location of your field workforce enables better dynamic routing, reducing mileage – which in turn reduces fuel costs and vehicle wear and tear.Real-time inventory information – from real-time sales orders to parts utilized during service calls – streamlines inventory management.16
18 We developed the mc40 feature set to address the unique needs of the retail store. Motorola Solutions is a leader in retail mobility – many of the world’s largest and most prestigious retailers count on our mobility solutions to deliver extraordinary customer service, all day every day. That experience provides us with unique insight into what you, the retailer, needs in a mobile device. And we deliver it in the MC40.
19 GOOD LOOKS“I want a mobile device that looks sleek and contemporary – one that is as well-designed and technically advanced as the mobile devices many of my customers own.”FORWARD-THINKING CONTEMPORARY PRODUCT DESIGN, WITH COMPREHENSIVE AND RELIABLE ENTERPRISE CLASS FUNCTIONALITYPure-consumer design on the outsideAll business, inside and outAdvanced data capture capabilitiesAdvanced device management capabilitiesEnterprise-class security19
20 RETURN ON INVESTMENT REAL ENTERPRISE-CLASS DURABILITY “I want a product that can serve my business for years in order to get a true enterprise-worthy investment.”REAL ENTERPRISE-CLASS DURABILITYThe durability that Motorola Solutions is famous for – dependable operation, year in and year out.Drop it, bump it, splash liquid on it, use it around dust – no problemMilitary standard 4 ft./1.2 m MIL-STD drop specft./0.5 m tumbles (1,000 drops)IP54 environmental sealing20
21 FIRST-TIME EVERY TIME BAR CODE SCANNING “Bar code scanning is business-critical – I need easy-to-use, reliable scanning technology that works on any type of bar code.”MOTOROLA SOLUTIONS MOST ADVANCED SCANNING TECHNOLOGYPowerful SE4500 enterprise-class scan engine scans any 1D or 2D bar code at laser-like speedsEasily captures dirty, scratched and poorly printed bar codesCaptures bar codes printed on paper or displayed on the screen of a mobile phoneTrue point-and-shoot with omni-directional scanning – no need to align bar code and MC4021
22 ROBUST PAYMENT PROCESSING “My associates need to process payments using many different types of payment cards over our wireless LAN – securely.”COMPREHENSIVE AND SECURE MOBILE PAYMENT PROCESSINGBuilt-in magnetic stripe reader (MSR) reads any card with a magnetic stripe – including credit, gift and loyalty cardsEncrypted head MSR for superior security and PCI compliance – payment information is never visible, it is encrypted before it enters the MC40Bluetooth Mobile Payment Module processes Chip and PIN-based debit and credit cards, plus NFC contactless payments22
23 APPLICATION PERFORMANCE “My associates will be using a wide variety of applications – including some that are very graphics intensive. They need dependable desktop-like application performance.”A POWERFUL PLATFORM PROVIDES DESKTOP-LIKE SPEED FOR THE MOST DEMANDING APPLICATIONSPlenty of processing power – an 800 MHz processorPlenty of memory – 1 GB/RAM; 8 GB Flash802.11a/b/g/n Wi-Fi – supports the fastest available wireless LAN technology23
24 FULL-SHIFT POWER USER REPLACEABLE AND RECHARGEABLE BATTERIES “I can’t afford downtime when devices must be taken out of service during a shift to recharge. I need a device that has ample power for a full shift.”USER REPLACEABLE AND RECHARGEABLE BATTERIESSwap batteries as needed to keep devices in service every minute of every shiftReduces the number of devices you need to purchaseUp to 8 to 10 hours of operation on a single chargeIntegrated accelerometer conserves battery time by powering down when not in use24
25 INTEGRATING THE ANDROID OS “This is my first Android device. How will I manage the devices? Do I need to create separate applications? Will they be secure? How about service and support?”ENTERPRISE-CLASS ANDROIDWe fortified Android for business use by adding enterprise class security, mobile device management and support for enterprise class functionality and accessoriesUsers can access only approved applications, protecting user productivityRhoMobile Suite enables the creation of one OS-agnostic application that will run on virtually any mobile device25
26 “BRANDABILITY” CUSTOMIZABLE SO YOU CAN PROMOTE YOUR OWN BRAND “If I’m going to put mobile devices in the hands of my associates, I’d ideally like to be able to use them to promote my own brand – not the manufacturer.”CUSTOMIZABLE SO YOU CAN PROMOTE YOUR OWN BRANDAdd your logoChoose your top housing color26
27 CAMERA FOR MAXIMUM DEVICE FLEXIBILITY “If I’m going to put mobile devices in the hands of my associates, I’d ideally like to be able to use them to promote my own brand – not the manufacturer.”8 MP COLOR CAMERA OPENS THE DOOR FOR ADDITIONAL FUNCTIONALITYOnly device in this class to offer 8 MP resolution for photos and videosAssociates can snap a picture to document proof of condition for an incoming damaged shipmentTake photos of a shelf or display to document promotion compliance27
28 EASY EVERYDAY ADMINISTRATION “Devices will have multiple users – I won’t be giving each user their own device. I’m worried that will translate into a lot of additional management time.”MULTI-USER LOG-ON FOR THE WAY YOUR BUSINESS OPERATES – IN SHIFTSDesigned for sharingCan be instantly provisioned for each user based on log-on to provide access to the right data and applicationsEnables easy device sharing, driving hardware and management costs down28
29 AMPLE DISPLAY SPACE LARGE 4.3 INCH DISPLAY Largest in its class “Some applications will need ample display space in order to be user-friendly – such as product comparisons. Users shouldn’t have to scroll around on a screen to view data.”LARGE 4.3 INCH DISPLAYLargest in its classHigh-resolution for sharp graphics and textProvides screen real-estate required for data intensive retail applications that help customers make buying decisions, such as product comparisons29
30 VOICE SUPPORT SUPERIOR VOICE FUNCTIONALITY – ONLY FROM MOTOROLA “Sometimes associates will need to voice support to talk to a supervisor or other associate. I don’t want to buy multiple devices – or incur cellular fees.”SUPERIOR VOICE FUNCTIONALITY – ONLY FROM MOTOROLAConnect your entire staff with instant push-to-talk, regardless of device type, including:Other MC40sOther Motorola mobile computersTwo-way radiosPopular smartphones (Android and iOS-based)PBX extensionsDelivered over your WLAN via VoIP supportOnly Motorola Solutions has the technology that can allow you to connect MC40 users via push-to-talk to just about any other worker on practically any type of device, including other MC40s, other Motorola mobile computers, popular smartphones and standard deskphones with a PBX extension. And since push-to-talk services are delivered over the WLAN, you can eliminate coverage and bandwidth issues as well as the monthly fees related to cellular push-to-talk services.30
31 DEVICE MANAGEMENT“I know my Windows-based devices work with my mobile device management solution...but will an Android device?”SUPPORT FOR MOTOROLA’S MOBILE DEVICE MANAGEMENT SOLUTIONSEnables easy centralized:StagingInitial provisioningUpdatesMonitoringTroubleshooting31
33 GLOBAL SERVICESComprehensive end-to-end services help you get and keep your enterprise mobility solution up and running at peak performance.
34 SERVICE FROM THE START WITH COMPREHENSIVE COVERAGE GOLD STANDARD IN POST- DEPLOYMENT SUPPORT WITH MULTI-YEAR COVERAGE FROM DAY ONEYou’re covered – periodNormal wear and tear + accidental breakageCovers internal and external device components plus select accessories that ship with the MC45Includes telephone and software supportBENEFITS:Maximize device uptimeUnparalleled “from the manufacturer” expertiseOutstanding value – eliminates unexpected repair costsFrees IT to focus on more strategic initiatives
35 MANAGED DEVICE SERVICE OUTSOURCE DAY-TO-DAY SUPPORT FOR YOUR USERSMulti-lingual help desk serves your workers in their native languageOur technicians can take remote control of the device to troubleshoot and resolve issues without user involvementIncludes proactive monitoring servicesBENEFITSFrees IT to focus on more strategic initiativesRapid issue resolutionProtects user productivity by enabling resolution of issues before users are impacted
36 AWARD-WINNING PARTNER CHANNEL Get up and running fast with ready-to-go tested and proven applicationsWE MAKE IT OUR BUSINESS TO KNOW YOUR BUSINESS. Whether your field mobility workforce is involved in sales, maintenance and repair, pickup and delivery or merchandising, there is a Motorola partner that knows your business, it’s challenges and best practices that resolve those challenges.READY TO GO TESTED AND CERTIFIED APPLICATIONS. Our large ecosystem of partners provides a large library of ready-to-use applications
38 UNMATCHED EXPERTISE80Years of voice and communication infrastructure experience34Years of helping customers automatebusiness transactions1,000sof customers with a positive andfast Return on Investment (ROI)
39 UNMATCHED BREADTHEVERYTHING YOU NEED, UNDER ONE ROOF – MOBILE DEVICES, WIRELESS INFRASTRUCTURE, RFID, SECURITY AND SUPPORT SERVICESHandheld mobile computersTwo-way radiosVehicle-mount mobile computersRFID fixed and handheld readersWearable mobile computersRFID mobile readersTabletsMicro KiosksHandheld bar code scannersWireless networksFixed mount scannersMobile device managementSecurity solutionsEnd-to-end services
40 UNMATCHED SUCCESSALL AROUND THE WORLD, RIGHT NOW, MOTOROLA MOBILITY SOLUTIONS ARE HELPING ENTERPRISES OF ALL SIZES EMPOWER THEIR WORKERS TO BE THEIR BEST IN THE MOMENTS THAT MATTER.Talk to the fact that the largest enterprises in the world in practically every industry are using Motorola mobility solutions to gain a competitive edge by delivering better customer service, increasing sales and cutting costs. We’re chosen as a mobility provider because we know mobility – not only do we hold many mobility patents, but we invented many mobility technologies, including first and second generation wireless LAN architecture, bar code scanning and much more.
41 The new face of retail mobility The MC40The new face of retail mobility