CompuCom Systems, a leading provider of managed digital workplace services, has recently introduced its ‘Self Healing Store’, a new concept in store automation, for retailers.
Traditional retail technology support services remain complex, requiring end-user intervention at every stage. And in retail, where there is accelerated adoption of new technologies such as tablets, mobile Point-of-Sale (POS), digital signage, beacons and Internet of Things (IoT), the potential points of business failure are greatly increased.
The Self Healing Store, powered by CompuCom, is built with a customer experience focus. An automated service that keeps store technology up and running by monitoring device performance in real time, the Self Healing Store automatically detects and resolves issues, outages and failures. Predictive and proactive, it fixes issues before they impact employees or disrupt business, taking issue resolution from hours – or even days – down to minutes, saving significant time and money.
“CompuCom’s primary goal is always to improve the customer experience. We understand the pain points of retailers and how to resolve them. The Self Healing Store accomplishes this like nothing before, preventing technology from becoming a roadblock on the customer’s path to conversion and empowering store associates to focus on what matters the most: the customer’s experience,” noted CompuCom Chief Product Officer Ken Jackowitz.
The Self Healing Store addresses the following key issues:
Device Failure – The Self Healing Store automates initial troubleshooting, greatly speeding up the process. For example, a POS application can rapidly be reset remotely, addressing a common incident for stores. In many cases, issues can be resolved with no human intervention.
Network Connectivity – When the system detects a loss of connectivity, it instantly diagnoses the problem and takes action to fix it by resetting and troubleshooting the network. The Self Healing Store automates the whole process.
Operating System – The Self Healing Store’s automated “detect and diagnose” protocol works to pinpoint the exact issue behind outages, minimizing needless replacement parts and expensive technician visits. For situations in which parts or component replacement is the only answer, the system can automatically dispatch a technician with the right replacement parts and tools to ensure the problem is quickly fixed on the initial call.
Applications – When the Self Healing Store detects an application error or crash – for example, with Java, Adobe or Flash – it will immediately close and restart the application and initiate a reinstall when necessary – all without the need for user intervention.