1. XQ Live!
Interactive Retail

2. Jump.ca XQ Case Study
Gerald Buchko
VP of Sales & Marketing
Jump.ca
Interactive Retail

3. About Jump.ca
! Leading reseller of
wireless and
telecommunications
products and services
! 20 years in business
! 17 stores in
Saskatchewan, Canada

4. Brand Assessment
! Establish a competitive advantage that fosters a
welcoming and intuitive environment
! Create a seamless buying experience, in store,
online, on the phone.
! Utilize technology to our advantage
Company Purpose:
Create amazing experiences for our employees,
our customers and our community.

5. Interactive Retail Concept Store
! Develop an in-store experience second to none
in our marketplace.
! Create a competitive advantage that develops a
more intimate relationship with our customers.
! Ensure we are top of mind for repeat/return
business
! Create an environment of knowledge.
! New builds and renos built off this concept

6. Interactive Retail Concept Store

7. Challenges with Previous System
! Challenge managing content
! Took a long time to update product information
! Usually receive new product information 2-3
days in advance but it took us up to 7 days to
update and get the content ready
! Did not meet digital quality expectation
! Inconsistent performance in product, weak
support team.

8. XQ Launch
! Implemented XQ Interactive
Retail Solution from iQmetrix
March 2011
! Goals for implementation XQ’s interactive retail
displays give our stores
• Attract new customers an edge in creating a
memorable shopping
• Educate customers on experience.
complicated product
Kris Parker, Director, Brand &
• Improve overall sales Marketing, Jump.ca
experience

9. Why XQ?
Content Creation and Management
! No need to manually create the content
! Content is sourced from iQ Catalog
! Product images, specs, rate plans details etc

10. Why XQ?
Integration with RQ4
! Pricing and inventory
information pulled from
RQ
! No double entry
! Reduces costs and
increases accuracy of
information

11. Results and Benefits
Decrease in Walkouts
Customers can engage with interactive screens while waiting
to speak to a sales rep
6.0%
XQ Store
Walkout %
4.0%
2.0% Legacy Store
0%

12. Results & Benefits
Boost in Conversion Rate
Engage customers early in sales cycle and offer guided sales process
% of Customers Who Made Purchases
40.0%
30.0% XQ Store
20.0%
10.0% Legacy Store
0%

13. Results & Benefits
Increase in average customer spend
Related items and accessories displayed on screens
$170.00 $166.17
15% higher at XQ Store
$160.00
XQ Store
$150.00 $144.39
Non XQ
$140.00
$130.00
Profit per Invoice

14. Customer Experience
! Exceed our commitment to our customers
! Create the amazing experiences we need to
achieve
! Ensure success and competitive advantage for
the future.

15. XQ Live
Sasktel Case Study
Interactive Retail

16. About Sasktel
! Telecommunications
company based in
Saskatchewan
! $1.1 billion in annual
revenue
! Over 1.4 million
customer connections
! 11 retail locations

17. Sasktel XQ Launch
! 3 locations live with XQ starting in April 2011
! XQ standalone solution
! Major store redesign and reno for each location

18. Sasktel Tour
8 XQ Browse Displays

19. Sasktel Tour
22” Planar Multi-Touch Monitors running XQ Browse

20. Sasktel Tour
10 AdPlay Screens – Digital Ads & Video

21. Sasktel Tour
Before After

22. Goals Set by Sasktel
Store redesign and XQ launch goals
! Revenue growth
! Increasing customer satisfaction
! Strengthening the SaskTel brand
! Increasing sales productivity

23. Results
We’ve noticed an
Increase in Store Traffic increase in traffic
of up to 30%
Strong appeal to younger
demographic – fastest growing Joel Ganong,
Marketing Manager,
customer segment in wireless Sasktel
“This store is sick!”
feedback from 15 year old customer

24. Results
Increase in Attach Rates
“For one of our new stores, the first month's
attachment rate was the highest compared to all
stores at 106%.” – Joel Ganong, Marketing Manager, SaskTel
Related products and accessory tab in XQ prompt
customers and sales staff to communicate up-sell
items more effectively

25. Related Products

26. Results
Enhanced Customer
Experience
• Customers can engage with interactive XQ has helped
SaskTel raise the
displays while waiting to speak to a sales rep bar for customer’s
• Provide customers in-depth product info to retail experience
help make a purchase decision in our market
• Brings the online experience in-store
• Wow Factor!

27. Easy to Compare Products

28. Results
Customer Satisfaction Survey Scores – Post Launch
Store Manager has conducted several post contact
surveys (all questions are on a 10 point scale):
Average scores across Sasktel stores with XQ:
! Likelihood to recommend: 9.8
! Easy to do business with: 9.5
! Rep experience: 9.6

29. Results
Strengthened Brand
! Top-of-mind brand recognition
! Increased brand visibility, delivering consistent
messaging across locations
! Consistent experience, regardless of store
location

30. Brand Visibility
No more paper posters and brochures

31. Brand Visibility

32. Results
Increased Sales Productivity
1100 customers a day during peak times –
Cornwall Location
16 staff to serve
How?

33. Results
! Customers can start learning about products
while waiting
! Reduces the time required to educate customers
about products
! Effective sales aid for retail staff

34. Summary
! 6 months since launch
! Increase in traffic
! Higher Attach Rates
! Increase Customer Sat Scores
! Stronger Brand Recognition
! Increase in sales productivity
! Plans to have XQ launched in all of their 11
locations over the next year

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