Metrics Matter
ServiceClarity Blog

Why Retailers need to track their deliveries 🚚

Just a few years ago, online shoppers would happily wait a week or two to get their shopping. Today, thanks to companies like Amazon and ASOS, one-day shipping has become the norm. We have become so impatient that the majority of online shoppers expect their order status to be updated within a few hours, reports OSM Worldwide’s State of Online Shopper Delivery Expectations.

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What KPIs does YOUR department need to track?

KPI tracking is crucial, whether you are in engineering, sales or support you need a measurable value to ensure you are achieving your objectives. Whether this focuses on customer acquisition, product discovery or project velocity each of these areas require you to define what success is and how to measure it.

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5 Service Desk Metrics essential for 'Click and Collect' Retailers ⬆️🛍

The ‘click and collect’ service offers an increasingly important incentive to shoppers looking for convenience and reduced cost, with over 70% of shoppers making the choice to use click and collect. With 95% of shoppers claiming they would shop elsewhere if an online store did not offer a convenient delivery option, it is clear that when competing with the likes of Amazon and their extensive delivery options, 'click and collect' is an essential part of a retailers online offering. However, ultimately there is a cost to offering 'click and collect' as part of an omni-channel service and this cost must be borne by the retailer.  The nature and extent of the service offered affects the bottom line to the extent that some major retailers, most notably Tesco, Sports Direct and John Lewis, have sought to reclaim some of these costs by adding a charge for 'click and collect'.

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5 KPIs to drive revenue and retain your customers in retail

Retail is one of the most competitive industries with a sharp focus on increasing sales and retaining customers. In order for a retail organisation to stay on top, they need to know everything about their business.  As consumer behaviour changes, retail organisations are at an ever increasing demand to deliver an exceptional experience to both their in-store and online customers. But within the retail industry this doesn’t always happen. Former CEO of Home Depot had this to say:

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Do you know we now White label? 😎

Following an increased demand in our KPI reporting tool, we have now implemented a White labelling option, where you can add your very own company logo on our KPI reporting dashboard. 

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Why POS and Retail need to shop together 🛍

As we roll into the Christmas period, for some retailers this will be the make-or-break decider as to whether to continue having a store presence in 2019. Brick-and-mortar retail stores are struggling, in 2018 we have seen the closure of Mothership stores like Toys R Us, as well as a selection of Marks & Spencer, Gap and House of Fraser stores across the UK. Adopting new cutting-edge technology will be a necessity for the revival of retail stores.

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How Brick & Mortar can fight back against Amazon

 

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Understanding your JIRA workflow

JIRA and JIRA ServiceDesk are used in a wide range of organisations to solve an endless variety of operational problems but at its core JIRA is a work tracking tool built around the concept of tracking work items (tasks, problems, customer issues, bugs, etc) through a set of defined stages. The stages that items in JIRA move through are collectively known as the JIRA Workflow.

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Find out time spent on stories for each developer

Time tracking is important for agile software development as it allows project managers to better estimate, gives visibility into how time is managed and spent as well as knowing what an organisations resources are working on ensuring they are aligned with overall business goals. 

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Our top 14 Software Quality KPIs

At ServiceClarity we believe that in order to be truly effective in monitoring and tracking development processes, every organisation requires KPIs that are custom to their data.  This allows them to completely optimise their processes while ensuring that they have accurate reports to empower how they make decisions.

However, it can be really difficult coming up with KPIs.  So we decided to put together a list of 14 Development KPIs that you should be implementing in to your engineering processes.

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