Forget walkie-talkies — these store employees use voice-controlled wearables

Using walkie-talkies for in-store communication is old school at The Container Store.



The retailer is rolling out voice-controlled wearable devices that enable hands-free communication over Wi-Fi networks to its store employees chainwide following a successful pilot.



The wearable devices, from Theatro, will allow The Container Store to streamline operations, heighten customer service, and improve staff efficiency in its stores. The devices will be used by the retailer’s 3,000-plus store employees in more than 70 of its 80 stores by the end of July 2016. The devices will be rolled out to remaining locations and all new stores throughout 2016 and beyond.



“At The Container Store, we are constantly looking for innovative solutions to not only enhance our customers’ experience, but also help our employees work even more efficiently,” said John Thrailkill, executive VP of IT and business development for The Container Store. “Theatro’s service is an intuitive, hands-free solution that lets us deliver immediate and superior service while seamlessly accessing critical information to help us better serve the customer.’



The wearable gives all Container Store employees immediate access to store resources such as inventory availability and status of pickup orders via a simple conversational voice user interface, providing less wait time for customers and better staff productivity all around, according to Thrailkill.



“Employees can use the wearables Apps to have one-to-one conversations, share expertise and product information, support one another, and guide new teammates all while remaining heads-up and hands-free,” he added.



Prior to implementing Theatro’s wearable as a service, store employees relied on basic walkie-talkies and overhead speakers to exchange limited information. Theatro’s software as a service (SaaS) adds key applications like SKU look-up, allowing store employees to check inventory without abandoning the customer or having to visit a stationary computer or device in the store.



Additionally, the retailer leveraged Theatro’s analytics application, providing insight into their employees’ day-to-day activities, how they work as a team and how on-floor performance varies from store to store. As a result, The Container Store believes it will reduce costs for in-store operations, boost employee efficiency, and eliminate losing eye contact with the customer during the buying experience.