Salvation Army boosts store tech for better retailing and CX

Intercity Technology enables charity’s trading arm to bridge functionality gaps across UK.

Chloe Green | 26th Apr 18
Retail technology

The Salvation Army Trading Company Ltd (SATCoL) – trading arm of The Salvation Army charity – has partnered with enterprise mobility solutions provider Intercity Technology to improve retail technology and connectivity and customer experience (CX) in its stores.

Intercity Technology has provided an upgraded technical infrastructure for SATCoL’s new ‘concept charity superstores’ in Northampton and Banbury, as well as its existing 235 store retail estate, complete with new Multiprotocol Label Switching (MPLS) networks. MPLS-based technology helps improve communication between stores, speed-up purchasing processes, and allow SATCoL to monitor the status of tills in each of its outlet.

The upgraded technology has been implemented in SATCoL’s 17,500 square-foot ‘high street superstores’ in Northampton and Banbury. With multiple other superstore openings planned for 2018, SATCoL plans to roll-out this further and deploy additional technology which will enable it to gain insight into customer behaviour and offer a more personalised experience, as well as communicate with advanced digital signage.

SATCoL’s entire retail estate now benefits from Wi-Fi for customers, staff and volunteers, while receiving constant support from Intercity Technology’s dedicated team. Two contact centres at the company’s headquarters have also been equipped with Intercity Technology’s Unified Communications (UC) solution, Touch Technology. This helps boost efficiency across its clothing collection points, merchandising and music arms contact centre by consolidating communication and collaborative tools into one platform.

“Aware that a number of our systems were outdated and not compatible, we had been looking to find the right solution to propel us into the next phase of our retail venture,” said John Woods, Project Delivery Manager at SATCoL. “We needed a technology provider with tangible experience in implementing effective retail solutions – we were surprised at how easy this transition was.”

Woods added: “With Intercity Technology’s MPLS networks, rapid connectivity and innovative Touch Technology UC platform, we are able to ‘bridge the technology gap’ between all SATCoL UK stores, allowing the charity to function as one entity. It has helped to create an integrated approach to reinvigorating the retail experience for our customers.”

“These boosts to SATCoL’s technological infrastructure has meant that we’re able to help The Salvation Army [as a whole] to not just improve its fundraising efforts, but also create inspiring, comfortable spaces to build and support communities on a national scale,” said Lee Hull, Executive Director at Intercity Technology.