Sophelle: Retail Technology Strategy and Implementation

Retail IT Strategy and Implementation

Success Stories > User Documentation

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Sophelle produces system and policy documentation to help major retailers improve customer service

A User Documentation Problem
A national retailer with over 400 locations was experiencing a myriad of problems with the use of their in-store systems. Because the retailer relied heavily on seasonal employees, the lack of training materials led to management problems, poor customer service and ultimately disgruntled customers.

Sophelle's Assessment
The retailer's system documentation was outdated, poorly formatted and not user friendly. Furthermore, it failed to link policy to procedure, leaving many items subject to interpretation and personal judgment.

Solution
Building on the retailer's existing materials, Sophelle created a complete set of user documentation tools, including Operations Guides for both the Back Office and Point-of-Sale, and a Management Training Manual. These tools married policy and procedure to help ensure consistency and smooth store operations.

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Challenge - A retailer's lack of employee training materials was creating problems in customer service and management.

Solution - A revamped approach to training and documentation.

Result - Improved store service and rapid ROI.

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The guides and training manual contained step-by-step instructions for all systems along with other user-friendly features such as: tables of contents, indices, glossaries, and cross-references using both text and hyperlinks.

Created in Microsoft Word, these documents were distributed in Adobe Acrobat (PDF) formats to allow the client to update them as needed and generate both print and electronic versions.

Result
Store customer service quickly improved. The new training materials resulted in improved employee morale, reduced training time and costs for new employees, and improved customer satisfaction leading to a positive ROI after just the first holiday season.

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