New research from SOTI shows that instore shopping expectations have shifted, with speed and support now top priorities for Australian consumers.

According to the study, 85% of shoppers say that the speed at which they can access a store, locate their item and complete payment is critical to a positive experience.

A further 83% say that receiving help quickly from retail staff when they need it significantly impacts how they feel about their visit.

Bricks and mortar retailers are not just competing today; they’re also up against the ease and convenience of ecommerce channels too.

This means the in-store experience needs to be efficient, seamless and supported, which begins with frontline staff being properly equipped with the tools they need to meet customer expectations.

“Australian consumers want in-store shopping to be just as fast and easy as buying online. They’re looking for help on hand when they need it and quick checkout experiences,” said Michael Dyson, VP of Sales, APAC at SOTI.

“Retailers who can’t provide, that risk falling behind.To deliver on these expectations, staff need the right devices and software and these supporting technologies need to be reliable and work every time.” he said.

To help retailers optimise their operations and deliver stronger customer instore experiences, SOTI has introduced a new solution designed to give head office and store managers complete visibility into the health and performance of their retail devices.

The new retail Device Tracking capability is built to reduce downtime, increase efficiency and help retailers make more informed, data-driven decisions.

Retail relies on mobile devices such as handheld scanners, mobile POS systems and tablets, and even mobile printers to keep operations running smoothly.

But when devices are misplaced, undercharged or malfunctioning, service can suffer. SOTI’s Device Tracking provides real-time insights into device usage, location, battery status and performance across the entire fleet.

The solution allows teams to quickly locate missing devices impacting customer service. It also identifies opportunities for switching out failing batteries before peak shopping times, ensuring every staff member has access to technology that works to help their customers when it matters most.

“Device tracking isn’t just about finding a lost scanner or printer. It’s about ensuring that every store has the right tools available at the right time, so employees can focus on serving customers and creating a positive instore experience. It removes friction, prevents disruptions and helps retailers build consumer loyalty,” said Dyson.

With this new capability, retailers can prevent downtime by identifying and resolving device issues before they interrupt operations.

They can ensure that technology is ready and available during peak shopping hours and use performance data to better allocate devices where they’re needed most. The solution also enhances device security, allowing businesses to monitor for lost or stolen equipment and protect sensitive information.

As pressure mounts to modernise and improve retail operations, solutions like device tracking are helping retailers shift from reactive support models to proactive, insight-led operations.

Australian-owned discount department store Cheap as Chips operates over 50 locations nationwide, supported by more than 100 mobile devices across its retail network.

With such a geographically dispersed footprint, the company needed a streamlined, centralised solution to effectively manage, monitor and track its fleet of devices and ensuring consistent performance at every store.

By implementing SOTI MobiControl, Cheap as Chips has gained the visibility and control needed to resolve device-related issues quickly and remotely, significantly reducing downtime and operational costs.

“Instore technology is only as useful as your ability to manage it. By giving retailers full visibility into how their devices are being used, SOTI is helping businesses remove guesswork and improve customer service so that shoppers want to return,”

“SOTI MobiControl is a game-changer for us. Operating centrally with a dispersed workforce has been made easier thanks to the speed and reliability of the software.

“Within the click of a button my team can deploy updates to all devices and the product continues to impress us.” Added Daniel Whittle, Head of Technology at Cheap as Chips” concluded Dyson.