Tech as a Competitive Advantage in Retail

“As brands pursue profit, tech offers a competitive advantage”

This statement couldn’t be truer with the current increase on National Minimum Wage and NI looming for April 2025 alongside the never-ending inflation rate spiral. Supporting our retail clients through this period has been a priority within recent months, to allow us to keep strengthening our longstanding partnerships.

The discussion around labour savings is one that has rapidly become an annual consideration. However, there comes a time where retailers recognise both their internal and external contracted employees are running on tight and limited resources that are often at breaking point. 

What are they to do to ensure the business remains profitable and whilst supporting their workforce?  Is the solution technology?

As reported in the article “Fashion and Technology in 2025’, 85% of fashion professionals are certain that technology will help their businesses overcome key challenges, helping them to safeguard their market position as a result.

Working closely with our existing and future client base to help mitigate costs can form part of a continuous strategic process; harnessing our award-winning technology platform, Velocity. 

Velocity is the heartbeat of our business, and our Performance Centre team located in Glasgow, continuously review and manage service delivery, supporting our cleaning operatives through their shifts, standards and any duty of care moments from natural fall out.  Velocity also allows our team to support site-based teams to pick up any absences, creating a dynamic and proactive approach to FM contract management. 

However, our tech driven solutions go beyond people management and now maximise the world of sensors, lasers, AI to meet customer needs.

What benefit is this to our clients?

Trend analysis of hours delivery not only provides a full transparent approach but allows us the data to collaborate with our clients and make smart decisions when it comes to labour savings.

Where does the retailer have peaks in cleaning concerns throughout the year?

Are their certain areas within the stores that receive higher footfall and require an increase service delivery?

Are we able to flex the service to alternative shift times within the day to increase customer satisfaction? And most importantly, where can efficiencies be made within the existing contract that keep service delivery high?

Listening to the building and adapting service to benefit our clients is also an essential element in this climate. Previously FM contracts were formed on a standard hours basis, calculated for example by size (SQF), footfall, etc.

Now we’re seeing the creativity and trust in our Velocity system support smart decisions to empower our clients, relying on sensors and AI.  The article quoted that “83% of fashion professionals believe AI in particular will add value to their business this year, and it’s a sector that’s already at the cutting edge of use cases.” The incredible knowledge and information pouring out of our real-time AI throws several new questions into the savings discussion.

Are retailers leaning on their existing supplier base to provide them with data and analysis for SMART decision making?  I’ve often wondered how huge the cost is associated to the retail world for technology online and within stores. Is there an understanding of what systems retailers existing supplier base already has, and how they could provide value for money and data on collaboration, to tailor client-led, bespoke data led services?

A recent example of this is the marketing assistance we’ve been able to provide a leading UK retailer through piggy-backing their cleaning contract. This client is supported by our Velocity and sensor management systems, with installation of data points and sensors around their stores providing us with a whole host of insider knowledge to their environment and customer experience. 

On review of data, our Performance Centre team were able to understand peaks and trends to when male shoppers chose to visit, days per week and times. This information became an exciting development which led to the retailer pushing our targeted marketing to the specific shopping client base at these times to help drive sales.

“Utilising technology wisely is what matters” and that’s the truth. Reviews of the current supply chain and their technology on offer may help drive a real cost and service output and should be considered.

Is your soft-FM provider collating M&E data and sharing recommendations? Can your daily ‘eyes and ears of the stores’ become enhanced members of the team? And how is this information provided to you through transparent and real analysis? Owned and developed by Excellerate Services, Velocity when partnered with a soft service contract remains free of charge with no unexpected yearly increases to licensing fees.

Technology for me

I have a real passion for talking all things technology especially when partnered with the advantage of seeing the real time strengths it delivers, to support not only our people and clients, but the steps beyond - that seem to be unlimited in envisioning the fascinating future of FM. 

Don’t forget to visit us at Stand Q65 of the Retail Tech Show this April 2-3 in the ExCeL London. I’m looking forward to seeing what industry-leading technologies and exciting innovations will be on offer for the retail marketplace in 2025 and beyond!

Tickets are free for the Retail Tech Show - you can sign up here

Read the full Marketing Week article here.