PLAZA Implements POPPO to Enhance Efficiency and Customer Satisfaction Across All Stores

PLAZA Implements POPPO to Boost Efficiency and Customer Satisfaction

Introduction to POPPO
PLAZA, known for evolving into a lifestyle store branded as a “Life Motivate Brand,” has recently integrated the SaaS-based, paperless receipt system called POPPO into all of its locations, comprised of 124 PLAZA stores and 143 total stores including MINiPLA and OUTLET across Japan. This move promises to enhance operational efficiency and customer satisfaction significantly.

When discussing the implementation of POPPO, we had the privilege of hearing insights from Suzuki, the Executive President of Stylistic Life Holdings Plaza Style Company, and Kobayashi, the Store Operations Section Chief. They shared the benefits and transformative effects of adopting this innovative system.

Challenges Prior to Implementation

Understanding the Initial Obstacles
According to Suzuki, one of the primary issues they faced was the reliance on paper receipts and the necessity for staff to frequently handle calls related to product arrivals. This situation resulted in a significant workload for each employee. Kobayashi noted, “Especially the younger generation seems less inclined to answer calls, which highlighted a pressing challenge for us.”

Goals for Moving to a Paperless System

Kobayashi elaborated on their objective: “Given the large number of nationwide outlets, we focused on adopting a simple and uniform operational model that could be implemented across all stores.” They were particularly mindful of this aspect during the introduction phase.

Deciding to Implement POPPO

So why did they choose to implement POPPO? Suzuki explained, “Initially, I spoke with Mr. Ohmori from iEnt about whether it was possible to digitalize receipts. This idea resonated well within the organization, generating interest among staff who saw the potential of the POPPO service.” He emphasized the speed with which iEnt’s excellent engineers could implement enhancements, fostering trust in their capabilities. The process was collaborative, allowing employee feedback to refine the service, making it an engaging and fulfilling experience for everyone involved.

Staff Reactions and Changes Post-Implementation

After launching POPPO, the responses from employees have been overwhelmingly positive. Suzuki mentioned that when visiting stores, staff frequently express how much more convenient operations have become. Initially, a few stores trialed the system, and the feedback during this phase was markedly supportive. Kobayashi confirmed, “The simplicity of the design meant there was no confusion among the staff, leading to a smooth transition.” They strategically introduced the system in five stores and adapted the templates based on operational feedback before rolling it out to all outlets.

Significant Benefits Realized

When asked what the most significant outcomes of POPPO’s introduction were, Kobayashi highlighted a drastic reduction in time spent dealing with phone inquiries. Tasks such as returning calls or passing messages to other staff became streamlined, allowing employees to redirect focus to customer interactions, which is vital for business success. Furthermore, customer communication improved, with SMS interactions replacing traditional phone calls, subsequently reducing customer stress in coordinating with the store. Suzuki added that while some benefits are less visible, the overall operating efficiency has enhanced customer satisfaction as a direct result.

Evaluating Feedback from the Front Lines

Discussing the feedback from staff and its importance, Kobayashi stated, “We aim to alleviate the multitude of burdens staff face daily. Ideally, we want them focused largely on customer service and frontline tasks, reducing back-end responsibilities as much as possible.” Such services as POPPO are viewed as beneficial assets as they continue to seek improvements.

Future Expectations for POPPO

Looking ahead, Kobayashi expressed hopes that POPPO will evolve beyond mere paperless receipts, focusing on analytics and management features that could harness data for better decision-making and operations management, ensuring sustained effectiveness across all stores.

Conclusion
As they pave the path toward an efficient, digitally-enhanced retail environment, the integration of POPPO represents a transformative step for PLAZA, ensuring that both customer experience and employee satisfaction remain a priority.

For those interested in learning more about POPPO and its functionalities, please visit POPPO.