Telecommunications Retailer Unlocks $9-14M in Annual Savings Through Transaction Optimization

Client Profile
A telecommunications retailer engaged in a comprehensive review of its in-store transaction processes to identify opportunities for improved efficiency and customer experience.

Challenge
The retailer was experiencing high costs from multiple studies, significant delays in transactions, low digital adoption, and inconsistent staffing models that did not align well with actual customer demand patterns.

Approach
CapRock conducted time and motion studies across multiple retail locations, analyzing customer interactions and associate workflows. The study focused on transaction times, digital vs. assisted processes, and peak-hour staffing needs.

Results - Identified $9-14M in potential annual savings - Reduced average transaction time by 22% through optimized associate workflows - Improved digital adoption rates by shifting more customers to self-service options - Developed data-driven staffing models aligned to peak transaction hours - Validated prior findings across additional retail locations - Consolidated the study approach, reducing overall project cost by approximately 30%

Key Outcome
By using updated labor standards and real transaction data, the retailer was able to significantly improve efficiency while reducing the cost of future studies.