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.

“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. Retailers who can’t provide, that risk falling behind,” said Michael Dyson, VP of Sales, APAC at SOTI.

“To deliver on these expectations, staff need the right devices and software and these supporting technologies need to be reliable and work every time.”

A new solution

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 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,” said Mr Dyson.

“It removes friction, prevents disruptions and helps retailers build consumer loyalty.”

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.

“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,” said Mr Dyson.