B2B Tech Talk with Ingram Micro
B2B Tech Talk with Ingram Micro

Episode · 6 months ago

How Samsung Mobile Helps Companies Navigate the Volatile Job Market


Due to what’s being called “The Great Resignation,” most companies are engaged in a war for talent — and it’s affecting recruitment and retention.

In the restaurant, hospitality, and retail industries, the effects are particularly prominent. In fact, a recent statistic revealed that retail is facing a 57% annual turnover rate.

How can Samsung Mobile help companies navigate this volatile job market?

In a special As the Gears Turn edition, Devaughn Bittle and Patrick Cash talk with Joe Hasenzahl, Senior Manager - Business Development at Samsung Electronics America, about:

  • How Samsung Mobile assists with worker retention and productivity
  • What Samsung helps associates do
  • How Samsung Bixby is used in the business space
  • What makes Samsung Mobile B2B so good 

For more information, visit the Samsung Partner Portal or contact Carl Conte (samsungmobile@ingrammicro.com).

To join the discussion, follow us on Twitter @IngramTechSol #B2BTechTalk

Listen to this episode and more like it by subscribing to B2B Tech Talk on Spotify, Apple Podcasts, or Stitcher. Or, tune in on our website.

...you're listening to B. Two B. Tech talk with ingram Micro a place to learn about how to grow your business and stay ahead of technological advances before they become mainstream in today's episode we're introducing a new business and technology minded series brought to you by ingram Micro's smb alliance community called as the gears turn hosted by to ingram micro snb alliance council leaders Mr Devin biddle and Mr Patrick Cash both successful M. S. P. S. And both ready to call the business of I. T. As they see it. So with that said let's make it happen. Welcome to as the gears turn. Welcome to another episode of B. Two B. Tech talk with ingram Micro special as the gears turned edition. We're your host, Devin beetle from computer cations out of Frederick Maryland and Patrick Cash from blue store networks out of Atlanta Georgia. Today we have the pleasure of speaking with jo Hoskins all he is the senior manager of business development for Samsung electronics America and Samsung is leads the global market and high tech electronics manufacturing and digital media. So joe we are super excited to have you on this episode with us today. Thanks for having me. So let's talk about the job market right now we're not. Uh Yes well there's plenty of market. No no no nobody wants to work it. But he seems to be taking those jobs. So everywhere you look in the media right now we're seeing exactly what we just talked about all kinds of information about the job market and how companies are fighting to get keep employees. This is affecting mostly, I mean, we're seeing it every day in the restaurant industry, hospitality, grocery stores, retail, I think I saw a statistic where retail has about a 57% annual turnover rate outside of, you know, the covid world that we're in, joe, what are some of the things that you're seeing and how is Samsung mobile...

...helping with that? So first we talk about retail, we do have to exempt Costco from that number for whatever reason. So the highest net promoter score I've ever seen and the lowest turnover in the industry, like it's 6%. So pulling that out and you're right, this isn't just a retail play, right? This, this is part of this whole idea of the great resignation. We may be feeling it more on the, on the front line worker, the desk, this worker front, whether it's retail hospitality or any other hourly phase, but it's definitely top of mind for almost every customer we're talking to. So traditionally, within retail, there've been three or four things that they've spent money on, Right? The first one is of course customer experience and we can tie that back to probably the advent of Twitter in 2011. You know, then on top of customer experience, the next thing is operational efficiencies and that really aligns with what we're seeing for omni channel and inventory and all that kind of stuff. But the third thing that retailers are spending money on and this is, this is new, this moved up to the top three recently is employee productivity and that's just another blanket term for getting people in the doors and making them as effective as possible because it's not just about getting employees to work more efficiently, it's about attracting associates onboarding them faster and making them more productive and then of course keeping them in those jobs. Because If you think about this, this retention number, it's insane. 57%. That means that if every 100 employees that are working Someplace, are going to be gone by the next year, so, and that's got real tangible impact to the bottom line. You know, it generally speaking in in S. H. R. E says that in the United States costs about four grand to replace an employee That's agnostic of a vertical, it's just four grand straight up every time an employee leaves. So even if retail and some of the hourly industries are lower, that's still a lot of money. Now you...

...add on top of that 42 days to replace somebody, the loss of productivity, quantifiable e is through the roof on this. And we're not talking about things that are difficult to measure or soft costs. Think about the change in morale, right? The impact of customer experience, the training that the tribal knowledge that evaporates out of the store every year. It's a massive problem. So what we're doing in Samsung is helping retailers understand that there are tools out there to help you solve this problem. It may be difficult to quantify the idea of giving an associate of phone on the attraction and maybe even on the retention, but we can definitely talk about how it impacts the speed of on boarding and dramatically impacts productivity within retail environments. And those are kind of good comments are gonna lead right into the next question and you're already hitting some high spots because retailers are, I mean you see it, they're offering these some of these crazy perks, you know, I mean anything from like gym memberships or sign on retention, bonuses, college tuition, it just on and on and on. It goes down the list of, you know, pretty much anything you can imagine, you know, come on and come to work force and stay for more than for more than a month, but business is, we've got to make sure that productivity is moving along with the recruitment process. So how is Samsung helping find a balance between that incentivizing the retention and maybe offering some technology perks to make sure that there's not latency and productivity. So, you know, what's interesting is when we talk about retention, a lot of it boils down to frustration, right and frustration always comes from a lack of resources. So even outside of retail, when we talk about use cases, we're seeing now the...

...associate tools are, what's really helping remove friction from what they're doing. So you know it's, it's it's the basics, we did a study at a hypermarket in europe Where the average associate walked 20,000 steps a day Once they were issued a mobile device, that number dropped to 15,000 steps Right? So you're talking to 25% drop in the number of steps and associate takes a day and think about it. It's pretty easy to pick that out, right? We know that because associates now have the tool in their hand. So when they need, when they need information, right? It's at their fingertips when they need to clock in, when they need to clock out, when they need to get someone else on the phone, when they need to get a manager for their help by by consolidating these tools and putting them in the hands of Associates were really hoping we're going to take some of the friction out of of what I affectionately calling the associate journey. What success stories can you talk about with us, joe. So there's a press release came out about a month ago where Samsung landed, probably one of the biggest retailers in the world bought almost three quarters of a million phones for their associates. And when you look at what they're doing with those phones, most of the functionality is hourly related, not necessarily retail related. So one of the things they put on there, one of the first things they looked at was time and attendance. Right? So now Associates can, when they entered the store with that phone clock in and out that right there was enough to generate conversations and start figuring out what else could we do on this phones. Next we're communications so push to talk. So now all these phones became walkie talkies to put all the associates in touch with one another. But more importantly, now you've got a methodology for corporate communications right? Because in the age of Covid could lured the directives changed almost hourly. Clean this don't clean that clean this this many times clean it that many times. Now the ability to disseminate a message among...

...half your workforce instantaneously became a really big deal for them. You know, then add on things like scheduling and now the associates have this information no matter where they are. This particular retailer controversially is letting employees take the phones home and use them as a personal device And this goes back circling back to the retention play and the attraction play. Hey, if you work for us, we're going to give you a shiny new device and it's gonna let you do be more productive at work and then on your way home you can watch netflix or tweet or whatever it is that you want to do. So it kind of, it's a bunch of things coming together at once attraction retention productivity and then the blurring of the lines between consumer and work right between your personal life and your work life and they're able to take those, I just want to follow up on this. So those those devices they're taking home, they're able to keep separate profiles on those and the corporate profile is on there as well as the personal profile. So their personal data is theirs and separate and they put their own sim card in there for the for their friends and that's correct. That's correct. So the associates now get a shiny new mobile phone that keeps working life separated, same device but two separate compartments for that information. Very interesting. Yeah, you kind of controversial. It raises eyebrows when we talk about this. You know, it's it's aggressive, it's definitely you received challenges when we talk about this with other retailers like they're doing what And and it's it's important to take a look at that. Everything that's part of that program was well thought out strategic. This is not something that was cobbled together in 90 days or a response to covid. This was happening. The thinking about this was years in the making because it's such a big initiative to do something like this. It required a bunch of decision makers that don't typically participate in technology decisions within retail environments. Most mobile devices now are incorporating voice...

...technology. Samsung bixby is the kind of the platform for Samsung and so a lot of people get how this stuff incorporates into their personal life asking directions or play me a song or turn on the lights, but how does this voice technology starting to be implemented in the business space? Exactly the same way because if you think about it, voice is the most natural way to communicate whether you're a coyote or preschooler, right? That's the first thing we learned, it's probably easier. So the ability to just pick up a phone and talk to it rather than having to open it up, find the app you're looking for now access that data field. The ability to say, hey where is this product without having to do all that is a monumental advance and you can think about it, it's kind of predicting the future. That voice is going to become the UI of tomorrow. There's a whole big amalgamation going on here. So it's not just first off, it's not just the voice, this goes back to the talent war. So now think about it if your associates can use natural voice to talk to their device to get something done without having to be trained on it. That goes back to this idea of on boarding faster. Second thing is as the labor pool titans and employers can't be quite as picky as they'd like to be now. You've got the ability to let people speak in their native tongue to the device to be just as productive. Right, so it's not going to be dependent on you being completely fluent in english for example to be productive with that tool kit you know that becomes really really interesting and now you know Patrick you talk about it it's that blurring between work and life. It's what we're doing at home on those devices now we can do the same thing at work. You know one of my favorite retailers uses exactly the...

...same user interface on their self checkout as they do on their man to check out. Right? Because you figure if you can train my mom to use self checkout then that's going to definitely increase the productivity rate and the on boarding rate and decrease the training time for associate. You can pretty much start associating cash lane, give them their log in I. D. And they're ready to go it's got the same ui that's being mirrored over on self checkout. It's faster and it saves them a ton of development costs when we're able to recycle and repurpose that. Programming What makes Samsung Mo will be to be different than than consumer solutions that are out there. You know that that's a great question. I would flip it. I think that what makes Samsung B2B solutions so good is the consumer DNA behind them. Right so we talk about the chromebook generation and taking into account that the workforce today pretty much half of them are between 16 and 34 years of age? So these are people that grew up dependent on chromebooks for school. So they're used to having a device used to have a consumer device, they used to charging the device and being dependent upon it. So now you take what Samsung is really good at and that's consumer devices and you just make that ready for the enterprise. So one of our leading products as the X cover pro clearly based in consumer DNA, it is a thin device, it looks like you're the phone you got carrying on your pocket right now. We just ruggedized it and made it ready for the enterprise with a whole suite of tools behind it. So now this thing looks like a consumer phone but you can drop it from four ft to concrete, which happens in retail, we get it, You can drop it into a bucket of water for 30 minutes. I'm not sure that happens a lot. But hey, stranger things have happened in retail environments just re buzzfeed for 20 minutes. So you know this idea that again, right, consumer professional work life. These things are all blurring and it's important to...

...realize that consumer D. N. A. And our products makes them easier to adopt for the end users. These associates are familiar with this form factor, they like it, they love it. They they've been braised with it. So it's it's important strategic differentiator for us that we exalt the consumer D. N. A. When we're talking about B. Two B. Products, joe can you give us some benefits of going through a partner? Like ingram Micro versus going kind of more of a retail route to pick up, you know, uh Samsung mobile from like a cell phone carrier from, you know, one of those other retailers. So All right, interesting question. So, you know, Samsung, we love all of our channel distribution partners equally, but there's something to be said for what ingram brings to the table because these kind of programs that we're talking about more project based deployments require an ecosystem of tools that to bring this thing to life, whether it's cases or it sleds for payments or scanning, you know those those things that whole ecosystem requires a partner that has access to all those tools and someone like ingram squarely does. Now that's not to disparage with the carriers bring to the table. There's a lot of differentiators on that side and they solve a lot of particular use cases, but more on this project side having access to the entire toolkit so that the end buyer has some of the friction removed from their journey is a real big benefit from anger. Um and then you know, on top of that there's a ton of expertise right? There's a whole slew of people that spend all their days talking about retail and technology. So that bringing those two things to the table really helps solidify the value add for someone like ingram, there's more information for this episode found on the ingram Micro Smb portal. If you're already a member, you can access this information at any time. If you're not a member, we always ask why not? If you have a specific question, you can always reach out to your ingram micro...

...rep for more information on how you can get involved with SMB. Thank you for tuning into as the gears turn and subscribing to B two B tech talk with ingram micro, you've been listening to B two B tech talk with ingram micro special as the gears turn edition hosted by Devin biddle and Patrick Cash. This episode was sponsored by ingram Micro's SMB Alliance. B two B Tech Talk is a joint production with sweet fish media and ingram Micro Anger Micro production handled by Laura Burton to not miss an episode. Subscribe to the show on your favorite podcast platform. If you're listening on Apple podcast, we'd love for you to leave a quick rating of the show. Just tap the number of stars you think the podcast deserves until next time? Mm mhm.

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