Lowe's 2010 Annual Report Download - page 18

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14 OPERATIONS UPDATE
to them or they can purchase it online and
pick it up at the store of their choice within
20 minutes – guaranteed.
But a truly seamless experience requires more
than systems. Particularly for large and complex
projects, customers often want to meet with an
expert who can walk them through the project
requirements and coordinate key steps. The
Project Specialist Exteriors (PSE) model allows
the PSE to discuss the project, take the
measurements and complete the transaction in
the same visit, and all in the customer’s home.
There are now over 1,300 PSEs in the market.
Finally, a seamless experience also involves a
fulfillment model that results in a better customer
experience and lower cost of product delivery.
Today, if customers are shopping in one store
and want to ship from another, the order has to
be called into the other store. In the future, we
will capture customers’ orders in the Lowe’s
stores where they are shopping. Then we will
automatically transmit the orders to the stores
or warehouses for shipping in the most efficient
and cost-effective manner. This approach will be
facilitated by our highly developed distribution
system, which not only provides us with the lowest
landed cost, but also gives us ready capacity and
capabilities for flexible fulfillment. Customers will
only know that they were able to easily purchase
the product they wanted from the location or
method they chose and have it efficiently delivered
where they needed it – that’s seamless.
SIMPLE
Our focus is also on simplifying customers’
experiences when planning projects and buying
products. We want to make the process simpler
for our employees, too. So, we have embarked on
an initiative called Services Platform, which will
replace legacy systems with package applications
that are more efficient to maintain and offer best-in-
class functionality. For instance, we are implement-
ing a customer relationship management solution,
a knowledge management tool, a discrete order
management system and an improved contact
center voice system. We believe that these tools
will help us better manage customers’ projects
from lead generation through job completion, which
will lead to improved customer satisfaction.
Our repair services program for major appliances
is another way we are simplifying customers’
FLEXIBLE OPTIONS ENHANCE THE
CUSTOMER EXPERIENCE
seamless & simple