Channel

In Store Without IoT

Metrics In Store with IoT IoT IoT Pick-Up Delivery
Turn Around Time (TAT) -4 -3 -1 -2
Missed Orders -4 -3 -2 -1
Delivery Time -4 -3 -2 -1
Inventory Management 1 4 2.5 2.5
Wait Time -4 -3 -2 -1
Slow/Fast Process 1 4 3 2
Scope for Ambiguity 1 4 2 3
Returns -4 -2.5 -2.5 -1
Efficiency of Incident
Management 1 4 2 3
Efficiency of Store
maintenance 1 2 3 4
Overall experience 1 3 2 4

Composite Score (Lower is

better) -14 6.5 5 12.5
Final Rank 1 3 2 4

Explaining the Model:

We tried to devise a simple model to arrive at the best alternative. Positive Metrics have a negative
score associated with them. By this logic, a lower score is better.
As per our understanding, a fair way to analyse trade-offs in the implementation of IoT would be to
assess its impact on the Customer Touchpoints. For example, for Returns above, The hassle in
making returns would be lowest in a ‘In Store with IoT’ setting, whereas it would be highest in IoT
enabled Home Delivery.

We decided on the following metrics to compare among the four store fulfilment options mentioned
above. Based on our assessment , we have found that the ‘In Store with IOT’ option stands out as it
preserves shopping experience whilst eliminating pain-points associated with in-store shopping.
Moreover, the ‘in-store’ option allows stores to control customer experience better and build more
emotional connections.