Key stats:
- 170 stores locations
- 11,000 field employees
- 90% platform adoption
- 90% (3X) store execution rate
Named one of the “Best Supermarkets in America,” The Fresh Market offers everything from restaurant-quality meals to premium baked goods to fresh-cut flowers. In 2020, they realized their tech wasn’t equipped to support 11,000 field employees in delivering the personalized shopping experience they were committed to. They needed to:
- Support team members in providing exceptional hospitality
- Streamline communications between Store Support and field employees
- Standardize the way communications, projects, and tasks are rolled out to store teams
- Give store teams a one-stop shop for everything they needed to get their jobs done
Simplified communications for complex operations
“We were days away from signing with another vendor when we met the Zipline team,” the Group Vice President of Operations told us. “But Zipline’s flexible hierarchy won over the team. It’s clear that Zipline is built to support the needs of very complex organizations.”
The Fresh Market spoke to other Zipline customers, including supermarket company Hy-Vee, to see if we really understood the solutions needed. The Senior Support Manager was particularly sold on our approach to product development. “They involve customers in validating hypotheses, sharing best practices, and contributing ideas.”
Smooth rollout, engaged teams
That collaborative approach extended to getting organizational buy-in. Zipline’s consultative launch process—meeting with business partners, conducting field training for associates, field, and store leaders—instilled confidence and paved the way for a 90% platform adoption rate.
A conservative rollout was planned to smooth out any kinks on a smaller scale. Working with the business team and field leaders, Zipline was implemented in one store at first. A month later, 30 more stores. And one month after that, the entire fleet.
Success from day one
The results rolled in just as fast as the rollout. Mere months after Zipline’s full-fleet launch, The Fresh Market tripled their store execution rate to 90%. What exactly made the difference?
Field leaders have one source for communication and task force management. Task completion and quality is easy to monitor through a centralized dashboard. Moving from desktop and paper communications to mobile gives store teams more time to deliver impeccable guest experiences. And team members are now fully engaged with company initiatives, announcements, and events.
“This has been the smoothest rollout I’ve ever experienced in my career. We had big expectations and Zipline really delivered…You listened to the needs of our business and continue to provide solutions to our problems.”
– Senior Support Manager at Fresh Market
Learn how Zipline can keep your day on track
Book a demo to talk about your needs, our solutions, and get a chance at a free copy of our co-founders’ bestselling book, Stores Don’t Suck: The 5 Principles of Amazing Retail Execution.
