Mattress Firm Associates Collaborate with Microsoft 365 to Improve In-Store, Digital Customer Experience
Building better connections drives core values and engagement
Following many recent acquisitions, Mattress Firm uses Microsoft 365 to communicate its core values and welcome new associates. Improving employee engagement with corporate strategies has a big effect on employee satisfaction and sales. Recently, 4,000 associates viewed a Stream video of a town hall–style meeting that introduced a new three-year strategy. “With Stream, it feels like our CEO can reach all 2,500 stores,” says Houston. “It puts a human face on all the communications that retail associates deal with every day.”
Frequently, stores will post sales numbers or congratulate employees via Teams, keeping everyone motivated and engaged. “Teams is really effective for creating a sense of community and getting associates excited to meet sales goals. It’s a natural way of communicating that prevents one-way, top-down conversations,” says Houston.
Store associates are better connected to BEDQuarters thanks to Teams. With easy access to organizational charts and lists of experts available to help with a problem in the store—a tax question from a customer for instance—the relevant expert is only a click away. “With more open communication from the field to corporate offices, the better educated associates at BEDQuarters become about what’s working or not in the stores,” says Houston.
While Mattress Firm area managers must have a regular presence in all their stores, managers are increasing personal connections with their store associates by conducting more Teams meetings, while reducing unnecessary and unproductive hours traveling between stores. Elkholy recently helped sales associates in one of his stores to assemble a tricky headboard via a Teams meeting. “We quickly worked through the correct setup, and the store looked great,” he says. “It’s amazing to have this personal reach into the stores without leaving my office.”
Mattress Firm uses Stream to share best practices among retail associates, such as how to help guests find the right accessories for their mattress. “At the store level, managers share videos that detail a certain process, like selling a mattress protector, for instance,” says Elkholy. “Associates watch the video and comment. It’s a great way to build their knowledge base, improve service, and drive sales.”
Introducing Mobile Technology for The Future of Retail
Several “digital power users” at Mattress Firm have taken the initiative to load their sales applications and Microsoft 365 apps on mobile devices so they can work more effectively on the retail floor. This has prompted the company to test Microsoft Surface Go devices in five stores. And when Mattress Firm introduces Microsoft Dynamics 365 to run on those devices, retail associates will have a truly mobile point of sale system that integrates with all their Office 365 apps.
“When I’m in one of my stores helping out, I have my mobile device and engage better with guests, showing them product videos,” says Elkholy. “And I use an Excel-based negotiation tool called ‘Sleep Savings Chart’ to show customers how they save money by going with Mattress Firm. With Microsoft technologies, it’s getting a lot easier to help our guests achieve what they want: a good night’s rest.”
Read the Mattress Firm Microsoft 365 Transformation Customer Story and Microsoft 365 Cloud Leadership Article for more information on the company’s modern workplace successes.