Retail software solutions specialist Solutions for Retail Brands (S4RB) has further extended its product portfolio with the launch of a tool that enables retailers and suppliers to monitor product performance across a comprehensive range of criteria.
The new UBX baseHUB™ brings together data about a product or product range from a wide variety of sources covering customer complaints, testing results, laboratory reports and consumer feedback, and consolidates this information to provide an overall view of product performance. This can then be shared internally and externally with suppliers to help drive improved quality and new product innovation which in turn leads to an overall positive customer experience.
UBX baseHUB™ uses the same principles as S4RB’s supplierENGAGE™ and UBX (Unified Brand eXperience) software which facilitate two-way conversations between brand owners, their suppliers and – in the case of UBX – retail customers as well, but targets specific information relating to a particular product.
A key focus is on quality performance, using modules of supplierENGAGE™ to amass details of any consumer complaints as well as feedback from product panels for benchmarking, consistency or new product testing. The UBX element adds customer comments received directly or via social media and other external sources.
The results are collected and summarised in a single database, where retailers and suppliers can view the information in a consistent and repeatable format on custom dashboards.
In this way, a detailed profile can be built up about how a product or product range is performing in the market. Comparing information on customer complaints with findings from product panels can help to deliver a more unified approach and enable any problems to be identified and dealt with as early as possible.
For retailers, UBX baseHUB™ provides the detail that is not easily available for category managers dealing with a huge range of products, while suppliers have relevant information that can help them make changes and improvements if required.
“UBX baseHUB™ allows retailers and their suppliers to concentrate solely on product performance,” explains James Butcher, S4RB’s managing director. “This provides highly valuable support for private label products.”
S4RB’s supplierENGAGE™ uses Oracle RightNow technology to manage its incident investigations module (for product contamination issues or complaints); S4RB is an Oracle Gold Partner and launched UBX at OracleWorld in 2014.
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