On a recent podcast episode I spoke with Alan Burt, Senior Manager and Retail Technology Lead at RBR Data Services, a division of Datos Insights, about how IT self-service is helping retailers improve uptime, elevate the role of store employees, and ultimately create better customer experiences.
“Shifting basic IT tasks to store staff gives them more control, builds confidence, and increases efficiency,” Burt explained. “It allows them to address issues quickly —especially in high-pressure checkout scenarios—while also supporting their career growth.”
The beauty of this approach is its
scalability. Whether it’s clearing an error code, swapping out a printer, or understanding device alerts, empowering staff to manage these actions directly can prevent service calls, reduce wait times, and free up IT teams for more complex work. Say goodbye to recurring calls – simply unblock the situation with
the right tools.
“When you’re a smaller retailer and one POS terminal goes down, that’s not a minor issue—it’s half your store’s capacity gone,” Burt noted. “Giving staff the tools to step in makes a real difference to business continuity.”
Looking ahead, AI and predictive monitoring will take this model even further, helping staff get ahead of issues before they arise. It’s a future where empowerment, not escalation, is the frontline standard.
To explore more about the shift left strategy,
contact us today to speak with a retail expert or to hear more insights from our conversation
here.
