SOTI launches device tracking to boost Aussie retail service

SOTI has launched a device tracking solution aimed at enhancing operational efficiency and customer experience in Australian retail stores, as new research reveals changing consumer expectations for instore shopping.

A recent study from SOTI indicates that Australian shoppers now rank speed and timely assistance as the most important aspects of the physical retail experience.

The findings show that 85% of surveyed consumers consider rapid access to stores, quick item location, and efficient payment as critical factors that contribute to a positive shopping trip. Additionally, 83% believe prompt support from shop staff significantly influences their overall satisfaction.

Brick and mortar retailers are increasingly required to match the convenience associated with online shopping. This shift in consumer behaviour is placing greater emphasis on providing smooth, supported instore experiences, supported by well-equipped frontline staff.

"Australian consumers want in-store shopping to be just as fast and easy as buying online."

"They're looking for help on hand when they need it and quick checkout experiences. Retailers who can't provide, that risk falling behind," said Michael Dyson, VP of Sales, APAC at SOTI. "To deliver on these expectations, staff need the right devices and software and these supporting technologies need to be reliable and work every time."

In response to these needs, SOTI has introduced a retail device tracking capability designed to provide store managers and head offices with real-time visibility of device health and performance.

The solution aims to minimise equipment downtime, streamline operations, and enable more data-driven decision-making in retail environments.

Retail operations often depend on a diverse range of mobile devices, including handheld scanners, mobile point-of-sale systems, tablets, and mobile printers.

If such equipment becomes misplaced, undercharged, or malfunctions, the customer experience can deteriorate. SOTI's device tracking platform offers insights on device usage, location, battery status, and overall performance, allowing teams to quickly identify and recover equipment that may be affecting service.

The system is also capable of flagging battery issues in advance of busy shopping periods, helping ensure that staff always have functional technology to serve customers effectively.

"Device tracking isn't just about finding a lost scanner or printer."

"It's about ensuring that every store has the right tools available at the right time, so employees can focus on serving customers and creating a positive instore experience. It removes friction, prevents disruptions and helps retailers build consumer loyalty," said Dyson.

With the device tracking solution, retailers can shift from reactive to proactive operational management.

The technology monitors for device malfunctions, loss, or theft, enabling timely interventions to keep equipment in use and sensitive information secure. Performance data can also inform smarter allocation of resources during peak times, reducing both customer wait times and staff disruptions.

Pressure is increasing within the sector to adopt modern systems that support more proactive, insight-driven management of retail environments, particularly as shopper expectations continue to evolve.

Retail case study

Australian discount department store Cheap as Chips, which operates more than 50 stores nationwide, is cited as an early adopter of SOTI's technology. The chain relies on over 100 mobile devices across its retail network and required a centralised method for monitoring and managing this equipment to ensure consistent service levels across dispersed locations.

The company has implemented SOTI MobiControl to deliver remote visibility and support for its device fleet. As a result, Cheap as Chips has reported improvements in quickly resolving device-related issues, minimising interruptions and cutting operational costs.

"Instore technology is only as useful as your ability to manage it. By giving retailers full visibility into how their devices are being used, SOTI is helping businesses remove guesswork and improve customer service so that shoppers want to return," concluded Dyson.

"SOTI MobiControl is a game-changer for us. Operating centrally with a dispersed workforce has been made easier thanks to the speed and reliability of the software. Within the click of a button my team can deploy updates to all devices and the product continues to impress us." Added Daniel Whittle, Head of Technology at Cheap as Chips.