1. Retail Enable your Firstline Workers to do their best work Microsoft 365 Enterprise F1
Objective: Set expectations that this presentation is designed to introduce the new additions to Microsoft 365 Enterprise F1 plan designed to enable your Firstline Workers in retail to do their best work. This offering delivers the latest innovations built upon the core value already offered with Office Enterprise F1 and unlock important scenarios for Firstline Workers.
Talk Track: Hi, I am <name and title>. I am thrilled to talk to you today about the new value in Microsoft 365 Enterprise F1 has to offer today for your company, what is designed to enable your retail Firstline Workers in retail to do their best work.

2. Challenges for Firstline Workers in retail
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Challenges for Firstline Workers in retail
Technology is often limited and outdated
Multiple fragmented tools inefficient for retail workers
Communication and collaboration is inconsistent
Difficult to deliver service excellence to customers
Engagement is uneven across the organization
Retail workers feel disconnected from the team and company
There are many challenges in retail work environments today that can distract workers from being productive at their jobs: 
Technology is often limited and outdated. Many process are paper-based and inefficient
Communication about schedule changes, new policies, and company information can be inconsistent or difficult to find
Employee engagement is low
Turnover is high and a burden. Store workers feel overburdened by having to train new staff in addition to doing their regular jobs
Scheduling is a confusing process that can leave shifts store floor uncovered during peak business times
When these things happens, customers may suffer from poor service, and that can affect your bottom line and your business’s reputation.  
Turnover is expected, and training is a priority 
Inconsistent onboarding and training experiences impact firstline capabilities
Organizing and structuring work is time consuming
Scheduling for retail workers is typical not effective
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3. Your firstline is your bottom line
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Your firstline is your bottom line
Why is employee engagement important?
21%
higher profitability
10%
higher customer ratings
Engaged employees impact a company’s bottom line.
Businesses that rank in the top-quartile for employee engagement have better business performance than those in the bottom-quartile: 10% in customer ratings, 21% in profitability, 20% in sales production, 17% in production records, 24% in turnover (high-turnover organizations), 59% in turnover (low-turnover organizations), 70% in safety incidents, 28% in shrinkage, 41% in absenteeism, 58% in patient safety incidents and 40% in quality (defects). (Gallup)
Who are Firstline Workers in retail?
Sales associates
Supervisors
Inventory Clerks, Stockers
Head Office workers
Distribution workers (distribution center, warehouse, drivers)
Why disengaged Firstline Workers impact a company’s bottom line:
First impressions matter: Firstline Workers are often the first point of contact with your organization
Heartbeat of the organization: Firstline Workers are behind the counter, on the phone, operating the production line, building product and running day-to-day operations
Represent unique potential: Firstline Workers know the details of your customers, partners and operations
24%
lower turnover
Businesses that rank in the top-quartile for employee engagement have better business performance than those in the bottom – quartile – (Source: Gallup How Employee Engagement Drives Growth)
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4. 11/11/2018 9:06 PM
A connected retail workforce Firstline Workers who are connected can respond quickly to customer needs
Access the latest information and communicate with other teams to better serve customers
Sales Associates
Retail Customers
Store Supervisors
Tools to manage schedules, communicate and stay current on procedures and training
*Home Office = Buying and Merchandising, Sales and Marketing
The quality of customer service is dependent on the quality of store operations and the processes in place to handle customer needs.
Having a connected retail workforce means:
consistent communications from head office to Firstline Workers to make sure they are well informed on store procedures, promotions, new products
real time decision making by Firstline Workers
access to expertise and best practice sharing
engaged communities & immediate peer to peer connections
Examples of how teams are connected within a retail organization:
Sales Associates-Store Supervisors:
Sales Associates depend on supervisors to be informed of the key information they need to do their job: work schedules, promotional offerings, information about the products they are selling, store procedures and policies, and store displays.
Supervisors are responsible for making sure stores run smoothly. The need to make sure sales associates are well trained, knowledgeable, and informed on shift schedules. Since turnover is a major issue, supervisors need to do what they can to recognize exceptional performance by sales associates and keep employees engaged.
Store Supervisors-Home office: 
The home office relies on the store supervisors to make sure that stores have the inventory they need and are well informed about customer preferences so they can plan for future retail seasons:
The customer history collected by the store supervisors provides insights on customer segmentation, so Sales & Marketing plan and execute campaigns and promotions.   
Buying and Merchandising gathers information from supervisors to identify market trends and manage inventory and distribution to maximize profits.
Store operations needs to work with several functional teams considered home office:
HR on hiring and training materials
Payroll on workers’ pay
Sales & Marketing on the latest campaigns
Get the latest company news and announcements from head office and executives 
Sales Associates-Home office:
Sales associates are one of the most valuable assets for a retail organization. It is often their hard work and friendly interactions with customers that result in positive customer experiences, and they need proper tools and training provided by home office in order to do their best work.
Sales associates also need to coordinate with different functional teams at the home office:
Procurement on out-of-stock items
The home office needs to stay connected with sales associates to ensure they are up-to-date with training, regulations, and procedures.
Communicate company updates, regulation or process changes effectively
Home Office
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5. Enable your Firstline Workers to do their best work
Schedule & Task Management
Create, update and manage schedules and tasks
Communications & Community
Connect your organization with modern tools
Training & Onboarding
Enable easy access to training videos and content
Identity & Access Management
Manage employee access and digital identity
To help companies enable their Firstline Workers to do their best work and maximize impact, Microsoft is delivering new value in Microsoft 365 Enterprise F1 plan against these key technology areas:
Schedule & Task Management: Create, update and manage schedule and tasks
Communications & Community: Connect your organization with modern tools
Training & Onboarding: Enable easy access to training videos and content
Identity & Access Management: Manage employee access and digital identity
Microsoft 365 Enterprise F1

6. 11/11/2018 9:06 PM
Schedule & Task Management Create, update and manage schedules and tasks
Retail supervisors manage workers’ schedules to ensure coverage for each shift
(StaffHub)
Publish and update team schedules
Workers stay up-to-date with work schedules from any device and can digitally request time off, swap shifts 
(StaffHub)
Stay up-to-date with work schedules
Workers view tasks assigned to them and can react timely to customer inquiries or supervisor requests 
(StaffHub)
View and respond to customer requests
The role of a retail Firstline manager or supervisor is to ensure that their team functions as required and meet, or exceed, their goals; and managing day-to-day tasks to ensure work is completed on time. It can be difficult and time consuming to manage a large team of workers on scheduling, as well as assigning and managing tasks.
For Firstline Workers, it starts with being at work on the right day and time. It is also very important for Firstline Workers to have clear understanding of their responsibilities and tasks at hand.
With Microsoft 365 Enterprise F1
Spend more time with customers and less time creating and managing schedules and tasks.
Provide a single app for Firstline Workers and managers to manage their workdays, simplifying schedule management, tasks, communication, and access to important resources, training documents, and company news. Firstline Workers can view schedules, swap shifts, request time off, and manage tasks
Digitize repetitive tasks and processes like request approvals to empower workers with modern LOB apps (Power Apps and Flow)*
*F1 users can only consume PowerApps and Flows. Building them requires an E-suite. Features coming soon
Supervisors can automate simple workflows like request approvals or build web, mobile apps without coding 
(PowerApps, Microsoft Flow*)
Turn tasks into a workflow
*Coming soon
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7. 11/11/2018 9:06 PM
Communications & Community Connect everyone in your retail organization with modern tools
Workers stay informed on the latest products, news, company announcements and store promotions
(Yammer, Skype Meeting Broadcast)
Broadcast company town halls
Workers exchange info on effective sales techniques, store displays and customer feedback (Microsoft Teams, Yammer, Exchange, SharePoint)
Share best practices
Workers access documents, conversations, information from their device and use team sites to share information
(Office Online, Microsoft Teams)
Stay up-to-date with teams, from anywhere
Keeping Firstline Workers engaged is critical to company success in retail. Failure to do so often leads to higher turnover and lower productivity. A higher level of employee engagement can positively impact customer service and increase profitability. Communication is critical to an organization’s culture. Firstline Workers can feel isolated and disconnected from the organization. Therefore, communication is the key to creating a solid connection between employees and the organization’s culture. 
Microsoft 365 Enterprise F1 helps
Connect your stores and workforce to the information they need to do their best work, such as promotional offerings, corporate announcements, and real-time sales trends and insights.
Allow supervisors to recognize employees via Yammer – employee of the month, for example. Sales associates can use Yammer to pass along customer feedback heard in stores to the home office on products or what competitors are doing
Protect customer information by reducing the use of personal to exchange information
Workers can find experts quickly to help address customer inquiries or issues (Skype for Business, Microsoft Teams)
Quickly resolve customer issues
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8. 11/11/2018 9:06 PM
Training & Onboarding Enable easy access to training videos and content
Training or onboarding videos and materials are posted for workers to access anywhere 
(SharePoint, Microsoft Stream, StaffHub, Microsoft Teams)
Provide digital, paperless training
Supervisors schedule and set reminders for workers to complete mandatory customer service training online 
(StaffHub)
Set up reminders to complete training
Management creates dynamic training videos on new products, promotions, and customer service
(Microsoft Stream)
Create dynamic video content for training
Well planned and impactful onboarding & training content for Firstline Workers can result in higher employee engagement. They have immense responsibility, and they are the ‘face & voice’ of the organization. Providing the skills to tackle tough challenges and enable them to provide great customer service and increase productivity.
Microsoft 365 Enterprise F1 helps
Prepare new hires by delivering targeted training materials to them and seamlessly scheduling their onboarding activities
Support sales associates and all Firstline Workers by keeping them updated on the latest products, policies, and procedures
Workers have a forum to share or search for commonly asked questions
(Yammer, Office 365 Groups, Microsoft Teams)
Ask questions or search for answers
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9. 11/11/2018 9:06 PM
Identity & Access Management Manage employee access and digital identity
Supervisors create digital identity for new hires with their name and phone number on StaffHub
Create digital identity using phone number
Supervisors add workers to their group on Microsoft 365, and workers get notifications via or text message
Enable managers to add, remove workers
Supervisors can remove workers from their group easily if the person is no longer with the team
Control employee access
Firstline Workers tend to bring their personal devices or use shared devices on the job; it is important for IT to centrally manage digital identities and provide secure single sign-on to all available applications. At the same time, supervisors need the flexibility to add or remove team members quickly to ensure information flows timely to their employees, but to also protect customer and company data.
Microsoft 365 Enterprise F1 helps protect customer information, track and control data access, and centrally manage your employees’ digital identities.
IT still manages all worker access on Microsoft 365, and they can secure workers’ device with built in MDM support
Help secure mobile devices with MDM
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10. Firstline Workers Drive Business Impact
Employees are making decisions more quickly, collaborating more effectively with a wider set of people and engaging more fully with the business. Having the ability to access information and to work when and where they want to are all hallmarks of “Smarter Working” that deliver direct business benefits to M&S. “
According to Carl Dawson, IT Director of Marks & Spencer, the company sought to become more modern, agile, connected, collaborative, and responsive, searching for the right technology tools to support a business culture throughout all levels of the organization. Marks & Spencer chose Office 365 to open far-reaching business value and impacts on their head office, stores and distribution centers around the world, enabling all employees to contribute to the company’s bottom line. Referred to within the company as “Smarter Working,” Marks & Spencer is “encouraging more collaboration between colleagues, enabling faster decision-making, and providing ubiquitous access to information—all delivered in a flexible, mobile workplace.”
Source:
Carl Dawson, IT Director, Marks & Spencer
Firstline Workers Drive Business Impact

11. Next steps 1 2 3 Schedule a demo Start a Microsoft 365 F1 trial
Stay tuned to the Office roadmap for updates 3
If your customer is interested in Microsoft 365 F1, the first step is to schedule a demo, and then get the customer signed up for an Microsoft 365 trial.

12. 11/11/2018 9:06 PM
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13. Appendix

14. Enable your Firstline Workers to do their best work
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Enable your Firstline Workers to do their best work 27 28 8% 15
Average number of minutes saved daily per worker
Reduction in worker turnover rate
Fewer face-to-face meetings each week
Average number of minutes saved daily per manager of firstline [frontline] workers
In its report “Improving Frontline Worker Experience with Microsoft Office 365,” Forrester estimates that frontline/firstline workers:
Save an average of 28 minutes per day on doing things like tracking schedules, looking for company policies, or finding other answers for customers
Quit with less frequency—businesses whose workers use Office 365 have an 8% lower turnover rate
Spend less time in meetings and more time serving customers
Finally, Office 365 also helps management save about 27 minutes a day on tasks like scheduling and communicating company news.
Benefits of Microsoft 365 Forrester Research estimated the business impact in the report “Improving Frontline Worker Performance with Office 365”, 2017
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