Sam’s Club delivers top-tier member experience with Zello
100K users rolled out in 3 months
10M+ voice messages sent per month
Efficient clubs and happy members
As a people-led, tech-powered retailer, Sam’s Club strives to provide the best possible member experience–which means making sure its 100,000 club associates communicate effectively. Using radios, they could only send club-wide announcements that created a lot of noise and often resulted in missed messages. The company wanted to create targeted communication through channels so members could get fast, accurate service from the right department.
Zello stood out due to its innovative push-to-talk software and flexibility to accommodate Sam’s Club’s unique technical and logistical needs at scale. After a successful pilot program, Sam’s Club rolled out Zello to existing devices in all of its 600 clubs.
Today, club associates continue to provide excellent member service through Zello, whether that means getting a question answered without leaving a member waiting or speeding up the register by exchanging messages about a missing tag.
Zello enables our associates to communicate effectively, ultimately providing the best member experience possible.
Matt Lindsey
Group Director of In-Club Product Management, Sam’s Club
Better retail communication
Zello streamlines and simplifies the communication at Sam’s Club from the moment associates clock in. At the start of their shifts, associates use Zello to check which managers and team leads are on duty so they can reach out for help as needed. If an item is missing a tag at checkout, cashiers message a specific department’s channel requesting a picture of the item number, helping reduce member wait times. Associates easily replay messages they didn’t hear the first time. And if something spills, an associate can send a picture to clarify what is needed to promptly clean it up. Managers also use Zello to recognize club associates who display exceptional service.
“The club’s operations have drastically improved since we’ve adopted Zello,” says Club Manager Mario Sanchez. “It boosts the morale of the club.”
Zello for Retail
Zello has contributed to streamlined communication within club operations by reducing the need for associates to leave their posts to seek assistance from others. The technology-powered communication enables targeted, real-time connections between associates and the right teams, helping to ensure that member assistance is provided promptly. “Technology is foundational to who we are,” says Matt Lindsey. “It fuels our business, drives convenience, and provides that holistic experience that makes Sam’s Club a destination for our members.”