Just as the internet has transformed the lives of consumers, the Internet of Things (IoT) is changing operational performance for today’s food retailers and, in turn, prompting opportunities for contractors. From temperature monitoring to equipment that actively communicates with other HVACR components, the digital age continues to evolve facility solutions that apply to many industries with spinoff opportunities for other businesses.
As new technology is embraced, it has a cascading effect for other industries. No one knows this better than contractors installing and servicing refrigeration and HVAC equipment. Over the years, contractors have been a food retailer’s “go-to” person for HVACR issues with their thorough knowledge of most supermarket or convenience store operations.
Food retailers depend on skilled technicians to keep critical equipment running efficiently. By leveraging IoT’s ability to exchange data, contractors can provide more value with fewer customer site visits and less incidents of refrigeration equipment downtime, resulting in lower costs to deliver their services.
IoT is a network of physical items – buildings and other systems embedded with electronics, software, sensors and network connectivity that enable the collection and exchange of data. Retailers grow more nimble with the use of IoT because the information and insights they need to improve operations are readily available. Contractors can support their retail customers by integrating legacy and new systems for simplicity and improved visibility. This benefits customers in three ways:
No. 1 – Installations done right the first time
A large number of food retailers already use building management systems to control lighting, HVACR and other facility equipment to monitor performance and manage energy or maintenance costs. Connecting these systems through IoT technologies allows them to take building management to the next level. This emerging capability provides retailers with an integrated solution to improve facility operations, as well as the ability for contractors to make installations quicker and more accurately.
Connected facility equipment, like a refrigerated case, can provide data that can be evaluated for valuable, actionable insights around operating activity and maintenance status. Verified insights can confirm whether a recently outfitted piece of equipment was installed properly and is operating correctly.
Automated configuration also can save time and money for both the contractor and retailer. Through an integrated system, technicians can download a program to a controller or piece of equipment to allow it to be auto-configured. This action saves time on the install and ensures consistent programming of equipment software. It also benefits the contractor who can complete the job quicker and get a customer online faster. Imagine the savings of rolling this activity out for a 500-unit chain.
Retailers grow more nimble with the use of IoT because the information and insights they need to improve operations are readily available.
No. 2 – Increased focus on customer satisfaction and the bottom line
As retailers expand their offerings to increase revenue and remain competitive, store environments become more complex. Equipment management for retail facilities is even more important as productivity and food quality can directly affect the customer experience and, ultimately, impact the bottom line.
Retail store environments will continue to be populated with existing equipment and new versions of devices functioning on diverse operating systems. By connecting the equipment through IoT, contractors can remotely upgrade these systems with the latest software. There will be minimal lost time due to removing older equipment or exchanging new infrastructure or software. Technicians will not need to be onsite to make adjustments, meaning an improved user experience. Embedded electronics also allow the contractor to remotely monitor equipment for quality control.
Using IoT especially is useful for rolling out regional or national installations. For example, the management for a chain of 500 stores throughout 10 geographic regions wants to standardize its setup and configuration to minimize training on new systems. An integrated, connected system gives the organization the ability to manage and control equipment across the entire chain of stores.
No. 3 – Improved insights through remote monitoring services
Typically, contractors respond to their customers after a service issue arises. This reactionary phase usually puts the contractor a step behind, but IoT provides an opportunity for third-party monitoring services and allows contractors to be more proactive when there is a service issue. A piece of equipment may typically signal a problem that can be fixed remotely, but in some instances, a technician needs to be dispatched to inspect the equipment onsite, and then obtain the parts to fix it.
The remote monitoring aspect of IoT alerts operators when equipment is not operating properly. Often, the issue can be diagnosed before dispatch, providing the contractor with information about the likely problem so they bring the right tools to make the repair. These intelligent technologies can also determine whether a problem can be solved during business hours, avoiding expensive charges for the customer. With remote monitoring of these integrated systems, troubleshooting a maintenance issue falls on qualified technicians, allowing store associates to focus on serving customers.
Recommending a third party to monitor activities and provide reports will benefit the customer with valuable information and allow the contractor to provide more efficient service quicker.
Intelligent technologies already are built-in to many grocery and convenience store environments today. They are a vital aspect at the checkouts, for HVACR equipment and back of house operations such as packaging, scales and storage coolers. As contractors look for ways to expand their relationship with food retailers and provide more services, adopting a solid IoT plan helps support client needs with more detailed analytics about what’s really happening at the unit level and preparing for future needs.
_____________________________________________________________
Paul Hepperla is vice president of North American solution sales for the Retail Solutions business of Emerson Commercial & Residential Solutions. In his current role, Paul is responsible for developing new opportunities, strategic growth and sales for Emerson’s Enterprise Services within key retail end user verticals.
