How Claro Transformed the In-Store Journey Around the Customer

Claro is a leading telecommunications company serving customers across Latin America with mobile, connectivity, and technology services. Its physical stores are an important part of that relationship, giving customers a place to explore devices, compare options, ask questions, and experience technology firsthand before making a purchase.

Claro set out to rethink the in-store experience around a simple idea: put the product at the center of the customer journey. The goal was to give shoppers more opportunities to explore technology while giving associates the access they needed to support them throughout their visit.

The Challenge

Customers were coming into Claro stores wanting to see and try technology, but products were not always readily available for those interactions. Claro saw an opportunity to make more of its portfolio accessible and create a smoother path from initial interest to hands-on exploration.

That interaction matters when shopping for technology. Being able to hold a device, feel its weight and texture, navigate its features, and compare options can help shoppers better understand what they are considering and feel more confident in their purchase decision.

At the same time, greater access could not come at the expense of security. Claro needed to protect valuable merchandise across different product categories without creating unnecessary friction for shoppers or associates. The challenge was to find the right balance between product protection, customer access, and an efficient associate experience.

The Solution

InVue worked with Claro and its local partner Trade Solutions to implement a combination of solutions across two distinct retail formats: a compact mall island designed for convenient, high-traffic interactions and a full retail store built to support a broader customer journey. Despite their differences in size and layout, the goal was to integrate it into the way shoppers discover products and associates assist them.

	OnePOD Max OnePOD Max secures smartphones and wearables on open display while keeping devices powered, alarmed, and available for hands-on interaction. Customers can lift, rotate, and explore devices naturally, while associates use OneKEY to quickly access or remove secured products when needed.
	Zips Zips secures electronics and accessories on open display while keeping products accessible for hands-on interaction. At Claro, it protects displayed earbuds, headphones, speakers and laptops with an alarmed security system that allows customers to pick up, handle, and explore the products while keeping them tethered and protected.
	StopLok StopLok protects packaged merchandise displayed on hooks while keeping products visible and accessible to shoppers. Attached directly to the display hook, it helps prevent unauthorized product removal while allowing associates to quickly access merchandise when a customer is ready to purchase.
	Self Latching Drawer and Door Lock The Self-Latching Drawer and Door Lock secures merchandise stored inside drawers and cabinets while giving associates quick access with OneKEY. Once the drawer or door closes, the lock automatically re-engages, helping keep inventory protected without requiring associates to manually relock the fixture after each interaction.
	OneKEY Ecosystem OneKEY helps connect those different interactions for store associates. Rather than relying on separate mechanical keys for different fixtures and security solutions, associates can use a single credential across compatible InVue solutions throughout the store.
	Activity Insight Through Software InVue’s cloud-based software adds a digital layer of management and visibility to connected solutions throughout the store. Through a centralized portal, retailers can manage users and permissions, control who has access to secured merchandise, and review access activity across connected devices. This gives teams greater visibility into how security is being used while helping maintain consistent access control across the store.

Together, these solutions help support the customer journey from the sales floor to secured inventory. A shopper can begin by exploring displayed technology independently, then turn to an associate when they want additional assistance or access to another product. The associate can retrieve secured merchandise and put it directly into the shopper’s hands using the OneKEY ecosystem, keeping the interaction moving instead of allowing security to become an unnecessary interruption.

The consistency of having everything under the same security ecosystem becomes especially valuable when a customer is waiting. Associates can move between displays and secured inventory, access the merchandise they need, and continue assisting the shopper without having to manage multiple keys or access methods. As one Claro associate explained, the approach gives the team greater autonomy by allowing them to retrieve products directly from inventory and put them into customers’ hands right away.

The Impact

Across both stores, Claro created a retail environment designed to make product interaction, associate assistance, and security work together. Customers have more opportunities to experience technology firsthand, while associates have a more consistent way to access secured merchandise when assistance is needed.

The new approach also supports day-to-day store operations. Claro associates described having inventory, displays, and product demonstrations within easier reach, helping them interact with shoppers while more efficiently managing the merchandise available in the store. One associate specifically described the increased autonomy of being able to retrieve what a customer wants to see and put it into their hands immediately.

Most importantly, the project demonstrates that improving product access does not have to mean removing security from the experience. By applying different security solutions according to the product and interaction while connecting associate access through OneKEY, Claro was able to build security around the customer journey it wanted to create.

The result is an experience where shoppers can move more naturally from discovering technology, to experiencing it firsthand, to getting the assistance they need to make a confident decision.

“You don’t have to sacrifice security to deliver a great experience. It’s the perfect balance.” — Regional Sales Director

Interested in learning more about how InVue can help you reduce shrink while enhancing the customer experience? Contact our team today.