How Optus’s Bourke Street Mall Store Transformed Customer Interaction

In the heart of Melbourne, Australia the Optus Bourke Street Mall store stands as a beacon of innovation and customer-centric design. Embracing their ethos of innovation, Optus embarked on a journey to redefine the retail experience, blending state-of-the-art security with immersive product interactions. This transformation was made possible through a strategic partnership with Sabel and InVue by leveraging the revolutionary OneKEY electronic security and InVue LIVE solutions.

“At Optus, innovation is at the core of everything we do. With the new Bourke Street Mall store, our aim was to craft a customer experience unlike any seen before,” states Adam Davison, Senior Director of Retail Property and Construction at Optus. This vision required balancing securing merchandise and providing customers with an unencumbered opportunity to explore Optus’s offerings.

The introduction of InVue LIVE solutions marked an Australian first, enabling dynamic security adjustments based on real-time customer interactions. “This app-based system enhances the customer journey, allowing for a more meaningful engagement with our products without sacrificing security,” Davison added.

InVue LIVE’s capabilities extend beyond just security. It provides Optus’s team with invaluable insights into device engagement, operational status, and compliance with store layouts, ensuring a seamless and safe shopping environment. “The LIVE system has revolutionized how our team interacts with customers, offering a tailored experience that meets each individual’s needs,” commented Davison.

The Optus Bourke Street Mall store’s ingenious approach has not gone unnoticed. It has garnered national and international accolades for its design and customer experience. The InVue LIVE solution, a pivotal element of this success, is nominated for an Australian Fraud Award. “We are thrilled to see the LIVE solution recognized and wish Sabel and InVue the best of luck at the awards,” said Davison, highlighting the system’s impact on retail security technology.

This customer story exemplifies how Optus, in partnership with Sabel and InVue, is setting new standards in retail by marrying security with an unparalleled customer experience. The Optus Bourke Street Mall store is not just a place to shop; it’s a glimpse into the future of retail, where technology and human-centric design converge to create a shopping experience that’s as rewarding as it is secure.

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