Using a special app and Gear S3 smartwatches from Samsung, employees at Cincinnati restaurant chain Buffalo Wings & Rings and at Cincinnati/Northern Kentucky International Airport are getting haptic cues as they do their work so they can provide more responsive customer service.
Under proof-of-concept trials being done in both enterprises, Samsung has partnered with Hipaax to use its customizable TaskWatch wearables software platform and app to provide customer service information to employees in real-time, according to a May 16 joint announcement by the companies.
Servers wearing the Samsung Gear S3 smartwatches on their wrists during the shifts at the restaurant receive haptic feedback, or subtle vibrations, reminding them of tasks such as checking with guests to see if they need drink refills or letting them know that new guests are seated and awaiting greetings at their table.
At the airport, terminal sanitation workers can receive haptic feedback letting them know that it is time to again clean the restrooms after a certain number of visitors have used the facilities.
By providing just-in-time customer service information to workers, enterprises can be more responsive to customers and improve the personal experiences of visitors to businesses of all types, Julie Godfrey, Samsung's manager of retail solutions, told eWEEK. The operation of the watches and app is hands-free, giving the employees the information they need without breaking their stride.
"We're concentrating here on a line-of-business application for the watches, for specific vertical markets inside those businesses" including hospitality, retail and transportation, which can be expanded in the future to a wide range of other enterprises, such as factories, logistics and more, she said.
The TaskWatch app can be used with Samsung Gear S3 or S2 smartwatches and is fully customizable by enterprises to meet their unique business requirements, Bharat Saini, the CTO and founder of Hipaax, told eWEEK. Businesses can purchase the smartwatches fully-loaded with the TaskWatch app from third-party integrators that prepare the devices for users.
The smartwatches and app integrate with Samsung's Enterprise Mobility Management (EMM) application to give IT managers the ability to create device policies and control over the deployment and management of wearable features through a web portal. The system can be managed through the cloud or on-premises, including the ability to remotely install or remove applications or remotely wipe a device. Samsung's KNOX security features can also be used to lock down employee wearables for businesses and can restrict what users do with the devices.
The Samsung Gear S3 smartwatches are enterprise-ready, including IP68 dust and water resistance, said Godfrey, enabling them to keep working in busy workplaces.