Just before the COVID-19 pandemic struck, American Eagle Outfitters (AEO) adopted a “Slack-like” communications platform, Retail Zipline. The investment has proven to be a wise one for AEO. The company has seen increased staff productivity levels at each of the stores that implemented Retail Zipline. Furthermore, the communications platform has served to keep 8,000-plus store associates informed of constantly evolving COVID-19 protocols in real time, helping them to create a safer shopping experience for consumers.

AEO notes that its partnership with Retail Zipline saved the company labor hours in the last year — hours that can now be redirected to delivering safe and more engaging customer experiences. In an exclusive interview with Total Retail, Sunny Woo, senior vice president of American Eagle and Aerie Stores at AEO Inc., discusses the company’s use of Retail Zipline’s platform and how it has made such a positive impact on store operations during a challenging time for the brick-and-mortar sector.