Case Study:
Zia Records
Unified Commerce Drives 33% Revenue Growth for Independent Retailer
Unified Commerce in Action
Zia Records is the Southwest’s home base for music, movies, and merch. With eight locations in Phoenix, Tucson, and Las Vegas, the chain offers an extensive selection of records, CDs , DVDs, and more. Zia was established in 1980 and evolved to become a cultural hub for the region — a go-to destination offering a treasure trove of entertainment for enthusiasts and fostering a community passionate about music and culture.
Challenge
In the early 2010s, Zia found its business model disrupted. While the company’s cultural cache was strong, many transactions were being lost to online giants like Amazon.
At the same time, the technical requirements were expanding for an entertainment chain with a buyback/resale component. SKU counts were growing with more than 500,000 titles available, and buyback customers had more options and higher expectations.
Zia sought to upgrade its dated technology to compete. The chain needed to:
• Carry in-demand titles at the right price
• Achieve real-time awareness of inventory across its stores
• Build customer loyalty
• Meet new buyers online
However, traditional retail software offerings could not provide the right functionality or cost. These solutions came with unaffordable up-front fees, and ongoing upcharges for new stores and functionality.
Solution
Zia Records chose the FieldStack Unified Commerce Platform based on how the unified commerce technology is able to streamline omnichannel and buyback operations. Plus, FieldStack’s billing model was ideal for Zia’s cash flow needs and scalable for future chain growth.
Results
Brett Zimmerman, COO of Zia, is clear about the chain’s growth through using FieldStack, “Since implementing FieldStack, we’ve increased revenue by 33% while also doubling our Gross Margin.”
Perfected Inventory Through Automation
FieldStack uses machine learning to analyze national, regional, and store trends on the ideal entertainment titles to carry. From there, it automates ordering to ensure that each store and channel carries optimal selections and quantities.
“FieldStack originated from an entertainment chain. They get our unique needs.” explains Brett. “At first, we worried about using a platform developed by what some saw as a competitor. Now we’re growing the category together, making the opportunity bigger for everyone.”
Transformed Buyback Program
Briana Lin, Warehouse and eCommerce Manager, was a store clerk when Zia implemented FieldStack. “Before FieldStack, buyback prices were based on the instincts of staff, and we used paper records. It was clumsy and inconsistent.”
“From day one, FieldStack has been seamless and simple for buybacks,” said Briana. “You just scan the code and then the system does the rest, showing the right buyback value and resale cost.” The system also selects the best resale channels for each item.
Enhanced Webstore and Flexible Transactions
“With FieldStack, system enhancements are cloud-based and included in our contract. As the platform evolves to stay ahead of the competition and respond to market conditions, our experience is seamless and affordable,” said Zimmerman. “That was huge for us during COVID. On day one of lock down, we launched a new, improved webstore that included buy-online, pick-up in store (BOPIS).”
Zia was able to thrive through the pandemic and beyond. “The webstore relaunch brought an explosion of business, and we’ve continued upward,” shared Brett.
Optimized and Scalable Operations
FieldStack optimizes operations continuously, reducing task hours and expenses. For example, it automatically selects the best mail class for delivery based on size and weight. “That delivery selection tool alone has decreased our monthly shipping expenses by double-digit percentages,” said Briana.
FieldStack’s flexibility and scalability allow Zia to be growth-oriented without incurring added costs. “FieldStack has enabled us to run pop-up stores at huge events like Coachella and Las Vegas Comic Con, which is great for our brand and sales,” said Brett.
A Partnership For Growth
“FieldStack is a true partner that helps us grow across our sales channels. They recently worked with us to optimize our Amazon sales, which boosted our marketplace revenue by more than 62% immediately,” said Brett.
“FieldStack understands independent retail, and they’re responsive to every inquiry. Together, we’ve been building Zia’s business — so we can stay rolling and be there for our community.”
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