Case Study: Lowe's Inc. achieves 60% customer-facing time and streamlined omnichannel operations with Zebra mobile solutions

Lowe’s Digital Transformation Streamlines Operations and Bolsters Omnichannel Capabilities

Lowe’s, a leading home‑improvement retailer with roughly 2,200 stores and about 19 million weekly transactions, was held back by a patchwork of legacy mobile, scanning and printing devices that limited associate productivity, communications and omnichannel execution—shortcomings that became urgent amid pandemic-driven demand surges and changing customer behaviors.

Working with Zebra, Lowe’s standardized on enterprise Android mobile computers, wearable scanners, printers and software (Workforce Connect, Reflexis, VisibilityIQ), consolidating workflows onto single devices and improving real-time visibility across stores and RDCs. The transformation flipped associate time from 40% customer-facing/60% task-based to 60%/40%, sped fulfillment and price changes, strengthened omnichannel options, increased NPS, and enabled millions of in‑app communications (165M Workforce Connect uses in 2020).

Lowe's Inc.

Vincent Scalese

Senior Vice President of Store Operations