In fact we've seen this at most of Tulip's customers. The mobile app can enable greater efficiency and convenience, but it also provides information that can turn an employee order taker into a beacon of knowledge and trusted advisor. One great example of ours is a retailer that sells baby products like car seats and strollers. This retailer was losing sales to a consumer "no decision" in the store. Although the consumer did their homework, when in the store they wanted confirmation that they were getting a product that was not recalled, high quality and priced fairly. Now, empowered via their mobile app with critical product information, product comparisons, and access to online pricing from Amazon, an associate was prepared to help the customer complete the purchase with confidence. They were even empowered to look up a SKU from an online competitor in 1 click that took 2 seconds, shoulder to shoulder in the aisle, and match that price.
A couple of other data points from retailers that use the Tulip app: Most retailers started with just a couple of use cases for rolling out a mobile associate solution in the store, typically line busting (mobile checkout) or endless aisle (catalog and inventory access). This helped with both convenience and sales assistance. But more interesting things happened. We found most employees were using the app even when customers were not in front of them. Further data and research showed they were self-training; learning the products, running product comparisons, and building looks. Net/net: employees will take their mobile devices out in idle time. You might as well give them information and tools on that device that can make them more knowledgeable and improve their performance.