Overview

Engagement overview

Cooler Screens sought to strengthen the reliability of its digital retail media platform by improving the detection and resolution of hardware and software issues across its connected cooler network. The organization required a dedicated support function to maintain platform health while continuously improving the AI models powering its digital displays.

TO THE NEW worked with Cooler Screens to establish a comprehensive product support framework that combined continuous monitoring, AI validation, and proactive issue management to improve operational efficiency and consumer experiences.

Our client

E-commerce
 USA

Cooler Screens is a retail technology company that transforms cooler doors and retail surfaces into IoT-enabled digital displays. Its platform combines AI, edge computing, and digital merchandising to deliver real-time product information, pricing, promotions, and retail media, helping retailers and consumer brands create more engaging in-store shopping experiences.

client

Business objective

The initiative focused on improving platform reliability, AI accuracy, and operational support across Cooler Screens' digital display network.

01

Establish a dedicated product support function for digital cooler operations

02

Detect and resolve hardware and software issues more efficiently

03

Improve AI detection accuracy through continuous validation

04

Maintain consistent platform health across connected cooler screens

05

Accelerate issue resolution to minimize operational disruptions

06

Improve in-store consumer experiences through reliable digital displays

Business solution

Cooler Screens worked with TO THE NEW to establish a proactive product support framework for continuous monitoring, AI validation, and issue management.

  • Established a dedicated product support function for hardware and software operations

  • Reviewed AI detection accuracy and manually validated incorrect detections

  • Supported continuous improvement of machine learning models through validation feedback

  • Introduced a 24x7 remote concierge process to manage hardware-related display issues

  • Conducted regular peripheral reviews to identify faulty devices for field resolution

  • Performed periodic health checks to monitor overall platform performance

  • Tracked low-efficiency cooler doors to improve operational effectiveness

  • Worked with field teams to accelerate issue identification and resolution

Business impact

Operational metrics reflected heightened platform availability, manual validation improvements, and baseline alignment.

Established 24x7 operational management for critical digital hardware and screen infrastructure

Improved AI detection accuracy through continuous validation

Accelerated identification and resolution of hardware and software issues

Improved overall platform health through proactive monitoring

Increased operational efficiency by tracking low-performing cooler doors

Enhanced consumer experience by stabilizing real-time point-of-sale display availability