One identity, different interactions

One record. Many people, many jobs to do.

A SmartLinks identity is the same record for everyone who touches the product — but each audience sees the view that fits the job in front of them. Here’s what that actually looks like, role by role.

Customer Technician Retailer Regulator Warehouse Support

Persona 01

Customer

Authenticate, register, learn, re-buy.

Someone unboxes your product, scans the QR or taps the NFC tag, and lands on a record that proves the item is genuine, registers their ownership, and shows them how to get the most out of it — all without an app install or an account wall.

Jobs to be done

Confirm authenticity at the point of unboxing
Register ownership in one tap, no forms
Find the right manual, video or quick-start guide
Ask the embedded AI assistant a question and get a cited answer
Re-order consumables or accessories straight from the record

Outcome

A first scan turns into a relationship: warranty captured, marketing opt-in earned, repurchase made easy.

See the customer experience

Persona 02

Technician

Tap an asset, see manuals and history.

A field engineer arrives at a piece of equipment they've never seen before. They tap the NFC tag, the live record opens, and within seconds they have the model, the service history, the right torque specs and the parts to order — even on a patchy signal.

Jobs to be done

Identify the exact asset and configuration in one tap
Read manuals, schematics and safety notes offline-friendly
See the last service, who did it and what they changed
Log a new service entry against the same record
Trigger a parts order or escalate to support from the record

Outcome

Faster fixes, cleaner audit trails, fewer truck rolls — and engineers who stop fighting paperwork.

Explore asset workflows

Persona 03

Retailer

Stock check, provenance, shelf insights.

A buyer or store associate scans the same code the customer scans — but unlocks a retailer view. Stock levels, provenance, allergens, certifications and shelf-edge content are all one tap away, with no separate retailer app to maintain.

Jobs to be done

Verify provenance and certifications instantly
Check live stock and replenishment status
Access shelf-edge media and promotion overrides
Capture shelf-level scan analytics for the brand
Flag damaged or recalled stock against the live record

Outcome

Retail teams act on the same record as the brand — fewer disputes, faster reorders, smarter promotions.

See retail use cases

Persona 04

Regulator

DPP record, materials, compliance evidence.

A market surveillance officer scans a product in-store and gets the Digital Product Passport view — materials, substances of concern, repair and disposal guidance, supplier evidence — without needing a login or a portal account.

Jobs to be done

Resolve a GS1 Digital Link to the DPP record
Inspect materials, substances and compliance evidence
View repair, disassembly and recycling guidance
Trace supplier and conformity documents
Export an audit trail of who saw what, when

Outcome

Compliance stops being a separate spreadsheet exercise — it lives on the product, ready for ESPR.

Read the ESPR playbook

Persona 05

Warehouse

Pick, track, audit — by scan or tap.

A picker on a handheld scans a pallet label or taps an RFID-tagged carton. The same record the customer will eventually see also drives the pick, the put-away, the goods-in check and the despatch confirmation.

Jobs to be done

Receive goods against the live product record
Pick and pack with one consistent identifier
Run cycle counts and audits via scan or tap
Surface batch, expiry and lot data at the carton
Hand off a clean chain of custody to the carrier

Outcome

One identifier flows from factory to front door — no parallel WMS labels, no reconciliation pain.

See supply-chain workflows

Persona 06

Support

Resolve faster with the live product record.

A customer opens a support ticket. The agent doesn't ask for a serial number — the SmartLinks identity is already on the ticket, with the exact model, purchase context, registered owner and prior interactions surfaced automatically.

Jobs to be done

Identify the exact item, not just the SKU
See ownership, warranty and prior service history
Push the right manual or fix straight to the customer's record
Trigger replacement parts, returns or repair bookings
Feed resolved cases back into the AI knowledge base

Outcome

Shorter handle times, fewer 'can you confirm the model number?' loops, and an AI assistant that gets smarter with every closed ticket.

See the AI assistant

One product. One identity. Six different jobs to do.

That’s the SmartLinks promise — one record that quietly serves every audience that touches your product, from the first scan to the regulator’s audit.

Book a walkthrough Explore SmartLinks Hub