Scan & Go technology has seen wide adoption in the United Kingdom, Europe and the United States and is more recently being trialled by Australian retailers.

This technology works in two different ways. Customers can download an application on their phone and then use their phones to scan products on their journey through the supermarket. They then only need to finalise their transaction through Apple Pay or at a checkout and simply walk out of the store.

For those who might want to use their phone when shopping there is also the option to collect a handheld scanner from a bank at the front of the store. Customers dock their scanner on their trolley and scan the products as they go.

Scan & Go creates a quick and frictionless shopping experience for customers. It removes a major pain point, particularly for big trolley shoppers, in that customers do not have to unpack their shopping and then re-pack to checkout.

We are seeing a growing number of supermarkets use this solution to speed up transaction times. Retailers with minimal and constrained store footprints are being enabled to free up space and help customers get out of the store with increased ease and comfort.

The burgeoning solution is also serving the budget conscious customer, allowing them to track their spend as they shop. As a result, retailers and team members are no longer wasting time and money voiding items at the end of the customer’s journey.

In CLX’s experience when using mobile applications retailers often overlook coverage issues, app functionality and quality check processes. When it comes to in-store devices more typical problems involve the technologies interface, voided items and quite often poor communication and signage on how to use it.

When customers use their phones as devices there is a 3-5% participation rate, which has remained unchanged outside of China over the past 5 years. On store provided devices industry best practice is reflected when retailers provide a choice average between 20-30%.

It’s important for retailers to know that implementing a successful Scan & Go solution is not just about the technology. Of course, this is fundamental, the technology must be fast, efficient, and easy to use from the day it goes live.

Retailer’s IT teams need to have strong communication with broader business operations. The way they come together to iron out friction points within their front-end experience is ultimately what leads to worlds best practice.

To be truly successful retailer’s must pay special attention to their adoption strategy, their change management strategy and the end-to-end customer journey. The customer experience must be centred in the development of these solutions as retailers can easily make the mistake of being too technical in their approach.

With Scan & Go where retailers often fail is at the very entrance of the store where education and engagement must happen.  It is important that customers understand the benefits to the new technology in addition to the ‘how to’ around its use. The best retailers are putting their service desks nearer to the Scan & Go unit, ensuring someone is always there to assist and train customers when things go wrong and drive uptake.

Equally, the exit, or checkout experience, must be thought through so that the Scan & Go customer is given the quickest and most seamless exit out the store. This will ensure they realise the full benefits that the Scan & Go technology can bring.

Integrity checks take place at the very end of the journey. Developing a suitable integrity policy around loss management warrants careful consideration. It needs to be implemented in a way that balances the new frictionless experience and ensures customers experience is not impacted.

We believe the immeasurable benefits that Scan & Go provides to retailers, team members and customers make it an invaluable solution in a checkout ecosystem. However, success requires careful implementation and a sustainable plan for training and retraining customers.

At CLX we are helping our clients implement solutions like Scan & Go. With our global network and experience we can help you implement your own Scan & Go technology to ensure maximum customer uptake and satisfaction.

Customers should be continually supplied with better frictionless options to shop and retailers need to consider the options they will provide to stay relevant and cost effective.

Contact us now to find out how can help your business become more efficient and competitive in this digital age.

Key points for POS system updates:

• Simplicity is essential, allowing team members to complement newer systems with great customer service and by building rapport
• Systems need to be accompanied by strong training and change management initiatives
• Hardware needs to be ergonomic and lend itself to speedier transactions
• Companies need software that can easily integrate new requirements into the future

The most effective and efficient POS systems in the world are built through a global network, using the latest technology and information available for continual improvement. Often retailers think that the best way to meet their specific business requirements is to build their own POS system inhouse, there is a lot of the evidence to support that this is the wrong approach.

POS refers to the ‘point of sale’ and are modernised till systems that manage business operations. These systems include areas such as data collection, accountancy, sales and inventory and can be broken down into two areas, software and hardware.

In general, companies update their POS systems every 15 years, meaning not many younger companies have experience in best practice. Often global retailer leaders opt for the biggest and most popular POS systems in the world.  This is not only because they are guaranteed the best technology crafted through experience but because of the specific efficiencies provided through hardware and software.

At the core of efficiencies inherent to POS system updates is the simplicity it provides for team members. Companies need systems that team members can easily pick up and start using without unnecessarily time-consuming training.

Today in big supermarket every touch of a button by a team member costs roughly $2-3 million per annum. This is where we see simplicity as a key efficiency, driving down the amount of button presses and speeding up transaction times. It is only through simplifying systems for team members that are we then able to focus on the customer experience.

Essentially POS systems need to be intuitive so that more time can be spent engaging with customers and accommodating them. You might have the best system in the world but to be purposeful the team must enhance it through good customer service.

Therefore, companies must consider change management programs when updating or landing new POS systems. Ensuring a smooth transition in tandem with training works to further drive efficiency and guarantee that all stakeholders are considered and included from the ground up in the implementation process.

When it comes to developing the requirements of a POS system it’s also crucial that there is strong communication between the information technology unit and the broader business. Companies generally have components within their existing system that they want to keep so we must consider how we can improve functionality and update the existing system rather than change it entirely. For example, outside of a core product you might have additional requirements, like needing a system that accommodates a flexible workplace and those working from home.

In terms of hardware having modern technology that is tailored to store operations is vital. From scanners to displays and cash draws, these need to be designed with detail that ensures maximum ergonomic efficiency. Every second counts when it comes to the hardware and it is important that companies consider what they want to keep as well as the price and speed of each individual new piece.

Regarding software, companies see significant value added when this their systems are streamlined ensuring that accommodating new requirements is easy.  For companies who have built their own systems and need to meet new and contemporary demands, one of the biggest issues is often integration.

While you might be able to create your own POS system for your company, how are you ensuring it can make integrations in the future? How are you ensuring best practice? And how are you tapping into global learnings that are of benefit to you?

Through team training, change management and further physical requirements in tandem with world-class POS systems we are creating tailored customer experiences for communities across the world.  Further we are considering the future and how we can ensure businesses maximise their operational efficiencies while saving time and money.

At CLX we believe that POS systems should be left to the experts so that companies and retailers can focus on their core business and what they do best. Get in touch with us now and let us share our experience with you.