Executive Summary
What began in 2019 as a 6-week strategy engagement has evolved into a six year (and ongoing) partnership that has transformed the Coles front end. Through innovation, operational insight and end-to-end delivery, CLX and Coles have unlocked $200 million in benefits, reduced project costs by 30% and transformed 800 stores nationwide.
The Beginning
In 2019, Coles engaged CLX to develop a front end strategy focused on operational efficiencies while improving the customer experience.
When COVID hit, the existing front end was no longer fit for purpose. CLX pivoted quickly, designing and delivering a COVID-friendly packing bench with a natural slope that moved scanned items away from the team member and towards the customer – enabling the customer to pack their shopping, at a safe distance from the team member.
Post pandemic, the same design allowed team members to support customers with packing, improving the overall speed of checkout.
CLX was engaged to redesign main lane checkouts with the natural slope, creating a world-first dual-packing checkout solution that enabled team members and customers to pack at the same time
CLX Continues to Solve Real World Problems
As customer preferences shifted toward self checkout, CLX designed the trolley self checkout, a fit-for-purpose solution specifically for a large shop.
The rollout to 287 stores unlocked $60 million in benefits.
In recognition of our dedication to solving customer problems with tangible business returns, CLX won Service Innovation Partner of the Year at the Coles Suppliers of the Year Awards in 2022.
CLX Provides an End-to-End Solution
In 2023, CLX expanded its capabilities, establishing in-house construction and shopfitting. CLX Construction holds national commercial building licenses with experienced retail construction crews in each major state.
For our rigor in project management and commitment to delivery, CLX was appointed principle contractor for the front end.
Today, we lead all front end transformation projects for new checkouts, service desks and more recently, cameras and smart gates to support loss prevention initiatives.
In partnership, we have unlocked significant efficiencies and delivered over $200 million AUD in benefits while our end-to-end delivery model has reduced project costs by 30%.
Our Approach
CLX provides end-to-end project management and delivery, we are the single point of contact responsible for all elements of the project.
Our proven methodology delivers results in five phases.
1. Strategy Development – identify pain points, review all data sources, operations analysis
2. Solution Design – reimagine new spaces and experiences, operating models, future-state journeys, benefit modelling and business case
3. Delivery – planning, site audits, permits, build, and installation under one contract / one supplier (CLX)
4. People Readiness – change management and training (customer and team members are at the core of all solutions)
5. Optimise – continuous improvement, lifecycle management, upskilling
Solutions Delivered
Highlights include:
1. COVID-friendly Packing Benches
Challenge: Keeping customers and teams safe without slowing service.
Solution: CLX created bagging wells to sit at the bottom of a slope. This meant items naturally slide down after being scanned, ready to be packed by the customer (away from the team member).
Payment terminals, printers and customer screens all moved to the back of the checkout, encouraging social distancing.
Impact: We pivoted quickly, delivering a safe and compliant solution. Rollout to 325 stores.
2. World-First Dual Packing Checkout
Challenge: Evolution of the COVID-friendly packing benches when social distancing was longer required.
Solution: A world-first solution that enabled both team members and customers to pack at the same time.
Impact: Improved speed at checkouts. Rollout to 228 stores.
3. Trolley Self Checkouts
Challenge: A self checkout option for larger shops.
Solution: CLX designed the trolley self checkout with ample space, featuring a packing bench, fragile shelf for eggs or bread and a dedicated space to park the trolley.
Impact: 15-30% uplift in self sufficiency, $60 million in benefits.
4. ‘Service and Loss’ Change and Training Program
Challenge: Make loss prevention a part of every front end initiative, especially when new technology such as AI-enabled loss analytics and smart gates is introduced
Solution: A combined change and training program reinforcing team member safety, customer service and loss prevention.
Impact: Confident, capable teams equipped to support all customer scenarios.
Results and Outcomes
We have delivered:
- $200 million+ benefits
- 30% reduction in project costs
- 15-30% uplift in self sufficiency
- $60 million in uplift from trolley self checkout rollout
- 100k+ team members trained and inspired
- 800 stores transformed
- Industry recognition: Coles Service Innovation Partner of the Year 2022
What’s Next
As a trusted strategic partner, we continue to work with Coles on large scale transformation projects, delivering the future of retail front end including:
- Computer vision front-end journeys
- Autonomous checkout trials
- Hybrid checkouts
- Real-time workforce optimisation
- Retail media and personalisation opportunities
About CLX
We are front end retail specialists, grounded in operations, team member engagement and customer experience.
With decades of hands-on experience transforming stores globally, our teams deliver complex change at pace without compromising quality, stability or people.
We have led some of Australia’s largest front end transformation. Unlock the benefits of your front end and beyond, contact us at info@clxprofessionals.com.