At a glance
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EDGEPoS Solutions used
For Ross, improving efficiency and taking pressure off existing staff were the driving force behind introducing a fully standalone Self-Checkout solution. Like many retailers, SPAR Lanark Way faced increasing challenges with recruiting staff, making it more important than ever to support the existing team and optimise efficiency. Rather than simply introducing self-checkouts to speed up transactions, the goal was to make life easier for staff while meeting customer demands. Since implementing the solution, the pressure on the team has been significantly reduced, allowing staff to spend more time assisting customers and ensuring the floor is well stocked.
Staff and Queues were our biggest challenge before putting in the self-served tills, straight away that was resolved.
Customer experience was a key consideration for Ross when introducing Self-Checkouts, as he wanted to ensure this was maintaned alongside efficiency. The store has one to two staff members monitoring the self-checkouts at all times, meaning the team can quickly “recognise who needs the extra help”, while allowing other customers to enjoy a faster, more independent checkout experience. By keeping staff present and accessible, the store has been able to maintain the personal connection that many of their customers value, whilst also reducing queues and making the checkout experience more efficient. This approcah has helped the store strike the ideal balance between customer service and efficiency, ensuring Self-Checkouts enhance the customer experience rather than replace the human interaction that remains an important part of the store.
A lot of customers want to have a chat with staff, it was important to get across that this could still happen
Ross acknowledged that “fuel payments on the self-checkouts have been made simple” through EDGEPoS fuel integration, allowing customers to complete fuel payments directly through the self-checkout. For the staff, the authorisation process has been made simple too. Once a customer has selected their pump, staff can quickly authorise it at the click of a button. With the tills positioned within view of the fuel and restricted-product area, staff can easily monitor transactions and provide authetication when required, without disrupting the checkout experience. This streamlined approach gives customers the convenience of paying for fuel through self-checkouts while ensuring staff remain in control of authorisation.
Henderson Technology have solved issues we previously had with fuel payments, it’s been great
Ross has also successfully implemented a fully standalone self-checkout model at his second store, SPAR Beersbridge Road, which his family has operated for over 25 years. While Beersbridge Road is a very different site, with a stronger focus on its loyal, local customer base, Ross has seen the same positive impact from introducing Self-Checkouts. With many customers having visited the store for years, there were initial concerns that introducing new technology could negatively affect the familiar experience they had become accustomed to. However, by prioritising staff training and ensuring that customer service remained at the heart of the Self-Scan model, the customers now “love” the new checkout experience. The success of the self-checkout model across two very different sites reinforces the positive impact the technology can have for both staff and customers alike.
The customers love the self-checkouts. They’re in and out so much quicker
The introduction of a fully standalone self-checkout model has delivered clear benefits for both Ross’ staff and customers across each stores.
By combining efficient technology with a strong focus on customer service, the stores have been able to reduce queues, support staff and give customers greater choice at the checkout.
Ross has shown that Self-Checkouts can work for a variety of customers and store environments, without compromising the personal service they value.
The result? Faster, more flexible checkouts, happier customers and less pressure placed on valued staff members.