At a glance
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Increased Efficiency70% of transactions now processed via self-checkouts, reducing wait times and improving convenience for quick purchases.
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Optimised Staff ResourcesESELs reduced price update times to a single day, freeing staff for priority tasks such as improving customer experience.
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Enhanced Customer SatisfactionDual checkout options allow customers to choose between speed and personal interaction, catering to all preferences.
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EDGEPoS Solutions used
Jonathan McCullagh
Joint Managing Director, Classic Service Station
“Initially, we were hesitant about self-checkouts, worried about customer acceptance and potential shrinkage, but now we couldn’t be without them. 70% of our transactions are processed this way, and customers love the speed and convenience. Combined with EDGEPoS and the Glory system, our operations are more efficient and secure than ever.”
Enhancing Retail Efficiency and Customer Satisfaction Through Self-Checkouts and key Systems
In an era where convenience and speed are paramount, retailers are increasingly turning to self-checkouts and advanced systems to streamline operations and improve customer experiences. Classic Service Station, a family-owned business established over 30 years ago, faced initial hesitations about implementing self-checkouts. However, after careful planning and
research, the retailer decided to move forward with the integration of self- checkout stations, aiming to enhance both operational efficiency and customer satisfaction.
Founded by Jonathan McCullagh’s parents, Classic Service Station has evolved into a well-known local establishment, serving a wide variety of customers due to its strategic location on the outskirts of the town centre. With over 6,000 square feet of space, the store offers a range of services, including a large food-to-go counter, an in-store chippy, an off-licence, and an ice cream parlour. The business attracts a diverse demographic, from local regulars to transient visitors, which necessitates a balance between traditional customer service and modern innovations.
As Jonathan McCullagh, one of the joint managing directors, explained: “Our customers are a mix of locals and visitors from surrounding areas, spanning across different ages and preferences. This makes it essential for us to offer both traditional and modern shopping experiences, ensuring we meet the diverse needs of our clientele.”
Implementation: Seamless Integration of Self-Checkouts
Jonathan was very hesitant to install self-checkouts due to concerns with consumer opinion and shrinkage, “Initially, we were hesitant about installing self-checkouts due to concerns over customer reception and potential shrinkage. However, with the right planning, customer education, and support from our team, the results have been outstanding. 70% of our transactions now go through the self-checkouts, and customers appreciate the speed and
convenience. We’re pleased to report that there have been no issues with shrinkage, thanks to the robust security features and proper staff training. Systems like EDGEPoS and Glory have further streamlined our operations, making our store more efficient and secure. For any retailer considering these technologies, I’d say ensure they fit your store’s needs, train your staff, and focus on building customer confidence. The rewards are undeniable.”
Classic Service Station carefully planned the placement of four self-checkout stations, positioning them near the traditional checkout areas to ensure a smooth integration into the store’s layout. To address customer concerns and educate shoppers unfamiliar with the technology, a dedicated team member was assigned to the self-checkout area at all times. This person’s role was to assist customers, encourage them to try the self-checkouts, and offer support as needed. This approach allowed even the most hesitant customers to gain confidence in using the new technology.
Initially, the self-checkouts only supported card payments, but based on customer feedback, Classic Service Station upgraded the system to include cash payment options with the use of Glory. This enhancement gave customers the flexibility to choose their preferred payment method, significantly increasing the usage of the self-checkout stations. Additionally, the system now allows customers to pay for fuel at the self-checkout, with an employee always available to assist and ensure smooth transactions.
In addition to self-checkouts, Classic Service Station rely heavily on three other key systems to further improve operational efficiency:
EDGEPoS Retail
The EPOS system has become an essential tool for store management, providing reliable, user-friendly interfaces and detailed reporting capabilities. With EDGEPoS, management has access to accurate data, enabling them to make informed decisions and continuously improve in-store processes. Jonathan mentioned, “The reporting feature on the Back- office system is fantastic! You can really delve into numerous reports making accurate changes based off accurate information”.
Glory Cash Recycling Solution
This cash recycling solution was installed at both the self-checkouts and in the back office, making cash handling processes more efficient and secure. With the Glory front and back office system, staff can easily reconcile tills, manage floats, and ensure security during safe drops. The system has become indispensable for ensuring smooth daily operations. Jonathan stated, “I have become so dependent on the Glory machine. It is truly a life saver!”
ESELs
Jonathan highlights the efficiency and advantages of Electronic Shelf Edge Labels (ESELs) in store operations. Before introducing ESELs, promotional changes and price updates were time-consuming, often taking two to three days to complete. With ESELs, these tasks are now streamlined into a single day, significantly reducing the workload. This improvement has freed up staff hours, enabling them to focus on raising store standards—a key factor for Classic Service Station in winning Northern Ireland Retailer of the Year. Jonathan stresses the reliability and time-saving nature of ESELs, explaining that price updates are now instant and accurate, eliminating delays and human error associated with manually printing labels. He also mentions that ESELs contribute to a more organised and professional in-store appearance. Overall, he affirms that ESELs have been pivotal in optimising operations and allowing for better allocation of staff resources.
Conclusion
Through careful planning, implementation, and ongoing customer engagement, Classic Service Station has successfully enhanced operational efficiency and customer satisfaction. By adopting self-checkouts and integrating advanced systems like ESELS and Glory, the retailer has streamlined its processes, reduced friction at the checkout, and ultimately created a more efficient and secure shopping environment for all customers.