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SPAR Lanark Way

Objectives

The primary objectives of SPAR Lanark Way were to transition from a high-fuel volume store to a more diverse retail environment that caters to both local residents and transient visitors. The store aimed to address various operational challenges, including staffing issues that led to inefficiencies and long queues, particularly during peak hours. Enhancing customer satisfaction and overall experience was a key focus, alongside improving cash management processes to reduce labour-intensive tasks. Additionally, SPAR Lanark Way sought to ensure that any technological upgrades aligned with its long-term operational needs, thereby positioning itself for sustainable growth in a competitive market.

Solutions

  • Self-Checkout Systems: Automated checkout to reduce queue times, allowing staff to focus on essential tasks.
  • Electronic Shelf-Edge Labels (ESELs): Streamlined pricing updates, minimising errors and saving staff time.
  • Glory Cash Management CI-10 Cash recycling Solution: Enhanced cash handling accuracy, reducing losses and theft risk.

At a glance

  • Reduced theft and inaccuracies with the Glory system
    Glory Cash Management CI-10 Cash Recycling Solution enhanced the security of cash transactions and improved accuracy in cash handling.
  • Reduced queue times through self-checkout systems
    Customers can complete their transactions more quickly, leading to a smoother shopping experience.
  • Improved pricing accuracy with ESELs
    ESELs have minimised errors associated with manual pricing.
  • EDGEPoS Solutions used
    EDGEPoS Retail logo EDGEPoS Self-checkout logo EDGEPoS ESELs logo

Ritchie McKillop

Store Owner, SPAR Lanark Way

“The implementation of SCOs, ESELs, and Glory has immensely improved the efficiency of my store’s
operations. I am a strong advocate for IT and I am committed to future-proofing my store with Henderson Technology.”

SPAR Lanark Way’s Implementation of Self-Checkout, ESELs and Glory's Cash Recycling Solution

SPAR Lanark Way is a family-owned convenience store run by Father and Son Karl and Ross Hunter. The store has been operating under the Henderson umbrella for approximately eight years. The store is located in a transient area, attracting both local
residents and visitors, particularly during busy morning and evening hours. The introduction of an alcohol license has improved weekend trade, reflecting a shift from a high fuel volume store to a more diverse retail environment. Ross Hunter, Owner, offers insights into the operational challenges the store faced, the rationale for adopting these technologies, and the impact on efficiency, customer experience, and cash handling.

Challenges Before Implementation

Before implementing SCOs, ESELs and Glory’s Cash Recycling Solution, SPAR Lanark Way faced several operational challenges. Staffing issues were a primary concern, as the store struggled to hire and retain staff, especially during peak hours, leading to long queues and inefficient service. Additionally, managing cash transactions was labour-intensive and time-consuming, as handling cash shortages diverted staff away from customer-facing roles. These staffing and cash handling inefficiencies contributed to a reliance on traditional checkouts, resulting in delays that negatively impacted overall customer satisfaction.

 

Implementation of Self-Checkout, ESELs and Glory’s Cash Recycling Solution

Electronic Shelf-Edge Labels (ESELs) have significantly improved operations and
customer satisfaction at Ross’s store. Previously, pricing updates were labour-intensive and prone to error, with staff often struggling to identify products correctly when using paper labels. ESELs have streamlined this process, allowing staff to update prices efficiently and accurately. This shift reduces the chances of mislabelling products, minimising customer confusion and complaints about incorrect prices. Additionally, ESELs save valuable staff time, freeing employees to focus on more value-adding tasks rather than manual label replacements. ESELs have enhanced both staff ease of use and promotional capabilities within the store.

Implementing self-checkout systems in the store brought several key benefits. Queue times significantly decreased, improving customer flow and reducing wait times. By automating the checkout process, the store was able to reallocate staff to other essential tasks, boosting overall efficiency and enhancing the customer experience. Additionally, the integration of Glory cash handling systems improved cash management, reducing losses and increasing accuracy. Ross mentioned how approximately 70-75% of transactions now occur through self-checkout, a high adoption rate attributed to effective staff training and efficient
customer flow management during peak times.

With the implementation of the Glory CI-10X Cash Recycling Solution, security measures have been enhanced. Ross expressed confidence in the system’s effectiveness, recommending it to other retailers considering similar upgrades. Looking forward, SPAR Lanark Way plans to continue optimising its operations by possibly expanding its use of Glory systems to further enhance cash management processes. Ross emphasised the importance of aligning technology
with operational needs, suggesting a careful evaluation of future investments in technology based on existing efficiencies.

Overall Impact on Operations

The implementation of the Glory Cash Recycling Solution significantly improved customer experience and operational efficiency. Reduced waiting times and enhanced service quality led to higher customer satisfaction. Additionally, the system allowed staff to focus on other operational areas, increasing productivity and overall store management. Improved cash handling was another key benefit, as the Glory solution effectively managed cash transactions, reducing theft and inaccuracies. Hunter noted that while cash transactions initially accounted for approximately 50% of sales, the introduction of self-service options enabled a smoother transition to electronic payments, further streamlining the cash handling process.

The case of SPAR Lanark Way illustrates the significant benefits of integrating Self-Checkout (SCOs), ESELs and Glory’s Cash Recycling Solution in a retail environment. By addressing staffing challenges, improving customer experience,
and enhancing cash handling processes, the store has not only optimised its operations but also positioned itself for future growth in a competitive market. This case study serves as a valuable reference for other retailers contemplating similar technological advancements.

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