Optimized retail customer service

Analysts forecast that over the next 10 years, traditional retailing will become one of the most rapidly changing fields. The quick entry of online competitors into the market, the emergence of new trade formats and payment methods, as well as actively developing markets require retailers to constantly monitor, evaluate and, if necessary, revise business strategies. This is the reason why today’s market leaders focus on business flexibility and adaptability. The key to the successful development of chain stores is not only the ability to understand and anticipate market dynamics but also the ability to quickly adapt their business to changing market requirements.

At the same time, customers are the pivot for retail organizations when choosing a development strategy. Based on their interests and preferences, retailers choose where to open new stores, how to equip them, what goods to put on the shelves, how to accept payment and delivery, and what additional services to offer the consumer. All of these factors contribute to a positive customer experience, which, according to Shep Hyken’s research, becomes critical in determining whether a consumer will continue with a brand.

To meet customer expectations, retailers are actively investing in creating a new technology landscape, focusing on developing the self-service channel. Using solutions such as self-service checkouts and mobile self-service scanning apps enables retail organizations to optimize customer service, provide optimal customer experience, thereby increasing brand loyalty and attracting new customers.

Points of Optimization

Optimizing customer service

Personalization of customer experience

Increase of quality and speed of service

Optimization of work processes of point of sales personnel

Organization of retail space

Today, people strive to minimize their time in the grocery store as much as possible. According to a survey of grocery store visitors requested by Diebold Nixdorf, on average shoppers spend 50 minutes shopping for long-term consumption, 24 minutes shopping for a few days, and just 16 minutes shopping for immediate consumption.

As the time that customers are willing to spend in stores is shrinking, the main task of the retailer becomes to organize the retail space and the customer journey in such a way that the store visitor can find all the needed products as quickly as possible. Another important task of a retail organization becomes to ensure continuous operation and availability of all points of contact with the consumer, including the checkout area (cash register equipment, self-service systems, etc.).

Cashout solutions

The demands of retail organizations on POS equipment are constantly growing. The devices need to be easy to maintain and solutions should offer a wide range of connectivity, integration, and operation in a variety of environments and provide seamless customer service. However, modern cash register equipment should solve other tasks of a retail organization, for example: to provide automatic transfer of sale information to tax authorities, support loyalty systems, provide customers with the ability to pay utility bills, fines, duties at the cash register, etc.

At the same time, more and more customers prefer self-service checkouts over traditional cash registers with personnel. According to Nielsen, 48% of shoppers who prefer traditional checkouts choose self-service checkouts if the queue is smaller. Self-service checkouts reduce the staff workload, optimize the use of retail space, and provide customers with the expected customer experience.

Workflow optimization, improving the quality and speed of service

According to the survey of grocery store customers done by Diebold Nixdorf, the most frustrating aspects while shopping is waiting in line (37%) and missing items (36%). In most cases, these problems can be solved by optimizing internal workflow.

Thanks to modern mobile devices, a store manager can analyze product sale volumes throughout the day, noting items that need replenishment first. The manager is also informed when the customer flow is increasing to generate the best schedule for store employees and hire additional staff if necessary. This allows minimizing shelf replenishment time and reduce average expenses on business processes. In addition, mobile devices can be used to check prices, scan barcodes, distribute customer flows, and communicate with other store employees.

Easy integration and high connectivity

Retail organizations regularly face the need to integrate new technology and equipment into their infrastructure. Traditional (brick-and-mortar) retailers need to do it cautiously to preserve the investments already made in the existing technology. Often, the complexity of integrating new solutions becomes a difficult barrier to innovation.

High connectivity allows a retail organization to choose a strategy to collaborate with a variety of solution and equipment vendors and provides maximum freedom to choose the vendors whose solutions fit that strategy. Adopting open technology is important because no single vendor has a monopoly on all of the technology needed to create the optimal customer journey at the point of sale. All solutions supplied by BS/2 can be easily integrated into the existing infrastructure of the retail outlet as they are compatible with the solutions of the world’s leading manufacturers.


Providing customers with a relevant experience

Streamlining of work processes

Reducing the total cost of ownership

Increased customer loyalty

Attracting new customers

Easy and fast integration into the existing technology

Implementation flexibility

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