Richie McKillop, along with his wife Lesley McKillop, own the EUROSPAR in Cushendall, a 4,500-square-foot community-focused store that has been family run since Richie’s Father Martin took over the shop in 1980. Situated in a rural area, their customer base primarily consists of families doing larger “trolley” shops. With limited competition and no nearby schools or offices, EUROSPAR Cushendall is an essential part of the local community, serving a wide age range of customers, including many elderly patrons.
In recent years, the McKillops implemented several advanced technologies, including self-checkout systems (SCOs) and Glory CI-10 Cash Management solution, to improve store efficiency and customer satisfaction. This case study delves into how these technologies have impacted store operations, the challenges faced, and the positive outcomes.
Challenges Before Technology Implementation
Before integrating advanced technology, the store experienced significant queuing problems, particularly during peak times, such as summer months and holiday seasons. Richie shared that during busy periods, lines would stretch through the store, resulting in frustrated customers and overburdened staff. The store had to rely on manual processes to manage cash flow and customer transactions, which often led to inefficiencies. The need to restock items frequently pulled staff away from the tills, further exacerbating delays and reducing productivity.
Introducing Self-Checkout Systems (SCOs)
In an effort to streamline operations, the store installed self-checkout systems, which played a critical role in reducing queues and enhancing the overall shopping experience. The most significant benefit of the SCOs has been the elimination of long queues, allowing customers to move through the store more efficiently. Richie mentioned that in the past, bottlenecks would form as staff took time to chat with regular customers, particularly elderly individuals who valued social interaction. Now, with the SCOs, customers can complete their transactions quickly, while staff like Gráinne—known for her friendly interactions—can continue to engage with customers without holding up the line.
The transition to SCOs wasn’t without its challenges. Initially, some older customers were resistant to using the new technology, but with the help of the staff, including Gráinne, who patiently guided them through the process, even the most reluctant customers have embraced the change. Today, the SCOs are used by a wide range of customers, with 65.2% of all transactions in the store now processed through these systems, a figure that climbs to over 68% during the summer.
Enhanced Cash Management with Glory
The implementation of the Glory cash management system has further improved the store’s operational efficiency. While cash shortages were not a frequent problem, the system has significantly reduced the time required for cash handling and investigation of discrepancies. The accuracy provided by Glory has allowed the staff to feel more confident, knowing that cash management is being handled securely and efficiently. This system also speeds up the process of closing down at the end of the day, allowing staff to focus on other tasks.
Improved Staff Efficiency and Customer Satisfaction
One of the key benefits of these technologies has been the ability to optimise staff time. With the SCOs and Glory system in place, staff members are less frequently pulled from their primary tasks to assist at the tills. This allows them to focus on other important aspects of store operations, such as restocking shelves and assisting customers on the floor. Richie noted that during times of staff shortages, such as when multiple employees call in sick, the SCOs have been instrumental in maintaining smooth store operations, even with minimal staff.
Customer satisfaction has also improved as a result of the reduced waiting times and enhanced shopping experience. The older generation, initially hesitant to use the SCOs, now finds them convenient, and many customers appreciate the increased speed and efficiency of the store.
Electronic Shelf Labels (ESELs) for Streamlined Operations
In addition to SCOs and Glory, the McKillops also invested in electronic shelf labels (ESELs). During the pandemic, when prices were fluctuating frequently, updating paper price tags became a time-consuming and monotonous task. The ESELs have eliminated the need for manual price updates, reducing human error and freeing up staff for more valuable work. Promotions are now seamless, with price changes taking effect instantly, ensuring accuracy and enhancing the store’s ability to run promotions without delays or overlaps.
Conclusion
For Richie, the integration of SCOs, Glory, and ESELs technology has transformed their store operations. The technology has provided EUROSPAR Cushendall with more efficient processes, enhanced customer satisfaction, and better use of staff time. While the costs of implementing these systems were a consideration, the long-term benefits in terms of operational efficiency, labour savings, and customer loyalty have made the investment worthwhile. The McKillops wouldn’t consider returning to their old ways, as the technology has become an essential part of the store’s success.
For other retailers considering similar innovations, Richie advises that while there are costs involved, the gains in convenience, accuracy, and efficiency make it a decision worth exploring.
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