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Agenda
1. Retail Market Trends
2. Self-Service implementations
examples
3. Technology evolution
Time starved
Driven by value
Digitally empowered
Shop-hopping
70% of consumers don’t have enough time…
Consumers want store associates to be
technology-enabled and to be as knowledgeable
as they are….
Impact of the economy causing consumers to cut
discretionary spending and shop
for deals
The elusive consumer… A ‘Here And Now’ culture – with unlimited access and choice
Smaller store formats
Growth in mobility
and channel convergence
Focus on in-store experience
Reduce costs, improve service
76% of retailers say their #1 use of in-store technology is
to improve the customer experience
Self-checkout provides: Up to 40% queue reduction
A 20% throughput increase
Over 400 labor hours reduced/redeployed per week
A 7% revenue increase per labor hour due to labor
redeployment back into the store
70% of smartphone owners will use their phones while
shopping in the store
NCR SelfServ Checkout Global Reach
NCR Ships 2 out of 3 Self Checkout Units Worldwide
• 165 Retailers
• 13 segments
• 29 countries
• >110,000 units
The World of SelfServ Checkout
• Over 110,000 NCR SSCO Units Installed Globally
• Approximately 140 Million Customers Per Week Are Using NCR SSCO
• Serving Over 7 Billion Customers Per Year!
Overcoming Common Objections
Macro-Trends
North Europe
Lower impact by economical
crisis
Focus on customer experience
Store format rethinking
Cashier shortage
South Europe
High impact by economical
crisis
Focus on labor productivity and
operational costs
Store format rethinking
Big is bad Small is good
Macro Trends – What is
happening… Lower purchasing power
Only required purchases (strict shopping
list)
Purchase postponing
Preference for store with faster check out
Basket evolution
Lower average value
Lower number of items
Increase on number of transactions
Higher frequency
Promotion driven (Cherry Picker)
Lower store revenue generation
Retailers conventional reaction…
1. More promotions
2. Stop in spending
3. Sales driven actions
• Price war
Results…?
• Lower margin
• Lower improvement capability
• No improvement on operational costs
A different approach
Attention to consumer needs and demands
More services
Fidelization
Revenue Increase
More references
More services
Operational Cost reduction
More flexibility on store management
Margin improvement
Traditional checkout lane evolution
Kiosks (e.g. productive tobacco sales)
Large Baskets - In-Aisle Shopping
Small Baskets – Express Service (SSC or Assisted)
Converged Channel Retailing (collect and pay)
Dynamic CheckOut – Convertible Lanes
Implementation Examples
Asda Walthamstow
Asda, 19 Selborne Walk Shopping Centre, London, E17 7LS Walthamstow Central - Central
Store Format Supermarket
No. of SSCO Units 20
SSCO Version V.4
No. of Main Tills 5
Store re-designed to optimise SS potential
Offer a blend of self service solutions – permanent
availability – attendant zoning
Assess the regular lanes usage specialization / free up
the shop floor
Facilitate the access to the self service area + queuing
Optimize the additional merchandising space
Benefit from impulse merchandising (low racks)
Guide the customers with the proper signage
Leverage of self service at “kiosk” area
Boots Bishopsgate
Boots Flagship store Format
Located nearby Liverpool St Station– huge hub of commuters
and tourists
9 Self-service Checkouts
Self Service checkout – well located near
Operates with minimal but effective use of attendant
Operation optimised to maximise SSCO
Boots, 200 Bishopsgate London EC2M 4NR Liverpool St. – Circle/Cent./Met./Hamm.
Store Format Health & Beauty
No. of SSCO Units 9
SSCO Version V.5
Tesco Commercial
Street Express
Tesco Express (Convenience Format) in busy
commuter and residential district
7 Total Lanes - 3 SSCO
Lanes embedded alongside main till bank
Operates with a fractional attendant (multi tasked
cashier)
Always open tills are self checkout
Operation adjusted to fit self checkout
Tesco Express, 116 Commercial Street, London, E1 6NF Shoreditch High St. – Central
Store Format Convenience
No. of SSCO Units 3
SSCO Version v.4
No. of Main Tills 4
Tesco Metro, 6 Eastcheap, London, EC3M 1AE Monument – Circle/District
Store Format Small Supermkt
No. of SSCO Units 12
SSCO Version v.5
No. of Main Tills 5
Located in business district main customers are
professionals alongside steady flow of tourist traffic
Store has substantial peaks and flows in trade – very
busy between 12-2 and 5-7, quiet outside of these
times
SSCO has precedence over main bank, customers
pass through SSCO to reach tills
Open SSCO exit causes confusion over queuing entry
points
Tesco Metro
Boots Paddington
NCR’s worlds first smallest footprint SSCO
Located in one of the worlds busiest train stations
4 self service checkouts with 1 main till
Self Service checkout – well located and strong customer
visibility
Operates with minimal but effective use of attendant
Space utilisation optimised to leverage smaller footprint SSCO
offer
Store also has 2 tills within dedicated pharmacy area
Boots, Station Concourse, Paddington Station
London W2 1HB Paddington – Circle/Met./Hamm./Bakerloo
Store Format Health & Beauty
No. of SSCO Units 4
SSCO Version V.5
No. of Main Tills 1
Queue
entrance
Decision
point
Off-peak queue
entrance
Impulse
merchandise
opportunities
Queue
entrance
Queue
entrance
Decision
point
Decision
point
Off-peak queue
entrance
Off-peak queue
entrance
Impulse
merchandise
opportunities
Impulse
merchandise
opportunities
Sacoph Rome
First implementation in Italy for small stores
Located in residential area
2 self service checkouts with 2+2 main till (normally 2 lanes
opened)
Self Service checkout – well located and strong customer
visibility
Operates with fractional cashier
Attendant used on peak time
Store Format Convenience
No. of SSCO Units 2
SSCO Version V.5
No. of Main Tills 4
Technology Evolution
Redesigned Bagging Module Standard 1-bag Unit
2
3
4
1
1. Cabinet 2. Scale Platform 3. Standard Bag Rack 4. Basket Shelf
- 33cm
Express SSCO (Basket Over Bag)
Standard Bag Rack
Same Kit for Left and Right Hand Units. On site
field retrofit possible
New Basket Over Bag Kit.
Not Connected to Security Scale
Standard 1 Bag Bagging Area
Retrofit Existing 1 Bag Units…
PID = 7350-K509 Available in WOT
SelfServ Checkout “Flip”
PINpad and 2nd display on swivel mount
Cashier Mode
Direction of customer traffic
Folding platform
SelfServ Checkout Convertible
Input belt or basket shelf
3 bag, bag well
Single bag rack
PINpad and 2nd display on swivel mount
Self-Checkout Mode
Direction of customer traffic
Raised Platform for Cashier mode
Cashier Mode Self-Checkout Mode
Direction of customer traffic
Direction of customer traffic
How it works
Thank you
a.santalucia@nv-inco.com
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