July 30, 2013 / sgroth28
Summer of Solutions: Front End
“How can we reduce checkout line wait times?”
THE NEED: The ability to support a Front End customer service initiative of reducing checkout lines wait times. The retail grocery company understood the value of customers’ time and established a policy that additional checkout lanes would be opened if more than three customers were in a checkout lane. The additional checkout lanes are staffed by customer service managers (CSM), department managers, and assistant store managers.
THE SOLUTION: A wireless Front End radio paging system was deployed. A wireless single-button pendant was installed at the CSM Podium to summon all managers to the Front End for checking. The CSM monitors the checkout lines and presses the button triggering the integrated Instant Assistant wireless controller to broadcast a voice message to all channels of the two-way radios carried by store personnel.
THE RESULT: The initiative was supported with wireless technology and the time required to open more checkout lanes was reduced because the broadcast message to summon all managers to the Front End was sent to all store personnel simultaneously.
Reports generated by the integrated Instant Assistant wireless controller measuring the frequency and response times were used to adjust store staffing.Click here to download this as a PDF.
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