Woolworths Improves Customer Service With Queue-Busting Technology

Retailers know that reducing queue times at checkouts is a key factor in achieving customer satisfaction. Nicola Pritchard, program manager at retail giant Woolworths, explains, "We are dedicated to providing customers with superior service, and reduced wait time at the till is a key factor in achieving this." Wanting to implement a full-transaction queue-busting solution, Woolworths worked with UK-based mobile computing and printing solutions provider Episys Limited and NSB Retail.

Full-transaction queue-busting solutions enable retailers to set up mobile checkouts to reduce customer wait times. With these systems, employees process transactions using handheld devices that can access the retailer's POS system in real time over a radio frequency infrastructure. Receipts are produced using lightweight mobile printers worn by the staff.

Woolworths' mobile POS solution includes S3500THS mobile receipt printers from Extech Instruments Corp. (Waltham, MA) and PiccoLink RF600 handheld terminals from NordicID. Extech's printers have ISO-compatible integrated magnetic card readers and smart card readers. A belt loop system increases portability of the printers. Other features include a simple paper-loading system and a lighter, more durable design. Three communication options are available on the printer, including an integrated Bluetooth module. The system was rolled out to 200 stores initially.

The application can be adapted to cope with a broad range of transactions including vouchers, refunds, and e-top-ups, all without queuing at a checkout. Because of the reduced need for and expense of checkout equipment or till-lane space, retailers save money. As the queues diminish, staff can maximize the use of available equipment for other applications.