The Co-op reports successful Reflexis MyWork in-store roll-out

The Co-op says that it has increased in-store task completion by more than a third just five months after launching mobile system MyWork across its 3,750 stores and 70, 000+ store colleagues.

Previously staff had been inundated with multiple communication channels, including more than 20 back office systems and 70 different paper processes. This negatively affected task execution, prioritisation and completion visibility and led to additional stresses, higher operational costs and non-optimised customer service.

Co-op Work Stream Lead, Dave Tyas says that approximately 80% of all paper processes has now been incorporated into the MyWork tool. “Previously compliance in terms of task fulfilment was 70% and now sits at more than 95% and has done so for more than six weeks,” he comments.

“It’s ever more important to make store associates visible to customers to drive positive customer experience. Mobility is very important in the store environment and there is no longer an elastic band keeping colleagues in the office so they can be on the shopfloor when needed.”

The additional benefits of MyWork, which was developed in partnership with Reflexis, included the complete removal of some processes, a significant improvement in the correct completion of tasks and an empowered workforce who are more inquisitive and forward thinking.

“Store managers previously often became an unintended communications bottleneck. Now non-management colleagues are more engaged with processes because they have visibility, which they didn’t when all processes were paper,” says Tyas.

Each store colleague now receives a personalised and prioritised list of tasks. If colleagues are unfamiliar with a particular task, guidance can be requested through a “How Do I?” link which provides the step-by-step process for consistent execution across all stores.

The next phase of the project will see MyWork further integrated with other store systems to generate real-time notifications such as service and low stock alerts, delivery arrival notifications, predictive self-check-out interventions and store walks based on time of day and external factors such as the weather.