Retail technology solutions that could rejuvenate physical experiences
These are tough times for high streets, shopping centres and retail parks.
The e-commerce space has been thriving amid the Covid pandemic, while one in seven UK shops remain shuttered, with vacancy rates rising across all retail locations.
But all hope is not lost. In this article, RTIH takes a look at retail technologies that could save bricks and mortar experiences.
Ubamarket
Ubamarket has rolled out its mobile technology in a new Central England Co-op store at Warsop, Mansfield.
This takes Ubamarket into its fourth partnered store with the retailer.
Through the former’s Scan, Pay, Go app, customers will be able to utilise various features that facilitate a personalised experience, with Magic Shopping List technology guiding them through the store.
The app also provides information on which packaging can and can’t be recycled and will give customers a summary of the environmental footprint of their purchases.
Users can scan products/shelves as they shop and then check-out and pay in app.
Imagr
Imagr recently opened its first popup store in London, UK, located on Oxford Street.
The New Zealand-based startup fitted out a Sook adaptable retail space into a mini-market for “a fully immersive autonomous supermarket experience”.
It invited prospective customers, tech experts and press into the space for demonstrations of the offering, which includes smart carts and an imaging station.
AiFi
AiFi has ramped up its partnership with US retailer Loop Neighborhood to introduce its computer vision, camera only platform into stores in California, starting with two Bay Area locations.
This follows a tie up to design an autonomous gas station store, using AiFi’s NanoStore model in Campbell, California in 2019.
“NanoStore has been welcomed with open arms by our customers and we think they’re ready for the next generation of AI powered shopping,” says Pervez Pir, COO at Loop Neighborhood.
“Our expanded partnership with AiFi will enable us to incorporate autonomous shopping technology into more stores, allowing our cashiers to focus on providing the best customer service, all while preserving the look and feel of a traditional shopping experience.”
In stores using AiFi’s technology, Loop Neighborhood customers will have the option to scan a QR code in the former’s app upon entering or leaving the store and grab their items without waiting in line, or checkout with a cashier.
Following the opening of the two aforementioned stores this summer, Loop Neighborhood plans to open additional AiFi powered locations later this year.
OneStock
Pets at Home has launched a one hour Click & Collect service, powered by an order management solution (OMS) from OneStock.
After an initial roll-out to 40 stores, an additional 410 went live and it has now been deployed in all physical locations across the network.
OneStock implemented the OMS into the retailer’s IT ecosystem over a six month period.
Customers can now see which of their items are available in which stores. The new service also allows them to get their orders faster than before when shipped from the central distribution centre.
Chris Holyland, Group Digital Director at Pets at Home, comments: “OneStock’s solution helped us deliver customer convenience and speed of collection into our customers’ buying journeys at a particularly important time.”
“When pet owners make a purchase, especially if it's pet food or essential accessories such as bedding, they want to access it as quickly as possible in order to care for their pet.”
“As a nation of pet lovers, our pets became even more important to us during the pandemic, so being able to offer fast and flexible fulfilment to shoppers was a key evolution in our customer experience strategy.”
Splitit
La-Z-Boy Furniture Galleries, PROCAM, Fabergé, KEF and Aftershock PC Australia are among the brands onboard with new buy now, pay later offering, Splitit InStore.
This brings Splitit’s instalment payments to in-store retail locations worldwide, and also includes Apple Pay and Google Pay.
Sales associates can initiate it for those people making larger value purchases, such as home furnishings, jewellery, luxury retail and sporting goods.
“Online shopping has transformed the way we shop for furniture. But consumers still want to see, feel and experience our furniture firsthand,” says David Hilst, owner of five La-Z-Boy Furniture Galleries stores in Illinois and Indiana, USA.
“Splitit delivers a seamless in-store experience. We can meet the shopper in the store and offer an instalment option instantly – it’s the best online experience in an offline environment. You don’t get this with other financing options.”
Go Instore and Appointedd
Go Instore and Appointedd have teamed with Marks and Spencer to launch M&S Video Expert, a live video offering designed to recreate in-store beauty and furniture services for online customers.
This is operated by colleagues at M&S White City in London.
The service taps Go Instore’s live video tech and Appointedd’s online booking and scheduling platform.
A key feature is M&S staff being able to deliver interactive StoreStream live sessions on the retailer’s website, which allows an unlimited number of customers to join a live stream broadcast to learn more about products as they are browsing.
“The last year has accelerated many of the trends and shopping patterns we were seeing pre-crisis and we have responded by building a shopping experience that’s fit for the future, enabling customers to shop the way that they want,” says Clive Hudson, 10x Digital Store Programme Manager at M&S.
“Our M&S Live Expert service helps us to offer our customers flexible, easy and rewarding shopping experiences whether they choose to shop online, in-store, or both.”
He adds: “The service has proven really popular, our in-store experts have taken over 9,000 calls so far.”
“What’s more, connecting staff to online customers is increasing our conversion rates by up to 40% and receiving 92% consumer satisfaction scores. Our customers have booked a total of 500 appointments in just three months, demonstrating the high demand for our enhanced digital offering.”
Jisp and Zoom 1hr Delivery
Convenience shopping app, Jisp, has announced a last mile fulfilment partnership with Zoom 1hr Delivery.
Zoom has a driver fleet of more than 300 nationwide. It has been operating primarily in West Midlands and Wales.
However, following Jisp’s partnerships with Bestway and Nisa as well as Zoom’s expansion with Co-op, both companies are in talks to extend their reach and cover thousands of stores.
Ilann Hepworth, MD at Jisp, says: “Last mile delivery has always been the missing link in our proposition as many retailers either didn’t have enough staff, time or vehicles to truly benefit from providing our home delivery service.”
“With Zoom’s impressive fleet of cars and driver portfolio we are looking to rapidly grow store numbers whilst continuing building our reputations as retailer-first convenience service on the market.”
Zoom serves more than 440 retailers and is set to bring in 300 Co-op stores by the end of September. Since going live, it has processed over 280k orders through its platform.
Pricer
Intersport has rolled out Pricer’s electronic shelf labels (ESLs) across its European store estate.
The solution, which delivered around 1,000 SmartTAG HD per store, now provides instant price changes.
The ESLs also feature a QR code. Scanning the code, store associates have real-time visibility of stock, while shoppers can find out more information about the product on display, or place an order should the size or model they are looking for be sold out in-store.
Perch
Purina has partnered with Perch to launch an in-store product engagement platform at 200 supermarket locations in the US midwest.
Tapping Perch’s “lift-and-learn” technology, interactive end caps in the pet section incorporate a digital screen that automatically senses what products shoppers touch to respond with videos and information about said products.
“We are excited to have a storytelling platform in the pet category that communicates Purina’s expertise and commitment to providing the leading products that keep pets safe, happy and healthy,” says Kenneth Endermuhle, Purina’s Manager of Category Experience Design.
“With Perch, we can deliver the right product message at the right time, at the point of consideration, so that Purina can stand out where the majority of shoppers purchase pet products - in-store.”
Purina will be able to update digital messaging and is launching initially with education on its ONE 28-Day Challenge. It also includes product category information and mobile integration into an augmented reality experience.
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