The five most common challenges when implementing self-scanning systems

Around 43 percent of the retailers surveyed in the EHI POS Systems 2022 study already offer their customers the option of self-checkout. In the future, 59 percent of those surveyed want to offer self-checkout solutions in their stores. However, brand image, investment and user acceptance are still obstacles for retailers. This article highlights five challenges and provides an incentive on how to overcome them for a smooth integration.

The most common challenges are:

1. Good Advertising in the store
2. To provide a Scan & Go Supervisor
3. To provide multiple self-scanning options to meet different needs
4. A comprehensive onboarding of the branch team
5. Too cautious, half-hearted approach

Good advertising in the store

Frequently, scan & go technology is not communicated adequately to customers. It is advantageous to use your own branch as a versatile advertising channel for this purpose. There are five options that can be used for targeted communication:

• Place banners and posters in complementary colors in the offer, entrance and checkout areas, as well as in the shop windows.
• Floor stickers guide customers into or through the store and explain the benefits of Scan & Go.
• Shelf wobblers increase awareness of the Scan & Go offer directly on the shelf.
• Promoters offer the possibility of a direct customer approach through brief instructions and general information.
• Merchandise that can be used directly for the upcoming purchase is also suitable as an incentive for using Scan & Go.
  
  

Provide a Scan & Go supervisor

Particularly in the introductory phase of Scan & Go, it is a good idea to have employees available at the SCO checkouts to assist customers with problems and questions. It is also advantageous for employees to explain the use of Scan & Go to their customers as soon as they enter the store and to eliminate any uncertainties immediately. Even after the introductory phase, there should be at least one employee who can, for example, approve age-restricted items and carry out random checks.

Provide multiple self-scanning options to meet different needs

The introduction of self-scanning systems is worthwhile in any case if the target group is in the potential group that at least rarely uses self-checkouts. However, customers should have a choice. Particularly in combination with an efficient self-scanning solution, this also offers retailers attractive new options for establishing additional touchpoints and tapping into new customer groups. When using an app, brick-and-mortar SCO checkouts are usually the alternative and optimally cover the different needs of customers.

A comprehensive onboarding of the store team

Employees are usually the first point of contact and the direct point of contact for customers. It is therefore essential for the success of retail that all employees have the same level of technical knowledge and increase the acceptance and use of the scan & go technologies with a routine and open approach. This means that both employees and customers benefit equally from the use of such digital solutions. Qualified and motivated employees are the key to success in this case.

Too cautious, half-hearted approach

A half-hearted approach often does more damage than good. By introducing scan & go technologies, a retailer's brand image can benefit insofar as the necessary precautions are taken and the customer remains the focus of action. The investment question should therefore only take second place.