Self-service and staff-operated devices were rolled-out late last year to allow checks on stock sold through the retailer’s Big Red Book.
The system was designed to stop customers getting to the tills only to find that the products they want from the catalogue are not available. Stock information is being provided through staff-operated mobile devices in all 818 stores and at self-service stock-checking units at 98 stores.
Within a fortnight of going live, the number of self-service checks at the 98 stores had overtaken staff checks. 1,800 shoppers had served themselves within the first 10 days.
Woolworths’ IT team built a shared-service software platform to check availability of products both in stores and at their central fulfilment warehouses. Episys managed both the integration and installation in what the retailer said has been a very cost-conscious implementation.
2,000 stock-checking mobile devices are now being used by staff. Woolworths business systems manager Paul Seaton said: “Our colleagues find the mobile solution very easy to use and have been surprised at how many customers have approached them to ask about Big Red Book availability and how easy it is to answer.”
The self-service stock checkers have large LCD screens to display an extended product description, as well as store and availability details.
Woolworths head of multi-channel retail Andy Hicks said: “The stock checker provides us with an analysis of what customers are looking for and will help improve future Big Red Books and target our offer online. This helps forecast demand and tune the range.”
Episys previously worked with Woolworths on a mobile shelf-edge labelling project in 2006, which the retailer’s staff voted the most successful in-store development of the year.
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