James Hall & Co. Ltd are an award-winning Lancashire based family business founded in 1863. James Hall & Co operate as the primary wholesaler to SPAR retailers throughout the North of England. Quail Digital headsets have so far been introduced into 158 SPAR stores.
Challenges
- Customer Service
- Staff Safety
- Shoplifting
- Communication
Benefits
- Store Efficiency
- Staff Communications
- Improved Staff Safety
- Reduction in shoplifting
- Quail Digital Support
Challenges
Staff safety, customer service, shoplifting and communication efficiencies have been a challenge. There was difficulty communicating with staff when they were required to leave the shop floor to carry out varying tasks e.g. stock replenishments. This impacted customer service.
Staff safety is paramount to James Hall. UK convenience stores are frequently targeted for shoplifting, impacting staff safety. James Hall Highlighted the need to put measures in place to help combat this.
Benefits
A survey was sent out to SPAR stores after the headsets had been introduced and highlighted the benefits below.
Store Efficiency/Communication
Stores strongly agreed that the headsets have improved communication and store efficiencies. E.g. stock filling, quick reaction to health & safety issues and locating staff around the store have improved greatly.
Reduction in Shoplifting
Stores agree that they have noticed a decrease in shoplifting, mentioning that the headsets work well alongside an app which was introduced to alert staff when a repeat shoplifter enters the store. The staff notify the team through the headset which enables them to keep an eye out and hover in the area to deter shoplifters from acting.
Staff Safety
Staff highlighted that they felt safer while wearing the headsets as they were able to alert other members quickly when needed.
