A more focused and streamlined shopping experience

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Cora, a subsidiary of the Louis Delhaize Group, operates supermarkets across Europe, employing more than 22,000 staff. To stay ahead of growing competition in the retail marketplace and to enhance their customer service, Cora needed to respond to customer demand for a faster shopping experience.

Many of Cora’s most loyal customers visit the stores during peak hours, such as lunchtimes or early evenings, when they may only be making a handful of purchases. They expect to locate their items quickly and pay for them – without waiting in long queues.

To deliver a retail experience that matched their customers’ requirements, Cora rolled out U-Scan self-service checkouts. As a result, queues are much shorter and customers can now manage their own retail experience. They scan items at their own pace, ensuring they are paying the right price for each product and any discounts are applied correctly. If they do have any queries, an assistant is on hand to help.

Business results

• Customer satisfaction – Using the self-service checkouts mean shoppers are spending 30% less time waiting in queues.
• Empowered customers – shoppers can shape their own experience and choose how they want to pay.
• Greater staff productivity – with as many as 40% of customers using the self-service terminals, employees are freed up to concentrate on improving customer service elsewhere in the store.

For more information, read the Cora case study.