Supermarket Perimeter - November 2023 - 34

Deli: Grab-and-go
Using self-ordering
technology in foodservice
environments can
increase individual basket
sizes up to 30%. "
Nino Hörttrich, Diebold Nixdorf
integrated into grocery stores
in order to streamline their
processes.
A great example is M&S. With
the implementation of selfservice,
M&S was able to take a
lot of weight off the shoulders
of their employees and provide
a great experience for their
customers.
Are there other US stores
that are also moving in this
direction?
Especially in the US, we see high
demand in the grocery space but
also in the fuel and convenience
segment with attached
foodservice outlets looking
into self-service technologies
to improve the ordering and
fulfillment process in the stores.
How does this kind of
technology help your customers
save on labor costs and increase
efficiency?
Especially in times of labor
shortage in a lot of retail
environments, we see the great
opportunity for retailers to
repurpose their existing labor
force to more value-creating
tasks and not have them stuck
behind the counter to take
orders and process payment.
Again, M&S is a great example
where employees are enabled to
focus 100% on the fulfillment of
34 - NOVEMBER 2023
the order and not get held up by
jumping back and forth to the
POS counter.
How long does it take
employees and consumers
to adapt to using the new
technology and become
comfortable with it? What can
stores do to make the transition
easier for everyone?
Our goal is always to build the
technology in a way that is
almost self-explanatory for both
employees and customers. The
easy reason for that is that when
people have a good experience
and see value in using the
technology, they will do it again.
If it is too complicated or not a
good experience, people will not
utilize the options again.
For retailers, it is very
important to educate the
store staff on the value selfservice
provides also for their
daily business, to make sure
people will feel comfortable
with endorsing processes
to customers. The adoption
and satisfaction rates we see
with current installations are
very good, so we experience
that people are getting very
comfortable with those
technologies and adapt in
no time without extensive
training effort.
In what ways does this
technology connect
e-commerce to in-store
shopping?
The connection of online orders
and in-store fulfillment are
very important for the success
of a solution. At the moment,
we see a lot of retailers finding
the best way of using different
technologies to make the
customer journey as seamless
and pleasant for the consumers
as possible.
A good example is the food
ordering process in-store.
For retailers, same as for
consumers, it is beneficial
if all orders - whether they
come from the counter, a selfordering
device in the store,
or an online or mobile order
- can be handled via the same
platform in the backend, which
creates easier processes and a
flawless consumer journey.
In what ways does this
technology increase sales or
customer loyalty?
Using self-ordering technology
in foodservice environments can
increase individual basket sizes
up to 30%. Also, the seamless
integration of loyalty programs
provides a boost since a terminal
never forgets to upsell and never
forgets to ask for the loyalty
card either.
supermarketperimeter.com
Diebold Nixdorf
http://www.supermarketperimeter.com
Supermarket Perimeter - November 2023

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