Scan&Go: that's how easy and individual shopping can be today
With Scan&Go, a leading discounter has created an innovative, digital shopping experience that sets new standards in efficiency and user-friendliness. Open Reply supported the customer throughout the entire process.
#Customer Journey
#Self-Service Checkout
#Food Retail Industry
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The challenge
A seamless shopping experience that is perfectly tailored to each shopper – faster, more convenient, cutting-edge.
The scenario
Hassle-free shopping instead of checkout frustrations
Shopping at the supermarket can quickly become a game of patience: a long queue at the checkout, impatient glances from the customers behind you and frantic repacking of the goods while the next items are already being scanned. Many retailers are therefore increasingly turning to self-service checkouts. However, instead of creating more flexibility, many of these new systems delay the shopping process due to technical problems and standardised approaches that do not meet the individual needs of shoppers.
The strength of our client, a leading international discounter, has always been its ability to precisely identify and fulfil the wishes of its customers.
Together with the experts from Open Reply, it has now developed a solution that is individually tailored to each and every shopper and redefines the retail experience of the future.
The solution
Scan&Go: the fastest and most customised way through the supermarket
Record all products directly with the discounter’s app via your mobile phone, use a portable scanner provided in the store, or check out at the end at a smart and intuitive self-service terminal – with the new concept, every customer has the freedom to choose. This is how a journey is created that is as individual as each customer.
The experts have considered every detail to not only promote flexibility, but also to take convenience to a new level. Customers benefit from additional transparency through a real-time overview of the total cost of the items already scanned and additional information about the products. Afterwards, they can conveniently complete the payment process via the app or at the intuitive self-service terminals – tailored entirely to their individual needs.
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How we did it
A well-thought-out solution – from concept to implementation
All of this is based on a wide range of seamless and customised customer journeys that Open Reply developed for the discounter. The product designers precisely aligned all touchpoints in the store and in the new app with the needs of the users. Thanks to the holistic approach, all processes are perfectly harmonised. Training concepts for employees round off the implementation – so that all processes run smoothly.
We also actively supported the discounter during the technical implementation. Together with our development team, the innovative Scan&Go feature was successfully integrated into the app. This feature is based on a high-performance backend infrastructure hosted on Azure that seamlessly connects point-of-sale systems, product data and payment providers. This architecture also makes the relevant services available to the self-service terminals, thus ensuring maximum flexibility.
The result
Satisfied customers, international rollout
The pilot phase of Scan&Go in over 20 stores has shown the solution's potential: long queues and the hassle of repacking at the checkout belt are a thing of the past. In addition, the app provides the discounter with valuable insights into customer behaviour – the basis for a personalised customer approach and the shopping experience of tomorrow. Thanks to the project focus on internationalisation and flexibility, the path for a global rollout is already paved. And so the discounter can benefit from numerous advantages worldwide in the future.
More convenience for customers
The comfortable shopping process and the additional information in the app are well received by customers.
Stronger customer loyalty
Location services and personalised offers via the app improve the shopping experience and promote loyalty. This is how marketing and sales are growing ever closer.
Higher sales per customer
The stress-free and transparent shopping experience has led to larger shopping baskets in test markets – a significant sales potential.
Optimised processes
In the test stores, only 50 per cent of the regular checkouts were needed. This means that the employees on site can now concentrate on providing customers with even better support in the store.
Data-based strategies
The concept provides valuable insights into customer behaviour and supports data-driven decisions for the further development of the stores, the product range and the shopping experience.
Open Reply is a Reply Group company specialising in digital transformation, mobile solutions and networked platforms. We offer cross-sector consulting services, conception, creation as well as the development of solutions based on mobile technologies with the aim of sustainably strengthening the market position through a state-of-the-art digital experience.