32
WORKFORCEMANAGEMENT
ARGOS PUTS VOICE INTO STORES
A
rgos has become the fi rst retailer in items can be shelved anywhere and retrieved
the UK or mainland Europe to use without the need for delivery assistants to
voice in-store as a way to speed up have detailed stock-room knowledge.
the putaway process and operate a more The in-store voice solution being rolled
fl exible, customer demand-driven stock out to delivery assistants comprises the
room. Zetes’ 3iV application software, supporting
“Previously stores needed to put away management tools, and Vocollect’s T5 Talkman
products within each cage and then release computers, VoiceClient and VoiceConsole
the products for sale. Now individual items software. The solution was also able to offer
are released for sale as soon as they are the benefi ts of integrating with both Argos’
putaway – on shelf literally means on sale,” existing in-store system and its business
said Alan Jeffries, head of store operations at Depending on their size, Argos stores intelligence repository, coupled with full onsite
Argos. can receive up to two daily deliveries. The hardware and software maintenance.
Argos worked with Zetes on a proof-of- company is using voice technology to notify “We selected Zetes for this project
concept pilot to validate the business case delivery assistants of where to store each because we wanted a supplier who had a
for the initiative in 25 of its stores, which product in the back-of-store warehouse. This proven track record with voice technology
took place during the peak trading period of process has improved the retailer’s putaway and whose software application give us the
2008. Following this, Zetes was awarded the process effi ciency by up to 24%. fl exibility of an open approach, which did not
fi rst phase of the integration contract and Voice technology has also enabled Argos commit us to a specifi c hardware vendor,”
was subsequently successful in achieving the to introduce line positioning in the stock added Nick Skilbeck, programme manager
project objectives within half the original time room, allowing fl exibility over the layout with at Argos. “In Zetes we believe we have a
forecast – a rate of 15 stores going live each fastest-selling products stored closest to the supplier able to future-proof our investments
week. As a result, Zetes has been appointed customer collection points. The technology and provide ongoing access to all the latest
to lead a company wide roll-out to the entire also means smaller stores have the ability to application and technology developments in
Argos 740-store estate. stock a greater variety of products, because the wireless and supply chain arenas.”
CO-OP WIRELESS STAFF
SYSTEMS PAY OFF ONE YEAR ON
In early 2008, The Co-operative ran a operative retail stores project offi cer. “78% of stores to analyse keypad usage. Analysis of the
pilot scheme in ten of its food stores, to staff feel security has been improved, which fi rst year’s operation has identifi ed signifi cant
evaluate the Quail Digital wireless headset of course gives them peace of mind too and time savings; the biggest use of the system
communications system for ‘front of house’ 85% cited improved customer service as the being supervisor authorisations from the till.
staff. main benefi t.” Age-related sales queries represented 25% of
The system comprised lightweight The Quail Digital system has integrated usage, supervisor authority 36% and customer
headsets for supervisors and 12-button data capture technology, which allows the queries accounted for 25%. Additional uses
multiple keypads for checkout staff and the include queries around home delivery, basket
trial formed part of an initiative intended and trolleys, change, faulty equipment and
to improve the look of its larger stores, in queue assistance.
addition to providing enhanced customer Quail Digital uses DECT technology on the
service. 1.88 and 1.92 GHz band. “We fi nd the DECT
In September 2008, as a result of the technology works very well and provides
successful trial, the Quail Digital system was good coverage,” continued Hardman. “Having
rolled out in 121 of The Co-operative’s major instant access to and between supervisors is a
stores across the UK. Stores were selected by real bonus too.”
number of checkouts, annual sales and physical Hardman added: “From our point of view
size. The installation was fully completed by the installation and ongoing performance of
December of the same year. the Quail Digital system has worked very well.
“We selected those stores where we felt There was a one visit installation including
the Quail Digital system would provide the all the training, minimising downtime and
biggest benefi t and the results have been disruption in the store and we’ve had good
impressive,” said John Hardman, The Co- after sales support.”
RETAIL TECHNOLOGY JANUARY/FEBRUARY 2010
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