The journey towards creating a seamless and efficient shopping experience
In the world of grocery stores, efficiency is paramount, and Coop, one of Denmark’s leading supermarket chains, understands this well. For Coop, efficiency means ensuring a fast and smooth shopping experience from entry to checkout.
The challenge
While some prefer to leisurely explore the aisles, many view grocery shopping as just another task on their to-do list. Responding to customer feedback for a quicker checkout solution, Coop partnered with Nexi to develop a solution that meets this demand. This collaboration highlights Coop's commitment to enhancing the shopping experience, making it easier and more pleasant for everyone.
“There is a very large demand among our customers for self-service solutions. The shopping experience should be easy and effective, which self-service checkout solutions help with. There is a need to make our store processes more effective; in that way, we can always serve our customers with the best possible customer encounter” Anders Wiekhorst (Head of operational excellence).
About Coop DenmarkFor over a century, Coop Denmark has been a cornerstone of the Danish grocery market, known for its deep-rooted commitment to community and customer service. With nearly 1,000 stores and over two million loyalty club members, Coop has long been a household name. But even with a legacy of trust and reliability, Coop understands that the retail landscape is ever-changing, and staying ahead means continuously evolving to meet customer needs.
The solution
To rapidly meet the increasing demand for an efficient checkout process, Coop and Nexi adopted an innovative approach by utilising SoftPOS technology to develop Coop’s self-service checkout solution. As Nexi SoftPOS has the capability to turn a tablet or mobile into a payment terminal, it was harnessed to transform simple tablets into a complete and powerful, user-friendly self-service solution.
The result is an optimised and efficient checkout system that could be developed with minimal additional hardware. When you see this sleek tablet in-store, it’s almost hard to believe it can handle hundreds of transactions daily.
“As with any new initiative, there are naturally some customers who are a bit sceptical. However, there is a market trend in the entire retail industry towards more self-service. Most customers are very accustomed to these types of solutions, and the vast majority of feedback we have received from both customers and colleagues has been positive,” states Anders Wiekhorst.
The results
The implementation of this solution is already showing impressive results: in some stores, up to 60% of transactions are now processed through self-service checkouts, significantly reducing waiting times and allowing customers to shop at their own pace. For Coop, this is not just about keeping up with trends; it’s about listening to customers and providing them with the tools they need to have a positive shopping experience. Coop’s staff have also benefited from this change. With the checkout process simplified, employees can now dedicate more time to assisting customers in other areas of the store, offering personalised service that further enhances the overall seamless and convenient shopping journey.
As Coop continues to roll out this solution across its stores, it’s clear that its focus on innovation and customer satisfaction is helping to set new standards in Danish retail. By partnering with Nexi, Coop is not only meeting customer expectations but exceeding them, ensuring that their stores remain a preferred destination for shoppers across the country.
“We exist for our customers, and we strive to provide them with the best possible experience when they visit our stores. We expect that self-service will become the primary payment option in our supermarkets" Anders Wiekhorst further adds.
