SUCCESS STORY CARREFOUR BELGIUM

SUMMARY

Leading Supermarket Increases

Customer Loyalty With In-Store Scanning Carrefour Belgium ABOUT CARREFOUR BELGIUM

Carrefour Belgium is part of the Carrefour Partner Group, the second largest distribution group Challenge Re-Vision B.V. worldwide with more than 9,500 stores Carrefour Belgium is committed to continuously Industry operating in 32 countries and over 400,000 improving the customer experience. As part of Retail employees. this drive it identified the opportunity to introduce Challenge self-scanning of products for customers. As Mr Carrefour Belgium wanted Carrefour Belgium has around 660 shops to introduce self-scanning Simons explains: “Our main goal was to make for customers in three different formats: Carrefour the shopping trip quick and enjoyable, from the Hypermarkets, Carrefour GB/ Market Solution moment our customer enters the store until the • Zebra MC17T Retail supermarkets and the Carrefour Express- check-out.” Mobile Computers shops. Carrefour Belgium employs around • My-Scan from Re-Vision 11,500 people. Other objectives for the project included offering Results customers personalised greetings on the scanner • Increased customer loyalty and attracting new (based on a scan of their loyalty card). Carrefour shoppers also recognized that self-scanning could generate • Faster and easier checkout efficiencies throughout the store, enabling staff to • More opportunities for focus more time on helping customers enjoy the cross-selling and up- selling shopping experience. • Improved staff efficiency and productivity SUCCESS STORY CARREFOUR BELGIUM

have selected before placing them into their trolley. Having fnished shopping, the customer “As part of our proceeds to the dedicated self-service or drive to continually traditional checkout. enhance the customer Carrefour developed a special marketing experience we programme to ensure customers were aware of set out to deploy the benefts of self-scanning. self-scanning technology in Results our stores. After extensive market Customers can enjoy a more enjoyable, faster Solution research and an shopping experience, scanning and packing in-depth selection Following extensive market research and a as they shop, no longer needing to unload and process, we thorough selection process, Carrefour Belgium re-load their groceries at the checkout and also chose the Zebra selected the My-Scan software solution from having the option of using a self-scan checkout. MC17T retail Re-Vision running on Zebra Technologies’ Checkout queues have reduced. mobile computer MC17T retail mobile computers. The handheld scanner also helps customers to powered by the The My-Scan system is fully integrated with manage their budget by displaying a running My-Scan solution Carrefour’s Point of Service (POS) system to total of all items scanned. The clear and simple from Re-Vision ensure seamless day-to-day operation. display shows a list of all items and customers to support the My-Scan is developed, and continually can scroll up and down to check their purchases. roll-out. This updated by Re-Vision to support a very high best-of-breed volume of transactions, and deliver rich At a business level, Carrefour’s staff have more combination functionality to meet the complex needs of time to focus on serving customers around the has provided us large enterprise organisations. The software store, helping them during their shopping trip with the required provides a centralised control dashboard for and through the checkout process. Loyalty is functionality Carrefour Belgium. This means that the feet of rising as existing customers return to the stores and integration devices and information presented on them can more often. And sales are rising too because flexibility.” be easily monitored and remotely controlled customers are moving from retailers that do not Walter Simons, from headquarters. offer self-scanning. Director Business From the customer’s perspective, the system During the next phase of the project Solutions IT- works as follows. They pick up a handheld CarrefourBelgium is planning to implement Stores, Carrefour Zebra retail mobile computer from a wall promotions that will be communicated to the Belgium bracket when they come into the store. Those customer directly on the scanner screen. Also, with a loyalty card can scan this with the self-scanning will be used as a platform for computer to receive a personalised greeting developing future in-store innovations. on- screen such as “Welcome Mr.Smith.” Customers scan barcodes on products they

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