Asda enhances team communication
Supermarket giant ASDA has overhauled communication between staff members with new headset and communication technology
As part of broader plans for a tech overhaul in a number of its stores, Asda approached VoCoVo with the desire to generate efficiencies at scale that would enhance colleagues ‘way of walking’ to impact multiple operational functions at once, while also empowering customers to decide on potential purchases across vast product ranges and floor spaces.
Asda broke its requirements down into four key goals which were streamlining query-handling; creating faster, friction-free customer service processes; improving interdepartmental workflows and decreasing missed calls. VoCoVo subsequently installed headsets in order to connect staff across the entire shop floor and allow them to save time and redistribute their efforts in delivering quality customer service.
Keypads were also installed at checkout to allow staff on the tills the power to connect and request assistance from colleagues, whether it be a price check or direct call to the manager - preventing any delays in the check out lanes.
VoCoVo completed a ‘Proof of Concept’ trail in three of Asda’s UK stores, then extended this to 20.
It has now rolled out the full system to all 375 stores in the UK and headsets have replaced the current telephones, carried by Service Hosts, to improve communication at the front end and support the recently introduced ‘way of walking’ for Service Hosts.
Stuart Edwards, senior manager, central retail operations for Asda, said: “Asda’s key focus and primary driver when deciding on a team communication solution was how the system could assist our colleagues in being completely customer fixated. Being a customer service driven retail store, we decided to incorporate various communication devices to improve the overall instore experience.”