Interview • 12.02.2020

Effective and Independent

Present and future of self-checkout

Better use of personnel, lowering overhead costs while still providing customers with a smooth and seamless shopping experience – that’s what every retailer strives to accomplish. For Thomas Dibbern, CEO of ALMEX GmbH, there is an obvious solution to make this a reality and it is called “self-checkout”. We sat down with him and talked about customer expectations and discussed the promise of technology and the future of retail.

Mr. Dibbern, what are the current trends and developments for checkout solutions?

Thomas Dibbern: Not much has changed in brick-and-mortar retail since the first barcode scanner was introduced at checkouts several decades ago. Retailers only added new payment methods and readers for customer loyalty programs along the way. Having said that, we now expect to see drastic changes in the next few years thanks to new digital technologies and an increasing importance of customer self-service.

Self-Checkout payment system
Self-Checkout payment system
Source: FORMAT-Tresorbau Gmbh & Co. KG

Why do you think self-checkouts are becoming a popular choice?

Various factors play a role in this setting: On the one hand, retailers continue to face rising cost pressures, which forces them to look for strategic steps to cost reduction and savings. On the other hand, a good portion of the population wants greater efficiency and ”independence”. The desire to speed up the checkout process and take an active approach rather than dealing with waiting in long lines at the checkout is –among other things - also driven by the consumer’s online shopping experience.

Demographic changes are likewise impacting the popularity of self-checkout stations. The limited number of team members must be used in the most effective way and that means engaging more extensively in customer service versus the checkout area. In the case of the latter, associates only get in touch with customers at a point where they have already made their purchase decision.

However, it’s ultimately the new digital technologies that promise to increase consumer acceptance of self-checkout solutions: For example, once produce is automatically recorded via visual object recognition or packaged goods no longer have to be scanned using the EAN code, self-checkout becomes an opportunity to enhance the customer experience.

How does Germany compare to other countries? Who are the pioneers of this technology?

Over the past years, self-checkout solutions tended to stay on the sidelines in Germany. Meanwhile, they are far more common in England, Switzerland or in the Scandinavian countries. One of the reasons for this is that the increased application of cashless payment methods in said countries makes the use of self-checkouts less complex and subsequently less expensive compared to Germany where cash still tends to be the lifeblood of brick-and-mortar retail.

What solutions does Almex offer in this area?

In the past 18 months, we have developed a number of solutions that support a variety of different retail usage scenarios. One of our solutions is a large-scale self-checkout terminal that is optimized for use in full-line grocery stores. After all, bigger purchases simply require more space, allowing consumers to place the merchandise on the weight scale platform.

We also developed self-checkout units with a smaller footprint, making it possible to replace a traditional cashier-staffed checkout with four self-checkout terminals. What’s more, we also offer a so-called hybrid self-checkout system: at peak times, the terminal can either be used as a fully assisted cashier lane or it can be converted to a self-service cash register in a few simple, easy steps.

Man with red hair
Thomas Dibbern
Source: Thomas Dibbern

Where do you see areas of improvement when it comes to checkout systems from a customer’s perspective?

I prefer and expect a high level of efficiency and independence as a consumer. These expectations are primarily met in today’s online shopping settings. Having said that, I am also an avowed supporter of brick-and-mortar businesses: I genuinely value the customer-service and being able to try and touch items. I treasure the physical shopping experience. If we can tackle the drawbacks of brick-and-mortar retailing – including too much time spent being “inactive" at the checkout, which often prompts customers to put their purchases back on the shelf -, we would have made a big step towards improving the retail checkout landscape in the brick-and-mortar sector.

Care to give us a sneak preview? Which products will you showcase at EuroShop 2020? 

Our trade fair appearance focuses on the motto "Security and Efficiency for your Digital Future". We will present a variety of modular self-checkout systems. They are available as both a cashless version and in combination with cash recycling solutions. The ergonomically well-thought-out design of our terminals is a unique selling point. Our systems meet the ADA requirements for accessibility in the U.S. market for example.

We will also showcase our solutions for object and age detection at the self-service checkout. One of our goals is to drastically decrease intervention at the self-checkout that requires an action by a staff member. We achieve this goal by partially automating the age verification process pertaining to the purchase of alcohol and tobacco products.

At EuroShop, we will also highlight state-of-the-art solutions for software-based system integration, as well as present our full touch Android MDE devices, which will play an important role in the future of in-store retail customer service.

Looking ahead to the future: What will shopping look like in 20 years?

Brick-and-mortar stores and e-commerce will sustainably coexist in the future. Retailers will comprehensively use digital technologies to improve the in-store experience at their brick-and-mortar stores. The global rise of cashless payments and advances in image processing will make self-checkout systems more convenient. They will become standard and a familiar sight across the world. This will subsequently make concepts like "no checkout" or "seamless checkout" as promoted by Amazon Go redundant.

Interview: Sonja Koller

related articles:

popular articles:

Thumbnail-Photo: Introducing the Design XS Keypad Wall Reader Series...
23.07.2024   #access control #authentication

Introducing the Design XS Keypad Wall Reader Series

A New Level of Security and Convenience for Access Control

Leading global access solutions provider Salto Systems, part of SALTO WECOSYSTEM, is thrilled ...

Thumbnail-Photo: Cash Management with the apg® Note Acceptor...
06.08.2024   #security #cashpoints

Cash Management with the apg® Note Acceptor

Stand-alone or as addition to the smarttill® Suite

Theft and counterfeit fraud are significant threats to retailers, underscoring the need for secure cash management solutions.For reliable bill validation and secure storage of high-volume bills, the apg® Note Acceptor is an essential tool. It ...

Thumbnail-Photo: How Smart Cash Management Can Enhance Customer Satisfaction and...
13.08.2024   #customer satisfaction #Tech in Retail

How Smart Cash Management Can Enhance Customer Satisfaction and Engagement

Exclusive report from apg Solutions EMEA Ltd. shows possible solutions

More and more retailers are integrating cash payment at self-checkout (SCO). The reason for this is that consumers want to have the choice of how they pay. In times of high inflation, people want to know exactly what they are spending.But ...

Thumbnail-Photo: Fashion retail: mobile discovery, more convenient shopping...
04.07.2024   #online trading #brick and mortar retail

Fashion retail: mobile discovery, more convenient shopping

How Breuninger is breaking boundaries with omnichannel

Breuninger, with twelve stores in Germany and another in Luxembourg, provides a traditional shopping experience ...

Thumbnail-Photo: Time saving made easy
18.07.2024   #brick and mortar retail #software applications

Time saving made easy

Use of technology in retail: focus on increasing efficiency and customer satisfaction

Task management software is one of the retail solutions designed to help shops save time and ...

Thumbnail-Photo: Zebra: Using transparency to combat losses and shrinkage...
24.05.2024   #Tech in Retail #personnel management

Zebra: Using transparency to combat losses and shrinkage

Companies in the retail sector like Lowes Food, Belk’s and Vera Bradley are gearing themselves up for the future with cost optimisation strategies.

Loss prevention is playing an increasingly important role in reducing inventory discrepancies.Inventory is a major challenge for companies in the retail sector: 82% of retailers in Zebra's latest 16th Annual Global Shopper Study say that ...

Thumbnail-Photo: Successful customer loyalty in times of change: how to win with...
31.07.2024   #brick and mortar retail #sustainability

Successful customer loyalty in times of change: how to win with omnichannel

Challenges and trends in a cross-channel strategy

How has customer loyalty changed? Why is a well thought-out omnichannel strategy crucial ...

Thumbnail-Photo: Intelligent shopping assistant: how can it help in the store?...
26.06.2024   #brick and mortar retail #app

Intelligent shopping assistant: how can it help in the store?

Practical examples of use in DIY stores and fashion stores

Product search, navigation, shopping basket management and checkout: intelligent shopping assistants can now be integrated into ...

Thumbnail-Photo: Introducing the Salto Glass XS Reader Series...
10.07.2024   #RFID (radio frequency identification) #access control systems

Introducing the Salto Glass XS Reader Series

Redefining Smart Access Control

Salto proudly unveils the Glass XS Reader Series, an innovative line of products ...

Thumbnail-Photo: Transform Customer Interactions with apg® Customizable Kiosk Floor Stand...
06.08.2024   #customer experience #kiosk applications

Transform Customer Interactions with apg® Customizable Kiosk Floor Stand

The leading provider of point-of-sale cash management and retail solutions, proudly announces the launch of its new Kiosk Floor Stand.

This innovative stand is designed to revolutionize customer service in various business environments through its high adaptability and user-focused design.The apg® Kiosk Floor Stand is unique in its ability to meet the diverse needs of different ...

Supplier

SALTO Systems GmbH
SALTO Systems GmbH
Schwelmer Str. 245
42389 Wuppertal
apg Solutions EMEA Ltd.
apg Solutions EMEA Ltd.
4 The Drove
BN9 0LA Newhaven
Zebra Technologies Germany GmbH
Zebra Technologies Germany GmbH
Ernst-Dietrich-Platz 2
40882 Ratingen