Kowalski's Markets implemented FutureProof Retail's Mobile Checkout solution to address long wait times at cash registers and provide an alternative checkout method for their customers. Explore how Kowalski's Scan & Pay has helped improve their business operations and customer experience.
Retail Segment: Grocery
Use Case: Mobile Shopping
At Kowalski's Markets you'll find delicious and healthy foods, friendly culinary experts, and an inviting shopping atmosphere. The retailer operates 11 supermarkets in the Minneapolis-St. Paul metro area of Minnesota. Kowalski's Markets implemented FutureProof Retail's Mobile Checkout solution to address long wait times at cash registers and provide an alternative checkout method for their customers. This customer story examines how FutureProof Retail's (FPR’s) Mobile Checkout has helped Kowalski's Markets improve their business operations and customer experience.
Kowalski's Markets faced challenges related to long wait times at cash registers and sought a solution that offered an alternative checkout method. The company was looking for an innovative solution that was easy to deploy, did not require major investment and also addressed the need for a touch-free checkout method during the COVID-19 pandemic.
Convenience, price, and benefits to stakeholders and customers were key aspects assessed during the evaluation process.
Kowalski's Markets selected FutureProof Retail’s Mobile Checkout Platform to provide customers with a self-guided, alternative checkout method. This solution is especially beneficial for customers with smaller basket sizes, allowing them to save time and complete their purchases efficiently. By implementing FPR’s solution, Kowalski's Markets can meet their customers' preferences and improve the overall customer experience.
“We see Scan & Pay as an alternative checkout method for our customers and stakeholders who want to zip through checkout. It’s especially nice for customers with smaller baskets. Scan & Pay can save minutes off of every checkout.”
Director of IT & E-Commerce at Kowalski's Markets
The implementation process started in November of 2020, and the rollout in the first store was quick with ample support from FutureProof Retail. The integration process was smooth, with minimal technical lift required. The only larger integration task was for FPR to integrate a legacy pricing/ERP system with its Mobile Checkout solution which was completed in about two months. Kowalski's Markets also requested FPR to customize loss prevention features and to add gift cards as a payment option.
Within three months from launching the solution in the pilot stores, Kowalski’s Markets decided on a rollout at all stores which took place over a few months following the successful completion of the pilot phase.
There is a strong core of customers who use the app every week, and their feedback has been highly positive. The Scan & Pay app has received fantastic ratings and reviews on the AppStore and Google Play!
With customer retention high, acquiring new customers to sign up to increase overall usage remains has been the main focus. Marketing activities helped drive customer adoption, including website, social media, as well as in-store promotions during busy times and when customers were in line with a few items. The best results come from in-person customer engagement. Having a person walk customers through the sign-up process helps greatly.
“Customers who use the app love it!”
Implementing FPR’s Mobile Checkout solution has helped Kowalski's Markets maintain their competitive edge and offer an attractive alternative to traditional checkout for their customers and stakeholders.
“The most important benefit of Scan & Pay is being able to meet the customer where they are at. Scan & Pay is a strong alternative to traditional checkout for customers who prefer self-guided checkout or have a smaller basket size.”