Toshiba Global Commerce Solutions
Toshiba is the global market share leader in retail store technology. As retail’s first choice for integrated in-store solutions, our innovative commerce technology enhances customer engagement, transforms in-store experience, and accelerates digital transformation. Together, with a global team of dedicated business partners, we advance the future of retail.
Retail Business Services, an Ahold Delhaize USA company, is a leader in the supermarket industry and well known for its eye toward innovation, passion for great food and dedication to delivering value to its customers. Retail Business Services had a goal from its local brand partners - to increase throughput, front-end lane utilization and improve the customer’s experience. Based on long-term relationships and proven capabilities, Retail Business Services turned to Toshiba Global Commerce Solutions and Getronics, plus other key partners to achieve their goals and vision for its stores. The result: a unique convertible lane that transforms checkout.
All lanes open, all the time.
Retail Business Services came to its partners with a clear vision: all lanes open, all the time.
With convertible dual-use checkout lanes, Retail Business Services was able to provide a technology solution to its brand partners to make the most of the square footage in stores by replacing attended lanes that were only used some of the time, with lanes that could be used 100% of the time for either self-service or cashier-led experiences. Through this solution, the stores can reduce lines during checkout and give customers the ability to choose the way they experience checkout; whether they want the personal touch of a cashier-attended lane, or the convenience and privacy of a self-checkout lane – all while preserving the speed and full function of their existing attended lanes.
“Our partnership together goes back many years, but this project exemplifies our relationship as trusted partners and leaders in the industry. Our commitment was not only to project success, but also positive impact on store operations and bottom line results,” said Bill Campbell, VP, Head of Americas at Toshiba.
Toshiba Global Commerce Solutions is empowering better customer experiences at CVS Pharmacy, the retail division of CVS Health, while optimizing in-store performance for the leading pharmacy retailer. The global market share leader in retail store technology will expand self-service options to enhance the level of service and choice for shoppers through its self-checkout solutions and global services capabilities.
“Every day, across the country, we are focused on creating meaningful experiences for our customers in-store by offering them convenience, simplicity and choice,” said Ray Auger, Senior Vice President, Retail Systems, CVS Health. “Through our investment in self-checkout solutions we are able offer both the speed and convenience expected at checkout, while also freeing our experienced store associates to help customers with their needs as they shop in our stores. Combined with Toshiba’s dedication to retail, and services expertise in store operations, they are one of our most strategic partners to help us as we evolve to meet the changing needs of our stores, and customers.”
Deploying the Toshiba Self-Checkout System 7 solution, Toshiba expects to improve operational throughput and reduce shopper interventions, with the ultimate goal of improving the customer’s overall store experience. For shoppers, they will experience a smooth end-to-end flow based on an intuitive software user interface and improved lighting that guides shoppers by drawing attention to the next point of interaction with the system. For associates, the all-new Mobile Operations Manager application will be deployed to enable them to clear interventions, perform overrides, and scan items directly from their mobile device.
The Toshiba Managed Services team will complete staging, deployment logistics and on-site installation for the System 7 systems, including Datalogic scanner-scales, across all CVS Pharmacy locations and will be on-site to ensure high availability from day one. Toshiba’s Professional Services team continues supporting front-end Point-of-Sale to ensure optimal performance across store systems, while working to rapidly develop and deploy updates to bring improved capabilities across their store environments.
“The pharmacy and healthcare environment is highly competitive today, with a critical need to ensure high levels of responsiveness, a superior customer experience, and a high degree of privacy for its consumers,” said Bill Campbell, Senior Vice President and Head of Global Sales, Toshiba Global Commerce Solutions. “We are proud of our on-going work with CVS Pharmacy to deliver on their commitment to improving the daily lives of their customers, and excited about the possibilities leveraging our best-in-class, self-service solutions and services to improve front-end checkout operations.”
Toshiba builds and orchestrates self-checkout as a seamless extension of the front-end point-of-sale, simplifying how CVS Pharmacy manages underlying business logic, certifies capabilities such as payment devices and self-maintains systems to optimize personnel.
CVS Pharmacy has already begun to install new Toshiba Self-Checkout System 7 modular solutions – both cash and cashless – across their stores in late 2019 and will accelerate their adoption through 2020.
Amidst the supermarket battlefield, Romeo’s Retail Group, a South Australian and New South Wales Retailer, has “survived and thrived” since opening its first convenience store three decades ago by paying close attention to the needs of its customers. At the heart of their success is the Romeo family’s passion for excelling and evolving to be the benchmark amongst independent supermarkets. Their latest move is to install 10 self checkout lanes to provide a short queue and frictionless checkout at the Group’s new metro store.
The family’s newest location is in Sydney’s bustling MLC Centre. Romeo’s IGA Martin Place caters to a growing population of office workers and city dwellers who demand premium goods. The large metro store surrounded by high rise offices is located inside a very busy shopping center that has a major train station built into. It was a necessity for this location to incorporate a reliable, high-performance front of store operation to swiftly handle a high volume of small basket transactions, while maintaining a very short queue at checkout for office workers who pick up ‘grab and go’ food such as sandwiches, salads and sushi, pre-prepared meals, produce, bakery items and other packaged goods.
"We’ve had an incredibly positive experience with our selection of Toshiba System 6 Self Checkout and the SmartRetail POS management software provided by WorldSmart. The self checkout lanes have not only allowed us to manage an extremely large volume of basket transactions, but our average time in queue is an amazingly brief 20 – 30 seconds at the self checkout area. On day one, our customers embraced the new technology, allowing us greater staff efficiency to assist customers in valuable in-aisle areas of the store.” - Joseph Romeo, Director, Romeo’s Retail Group
Building on its strong high street heritage, Greggs has been on a journey in recent years to remodel its shops and reposition them where busy customers need fresh, tasty food on the go. But it’s been much more than a makeover. Behind the scenes, there’s also been a major effort to bring systems and processes up to date to cope with new ways of paying and to meet new PCI compliance requirements. After a rigorous tender process, Greggs brought Toshiba in to manage the solution rollout, in-life maintenance and support. The Toshiba engineers quickly established themselves as part of the Greggs team – going above and beyond the call of duty to make sure everything was up and running in place, and on time.
We’d given ourselves a very challenging rollout schedule and it went like clockwork. The experience and knowledge of the Toshiba engineers was immediately apparent and they worked seamlessly as part of our team in a genuine partnership. The Toshiba team were quick and agile with minimum impact in-store, allowing for a smooth transition to our new payment systems.
Asheville’s ABC Liquor Board’s mission is all about their customer — they know exactly what they’re looking for, and want to get in and out with their spirits in a smooth, efficient manner. Managing nearly $25 million in sales revenue each year, the Asheville ABC Liquor Board had been struggling with outdated POS hardware and software, and was unable to ensure their customers’ payment information would never be compromised. Knowing the time had come to upgrade their aging POS systems, and in the wake of credit card breaches in other systems in the State, Asheville ABC began the search for a solution that would boost the security of their POS transactions as well as further improve the overall customer experience.
During a visit to the National trade show (NABCA), specifically organized for ABC Boards, Asheville met with Toshiba’s business partner Systems Technology Group, Inc. (STG). This meeting led to an extensive evaluation of STG’s solution, and other competing solutions, by Asheville’s team and a professional consulting group. STG met the functional and technical requirements of the project and quickly won the confidence, trust and the opportunity to assist Asheville ABC in implementing the STG solution. Working with STG, the Asheville ABC Board of 10 locations in North Carolina quickly and methodically implemented the industry leading Toshiba Global Commerce Solutions SurePOS hardware running STG’s POS software, immediately increasing electronic payment security, speed and reliability. A key requirement challenge was to implement advanced security features of point to point encryption and tokenization that would guarantee that no customer credit or debit card information was ever stored or transmitted in the system, and therefore, would never be compromised. Asheville also had to have a smooth transition to the new systems, a key to customer and employee satisfaction. STG helped develop a comprehensive project plan to implement the new hardware and software solution and provide training to all staff. And with nearly a dozen locations, Asheville was pleased that the new system was implemented overnight, providing a smooth, event-free cutover.
“We chose Toshiba hardware to upgrade the Asheville ABC Stores because of its reputation in the POS industry, durability, and advanced features that it provides for both merchant and customer,” said Mark Combs, Asheville ABC Stores General Manager. “Asheville ABC Stores needed an easy to use, reliable and easy to maintain solution with cutting edge capabilities that together with STG’s POS software, protects customer credit and debit payment information and allows for the continued customer service that is ever present with Asheville’s ABC Stores.”
Toshiba’s SurePOS 500 point of sale provides a positive experience for store personnel, with advanced touch capabilities, large customer display and integrated payment terminals. This solution simplifies the checkout process and enhances the customer’s experience. Fast and accurate transactions, performed by informed employees, ensures customer satisfaction and their loyalty.
“We did our homework as we are very serious not only with how our store operations works, but with our customers’ experience in the store in regards to a swift, accurate and secure checkout process,” said Mark Combs, General Manager, Asheville ABC Stores. “We were really impressed with the winning combination of Toshiba’s hardware and STG’s POS software—from the minute our customers swipe their cards, the credit and debit card data is immediately encrypted and tokenized; there’s no credit or debit card data transmitted or stored in our system. We’re very confident that we have one of the most robust hardware, software and electronic payment processes in place anywhere.”
A winning combination, STG’s nearly twenty years of expertise in electronic payment security and industry-trusted POS solutions, have tightened security measures for the Asheville ABC Stores. Now the Asheville ABC Stores and their loyal customers can quickly and securely checkout and be assured they have the best protection against any potential credit or debit card breaches.
Established in the 1940’s, Coast Guard House Restaurant is revered as a “must visit” dining destination for its locally harvested seafood and historic heritage. The original building, constructed in the late 1800’s as the United States Life Saving Service, now known as the US Coast Guard, has a rich history built on strength. Having served customers for 75 years, the Coast Guard House Restaurant has withstood not just the challenges of the fiercely competitive restaurant sector, but also grueling coastal storms.
After being closed for nearly two years due to Hurricane Sandy, this destination restaurant, situated on the stunning historic Narragansett Bay in Rhode Island, is open once again to serve the coastal community. It’s complete with a refreshed menu, revamped lounge and dining room and a renewed commitment to provide an unforgettable dining experience to locals and coastal visitors.
The Focus Stays on the Customer
The total restoration of Coast Guard House Restaurant created an opportunity for management to modernize the historic restaurant. This included a new centrally located bar, a renovated canopy deck and an upper outside deck situated atop ocean waves for capturing the ocean’s most unforgettable views. A pleasant dining experience, however, doesn’t just mean unforgettable views ---- having a superior customer focus is key to achieve repeat business. Coast Guard House prided itself on its regular local patrons, in addition to seasonal visitors, so with efforts towards renovating the restaurant’s exteriors and its interior management, they turned to POSitouch, a business partner of Toshiba Global Commerce Solutions, to lend their expertise in Point of Sale (POS) software and Toshiba hardware.
The Need for Flexible Systems
Given the salt air waterfront location and open dining areas, Coast Guard House installed 16 retail-hardened Toshiba SurePOS 500 terminals, along with displays and printers, which would run POSitouch’s POS software, operating efficiently under the elements. The SurePOS 500’s easy-to-use advanced touch screen technology, offering tilt, touch, and non-glare capabilities, combined with POSitouch’s Windows-based open architecture software, give Coast Guard House the flexibility of customizing the POS technology to each specific space. Outdoor deck SurePOS terminals were also fit with special cases to withstand the salt and mist. The paperless kitchen set-up utilizes touch screen wall-mount systems to accom-modate a limited space, providing real-time access to all orders, including last minute item changes and personalized customer requests. The POSitouch software also allows sharing of wall-mounted printers across the dining area terminals, for further space-savings.