A leading Scottish convenience retailer is driving a new in-store digital transformation programme to modernise and improve its existing kiosk infrastructure.
Following a multi-million-pound investment, Scotmid is introducing hardware and software enhancements, including new tills, printers, scanners for faster and more efficient transactions, new customer screens, and assisted checkouts.
Since the introduction of self-scan tills, perspectives have evolved. Initially seen as a supplementary option for customers, self-scan tills have, over time, become an integral part of the shopping experience due to improvements in technology and customer familiarity. Today’s customers expect quicker transactions and seeks more choice on how to shop at the checkout.
The introduction of new assisted checkouts is part of Scotmid’s broader strategy to respond to customer preference, providing greater convenience and flexibility . These checkouts will reduce wait times, increase transaction efficiency, and streamline the checkout process. Additionally, the new kiosk infrastructure will help optimise store layouts, improving overall store flow and enhancing the customer experience.
The work, which will be rolled out across Scotmid’s Food and Semichem stores, is being delivered by Pan Oston/4POS, a leading provider of retail technology. With more than 50 years of industry experience, they are renowned for implementing efficient, cost-saving workflows through the delivery of reliable, easy-to-use, high-performing products with long lifespans. Their approach uses Swiss-Dutch design and engineering and is tailored to each retailer’s specific needs, with the customer journey at the forefront.
Scotmid is investing over £3.5 million in this project to deliver modernised checkout solutions, with all stores receiving new tills and some also receiving assisted checkouts. Tills will be tailored to meet the unique demands of each store location, while ensuring that a strong service offering remains for customers who prefer manual checkouts.
Scotmid is proactively managing any potential risks associated with assisted checkouts. Measures include operator oversight, such as additional screens to monitor transactions, and the strategic placement of assisted checkouts near manual tills to help reduce opportunities for theft. In addition, staff will be trained to identify unusual purchasing patterns and assist customers at the assisted checkouts, ensuring a safe and secure environment. The retailer is also trialling new technology that monitors scanning and alerts colleagues to any unusual transactions. Regular audits and technological updates will further help minimise theft across stores
Margaret Anne Clark, Chief Operating Officer (Services) at Scotmid, said: “Digital transformation continues to play a pivotal role in the evolution of the retail industry. We’re excited to be launching this major programme of enhancements for the benefit of our store colleagues and customers, to create a seamless, efficient, and modern shopping experience.”
Ralf Hovenga, CEO at Pan Oston Holding, said: “We are delighted to add Scotmid to our portfolio of businesses adopting this technology into their stores. From experience, we know it makes a positive impact on the way people shop and provides several efficiencies for staff, giving them more time to focus on customers.”
The programme of works is scheduled for completion in late 2025.
