Avolta Clienteling

Enhancing Airport Retail with Avolta's Mobile POS and Clienteling

Background

In the dynamic landscape of airport retail, Avolta emerged from the merger of Dufry and Autogrill, aiming to redefine the shopping experience for travelers. Deploying the Phygrid Clienteling with Mobile POS in collaboration with payment solutions provider Planet, Avolta sought to address the unique challenges of airport retail environments.

Challenge

Avolta faced the dual challenge of elevating customer service in a setting where shoppers are often pressed for time and sales associates might not be experts in every product category. Furthermore, the risk of cart abandonment increased in situations where travelers perceived long checkout lines, potentially leading to lost sales opportunities.

Solution

To tackle these challenges, Avolta and Planet implemented a Mobile POS system across Dufry airport stores, integrating clienteling features and product scanning capabilities that empower store employees to deliver expert service, regardless of their primary area of expertise.

Key Enhancements:

• Product Scanning for Key Selling Points: The Mobile POS system was equipped with a feature allowing sales associates to scan any product to instantly access key selling points, product details, and availability. This functionality was particularly beneficial for employees covering departments outside their usual expertise, ensuring they could still provide knowledgeable service to customers.
• Queue Busting Capability: Recognizing the importance of time for airport shoppers, the Mobile POS system enabled employees to finalize transactions anywhere in the store. This flexibility allowed staff to effectively 'bust queues' by completing purchases on the shop floor, dramatically reducing the incidence of cart abandonment by travelers in a hurry.
• Comprehensive Clienteling: Alongside these new features, the system continued to offer advanced clienteling options, including access to customer profiles, purchase history, and personalized recommendations, further enhancing the shopping experience.
• Versatile Payment Integration: In partnership with Planet, the solution supported a wide array of payment methods, accommodating the diverse needs of international travelers and streamlining the checkout process.

Outcomes

The introduction of Avolta's enhanced Mobile POS system yielded significant benefits for Dufry airport stores:

• Improved Customer Service: Sales associates could provide high-quality service across all product categories, boosting customer confidence and satisfaction.
• Reduced Cart Abandonment: The ability to complete transactions on the shop floor effectively addressed the issue of cart abandonment due to perceived long wait times, securing sales that might have otherwise been lost.
• Increased Sales Efficiency: The streamlined payment process and queue busting capabilities led to quicker transactions, allowing Avolta to serve more customers, especially during peak travel times.
• Enhanced Employee Satisfaction: Employees appreciated the support and flexibility offered by the Mobile POS system, leading to better morale and a more motivated sales team.

Conclusion

Avolta's strategic deployment of a Mobile POS system with integrated product scanning and queue busting capabilities, in collaboration with Planet, has set a new standard in airport retail. By empowering employees to provide expert service across all product categories and minimizing barriers to purchase, Avolta has not only enhanced the traveler shopping experience but also achieved operational excellence, reinforcing its position as a leader in the travel retail sector.