A customer is waiting at the till. Their parcel is stored elsewhere. The colleague who can find it is across the store. What happens next?
For Kash Retail, this is a familiar part of a busy store day. The answer is increasingly simple: one quick conversation through their Quail Connect headset, formerly known as Pro10 headsets. The till colleague can ask a shop-floor team member to find the parcel without leaving the customer, helping keep the collection moving.
Kash Retail operates eight stores across the North, including three key stores developed as Yorkshire food hubs. The business first trialled Quail Connect after meeting with the Quail Digital team at an ACS event and has since expanded its use into three additional stores.
“The headsets have been a great help in speeding up the collection process, as staff on the tills can request a shop-floor colleague to find the parcel.” says Kevin Polley, Operations Manager at Kash Retail.
Challenges
- Verbal communication across the shop floor could be slow, inefficient and appear unprofessional in front of customers
- Colleagues working in stockrooms and back-of-store areas were harder to reach quickly
- Busy parcel collections put additional pressure on the team
- Staff needed a discreet way to alert colleagues to potential security concerns
Benefits
- Faster communication between tills and the shop floor
- Quicker parcel collection and improved customer service
- Faster requests for additional till support
- Discreet communication around security concerns
- Greater staff confidence in being able to contact colleagues quickly
- Successful rollout into three additional stores
Challenges
Keeping Customers Moving
Parcel collection is where Kash Retail has seen the clearest day-to-day benefit. When a customer arrives at the till, the colleague serving them no longer needs to leave their position or call across the shop. Instead, they can contact a shop-floor colleague directly through their Quail Connect headset. That colleague can then locate the parcel and bring it to the customer at the till.
It is a small change to the way the team communicate, but one that matters when the store is busy and customers are waiting.
Quail Connect headsets give the team a direct, hands-free communication channel, allowing colleagues to request help without leaving their position. That has made a noticeable difference to the way the stores handle busy periods.
More Responsive When the Store Gets Busy
The same instant communication helps with other everyday situations. If another till needs to be opened, staff can call for support immediately, rather than leaving their position to find an available colleague. This helps the team respond quickly and efficiently as queues build, keeping attention where it belongs: on the customers and their experience.
Benefits
Communication That Supports Security
Quail Connect also gives staff a discreet way to communicate if a suspicious person enters the store. Agreed codes can be used to alert colleagues without drawing unnecessary attention, helping improve security awareness.
The ability to communicate easily has helped the staff at Kash Retail to feel safer in the store.
A Trial That Became a Wider Rollout
Kash Retail first tested Quail Connect through a six-week trial arranged by one of our sales team members in one store, before rolling out the system to three more stores. Installation and training were straightforward, giving the team the opportunity to use the retail headset system in a live store before deciding to purchase.
“A six-week trial is a no-lose situation for retailers, giving them the opportunity to see the benefits for themselves.” says Kevin.
The Result
For Kash Retail, the results can be seen in everyday store operations: faster parcel collections, quicker till support, more efficient team communication, and improved security awareness.
Following the success of the initial trial in one of their stores, Kash Retail introduced Quail Connect into three additional stores, extending the benefits across more of the business.
