case study
Greer’s Market offers better customer service
with NCR FastLane SelfServ Checkout units
Company Snapshot
By NCR
Industry: Retail
About NCR
NCR Corporation (NYSE: NCR) is the
global leader in consumer transaction
technologies, turning everyday
interactions with businesses into
exceptional experiences. With its
software, hardware, and portfolio of
services, NCR enables more than 485
million transactions daily across retail,
financial, travel, hospitality, telecom and
technology, and small business. The NCR
headquarters is in Duluth, Georgia with
approximately 29,000 employees and
does business in 180 countries.
Partner Snapshot
Truno Retail Technology Solutions was
instrumental to the installation and
deployment of the self-checkout lanes
in Greer’s Market. Truno is the national
leader in integrated technology solutions
focused solely on the retail industry.
With over 30 years of experience and
innovation, 3,000 customer sites,
unmatched customer service and a world
class network of partners, Truno delivers
retailers secure, stable and integrated
technology solutions enabling them to
navigate through an environment of
ever-changing regulation, competition
and technology. Greer’s Market currently
receives Tier I, II, and III hardware and
software support from Truno.
The Challenge
Throughout its near 100 year history,
Greer’s Markets has made a promise to
its shoppers to “enthusiastically continue
to improve our team, customer service,
values, community involvement, and
performance.” Within the walls of its 30
southern-based store locations ranging
from 8,000 to 40,000 square feet, the
associates of Greer’s Market strive to
uphold that commitment amidst a sea of
publicly owned competitors.
In 2011, the company took a step
towards improving customer service
with the installation of self-checkout. The
original deployment was unsuccessful due
to hardware and software malfunctions
causing lanes to be shut down for several
hours at a time. Rather than shelve the
idea in its entirety, Greer’s Market turned
to NCR and channel partner, Truno, for
help. Owner Jackie Greer said, “We knew
our customers wanted it and that the
time for the technology was now. It made
sense and even though it didn’t work the
first time, we knew we had to try again.”
The Solution
NCR, together with Truno, worked
with Greer’s Market to deploy four
self-checkout units and NCR FastLane
software. Attendants were skeptical
at first, but today they have become
advocates of self-checkout. “Many of our
attendants have relationships with our
shoppers, and we have found that they
are actually encouraging them to use the
self-checkout lane rather than wait for
an assisted lane to open,” Jackie Greer
reports. The positive feedback from
attendants is one of the reasons Greer’s
Markets sees usage numbers of over
50 per cent a day for its NCR FastLane
SelfServ Checkout lanes.
Name: Greer’s Market
Stores: 30 locations in Alabama,
Florida, and Mississippi
Employees: 600+
Website: www.Greers.com
Customer service has continued
to improve, proving that self-service
provides better service. Jackie Greer said
a customer told him she was shopping
at a local competitor that offered selfcheckout and she has switched to Greer’s.
He said, “It was a real eye-opener for
me. Customers expect self-checkout.”
Attendants at Greer’s Markets are welltrained and able to offer as much or as
little assistance as the customer prefers.
Operational efficiency was another
key factor in determining whether or
not the NCR FastLane SelfServ Checkout
launch was successful. With note and coin
recycling, the stores found they could
open with a much lower amount of cash
and reduce the need for replenishment
and cash pick-ups throughout the day.
Labour scheduling was also optimised to
ensure coverage and consistent service
throughout the day.
Key Solution Benefits
• Full tender capabilities and cash
recycling option.
• Intuitive user interface Integration
with existing POS systems.
• Extensive security and weight
learning database.
• Flexible configuration options.
www.ncr.com
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