Did Karns improve customer service and efficiencies at its food stores?

Did Karns improve customer service and efficiencies at its food stores?

Did Karns improve customer service and
efficiencies at its food stores?
Karns Foods
An NCR Case Study
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The customer
The challenge
In 1959, David Karns opened the first Karns Food store
Karns set out to tackle several challenges when considering a
(www.karnsfoods.com), welcoming customers as individuals
comprehensive technology update for its stores. Its point-of-
with individual needs. More than 50 years later, Karns Foods is
sale (POS) terminals and software were aging, and needed an
still family owned and operated, with seven locations serving
update as hardware failures began to take their toll on store
the Central Pennsylvania area.
operations. Karns also needed to address new standards set
Karns sets itself apart by offering full service meat and bakery
departments, locally-grown fresh produce, special discounts
for seniors, double coupons and a rewards program. In
for Payment Card Industry (PCI) Compliance. And, with the
GS1 DataBar™ sunrise looming, the grocer needed to update
its scanners to handle the new bar codes.
addition, Karns has always been active in supporting the local
Karns also wanted to take advantage of the refresh to
community with school programs, fundraising and donations,
improve customer service and satisfaction at its stores by
and direct involvement in many charitable activities.
offering customers the option to scan, bag and pay for
Karns’ strong connection to the local community combined
purchases on their own using self-checkout.
with decades of dedication to providing outstanding service
Finally, Karns wanted to expand on its current rewards and
and products at its stores has made it a staple to the Central
coupon/discount programs to best meet their customers’
Pennsylvania area and the cities it serves.
needs.
Key Highlights
• Industry/Market:
Grocery
• Challenge:
Karns needed to update its POS hardware and software
to improve efficiencies, address PCI compliance and
GS1 DataBar standards, and enhance promotions and
customer satisfaction throughout its stores.
• Solution:
- NCR SelfServ Checkout with Remote Attendant Stations
- NCR RealPOS 80XRT
- NCR RealPOS Two-Sided Thermal Printers
- NCR Advanced Checkout Solution
- NCR RealPOS Customer Display
- NCR RealPOS Cash Drawer
- NCR RealPOS High Performance Scanner/Scale
- NCR RealPOS Handheld Scanners
- NCR RealPOS DynaKey
• Results:
NCR self-checkout boosted customer satisfaction,
while POS software and hardware updates increased
throughput and employee productivity, and enabled
enhanced promotional capabilities.
The solution
The solution benefits
Knowing a complete update of its POS solutions wouldn’t be a
Following the deployment of NCR SelfServ Checkout, Karns
simple task, Karns turned to a partner with a history of service
reports that customer service and satisfaction at its stores has
and trust – Penn Center Systems (PCS). PCS, an NCR partner,
significantly improved. Self-checkout is now processing 26
has served Central Pennsylvania’s independent grocers,
percent of checkout transactions, a number that the grocer
restaurants and retail businesses since it was founded by
says exceeds expectations.
David Crossley in 1979.
The cordless scanners have led to a decrease in cashier
Because Karns has relied on NCR products for the past 12
discomfort from lifting large and heavy items to scan, making
years, the owners felt NCR technology provided by PCS
the associate experience better and streamlining checkout for
would be the ideal choice for their stores. NCR’s stance as a
customers. And, the NCR RealPOS High Performance Scanner/
leading provider in POS solutions for independent grocers,
Scales and two-sided printing has led to increased throughput.
as well as the worldwide market leader in self-checkout, gave
Karns assurance that it would have a best-in-class POS system
powering its stores for years to come.
The stores’ promotions and rewards program have also been
enhanced through the use of the NCR ACS promotional
wizards.
Successfully completed over a six-month timeframe, the
solution rollout consisted of NCR RealPOS™ 80XRT terminals for
58 assisted checkout lanes, along with NCR RealPOS Two-Sided
Thermal Printers, NCR RealPOS High Performance Scanner/
Scales, NCR RealPOS Handheld Scanners and NCR RealPOS
DynaKey™ operator interfaces.
“The rollout of NCR self-checkout and POS hardware and
software solutions has exceeded our expectations. Not only
are we seeing the difference in terms of improved store
operations, our customers are noticing as well, and that’s
where it really counts. Our goal is always to provide the
For the stores’ software solution, PCS provided NCR Advanced
best shopping experience, products and promotions for our
Checkout Solution (ACS) for Independent Retailers. NCR
customers – and the complete solution from NCR and PCS is
ACS offers superior promotion flexibility with a Consumer
playing a key role in helping us achieve that now and for the
Marketing module to help retailers implement customized
years to come.”
loyalty programs to attract and retain profitable customers.
- Scott Karns, Owner, Karns Foods
To boost customer service and increase the speed of checkout,
Karns deployed the worldwide market-leading NCR SelfServ™
Checkout solution, with Remote Attendant Stations, at two
of their stores. NCR SelfServ Checkout is designed to reduce
checkout wait times up to 40 percent. The solution’s userfriendly interface intelligently guides the shopper through the
checkout process with animated demonstrations, making the
experience fast, efficient and fun. And, NCR SelfServ Checkout
can help improve store operations by allowing personnel
to be redeployed from checkout duties to valuable in-aisle
functions.
PCS provided Professional Services including installation
and training, integration services and hardware staging,
live support and balancing assistance. The NCR Professional
Services group provided assistance in programming and
installation for the NCR SelfServ Checkout solution.
Why NCR?
With over 125 years of retail experience, NCR is a leading
global provider of assisted- and self-service solutions. We
help our clients around the world improve their customer
interactions, implement change quickly and proactively,
and transform their businesses to become leaders and
change agents. We can help you, too.
NCR Corporation
3097 Satellite Boulevard
Duluth, Georgia 30096
USA
www.ncr.com
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