TAP Retail currently operates four petrol forecourts and a standalone convenience store, serving varied customer demographics across its estate. The business has worked with Henderson Technology for five years and uses a range of EDGEPoS technology, including checkouts, self-checkouts and electronic shelf-edge labels (ESELs), with a GLORY cash management solution also set to be introduced.
For Co-owner Tom Buckley, the service behind the technology has been fundamental to the relationship. “The best thing about Henderson Technology is that you get a real person at the end of the phone, and I can’t express how integral that is to why we’re renewing,” said Tom.
“As an independent retailer, every minute that your technology isn’t working can cost you money, so being able to pick up the phone, speak to somebody and know an issue will be resolved quickly is incredibly important. From the top of the business down, everyone is helpful and professional.”
As a Morrisons Daily franchisee, TAP Retail also benefits from the established integration between EDGEPoS and Morrisons, reducing manual intervention and helping information flow efficiently between systems.
TAP Retail has also begun developing its own business dashboard using the EDGEPoS API, giving the company access to live information and analytics across its operation. Tom describes that access to data as “game-changing”, with EDGEPoS providing some of the most detailed reporting the business has experienced.
EDGEPoS ESELs are currently operating in two TAP Retail stores, helping the business automate price changes and reduce the time spent managing shelf-edge pricing.
Replacing manual paper label changes with centrally controlled digital updates has reduced staff hours spent changing prices while significantly improving shelf-edge accuracy.
“Price changes used to rely on somebody physically changing the paper label and quite regularly we would find that a change hadn’t been made,” Tom explained. “Now it is one click and it’s done. I can’t remember the last time I found the wrong price when checking around the shop.
“It has also reduced customer queries and complaints. We don’t see the level of price overrides we used to because the shelf price is accurate. The labels look smart, they are accurate and they take seconds to check. I really don’t see a downside to them.”
TAP Retail has also invested in EDGEPoS self-checkout technology, trialling hybrid and standalone formats to establish the right solution for different store environments.
At its larger forecourt store, self-service helps separate customers purchasing fuel from those making quick shop-only purchases. “You can have somebody paying for fuel while three other people from the same van have just come in for drinks or food, but traditionally everybody ends up in the same queue,” Tom said. “Self-checkout gives us the opportunity to separate that traffic and improve the flow through the store.”
While some customers prefer self-service and others a staffed checkout, Tom believes offering that choice is increasingly important. “We have to embrace self-service. I don’t think we would ever take it out now and, in our larger store, we expect to introduce more of it as part of the refurbishment. Customers increasingly expect that choice, so automation is going to become more important.”
He added that implementation is key for other independents considering self-checkout: “You need to think carefully about the layout and process but put them in the right place and manage them correctly and they can be a real asset to the business.”
With the new five-year agreement in place, TAP Retail plans to continue exploring how technology can support the business as it develops.
“As we grow and hopefully add more sites, we will continue looking at where technology can make the business more efficient,” Tom said.
Darren Nickels, Retail Technology Operations Director at Henderson Technology, commented: “We have built a fantastic relationship with Tom and the team at TAP Retail over the past five years and we are delighted they have chosen to extend their partnership with Henderson Technology for a further five years.
“Tom and the team are always looking at how technology can make their stores more efficient and improve the customer experience.
From ESELs and self-checkouts to using EDGEPoS data and developing their own dashboard through our API, they are embracing the opportunities that connected retail technology can bring.
“We are looking forward to continuing to work closely with TAP Retail as the business grows, supporting them with the technology, integrations and service they need across their estate.”
