12 minute read
A fi rst for frictionless: Compass
Compass Group Ireland’s sales and retention director Ciara Murray caught up with Julia O’Reilly to discuss developing Ireland’s first fully ‘frictionless’ store
The future is frictionless
Alandmark moment for the Irish retail industry, Ireland’s first fully ‘frictionless’ store, Market x Flutter, opened at Flutter Entertainment’s global HQ in Clonskeagh, Dublin 4 last month.
Operated by Compass Group Ireland, the store is like any other in many ways. It stocks fresh meals including a selection of hot and chilled dishes to-go, as well as drinks and confectionery. Staff are on hand to assist with customer queries and stock shelves. Its doors are open between 8am and 6pm. What’s new, however, is that Market x Flutter is fully frictionless, meaning customers don’t have to stop at checkouts, scan items, or join queues to pay for their items.
In this cutting-edge new store, customers ‘check-in’ using their phones and proceed to shop as normal. When they would typically start towards the till, they can instead head out the door with their desired products in tow. They are automatically charged for their products, and a receipt is delivered to their phone moments later.
Behind this seamless shopping experience are dozens of cameras that use the latest artificial intelligence (AI) powered computer vision technology from AiFi that monitor every product chosen by shoppers.
Those with privacy concerns might be relieved to learn that there is no facial recognition or biometric technology at work. Individuals are identified as stick-figures and shoppers remain anonymous.
Fresh approach
Not only is the store a first in Ireland, but it’s a first for the team at Compass Group Ireland too. When ShelfLife caught up with the food service company’s sales and retention director Ciara Murray just weeks after the store’s opening, she couldn’t hide her excitement about the new endeavour.
“From start to finish the whole process has been amazing,” says Murray. “That we’re the first to bring this model to the island of Ireland makes it all the more so. Obviously, we’re not a retailer, we’re a food service company. This is new for us, but it also really aligns with what we do best.
“I think it’s been surprising to retailers that a food service company has been leading the charge on this, and we’re so proud of what we’ve put together with Flutter Entertainment and AiFi. Flutter knew they were taking a risk with the project, but they loved the idea, they were passionate about it and wanted to see it through.”
Employee’s market
That’s where Compass Group comes into the mix. The company offers flexible food service solutions, to enhance employers’ offerings to staff. “Nowadays, companies realise that looking after the health of their team is important. It’s not enough to have a vending machine stocked with crisps and chocolate. You need to provide healthy, nutritious food. That tells employees that you appreciate them and are looking after their health.”
Copper Pan Kitchen
Still, not every business has the space, infrastructure or budget for an in-house catering solution. Compass Group’s Copper Pan Kitchen virtual kitchen facility was designed to give employers a flexible and scalable way to feed their teams on-site or remotely.
The team at Copper Pan Kitchen carefully produce individual meals in its boutique kitchen in Kingswood, Dublin and deliver them direct to site. “We are really particular in terms of the
menus we put together and the ingredients,” says Murray. “Our culinary director, Shay Kendrick, overseas the whole operation. We have some incredible culinary talent in there.
The new Copper Pan Kitchen offering also champions Irish agriculture, with 90% of its produce sourced locally from grass-fed Bord Bia-approved beef and lamb, milk, eggs and seasonal fruit and vegetables. What’s more, all of its packaging is 100% recyclable or compostable.
Greater flexibility
Murray believes the Covid-19 pandemic has changed the way people engage with food, leaving space for a food service company like Compass Group Ireland to create a new type of retail space. “As an organisation, we’ve noticed that people want more flexibility in their lives these days,” Murray says. “Whether it’s their work or their personal lives, they don’t have the same behaviours that they had two years ago. In the food service industry, what we’re seeing is that the way people eat, when they eat, and what they eat, has changed too. People aren’t just conforming to the old ways.”
One of the many lessons we learned in the last two years is that we don’t have to do things the way they’ve always been done. “Living through the last two years has changed our perspective. We can’t just go back to the same offering because things are different now. The truth is we don’t know what we don’t know. Many companies are happy with their traditional restaurant offering because they don’t know what else is out there.”
Market leader
Murray has been a member of the Compass Group Ireland team since the 1990s. “It’s been an exciting journey. Through the years, we’ve consistently been a market leader when it comes to innovation. Investing in technology has been a key strategy for the company for years,” Murray continues. “We’re always looking for new ways to enhance the customer experience. When the opportunity to develop a cutting-edge new site with Flutter Entertainment arose, we were keen to get involved.”
Still, taking such a fresh approach to grocery shopping has its own challenges. “People are always nervous about using new technology,” Murray says. “Communication with people about how it works has been paramount. Once people come into the store and scan the QR code, they are told exactly what they need to do. We also have staff on-hand in the store to help customers download the app or answer any questions they might have. As a whole, it’s been amazing to see how quickly people have embraced it.”
TV celebrity Greg O’Shea with Minister Josepha Madigan and Ciara Murray, Compass Group Ireland’s sales and retention director, at the launch of the new store
Tackling misconceptions
A big misconception about the store is that it’s unmanned, Murray continues: “A frictionless store is not a staff-free store. We have people on the shop floor stocking shelves, helping customers, and making sure everything is running as it should. It’s never been about removing people from retail – that’s not what this is about.”
What it is about is enhancing the customer experience as much as possible, she continues: “The data that we receive about what people are buying and how they shop helps us to ensure we have the right products in ready for them. It’s also about taking away friction. Nobody likes queues, and with the technology we have at our fingertips, there’s no need for people to queue anymore. Instead of standing in a queue during your lunch hour, our solution gives people back that time.”
Positive feedback
Market x Flutter has been open since the start of February. For the team at Compass Group Ireland, who had to delay the opening of the store due to the pandemic, receiving feedback from the public has been really encouraging. “Flutter Entertainment was hoping that it would encourage employees back to the office,” Murray adds, “and that’s appeared to be the case. We see our numbers grow every day.”
Looking towards the future, does Compass Group Ireland see itself developing more of these stores? “For so long, our focus was on nailing Market x Flutter and bringing it to market. We’re really looking forward to seeing where this takes us next.
“Just a few years ago, the investment required for a project like this was quite substantial, so you’d need significant volume to get return on your investment. Now with advances in technology and the approach that AiFi are taking, it’s become possible to look at smaller footprint stores that are much more affordable for clients.
“We even see a lot of potential for this application across different sectors. Our frictionless store offering goes beyond food service. It’s about how it supports staff, how it fits with their needs, and enhances the culture of the organisation.” n
FSAI advice line received 3,414 food complaints in 2021
More than 3,400 consumer complaints were received by the Food Safety Authority of Ireland (FSAI) advice line in 2021, with 36% of complaints relating to unfi t food and 24% to poor hygiene standards. Overall, the 2021 complaints saw a 23% increase compared with 2020.
That year saw a considerable decrease on the previous year due to Covid-19, and the 2021 numbers are more in line with the preCovid-19 fi gures of 3,460 in 2019.
The FSAI noted that foreign body contamination of food was frequently reported in 2021. Commonly reported objects in food included: strands of hair; insects; stones; pieces of plastic; metal; and glass.
Examples include glass found in porridge and sweet potato fries; hair found in numerous takeaway foods; metal found in baked beans; a maggot found in soup; and a metal screw in spareribs.
All complaints received by the FSAI in 2021 were followed up and investigated by
Stones were among the objects commonly reported to be found in foods, as well as strands of hair; insects; pieces of plastic; metal; and glass
food inspectors throughout the country, and the FSAI continues to develop new information on a range of food safety concerns.
The FSAI’s advice line also offers foodservice businesses advice and information, and can be reached at info@fsai.ie or through the online complaint form ‘Make it better’ on the FSAI website.
SuperValu calls on upcoming producers to apply for Food Academy Programme
Since 3 March, products from the above fi ve chosen producers have been on sale in 150 SuperValu stores across Ireland
SuperValu is calling on new and budding local Irish food and drink producers to join this year’s Food Academy Programme. This is a huge opportunity for those who have a fantastic idea for a food or beverage product but need support from experts in the industry to launch their business.
Food Academy, which is run by SuperValu in conjunction with Bord Bia and the Local Enterprise Offi ces, gives start-up food and drink producers an opportunity to get their products on SuperValu shelves. The programme, which has been an established part of the Irish food industry for nine years now, supports 1,500 jobs nationwide.
Currently the Food Academy Programme supports 290 Irish food and drink producers. Their products are available 52 weeks of the year in their local SuperValu stores. Food Academy producers have sold a combined €200 million of produce in SuperValu since 2013.
In 2021, there was a 6% growth in Food Academy sales, with participants delivering €30 million in retail sales.
Food and drinks producers, who are in the early stages of developing their business and would like to see their products on shelves in SuperValu are strongly encouraged to apply for the programme. The deadline for application for this year’s cycle is Friday, 8 April 2022, with the programme commencing in September 2022. Those interested in applying can contact their Local Enterprise Offi ce and request an application form. Participants in Food Academy receive training in food safety, market research and branding, marketing, fi nance, sustainability, and business development.
As part of SuperValu’s continued support for its Food Academy producers, fi ve local food producers have been chosen from the 290 suppliers to be showcased in SuperValu stores nationwide over a three-week period. These are King of Kefi r, Co. Dublin; The Wild Wok, Co. Dublin; Jaru, Co. Dublin; Dan & Monstro, Co Dublin; and Kilbeggan Farm, Co. Westmeath.
For more information on Food Academy, visit: www.supervalu.ie/real-people/foodacademy-programme. Krispy Kreme has rolled out digital cabinets to a further 15 stores nationally in recent weeks, following a year of expansion by the doughnut brand across the Irish market.
Now Krispy Kreme fans who live outside of Dublin can get their hands on the brand’s fresh doughnuts from additional Tesco and Circle K stores including Tesco Drogheda, Athlone, Tullamore, Dundalk and Circle Krispy Kreme cabinets include K’s state-of-the-art store digital screens with located on the M6 Dublin/ the brand’s ‘Made Galway Road. Fresh Daily’ tagline
In Dublin, the brand has also added to its retail portfolio with Krispy Kreme cabinets introduced to Tesco White Pines (Rathfarnham) and nearby Rathfarnham Shopping Centre along with Circle K Citywest Avenue.
Irish Olympian and Lidl ambassador, Ciara Mageean with broadcaster Kathryn Thomas
Lidl Ireland announced as O cial Fresh Food Partner of Parkrun
Lidl Ireland has partnered with Parkrun to become the Offi cial Fresh Food Partner for the free-of-charge, family friendly, community event which is held in parks and open spaces around the world every weekend.
The new three-year partnership will see the retailer support Parkrun and provide exclusive coupons and free products to Parkrunners and volunteers every week via the Lidl Plus App.
Lidl plans to attend every single Parkrun location in Ireland over the course of the partnership to distribute fresh fruit, refreshments and their exclusive Lidl x Parkrun t-shirts.
To register to take part in a local Parkrun, visit www.parkrun.ie.
Research fi nds one quarter of families worry about providing food for children
New research launched by national children’s charity Barnardos and Aldi Ireland, has found that 25% of parents often worry about not being able to provide food for their children and nearly Suzanne Connolly, Barnardos three in 10 people in CEO, with Niall O’Connor, Ireland have Aldi Ireland group managing witnessed child food director poverty fi rst-hand. The research came as Barnardos hosted a forum on child food poverty, supported by Aldi Ireland.
The research, conducted by Amárach Research on behalf of Barnardos and Aldi Ireland, found that 9% of parents feel “close” to food poverty.
To support Barnardos’ services, Aldi customers can text KIDS to 50300 to donate €4. ■
