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Casey’s implemented new self-checkout systems along with other technological tools for customers and employees.
ordered what and it puts them in order of sequence, so everything’s organized,” Sebastian said. “You check off when you pick the grocery item to make sure that you got the right item. It’s improved order accuracy, order timing and customer satisfaction scores.”
It’s been so successful Casey’s added a power inventory app that is helping stores manage inventory and order groceries and is piloting a production planner for the kitchen.
In addition to its fulfi llment apps, Casey’s is piloting an artifi cial intelligence (AI) phone ordering system for its pizza orders that will eliminate inconsistencies and phone wait times, making the ordering process easier for customers and work easier for employees.
“We’re taking natural language processing and training the AI to interact with our guests and take orders,” Sebastian said. “Those orders will then be sent via application programming interface (API) into our order management system in the kitchen.”
TECHNOLOGY FOR ALL
Customers expect technology, but increasingly, so do employees. From scanners to self-checkout to grocery fulfi llment, companies have been boosting the technology they provide to their employees, which makes work easier and provides a more seamless experience for customers.
“Giving your store team members more tools to operate the store and really to manage their own careers is going to be a space that we’re going to continue to lean into,” Sebastian said.
Whether it’s for workers or customers, technology has gone from nice-to-have to essential, from loyalty to speed.
“We had exponential growth of all areas of technology going on way before the pandemic, but when the pandemic struck, it went beyond exponential because the mindsets of the customers and of our employees have all changed,” Burrus said.
“We had exponential growth of all areas of technology going on way before the pandemic, but when the pandemic struck, it went beyond exponential be“ cause the mindsets of the customers and of our employees have all changed. have all changed.
— Daniel Burrus, CEO, Burrus Research Associates
Pilot’s myRewards Plus app offers convenience and personalization based on driver type to its customers. Pilot also embeds mobile payments inside the app to streamline convenience.
From mobile apps to self-checkout to AI and inventory management, personalization is now essential. But customers also want speed, which is why companies are looking to capitalize on technology that can help customers order faster, pay faster and make their visits more efficient.
“Personalized experiences give users what they need and want, and those services translate positively to the bottom line,” said Ginny Holmes, senior manager of digital products at Pilot. “Technology integration is and will continue to be a major part of our company’s future.”
Last year, Pilot looked to upgrade its myRewards Plus app. It wanted something that was both engaging and had customization and personalization based on driver type, giving it the ability to offer features and rewards relevant to every type of driver that uses its stores.
“The app has evolved from a digital store index and map finder to a tool that helps users truly engage with our brand, loyalty program and physical stores,” Holmes said. “A professional truck driver profile is different than an auto driver’s experience in the app. Once ‘inside’ the app, guests are delivered tailored features and rewards that matter for their experience and needs.”
The next steps are mobile payments and selfcheckout.
Burrus’ research concurs that both mobile payments and self-checkout are the next phase in digital evolution for retailers.
“In our research of 10,000 consumers and retailers, 50% use self-checkouts and 38% use cashless payments,” Burrus said.
Pilot embeds mobile payments inside its myRewards Plus app, offering convenience and personalization to its customers.
“These programs allow users to load digital payment options into the mobile app that also integrates loyalty rewards. This creates fewer swipes and steps for guest transactions while maintaining access to exclusive loyalty benefits,” Holmes said.
As customers and workers become more tech savvy, they will want more technology that is fast and customizable. In the near-term, there’s an easy place to start.
“In the next three years, retailers will continue to think about how to get their guests in and out faster,” Sebastian said. “The whole idea of selfcheckout, mobile checkout, scan-and-go technology, all that stuff’s real. We’ve decided to lean into it because our guests have told us it’s important to them.” CSD
Fast Facts:
• Casey’s launched an internal grocery order fulfillment app to improve order accuracy and timing, and customer satisfaction scores.
• Pilot is looking to tech integration to help personalize experiences for customers.
Since 1922
Better-For-You Veggie-Filled Muffins
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