Marks & Spencer boosts store productivity with devices, software
A British apparel and food giant is focusing on store operations via an expanded hosted IT services contract with Diebold Nixdorf that will last an additional four years.
The agreement includes support services for the entire store fleet, managed services for self-checkout technology and self-order terminals located within in-store digital cafés, implementation services for stores and distribution centers, and software services.
Diebold Nixdorf has provided hardware services to Marks & Spencer since 2019. The scope of services expansion of the new contract, which applies to the more than 1,000 stores in the U.K. and Ireland, aims to increase the productivity of both store associates and Diebold Nixdorf field service engineers, with the goals of higher availability of store devices and a reduction in calls placed to the IT help desk.
The expanded set of hosted services and solutions includes:
- Remote management of in-store technology devices.
- Tools for store staff self-help including process descriptions and videos that will allow them to solve issues on their own without direct support from field engineers.
- Employees can push a button on their mobile device to report in-store incidents, eliminating the ticketing process.
- Self-healing software that can detect a problem and independently start a process to rectify it, such as automatically restarting the system.
[READ MORE: Report: Marks & Spencer adding self-checkouts — in dressing rooms]
This deployment is occurring as a wider overhaul of the retailer’s larger stores is taking place, which includes its ranges of clothing, home and food, and individual food halls.
"We are delighted about the renewal and expansion of the contract featuring an adjusted business model that is fully aligned with Marks & Spencer’s business objectives, allowing it to automatically adapt to changes in the market and the business," said Ben Gale, senior VP & managing director, EMEA and APAC retail sales management at Diebold Nixdorf. "With a clear focus on automation and staff self-help, we are helping Marks & Spencer achieve important objectives, such as reduced reliance on the help desk and improved staff efficiency. We are continually looking to best practices to ensure our world-class service adapts and addresses our customers' needs."
