Supermarket giant Iceland puts colleague welfare first by partnering with VoCoVo

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This article is brought to you by Retail Technology Review: Supermarket giant Iceland puts colleague welfare first by partnering with VoCoVo.

VoCoVo, the retail communications specialist, has entered into a partnership with UK supermarket chain Iceland which will see every store within the retailer’s estate provided with access to the latest cutting edge communication technology.

Following the recent launch of VoCoVo’s Series 5 Pro headsets, designed to provide a significant boost to operational efficiency, colleague safety and customer experience, the headsets will be made available in each of Iceland’s 1,004 UK stores. The decision to provide every store with the technology forms part of Iceland’s commitment to ensure the safety, wellbeing and optimum working experience for all colleagues.

VoCoVo and Iceland worked in collaboration to deliver a solution that met each of Iceland’s unique needs. Following a resoundingly successful trial in select stores, the Series 5 Pro will play an important part in Iceland’s customer experience plans moving forward.

“The investment in VoCoVo headsets is a real step forward in improving the efficiency, communication and safety of our store colleagues, which are all paramount to our current and future plans,” says Kristian Barrett, Iceland’s Group Retail Director.

Opting for the Series 5 Pro headsets followed a rigorous vetting process by the supermarket, with the VoCoVo product best meeting all Iceland’s requirements for a durable and innovative solution that would transform the colleague working experience.

Spanning all areas of Iceland’s retail stores, including shop floor, back areas and home delivery services, colleagues can use VoCoVo to efficiently collaborate on store operations, helping to maintain Iceland’s high standards of operational efficiency. Staff are empowered to meet customer expectations, alongside the ability to quickly resolve queries for an optimum customer experience.

“On our store floors and beyond, we’re committed to improving our customer’s experience when shopping with us. Our partnership with VoCoVo will directly support this commitment and we’re excited to grow the solution once the headsets are installed. This will include specific APIs that will integrate with our in-store technology and notification systems, enabling us to quickly update our store colleagues on certain business activities that are happening,” says Louise Dhaliwal, Iceland’s IT Director.  

“Iceland’s commitment to protecting its colleagues and prioritising their wellbeing through the power of voice communication was apparent from the moment we engaged with them. Iceland stores already operate with high efficiency and we’re delighted that our technology will help take this further and cement Iceland’s position as one of the UK’s most loved retailers. We’re looking forward to a successful rollout and collaborative future,” says Rob Gamlin, CEO, VoCoVo.

The compact design of the Series 5 Pro headset allows colleagues to communicate with each other in crystal clear audio quality, while being discreet enough to ensure customers are not deterred from approaching staff on the shop floor. Its fully adjustable design also makes for a more comfortable experience when worn and the rapid charge feature provides 50% battery charge in just 30 minutes.

Iceland is also making use of a full suite of custom-developed video content to help train staff on how best to make use of the new solution. VoCoVo will provide ongoing support as the partnership evolves, with further integrations in the planning. The rollout is expected to be complete with VoCoVo technology active in all Iceland stores by April 2024.

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