Follow us


River Island “raises the bar” for customer experience

Tom Bottomley
14 October 2022

River Island has called on the services of Swiss-based smart data capture solution company Scandit to “empower frontline workers and uplift customer experiences”, across over 300 stores nationwide.

The UK high street fashion retailer has issued store staff with Scandit-enabled Samsung Galaxy XCover durable smartphones, equipped with Microsoft Teams, to replace shared hardware-based scanning devices.

By adopting the latest technology, River Island aims to enhance day-to-day customer and employee experience and “differentiate in a highly competitive market”.

Scandit enables Samsung smartphones to capture data from barcodes, text, IDs and objects with unmatched speed, accuracy and intelligence, increasing staff efficiency.

They can instantly access data to answer customer queries, retrieve product information, check stock availability and proactively retrieve Click and Collect packages as customers enter the store.

Deploying mobile point-of-sale will also reduce customer queuing times by freeing up staff to serve them anywhere in the store.

Paul Cooper, Head of Technology at River Island, said: “We’re on a mission to digitally transform, modernise and evolve our retail stores nationwide. Working with Scandit, Samsung and Microsoft has unlocked a platform for innovation which raises the bar of how we interact with both our employees and customers.

“Scandit’s performance has been fundamental to winning the hearts and minds of our store associates to be confident in delivering a superior and speedy customer experience.”

Samuel Mueller, CEO at Scandit, added: “Today’s shoppers enter stores armed with data in their pockets and expect a frictionless, convenient omnichannel experience. Working with River Island, we have equipped their store associates with the ability to access real-time information to provide a concierge-like service to customers while enhancing store operation processes.

“Deploying connected, user-friendly smartphones to all staff also helps to attract and retain employees in a competitive labour market.”

The built-in push-to-talk button on the Samsung devices also lets staff instantly access Walkie Talkie in Teams for clear voice communication to respond to customer needs in real-time.

Free NewsletterVISIT