Case Study |

Creating an efficient customer experience

Working with Tesco


In 2019 Tesco celebrated 100 years in business.

As the UK’s largest supermarket retailer, with more than 345,000 associates, Tesco’s ethos is to “serve customers every day with affordable, healthy and sustainable food – to help them enjoy a better quality of life and an easier way of living.”

Having this drive to do the best for their customers, Tesco sought to improve the service their associates could offer and connect the entire team for more efficient ways of working.

Retailers today are facing greater challenges than ever before.

The grocery market continues to become more challenging and competitive. All retailers must look at optimising costs, associate efficiency, and improving the experience to maintain customer retention.

Tesco’s larger format stores offer a wide product range, covering multiple departments; from fresh groceries to fashion and homeware. This means associates need instant communication to prevent wasted time travelling around the store, together with instant knowledge of a wide range of products and stock levels.

VoCoVo’s impact

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More efficient teams

Quick effective communication on price-checking, warehouse operation, and checkout needs. Pedometer studies have shown a reduction of 1600 yards for each associate with VoCoVo headsets.

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Making customers happy

Opening additional check-outs instantly, and enabling associates to get answers to questions or stock queries 3x faster.

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Happier colleagues

Teams with VoCoVo feel safer and more supported by having their colleagues on hand at the touch of a button.

The solution

VoCoVo began by outlining the requirement with Tesco and working on a prototype system to deliver the checkout PA announcement functionality. This was tested in Tesco’s headquarters, at Welwyn Garden City. The system worked well and went down ‘exceptionally well’ with colleagues.

The period from this initial consultation to the delivery of the system into stores lasted just nine months. By working closely with the team at Tesco, we were able to meet the project’s deadlines and deliver a solution that perfectly fit their needs.

The result

The feedback Tesco leaders received from store associates was overwhelmingly positive, particularly around the use of the headset. They described it as ‘fantastic’ and were so pleased with the headsets in the pilot stores that they increased the number of devices so more associates could benefit.

The product worked well, delivering quicker communication than any alternatives. The instant functionality enabled associates to respond quickly to customer and in-store demands. The headsets and ‘call forward’ system quickly became an integral part of a colleague’s working life, making daily jobs easier, more efficient, and driving effective customer service.

“This system worked fantastically at our Jack’s stores. The headsets and ‘call forward’ system helped our staff to work flexibly, respond to the needs of customers and their colleagues, and helped the launch of our new stores run smoothly. It was integral to the business model of our stores, and we’d thoroughly recommend VoCoVo for running an efficient operation.”

Andy Newbould | Tesco

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