Discover how Superviza retail chain reduced queues and doubled sales with Inwave Darwin's Remote Supervisor, optimizing their service and operational control.
The growth of a retail chain demands innovative solutions to ensure agility, control, and a great shopping experience. This was the challenge faced by Superviza Group, in the success case presented by the SuperHiper Portal. The company, which started as a small family business, expanded to six stores in the state of Santa Catarina, including four retail units and two wholesale ones.
Today, the chain has the Darwin solution installed in all six stores, totaling 170 checkouts. With an aggressive expansion plan, the chain expects to implement the Darwin tool in all nine stores to be opened in 2025.
The challenge: queues and slow checkout
The founder of the chain, Juscemar Zabloski, says that the search for innovation has always been an essential pillar for Superviza's success. However, as the operation grew, difficulties in checkout service arose, especially due to the waiting time for approval of cancellations and other interventions by supervisors.
Paulo Oneda, controller of Superviza Group, gave the example of the Chapecó store, one of the first to receive Inwave's checkout solution:
"We felt this need because we had just opened the Chapecó store in September 2023, and on the opening day, we saw that the biggest problem was at the POS. All the registers were stuck, waiting for the supervisor's approval." — Paulo Oneda, controller
Queues at checkout are common in retail, especially during busy periods. At Superviza, this problem was solved with Inwave technology installed at checkouts:
"Days after the implementation, the Chapecó store sold almost double the opening day's sales. No queues, no disruptions. That was the big difference we saw." — Paulo Oneda
The solution: faster service with Remote Supervisor
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To solve this problem, Superviza implemented Inwave Darwin Platform with the Remote Supervisor feature, which allows validation and approval of checkout operations quickly and efficiently, without the need for a physical supervisor on-site.
The technology was installed on December 15, 2023, and even though the implementation happened close to Christmas, a time with a high flow of customers, the impacts of the solution were immediately noticeable.
"Before Inwave, our checkout operation was very slow because the cancellation supervisor sometimes had a very high demand for cancellations, which made approving a purchase or cancelling an item take five, sometimes even ten minutes. Now, in thirty to forty seconds, we are clearing the customer. Additionally, from the Remote Center, we can monitor the checkout operation for potential errors and then perform an audit based on videos flagged by the platform's exception rules." — Paulo Oneda
Results: more efficiency at checkout, more sales, and better control
Checkout operation approval times went from 5 to 10 minutes to just 30 to 40 seconds with the Remote Supervisor. As a result, customers spent less time in line, and the operation became more fluid.
Additionally, Superviza noticed a significant reduction in POS registration errors. Paulo Oneda, the chain's controller, explains that before, many products went through the scanner without being registered correctly, causing inventory losses and financial damage.
"We achieved a great reduction in inventory discrepancies, which we had because product breakages weren't recorded, for example. This optimization improved our control over available inventory, improved our loss ratio, and allowed us to implement a smarter and more consistent inventory management."
Technology as an ally for growth
With the success of the solution, Superviza continues investing in technology to optimize its processes and ensure more operational efficiency. Implementing the Inwave Darwin Platform has proven to be a strategic step for the network's growth, ensuring better control, faster service, and a better shopping experience for customers.
"Superviza plans to open nine new stores next year, and we are increasingly seeking control, technology for prevention, because there must be control. This technology brought more control, more security for us. We gained in service and speed. And with this increase in agility, we are able to sell more and, consequently, continue expanding our operations." — Juscemar Zabloski, founder and director of Superviza Retail Chain
Source: SuperHiper
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