The future of team communication in retail: Chelmsford Star Co-op's VoCoVo experience

The big picture 

Chelmsford Star Co-operative Society operates nearly 40 convenience stores in Essex, ranging from the East End of London to the Essex coast. Established in 1867, the company has been guided by a strong set of co-op values and principles. Each store, while unique in its own right, is meticulously designed to cater to the distinct needs of the neighbourhoods and communities it serves. As such, customer service and staff wellbeing are critical.

Up until this point, their stores had operated using traditional bell/buzzer systems, which were proving inadequate for the demands of a modern retail environment. After witnessing VoCoVo being used within another Co-op Society they acknowledged the need to update their communication methods. Thus, as part of their store refit programme initiated in 2023, the Society seised the opportunity to transition to VoCoVo aiming to enhance team communication and elevate customer service standards. 

"Being good people is simply in our DNA" 

A Co-op core business value.

What were Chelmsford Star Co-operative Society’s challenges?

Requirements

The Society aimed for a solution that would not only streamline operations but also foster a sense of camaraderie among team members. Ensuring quick and effective communication during emergencies or safety concerns was also a key requirement.  

The IT Leadership team sought a solution deployable across all convenience stores, emphasising reliability and scalability. The headsets needed to be user-friendly, adaptable to each store's unique requirements, and easily adopted. Additionally, they aimed for a solution that was 'futureproof', capable of adapting and enhancing functionality over time. In essence, they required the new solution to:

• Streamline operations and enhance teamwork
• Deliver quick, efficient communication
• Guarantee reliability and scalability across all stores
• Provide easy-to-use, adaptable headsets
• Represent a 'futureproofed' investment

Solutions & outcomes

VoCoVo Go 4 user systems were initially deployed in 10 stores and staff have enthusiastically embraced them, citing simplified communication, increased speed, and time-saving benefits.

Chelmsford Star Co-operative Society have seen enhanced confidence and teamwork among its staff, resulting in a positive impact on customer experience, a core business value. Team members reported feeling more connected and efficient, thanks to the continuous communication facilitated by VoCoVo devices. Further feedback indicates that VoCoVo not only surpasses its predecessor in capabilities but also offers significant affordability compared to the outgoing communications system.

The Society's current strategy is to ensure all store staff are equipped with the headsets as soon as possible. Additionally, they plan to integrate further VoCoVo technology to improve store profitability. These integrations, implemented once again by 2826 Ltd, encompass various areas such as stock and inventory control, enhanced security technology and more with plans for expansion alongside business growth. 

"Our team love these headsets! They simplify communication, improve colleague safety, and have brought our colleagues closer together.  Thank you, 2826 Ltd, for providing an excellent solution.  We want to ensure all our food store employees are equipped with the headsets as soon as possible and then look at how we can use further VoCoVo technology to improve on our bottom line."

Martin Gibson, Head of IT.

Chelmsford Star Co-op is currently undergoing a rebranding initiative for its food stores, transitioning from a vibrant green fascia to a sleeker grey and blue design that incorporates the International Co-op marque.