ScotRail
Onboard retail and stock management for rail operations
ScotRail required a mobile electronic point of sale solution and back-office stock management system to support onboard retail across its fleet. The aim was to improve sales performance, strengthen product mix and create greater flexibility for promotions. High-speed services in particular required a move from trolley-based service to a fully stocked retail area, with limited turnaround time at stations for replenishment. The ability to support stock, ordering and warehouse operations was also essential, with all stock and logistics managed in-house. The handheld terminals needed to be PCI DSS certified and capable of processing all payment types, including contactless and mobile wallet. Offline and online capability was required to support sales in any location, at any time, even where no network was available.
The system
ECR implemented the RailPoS solution on Go2 all-in-one handheld terminals, together with a comprehensive back-office and reporting suite. The project began, as with all ECR projects, with discovery workshops to understand the client’s individual operational requirements and shape the final specification for development.
The solution enabled passengers to make purchases onboard using a wide range of payment methods across the full product range, with secure, fast and reliable processing regardless of connectivity. The devices were lightweight all-in-ones with a single charging point, requiring no Bluetooth pairing, and were easy to carry during long shifts on moving trains. They could be mounted on trolleys where required and were also compact enough to be stowed away discreetly when not in use, while remaining robust enough for the demanding onboard environment and high levels of daily use.
The system gave the client control over product management and pricing, including promotions, variations, VAT, discounts and vouchers. It also provided flexibility over screen layouts, user management and permissions. Data was delivered in real time wherever connectivity allowed, with a permissions-based head-office system giving users tailored information by profile. The Flexmonster reporting suite provided access to a wide range of operational data, which could be reported on in multiple formats, exported and used for further analysis.
Outcomes
ScotRail was able to offer passengers a broad choice of payment methods to support onboard sales, with the option to introduce at-seat ordering if required. Wastage was reduced and cash management better controlled, while onboard ordering became more efficient and accurate. The stock management functionality delivered data to the warehouse to support replenishment and top-off ordering, helping to reduce waste and improve profitability. Crews could consult scheduled journeys for their shift easily, and all activity was attributed to the individual crew member. Head-office users had a real-time, accurate view of activity across the operation.