Wisconsin-based family-owned grocery retailer Metcalfe’s Market is using technology from Toshiba to future-proof its stores.

Like many independent grocers, Metcalfe’s Market faces the challenge of maintaining a unique identity and customer experience while scaling up its operations. As such, it has adopted Toshiba technology to future-proof its stores.

The journey with Toshiba expanded in 2023 by integrating more of the Japanese firm’s System 7 self-checkout units across all locations through partnerships with North Country Business Products (NCBP) and LOC Software. This dynamic self-checkout system supports data-driven decision-making and loyalty programmes.

“Metcalfe’s Market’s forward-thinking approach, focusing on the future of customer shopping experiences, solidifies their position as an industry leader dedicated to continuous improvement and exceptional service delivery,” said Duffy Fron, executive director at Toshiba. “By embracing technological innovations and proactively adopting future enhancements, Metcalfe’s is poised to revolutionise the checkout experience and leverage technology for the benefit of both their business and their valued customers.”

Metcalfe’s journey with self-checkout began in 2016, and the continued increase in use at all locations reflected positive customer reception and growing demand. The growing use of self-checkout across its stores led Metcalfe’s to expand its self-service infrastructure in 2023 by adding eight self-checkout lanes across three locations featuring Toshiba’s System 7. The upgrade streamlines daily accounting processes and reduces queues. Using backend data with LOC Software, Toshiba’s self-checkout system allows staff to stay abreast of day-to-day problems so customers can have a more seamless checkout experience. The upgrade enables seamless integration between the Toshiba point-of-sale (PoS) and self-checkout systems.

“The evolving landscape of grocery retail technology requires adaptability at its core,” said Tim Metcalfe, president of Metcalfe’s Market. “As the pace of change accelerates, consumers increasingly expect versatile technology options across all shopping channels, be it traditional point-of-sale, self-checkouts, online platforms, with or without rewards programmes. It is imperative to partner with industry leaders like Toshiba, NCBP and LOC Software, who stand at the forefront of technological innovation. Their ability to tailor solutions that seamlessly integrate with our customers’ preferences is crucial in our technology journey.”

Integrating the AppCard loyalty programme from NCBP further demonstrates seamless collaboration with vendor partners, providing customers with additional incentives and fostering a stronger connection. In addition, Metcalfe’s long-time use of LOC Software ties all integrations together for the retailer, setting the stage for a strong foundation with flexible back-office functionality. Through LOC Software’s backend, Metcalfe’s can use all aspects of the software to handle seamless direct-store delivery, receiving, inventory control and reporting capabilities.

Many of the innovations empowering Metcalfe’s Market can be experienced on Toshiba’s (commerce.toshiba.com) stand at next week’s NGA Show (www.thengashow.com) in Las Vegas.

Metcalfe’s Market (www.shopmetcalfes.com), a fourth-generation, family-owned, and operated neighbourhood market, has two locations in Madison, another in Wauwatosa, and its On The Go shop at the Dane County Regional Airport. Its products include fresh baked breads and pastries from 20 local bakeries, more than 500 varieties of artisan cheeses, Boar’s Head deli meats, and a large variety of local and organic produce.

For more than 30 years, LOC Software (www.locsoftware.com) has been at the forefront of retail technology. LOC gives high-volume, independent merchants the tools to optimise retail performance. NCBP (ncbpinc.com) is a provider of PoS technology, serving a diverse range of industries across the USA.