Warner’s delivers smoother service with new retail headset system

Warner’s Supermarket is serving customers ‘faster than ever before’ after introducing new retail headset technology that enables colleagues to communicate instantly and respond to customer requests in real time.

The independently owned grocery retailer, located in the heart of the Cotswolds in Upton-upon-Severn, is one of the first stores to deploy Quail Digital’s new Pro12 Retail Headset System.

According to Warner’s, the system has improved communication between colleagues across the shop floor, checkouts and stockroom, helping teams coordinate daily operations more efficiently and respond faster during busy trading periods.

Store Manager Jack Cross explained how the technology has positively impacted both customer service and team productivity.

“In busy supermarket environments, staff are often spread across multiple areas, including checkouts, the shop floor, stockroom and back office, making fast and reliable communication essential to delivering a smooth customer experience,” said Mr Cross.

To support this, Warner’s introduced the Quail Digital Pro12 Retail Headset System, enabling instant hands-free communication between colleagues anywhere in the store.

Having the ability to call a colleague, locate an item and get support immediately speeds things up for the customer and speeds things up for the team as well.”

Before introducing the system, staff often needed to leave their department or physically locate colleagues to check stock availability, request assistance or answer customer queries says Mr Cross. He added that during busy trading periods, these delays could impact responsiveness and customer service.

Mr Cross added: “With instant communication available throughout the store, colleagues can now quickly coordinate stock checks, request support at busy tills and respond to customer enquiries without leaving their position. The headsets have helped improve responsiveness during peak trading periods and support smoother day-to-day operations.”

Maker Quail Digital claims the Pro12 Retail Headset System is ‘designed for fast-paced retail environments where clear, instant communication is critical to both operational efficiency and customer service’. The platform combines secure team communication with built-in speech recognition and AI connectivity, helping retailers ‘keep colleagues connected across the entire store’.

Tom Downes, CEO and Founder of Quail Digital, said: “What we’ve seen at Warner’s is a great example of how improved communication can have a direct impact on customer service and operational efficiency.

When colleagues can communicate instantly without leaving their position, customer questions can be answered faster, support can arrive more quickly and teams can work together more effectively.

Retailers are increasingly looking for communication solutions that help stores operate more efficiently while supporting a better customer experience, and Warner’s is a great example of the benefits that can be achieved when teams stay connected throughout the day.”