Tenby Stores & Post Office is a convenience shop and post office located in the center of Tenby, UK. An integral part of the community, the store is focused on providing superior services and products that serve their customers in unique ways, offering everyday essentials, post office services and local paper runs. The store and its owners have won numerous awards and recognitions, including Overall Best Shop in the 2022 IAA awards.
Instant team connection, better customer service
Challenges
Nestled in the historic center of Tenby, Wales, Tenby Stores’s retail space is long and narrow, making it hard for staff to see each other or communicate. The store needed a reliable communication solution that would keep staff connected across the store, improve service speed and help associates feel supported at all times.
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5.0
“Previously we were actually using a doorbell. Quite often that didn’t work and it also meant that members of staff would be left on their own.”
Fiona Malone,
Store Director, Tenby Stores & Post Office
A Complete Communications Solution
The store owners, Vince and Fiona Malone, needed a communication solution that was discreet and would allow staff members to stay in constant communication with each other — whether on the shop floor or in the stockroom.
x-hoppers delivers on that need through a combination of lightweight push-to-talk headsets and a mobile app that connects everyone to the same in-store broadcast. Associates can instantly communicate, request assistance and respond to customer needs without leaving their posts. As a small business owner, Fiona particularly values the x-hoppers mobile app, which lets her stay connected to the team wherever she is.
“My favorite feature is the app. So the app gives me real‑time information and it also gives me great peace of mind. Because I can pick up any live conversations that are happening and identify any training needs straight away,” shared Fiona.
Results
“Since the introduction of x‑hoppers we’ve seen massive change here to actually make our staff’s lives better,” revealed Fiona. “We’ve seen better communication, our staff feel safer and our customers notice the difference.” Improved communication has made day-to-day operations smoother and more efficient, helping staff spend more time with customers and less time chasing information.
Would she recommend x‑hoppers to other retailers? For Fiona, it’s a resounding yes. “I would definitely recommend working with Solaas and working with x‑hoppers.” The system, “makes me feel safe, it makes our staff feel safe and it makes our customers feel that they’ve been served well.”
Discover more success stories
5.0
David Hedrick
Owner Barr’s ACE Hardware
“When we first moved into the building, it was very chaotic. We had inventory in boxes in the parking lot. With the headsets, we could stay inside with a customer and speak to someone else outside, tell them what the customer needed and they could grab the stuff right away.”
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Gemma Stratford,
A project manager in the Retail Tech and Change Team
“In the past, our stores have used things from handheld walkie-talkies to bells mounted at the till banks to call for assistance,” said Gemma, a project manager in the Retail Tech and Change Team. “Obviously, these are very audible to the customer and also very limited in their ability to communicate effectively any messages between the teams.”
