Expectations of the Digital Consumer: Why Reliable In-Store Tech Matters

Since the rise of Omnichannel, retailers have been under pressure to evolve their in-store tech to make shopping experiences easier, faster and more efficient. There has been scrutiny comparing and aligning online and In-store expectations. This extends beyond the till, with customers wanting personalisation throughout the entire in-store experience, with staff also needing mobile tech support for their tech-savvy customers.

Social commerce is now transforming the retail landscape as consumers increasingly seek streamlined shopping experiences. Whether using handheld scanners as part of the self shopping experience or mobile computers from a staff perspective – when they show error messages and frozen screens this means frustrated customers and staff alike

It is not enough to just have the technology in place. It must be reliable, stable and ready to use out-of-the-box. Retailers need effective support procedures that minimize unnecessary downtime by detecting and fixing problems before they have consequences. Security is equally crucial: being able to track lost or stolen devices and protect sensitive information.

In fact, 81% of shoppers say it’s important to complete a purchase quickly and without issues, while 53% expect in-store technology to provide a personalized experience and 45% are concerned about how their personal data is stored.

Meeting these expectations requires more than just having devices in place, it demands reliable, high-quality hardware and software that works seamlessly from the moment they are used. When self-checkout scanners, mobile computers, and payment terminals run smoothly, they not only speed up transactions but also enable personalised service and protect sensitive information. Well-integrated technology empowers staff, reduces friction, and transforms every interaction into an opportunity to satisfy customers, strengthen loyalty, and create a frictionless, memorable shopping journey.

The Sudden In-Store Tech Rollout

One key challenge has been the speed of the tech roll out in-store and the lack of explanation to customers visiting stores on how to use the tech and what they would gain. SOTI’s Retail Report Techspectations in 2024 discovered in-store tech was failing when 69% stated there is not enough staff In-store to help when tech issues arise, and that 25% of the 11,000 interviewed would shop elsewhere to get a better experience. However, 81% state that they find it important to be able to quickly find a product and make a quick purchase, especially as 39% enjoy the speed and convenience that In-store device can bring.

In 2025, the report showed 53% of global respondents would choose to shop In-stores that use technology to make the in-person shopping experience more personalized. However, 82% of 12000 respondents globally have at least one security concern about entering their contact details into an In-store device, and 60% of consumers prefer shopping with retailers that provide a personalised service.

“This is a difficult conundrum: retailers need to provide a consistent stream of connected devices and experiences to keep consumers confident with tech In-store. Devices need to be trusted and secured, and there needs to be support staff available to help customers with the transition.”  States Stefan Spendrup, VP Sales NW Europe at SOTI. “Only by navigating this leap can consumers start using in-store tech confidently with their personal details to personalise their experience, to reduce attrition and keep them coming back.”

Empower Staff and Customers With White Labelled in-Hand Tech

“Adoption is a key factor with technology and it starts with in-store staff before it reaches the customer,” said Paul Hewitt, Northern Europe End User Sales Manager, Datalogic. “When staff have the right tools for the job, their work becomes easier, and they’re better equipped to deliver a smoother shopping experience.”

“The new lightweight Memor Series is ergonomic, enabling scanning and item searching to happen simultaneously and ensuring a faster and more accurate experience’ continued Hewitt. “Ensuring retailers get the ROI gains they expect on their tech deployments.”

Getting The Basics Right: Trials Are Key

Alongside better fitting and ergonomic devices, customers expect an experience that is consistent – whether it be with a frictionless Click & Collect service or enterprise-grade free In-store Wi-Fi. Retailers need to engage shoppers through multiple touch-points and this is made possible with the right technology powering both the operations and the omnichannel experience.

“Technology must be reliable, stable and ready to use. Retailers need systems and procedures that minimize unnecessary downtime by detecting and fixing problems before they have negative consequences. Trials and device rentals can be key here to enable staff and customers to adjust before vast roll outs are deployed.” States Richard Gilliard, Managing Director of Renovotec.

Through central overview and control of the Datalogic mobile equipment’s location status and performance with SOTI and Renovotec, operational disruptions can be foreseen, prevented and staff can instead focus their energy where it makes the biggest difference: on meeting customers, creating a positive retail experience and building loyalty.

Renovotec’s Guardian Managed IT Services support organisations in warehousing, transport & logistics, manufacturing, the retail supply chain and more. Our services are tailor-made to your exact requirements, offering access to a team of highly trained experts. Remove the strain on your IT resources with the help of an end-to-end managed IT services from Renovotec.

Contact Us today to find out more about how Renovotec can ensure your in-store tech is optimised