GK Software, a global leader in comprehensive retail applications for real-time omnichannel business systems, today announced that its Chief Technology Officer (CTO), Eddie Deyo, has been recognized as a winner at the 19th Annual 2024 Globee® Awards for Technology. Eddie was awarded in the category of Chief Technology Officer of the Year in IT Software for spearheading the company’s shift to cloud-based point-of-sale (POS) technology. 

The Globee® Awards for Technology honor and celebrate the achievements and positive contributions of organizations and individuals from all over the world and is known for its rigorous judging process. The award reflects Eddie Deyo’s and GK’s commitment to innovation, excellence and the continued development of cutting-edge solutions in the technology sector. 

“I am honored to be named winner in the Globee® Awards,” said Eddie. “This award is a testament to the hard work and dedication of our team at GK. We strive to make each of our customers feel like a true partner, and we’re excited to continue to deliver the latest POS functionalities and flexible solutions that cater to each of our customers’ needs.” 

Since stepping into the CTO role in 2021, Eddie spearheaded GK’s shift to cloud-based technologies, particularly in the Americas. This has led to remarkable growth over the past year. In 2023, GK customers put over 25,000 new POS installations into production at more than 2,000 stores, including large department and convenience stores in North America and Europe.  

While GK has enjoyed that impressive growth, Eddie has worked hard to ensure that the company’s strong culture remains intact. Whether he’s helping developers in debugging sessions or managing complex interactions with customers, Eddie continues to prioritize the relationships throughout GK’s business.  

“Congratulations to all the exceptional winners of the 2024 Globee Awards for Technology,” said San Madan, president, Globee Awards. “Your groundbreaking innovations and unwavering dedication have set a new standard of excellence in technologies everywhere. At Globee Awards, we proudly celebrate your remarkable achievements and look forward to witnessing the transformative impact you will continue to make in the world. Keep pushing the boundaries of what’s possible and inspiring us all.” 

Explore the complete list of 2024 winners here. 

In 2023, over 14% of retail purchases in the U.S. resulted in returns, a drastic 4% increase from 2020.  

We have already talked about the state of retail fraud and how to find the right solution, but with the growth in returns inevitably comes growth in return fraud, a hot topic across the industry. 

Return fraud – abusing returns for monetary gain – adopts many different and unique shapes. The most common type is returning stolen goods, but other types of behavior include using falsified receipts, returning used items or articles of clothing, consistently returning an item to a different store than where it was purchased and more.  

Especially with retail crime making waves and growing more violent – 24% of retail workers in 2023 reported an increase in individuals loitering in the store, and 17% reported an increase in organized retail crime rings – all eyes are on fraud. But how can retailers combat return fraud accurately and efficiently? They need a user-friendly solution that makes it easy. 

With GK, retailers can set their own unique rules, including the ability to leverage artificial intelligence (AI) and allow the store’s point-of-sale (POS) to enforce them. 

The retailer decides the return policy rules 

For many retailers, the prospect of outsourcing fraud protection is intimidating. They lose control over the process and must rely on a third party to determine where the line is drawn when it comes to fraud. It is less visible and feels far less transparent. The good news is that with GK’s fraud solutions, retailers are able to establish their own set of rules. 

What do we mean by rules? Let’s say a retailer wants to implement a 30-day return policy on a specific item category. It can make that distinction in GK’s user-friendly system itself. After implemented, if the rule is violated, it will automatically trigger an alert and require an additional step, such as requiring managerial approval before the return goes through. 

The rules can also be turned on and off – and even adjusted – at the will of the retailer. For example, the 30-day return policy can be adjusted to 90 days or turned off completely around the winter holidays, when shopping and returns are much more prominent.  

AI enforces the return policy rules 

When a customer enters a store to make a return, it typically looks like this: the customer brings their receipt, the clerk scans it and marks it for return and the retailer’s system will validate that return. Should the system flag it as questionable, it will then trigger an action, such as a manager override. GK’s solutions, in particular, are also able to give the clerk a defined reason for any violation, which allows the clerk to communicate the reasoning clearly with the customer.  

It does not stop there, however. With AI added to the equation, the system is that much more fluid. 

AI can play a crucial role in preventing fraud by tracking and flagging patterns. Along with the rules that a retailer chooses to set, the technology can monitor customer’s overall behavior and analyze the patterns when one makes a return. For example, a customer may only have a couple of returns under their belt from the past five years, and then suddenly the customer tries to return a different item every day for a week. AI will flag that as unusual behavior and alert the store to take a specific action.  

GK’s AI solution – GK AIR – will also be able to create a fraud probability score for the customer. This score will help inform the retailer’s decision on whether or not to accept the return. 

A positive CX and protected store are not mutually exclusive 

In retail, the pendulum is constantly swinging between prioritizing the customer experience and protecting the stores from fraud and crime. However, it is important for retailers to find a balance.  

Efforts to fight fraud should not be at the expense of the customers, and return fraud prevention solutions can help keep the process effortless and intuitive, freeing up associates to provide excellent customer service while protecting the store in the background. 

Contact us today to learn more about how GK can help your business fight return fraud. 

Today’s retail landscape is riddled with a large variety of payment options, and it continues to grow as alternative payment methods enter the market, from Venmo and Cash App to the litany of “buy now, pay later” providers.  

Case in point: digital wallets like Apple Pay have taken consumers by storm. This year, according to research from Capital One Shopping, consumers use Apple Pay in 48% of in-store mobile wallet transactions – up 4.3% from 2023 – and over 90% of U.S. retailers now accept the method.  

Many of these new payment methods, including digital wallet options, are offered to customers with the promise of ease and convenience. However, for the retailer, increasing customer satisfaction for the long term takes so much more than offering options. Simply being quick to implement the latest payment method often doesn’t reap the desired rewards if there is no benefit to the consumer. 

What’s more, the average adult consumer uses more than four internet-connected devices over multiple platforms and channels. With so many payment choices and an abundance of devices to consider, it is no longer enough for a retailer to simply rely on the quantity of payment options, especially if it wants to differentiate itself. The competitive edge that retailers now must chase – above implementing new payment methods – is the payment experience.  

Here are two key ways for retailers to ensure that the payment experience they offer customers is up to snuff and focuses on more than the quantity of methods. 

1. Make payments quick and easy  

Oftentimes, the best experience for a consumer is the quickest experience. Being able to swiftly scan, pay and walk out the store door in just a few minutes can make all the difference for a retailer’s relationship with the customer. Why? Because convenience goes a long way. The same can be said for shopping online; no customer wants to be met with pop ups and error messages that keep them from crossing the finish line to purchase. 

Making payments available and accessible from anywhere allows retailers to ensure convenience for their consumers. For example, mobile payments empower customers to complete the checkout process anywhere, whether while they’re on the go or from the comfort of their couch. Scanless options like GK Go also give the customer the ability to view their carts in real time and the flexibility to choose how they check out.  

When customers benefit from shorter wait times and a more flexible checkout experience, their perception of the retailer is positive, and they will be more likely to shop again.  

2. Master security and compliance  

Even though it is invisible to the consumer, retailers must ensure that every part of the payment process is secure and compliant, because the consumer benefits. However, simply meeting compliance standards is not enough. Security and compliance must be mastered to truly support the myriad of touch points and methods that retailers should be offering. The good news is that, when executed properly, those factors will please consumers and keep them coming back.  

There are numerous touch points to consider and support, such as mobile payments, desktop PIN pads, Bluetooth mobile devices, Wi-Fi connected devices and more. With all the moving pieces, it’s essential to consider all security issues. That’s why GK has taken ample measures to ensure compliance with industry regulations, including certification for E2EE and EMV on multiple payment platforms and devices.  

Additionally, GK’s TransAction+ supports a myriad of channels, including over 40 payment processors and virtually all payment providers. On top of that, the solution accepts a wide variety of payment methods, like credit, debit, gift cards and today’s new payment vehicles like “buy now, pay later,” wallets and crypto currency.  

Retailers would not be able to provide customers the convenience of options and touch points if it didn’t have security and compliance mastered from the get-go, which is where GK can come in and support.  

The consumer experience is the priority 

In an industry defined by innovation and the “next big thing,” retailers would do well to stay true to the bigger picture at play: the experience. If the customer can navigate their payment journey with swiftness, ease and security, that ultimately sets the retailer-consumer relationship up for success in the long run.  

Reach out to us today for a consultation on how to optimize the payment experience for both you and your customers – we are here to help. 

• With JET, GK Software secures its first European client in the fuel industry.

  The two companies aim to transform JET stations into comprehensive mobility hubs where the changing needs of mobile people are met reliably and effortlessly.

  The full roll-out of GK Drive and JET is planned to be completed by 2026.

GK Software has successfully signed JET as its first European client in the fuel industry. This collaboration follows previous successful projects with other major fuel clients in the US with GK's point-of-sales solution for convenience stores and petrol stations, GK Drive, and marks a significant milestone for GK Software in expanding its European footprint in this particular vertical.

GK Software and JET will work closely to develop an innovative solution tailored to the unique aspects of the European fueling industry. This solution integrates stringent regulations, diverse local laws, and regional customs with state-of-the-art store as well as customer experience technologies, stemming from GK’s 30 years of experience in the retail landscape.

JET, in a bold move, is partnering with GK Software to significantly enhance customer satisfaction. JET aims to have mobile people simply better on the way. With a broad range of offers and fast service, consumer needs are met reliably and effortlessly.

On its part, GK Software will leverage insights from this project to further refine its GK Drive product and establish a robust European framework based on its proven success in the US. Over recent years, GK has consistently expanded its European as well as global footprint and has been leading in crucial categories such as global installations as well as overall customer satisfaction. For example, GK has been mentioned in the RBR Global POS Software Study 2023 as the number one in Europe for new retail POS installations as well as a leader for customer satisfaction for large vendors in the RIS Software LeaderBoard 2024.

CEO Michael Scheibner, under whose leadership GK has gained significant growth momentum since the beginning of his tenure in March 2023, comments winning the JET deal ‘with transformations in mobility, urban infrastructure and culture, customers will expect gas stations to not only offer commodities, but also to transform into convenient retail sites for on-the-go supplies and services. We are grateful for working with JET on the forefront of rethinking the consumer experience in gas stations with the help of our industry-leading solutions for unified commerce.’

‘With ever-increasing changes in the mobility sector, gas stations will not be a mere pit stop in the future, but rather a center where people expect a broader range of retail services. To cater to these changing demands, we are working with GK Software, a proven industry expert in retail technology´, says Georg Ober, Managing Director JET.

The initial pilot tests are set to be completed by 2025, with a full roll-out across Europe planned for  2026.

We are pleased to announce that GK continues to be an award-winning provider of AI technology for the retail industry. Recently, GK was honored with the RetailTech AI Solution of the Year Award from RetailTech BREAKTHROUGH. This award ceremony highlights the best retail companies, solutions and services worldwide, following extensive evaluation of a selection of the best global innovators.

Learn more about how GK has been leading the way in implementing AI-driven solutions for over 25 years.

What sets GK AIR apart?

GK's leading AI solutions are bundled in the cloud-based platform GK's Artificial Intelligence for Retail (GK AIR). When GK AIR was launched over two decades ago, it was the first AI-based solution portfolio specialized for retail applications.

The platform includes AI applications that support retailers at every customer touchpoint, including personalization, dynamic pricing, fraud detection and item recognition. These AI applications can be customized and are ready to use out of the box. Through self-learning algorithms that easily integrate with existing interfaces for POS, merchandising, ERP and CRM systems, GK AIR quickly turns data into business results. 

What results can retailers achieve with GK AIR?

Each of the GK AIR applications offers unique benefits to retailers.

GK AIR Personalization helps retailers increase their click-through rates, sales and margins by providing their customers with a personalized shopping experience. This AI solution fosters stronger customer relationships that enable retailers to stand out from the crowd. For example, fashion retailers achieve on average 2-3% higher sales through GK AIR Personalization.

GK AIR Dynamic Pricing provides a smart pricing solution that automatically suggests the optimal product price, allowing retailers to maximize profitability without deterring customers by overpricing. The solution incorporates internal and external market factors such as costs, stock levels, sales forecasts, competition and price elasticity into the price calculations. The solution also tracks the performance of these pricing decisions and adjusts them based on sales, revenue or margin targets.  Retailers using GK AIR Dynamic Pricing achieve on average 3-5% higher sales.

What do industry experts say about GK AIR?

The RetailTech BREAKTHROUGH award is the latest in a list of prestigious industry recognitions for GK AIR. In the IDC MarketScape for Worldwide Retail Price Optimization Solutions 2023 Vendor Assessment, GK was listed as a major player due to its AI solutionGK AIR Dynamic Pricing.

In addition, GK was ranked #1 for Customer Satisfaction among Large Vendors and Target Solution Providers and #2 for Software Reliability and Overall Performance in the 2024 RIS Software LeaderBoard due to its entire portfolio of industry-leading technology, including GK AIR.

How can you implement GK AIR?

GK AIR provides real-time, data-driven decisions so retailers can respond immediately to ever-changing customer expectations and market trends. With GK AIR, innovative retailers are always one step ahead of the changing industry, as GK AIR has been operating as a key player in artificial intelligence for over 25 years.

If you would like to know how GK AIR can transform your business and prepare it for the future, contact us to arrange a demo.

For over 30 years, we at GK Software have been pioneers in retail technology. Currently, we are working on integrating AI into grocery checkout processes with the aim of improving efficiency and enhancing the customer experience using advanced AI-driven object recognition.

AI on Peripheral Devices

Our AI technology, once fully developed, will enable image recognition directly at the checkout, operating offline and integrating seamlessly with master data information. This will reduce the reliance on extensive selection tables and speed up transactions, thereby enhancing the overall efficiency of the checkout process. Recent advancements in AI are leading us to develop precise, efficient, and resource-saving algorithms that can run on end devices without requiring server communication.

This ensures offline functionality and increases the robustness of the checkout system. With a in-depth understanding of operational processes and hardware requirements, particularly in grocery retail, we are designing solutions that meet the unique needs of retailers. Our extensive experience ensures optimal performance and integration of our technologies. The AI solution we are developing will support MacOS and iOS-based devices, showcasing our flexibility and commitment to accommodating diverse technological environments.

To learn more about our working in the field of AI-driven object recognition, read our brochure.

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Retail fraud and theft contribute to the $112.1 billion shrink problem – are retailers doing enough to protect themselves? 

In our last blog, we discussed the recent rise in fraud and crime impacting the industry and the variety of methods bad actors are taking. As retailers become increasingly concerned with fraud, they are turning to a variety of options to combat the challenge. For example, some retailers are limiting the hours of their self-checkout lanes to battle shrink while others have eliminated self-checkout lanes entirely at select stores.  

These attempts may reduce fraud, but they may also lead to decreased customer satisfaction; ultimately self-checkout lanes are designed to speed up the checkout experience and many shoppers prefer them to the traditional register. Instead of eliminating these valued customer touch points, retailers should turn to advanced technology that can identify and mitigate retail fraud across their online and brick-and-mortar stores.  

Here are a few data-driven routes retailers can take. 

Enhanced, Easy-to-Access Reporting 

With GK's Central Electronic Journal and Reporting function, retailers can easily view all transactions across stores, cashiers and customers. The tool compiles an extensive set of reports for internal and external loss prevention including receipts and signatures, which can be pivotal for case investigations. It also helps managers identify employee issues, like repeat mis-scans from cashiers or excessive employee discount use which may indicate a lack of understanding of store policies or sweethearting.  

By reviewing these reports regularly and investigating problematic patterns, retailers can reduce shrink and improve the speed and effectiveness of case investigations.  

Advanced Returns Policies  

Complex returns policies create room for fraud, whether intentionally or unintentionally. Retailers that rely on GK's Central Returns solution can ensure returns policies are consistently enforced across all channels. The solution allows retailers to create and remove limits on return policies. For example, during the holiday season, a retailer may extend the returns window from 30 to 90 days. When this change is reversed in February, cashiers and customers may accidentally take advantage of the policy, leading to return fraud.  

With Central Returns, a store associate is immediately alerted to a return that goes against current store policies and shown a recommended course of action, like preventing a return or seeking a manager to help override the alert and correct the situation. The solution also considers receipted or non-receipted, item type, customer history, original tender, return tender, sale date and more to determine the legitimacy of the return and suggest an approach.  

As a result, fraudulent returns are mitigated, and the store can protect its profits and inventory from misused policies and bad actors.  

AI-Driven, Exception-Based Recommendations 

Another approach to fraud protection is exception-based reporting. Our strategic investor, Fujitsu, offers a solution called Profit Protection that analyzes any POS transaction and store data for potential fraud by cashiers, SCO supervisors, employees or managers across all stores.  The solutions also connect to CCTV video to synchronize with any transaction. With Profit Protection, retailers can easily identify suspicious patterns via AI-driven heat maps and other graphics that alert the retailer to risks.  

This approach helps retailers find and resolve internal issues whether they're malicious (fraud/theft) or non-malicious (process issues). The holistic view of store processes along with visual evidence also increases the speed of prosecution or termination for bad actor employees.  

Smart Self-Scanning Fraud Prevention With Camera Vision 

Alternatively, if a retailer is up against an influx of fraud at the self-checkout kiosk, they can rely on our integration with camera vision solutions. This concept utilizes a camera and AI modeling to review self-scanning actions in real-time, catching issues like mis-scanned items, swapped barcodes, fake scans and more. If an issue is raised, a store associate is alerted, prompting an investigation. 

We showcased this solution during this year's NRF and were energized to see guests try to outsmart the solution--to no avail. They also tested the solution's age recognition feature, which helps cut back on fraudulent transactions from under-aged shoppers.  

Data-Driven Probability Assessments and Intervention 

To combat fraud at the self-checkout kiosk or on self-scanning devices without camera vision, retailers can implement GK AIR Fraud Detection. This solution relies on AI and a strategic scoring algorithm to review product data and customer history in real time to determine the probability of fraud. If the probability is above the retailer's pre-set threshold, the kiosk will require a rescan from the customer. If the issue is not resolved, an attendant will be requested.  

GK AIR Fraud Detection is designed to reduce shrink by correcting honest mistakes and deterring bad actors without costly hardware.  

Technology Makes Fraud Detection Goals a Reality 

Regardless of which technology a retailer chooses, they are working towards the same goals, including:  

1. Reducing fraud; 

3. Improving revenue and profits; 
4. And creating a safe and efficient shopping experience for loyal customers. 

As retailers strive to achieve these goals, GK is here to help. Reach out to us today for a consultation during which we'll discuss your fraud detection challenges and identify which solution from GK or our partner organizations is right for you.  

Retail fraud comes in many shapes and sizes, and it can be devastating to a retailer's business. In fact, according to the 2023 NRF National Retail Security Survey, U.S. retailers lost $112.1 billion to shrink in 2022, which encompasses theft, crime and fraud.  

Unfortunately, these problems are only getting worse. In 2023 Consumer Returns in the Retail Industry report, NRF found that the number of fraudulent returns, taken as a percent of total sales, rose by a shocking 18.9% between the last two calendar years.  

As a result of these trends, retailers are increasingly acknowledging retail fraud and seeking new ways to combat the growing challenge. Yet, as retailers implement prevention methods, the avenues that bad actors take further diversify and advance. Today there is no magic solution that will detect and deter every form of retail fraud every time.  

That's why retailers can't afford to limit themselves to a single approach to fraud detection. Instead, they should educate themselves on holistic fraud prevention, rely on their data and institute innovative technology. For some retailers, the right solution may include camera vision, while others may prefer exception-based reporting or AI-driven analysis.  

But before investing in the technology that reduces fraud, which we'll discuss in part two of this blog series, retailers must grasp the breadth of the fraud prevention challenge. Let's discuss the many forms of retail fraud contributing to the rise in shrink and the role data plays in mitigation.  

What Forms Does Retail Fraud Take?  

Retail fraud is a broad term. It encompasses many unique scenarios that add up to be incredibly costly for retailers. A few types of fraud include:  

• Transaction fraud – This occurs when a bad actor uses stolen credit cards or other payment methods to make a purchase.  
• Return fraud – This can occur in many ways including the use of counterfeit receipts, returning stolen merchandise, wardrobing, gift card fraud and more.  
• Loyalty fraud – This occurs when a bad actor manipulates the rewards of a loyalty program.  
• Sliding – This occurs when a cashier or someone using self-checkout slides an item passed the scanner while obstructing the barcode from view.   
• Price switching – This occurs when someone swaps the price tags on items of varying value.  
• Sweethearting – This occurs when a cashier shares a discount or opts not to scan a product, oftentimes for a friend or family member. 
• Organized Retail Crime – This is when fraud or theft takes place on a large, organized schedule. 

Regardless of which method a bad actor takes, retailers must find a way to identify and deter the action. This requires a holistic approach that relies on data to determine which touch points are high risk and what solutions will best deter the bad actors.  

What Role Does Data Play in Fraud Prevention? 

Fortunately, the recent rise in fraud is happening alongside an increase in the availability and reliability of data. Retailers can invest in technology that carefully monitors activity across the entire organization, catching errors in inventory, discounting, online claims and more.   

Having a well-connected business is critical to fraud detection, as it helps determine the root cause of shrink by eliminating extraneous circumstances and unknowns.  

First, the retailer must identify its unique high-risk areas for fraud. For some, this might be loyalty fraud at the point-of-return or self-checkout fraud in-store.  

After locating the biggest sources of fraud, retailers can begin educating employees regarding best practices for fraud detection. Employees should be made aware of the organization's plans to reduce fraud and they should be informed about the types of fraud to look out for. With the store teams on high alert, potentially fraudulent behavior can be identified.  

The next step in fraud prevention is to introduce a holistic technology stack that utilizes the data and protects key touch points.  

How Can Retailers Ensure They're Taking the Right Steps to Protect Their Business From Fraud?  

At GK, we help retailers interpret their data and we direct them to the right solution to create the best fraud detection strategy for their business. Whether it's advanced camera vision or the latest in AI-driven reporting, GK and its partner network are here to help.  

Reach out to us to fight retail fraud today. And, stay tuned for part two of this series, in which we'll dive into the fraud detection solutions within GK's and our partners' portfolios.  

GK Software, a global leader in comprehensive retail applications for real-time omnichannel business systems, today announced Follett Higher Education, North America's leading provider of collegiate retail and course materials, selected GK as its new cloud-based point-of-sale provider. This partnership will enhance reliability, improve technology integrations, and offer advanced service features for all Follett campus stores, fostering a better shopping experience for millions of students, faculty, alumni and college sports fans who shop with Follett.  

As the nation's leading college store operator, Follett caters to a high volume of Generation Z consumers. According to research from the International Council of Shopping Centers, these customers want an efficient experience, with 46% of Gen Z consumers stating that a quick and easy checkout is the most important factor in a good shopping experience. In addition, 39% cited the ability to get what they want immediately and 27% said quick and helpful customer service were top priorities.  

With these insights in mind, Follett is committed to exceeding Gen Z consumer expectations by creating a frictionless shopping experience at its over 1,000 stores across the U.S. and Canada. To achieve this goal, Follett sought a partner that could transform the company's POS and enable new touch points like self-checkout and bring your own device (BYOD) self-scanning. 

Follett selected GK to create a state-of-the-art and forward-facing experience across all its stores and pop-up shops. GK showcased its advanced capabilities along with enhanced flexibility and team expertise during the provider evaluation process. Follett will now rely on GK solutions such as OmniPOS (Mobile POS, Self Check-Out and Self-Scanning), Advanced Central Services, and TransAction+ payments to create a better purchasing experience for students and sports fans alike.  

"Our team evaluated a lot of great POS solution providers, and I was impressed by how GK's intuitive user interface, both online and on mobile, was paired with emerging technologies to ensure ongoing flexibility and innovation," said Emmanuel Kolady, CEO of Follett. "Yet for me, the real clincher was the GK team's ability to collaborate with us and develop customized solutions to meet the unique needs of our campus partners. We were seeking a true partnership from a company that would be with us for the long haul, and GK was the right fit."  

Thanks to this partnership with GK, Follett customers – students, parents, faculty, alumni and sports fans – will gain access to more point-of-service and check-out options, creating an even smoother shopping journey. In addition to the in-store environment, Follett will now be able to offer these expansive customer service touch points at pop-up events and stores inside sporting arenas. The ability to deploy and manage diverse point-of-service methods even when offline ensures Follett customers receive the same exceptional shopping experience anywhere, anytime.  

"Customers today expect a seamless, efficient customer service experience, and these expectations are elevated for a student who needs a book for an upcoming class or a sports fan looking to buy their favorite jersey during halftime without missing the action," said Michael Jaszczyk, CEO, GK. "We're thrilled to partner with Follett to help students and their families get the learning materials and team merchandise they need via the service touch point of their choice without waiting in lines."  

To learn more about how GK helps innovative retailers reimagine their point of service technology with unprecedented flexibility and efficiency, contact us today.

Virginia Alcoholic Beverage Control Authority, Virginia ABC, is a multidimensional state government authority that ensures the safe, orderly and regulated sale of alcohol across Virginia. With over 4,700 employees, 400 state-run liquor retail outlets and regulation oversight of 19,000 licensed businesses including, hotels, restaurants, wholesalers, event hosts and more, Virginia ABC generates $1.6B in annual revenue.  

Despite this success, outdated technology threatened to hold Virginia ABC back, especially at the checkout counter. This was a pivotal touch point for the retailer because the Virginia ABC stores have around 1,100 checkout lanes.  

After witnessing the success of other local businesses using GK's checkout technology, such as Lidl, Virginia ABC turned to GK to unlock technology that was the best business fit without requiring a costly hardware overhaul.  

Since connecting with GK in 2019, Virginia ABC has enjoyed a reliable partnership with a 30% reduction in the equipment necessary to operate the stores and 100% remote management capabilities. This means Virginia ABC stores were able to eliminate the need for in-store servers, reduce the number of handheld units and consolidate network devices. Ultimately, shoppers have enjoyed a consistently exceptional shopping experience, where their needs can be met efficiently every time.  

Upgrading Outdated Technology 

In 2019, Virginia ABC was working with eight technical systems that were well beyond an expected lifespan, including its point-of-sale (POS).  

Virginia ABC's previous payment process required many internal steps. When a credit card was used in-store, it was verified through a system that connected to a bank. If that middleman system was down, the store's entire payment process was disabled. This worst-case scenario experience left customers frustrated because they couldn't check out and blocked Virginia ABC from ringing up sales. 

Similarly, hardware malfunctions that occurred on a Friday would sometimes take until Tuesday to be resolved. For example, Virginia ABC relied on iPods as employee devices and common touch points for customer checkouts. Prior to working with GK, Virginia ABC customers and employees experienced 30-40 failed iPods per month due to their heavy use.  

In the wake of these issues, Virginia ABC sought a reliable technical footprint that could be seamlessly replicated across all stores. The authority wanted its technology to be in the same network in every store with remote management capabilities.

Once they engaged GK, Virginia ABC gained access to a secure and reliable partner capable of ensuring a low failure rate and a consistent shopper journey.  

Earning Exceptional Results 

Since integrating with GK OmniPOS and the authority's suite of retail technology, Virginia ABC has increased up-time, or time in which a machine is in operation, to 99.9%. Now, the authority is assured that stores will open on time and the technology will efficiently support operations. This reliability guarantees that shoppers will have a smooth and successful shopping experience every time they visit Virginia ABC. 

Since GK's solutions follow industry standards, Virginia ABC experienced a lower cost of training than previous integrations; the interface was intuitive for users who worked with other well-known POS systems. 

What's more, the authority previously experienced a 24-hour delay for inventory reporting, now it has its reports in minutes, reflecting accurate sales and inventory, due in part to GK's ability to provide data in near real-time to Virginia ABC's central systems.  

Virginia ABC estimates this reliable tech stack saves the authority over $300,000 a year. They no longer pay for expensive maintenance and support. If a rare issue does arise, Virginia ABC can solve the problem remotely within minutes, ensuring no sales are lost because of disabled systems.

Virginia ABC's integration with GK has decreased costs and headaches by creating a simplified store footprint template that benefits every one of the retailer's 400 locations.  

Creating a Strong Partner Network 

Not only did Virginia ABC create a strong relationship with GK in 2019 they also unlocked access to GK's exceptional partner network, which took the integration to the next level. For example, GK recommended Virginia ABC engage with Macro Integration Services, leading the authority to implement Zebra handheld devices, new switches, cameras, POS hardware, routers and more, all while cutting down on the number of devices required to keep stores up and running.  

By investing in a company like GK that has established relationships with other providers, the implementation process was smooth. And, if any issues did arise, the partners knew how to connect with one another to create a swift resolution.  

Paul Williams, chief information officer at Virginia ABC, attests that, "having partners that can do the work and do it well together has driven the high levels of success we foster in our stores."  

Continuing a Successful Partnership 

This is just the beginning of GK and Virginia ABC's partnership. The authority is interested in working toward increased transparency with a broadened use of shelf labels to automate pricing and QR codes to provide expansive product information.  

GK is committed to helping its partners continuously foster the best customer experience possible. To learn more about how we can take your online and in-store journeys to the next level, reach out to us today.