Marks & Spencer rolls out interactive, self-service terminals across high street stores

Marks & Spencer is rolling out new self-service terminals in its high street stores, which allow customers to browse for products held either in-store or online as well as pay for goods with Chip and PIN.

The Polytouch screens have been supplied by retail and and banking solutions company, Wincor Nixdorf, in collaboration with Pyramid Computer.

As of November 2013, approximately 700 Polytouch kiosks in 32in and 22in format have been deployed. These next generation kiosks are expected to provide an even more convenient shopping experience by reducing queue times and further improving customer service, said Wincor Nixdorf.

Polytouch is an all-in-one multi-touch system and claimed to be an ideal platform for interactive applications.

The Polytouch device allows customers to browse for products held either in store or online, and is the first Polytouch screen interface in the UK to be equipped with integrated Chip and PIN to PCI DSS standards; allowing customers to safely pay for their purchases instantly.

Intelligent modular design has enabled previously deployed 32in units to be field upgraded from MSR to Chip & PIN technology, while new 22in units are shipping with Chip & PIN as standard.

Marks & Spencer said it is using the terminals to make the in-store shopping experience more convenient for customers by allowing them to move more freely between shopping channels and make payments as smoothly as possible. Wincor said it has utilised its substantial project management and quality assurance experience to help M&S develop and de-risk this first-of-a-kind in-store technology.

Kyle McGinn, head of M&S new channels and digital labs, said: “Our goal is to be the best of M&S in every store and these kiosks do that in a convenient and practical way, whilst also providing inspiration and choice. We’re encouraged with the customer feedback we’ve received so far and the performance we are getting from these devices.”

The Polytouch is a multi-channel solution that offers an innovative and interactive customer experience, designed to increase sales and interaction with the Marks & Spencer website.

Martin Smethurst, head of retail at Wincor Nixdorf, said: “The terminals allow the brand to offer an extended range of items, online as well as in-store, and more detailed product information at the point of sale. We are delighted that M&S chose us as they recognised the added value of dedicated quality assurance resource on the Polytouch product, and the full time project management we could provide. We hope all this will help M&S deliver the best retailing experience to its customers.”


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