Mobile point-of-sale (POS) technology is revolutionising retail and hospitality businesses worldwide. From bustling big-box stores to intimate boutiques and busy restaurants, many firms are turning to mobile POS solutions to enhance customer experiences and streamline operations. This shift is driven by the need to manage peak-time queues, personalise interactions, and adapt to changing consumer expectations. Let’s explore some of the ways this technology is reshaping the way we shop and dine.
Big-box retailers use mobile for busting peak-time queues
From Back-to-School to Black Friday and Christmas, the year’s busiest sales periods are driving retailers to deploy mobile POS solutions to better manage surges in footfall.
For many years, US big-box retail giants like Walmart, Target and Office Depot have equipped associates with handheld POS devices which enable them to serve customers anywhere in the store, including those waiting in long lines at the counter. This type of solution has since been adopted by other leading retailers in the U.S., such as American Eagle Outfitters and Petco, which aim to provide customers with more “seamless” in-store experiences.
Across the pond, the UK’s Marks & Spencer has launched an on-the-spot payment solution at more than 200 of its supermarkets. ‘Pay With Me’ store associates can use handheld devices to relieve queues at the checkout during their busiest periods, such as the run-up to Christmas.
Speciality retail provides an elevated in-store experience via mobile
In various countries across the globe, speciality retailers are pursuing mobile POS technology to enhance their interactions with customers.
Store associates at French lingerie chain Etam use POS smartphones, which – in addition to simplifying the checkout process – provide them with useful information about their clients, such as their purchase history and favourite items. Numerous fashion retailers have followed suit, such as Australia’s Munro Footwear Group and Canada’s Reitmans. Going one step further, the UK’s Mulberry and Sweaty Betty have done away completely with fixed POS terminals, with their store associates using Apple devices only.
These chains and many others, such as USA’s Faherty, Vince and UNTUCKit, are offering additional services like ‘endless aisle’ via mobile devices, enabling associates to sell items from their warehouse stock to customers at any store.
Restaurants seek cost-effective solutions to streamline operations
Our research highlights that hospitality accounts for two-thirds of mobile POS installations worldwide. Small and medium-sized restaurants, in particular, are investing in agile and cost-effective solutions which typically bundle POS hardware, software and payment services together. The largest providers of such solutions include Clover, Square and Toast.
As well as unifying their point-of-sale, payment and kitchen display systems, these solutions provide other functionalities like online ordering, team management, sales analytics and, crucially, integrations with third-party delivery platforms. Among the scores of quick-service restaurant (QSR) chains around the world using bundled solutions are Australia’s Fish Bowl, Japan’s Crisp Salad Works, the USA’s Diedrich Espresso, the UK’s Perky Blenders, and Canada’s Tapi Go.
Mobile POS technology suits fast-expanding chains
Expandability is another reason why so many QSR chains are pursuing mobile POS solutions. Numerous firms which boast hundreds of stores in the USA, such as Cinnabon, Kung Fu Tea and Dave’s Hot Chicken, have rolled out tablet-based POS systems across their growing franchise networks because they view them as easy to use and quick to deploy.
Citing the same advantages, Japan’s Hotto Motto has also deployed countertop POS tablets across its more than 2,700 restaurants – with several of the country’s other major QSR chains following suit.
It’s not only fast-food operators that are using mobile devices: many full-service restaurant (FSR) chains are arming staff with tablets or smartphones to deliver a more convenient and efficient table service. The USA’s P.F. Chang’s and Germany’s L’Osteria are among the many sizeable FSR chains which have deployed such solutions for this very reason.
The USA leads the way for mobile POS, but projects are popping up everywhere
The US mobile POS market is by far the largest in the study, but the technology is gaining traction among retail and hospitality chains across a multitude of other geographies. Multinational brands Adidas, AllSaints, The North Face, Samsonite and Scotch & Soda have rolled out mobile POS solutions across a variety of markets, ranging from Belgium to Brazil.
In Scandinavia, Norway’s Europris supermarkets and Denmark’s Matas drugstores have launched mobile POS projects to tackle long queues – as has Swiss electronics chain Interdiscount, which has rolled out 1,200 tablets to 180 stores. South Africa’s Great Yellow Brick and LEGO store franchisers in other countries have also introduced the technology.
Conclusion
An increasing number of retail and hospitality operators are investing in mobile POS, driven by the desire to manage queues, personalise customer interactions and streamline operations. In 2024, we’ve seen more major retailers turning to mobile solutions, including footwear giant Deichmann and hospitality titan Choice Hotels. As the market expands, we’ll continue tracking its evolution and impact across sectors. Watch this space!
This is just a snapshot of some of the trends in mobile POS we explore in our brand-new research. Learn more about the full coverage and deliverables available here.
