Heron Foods has rolled out an in-store communications platform from x-hoppers across its UK estate, covering more than 340 stores.

The system combines wireless headsets with a mobile app to link shop-floor staff, back-office teams, regional field representatives and head office. The retailer says the move has improved communication between stores and managers, while supporting operations and staff safety.

Established in Hull and employing about 6,000 people, Heron Foods has also integrated the platform with its existing StaffSafe security system. That allows staff to access a helpline through the headsets during in-store incidents.

The deployment comes as retailers face rising levels of crime and abuse in stores. Figures cited by the companies show shoplifting incidents have risen by 133% over the past five years, while abuse against retail workers remains four times higher than before the pandemic.

The platform also gives area and regional managers a direct communication line to store teams through the mobile app. Smart notifications have helped create more consistency in store processes and compliance, according to Heron Foods.

Store safety

The StaffSafe integration is designed to give workers real-time verbal and visual contact during incidents. Heron Foods says this has helped colleagues feel more connected and safer on the shop floor.

Retailers are investing more heavily in tools aimed at reducing risk for frontline workers as concerns over theft, violence and verbal abuse continue to grow. Communications systems that can quickly connect employees with managers and security teams are increasingly part of that response.

At Heron Foods, the headset rollout replaced an earlier communication setup. The newer system offers broader links with internal systems and field-based teams than the previous arrangement, the retailer said.

“The headsets extend functionality beyond our previous solution, improving team collaboration, enhancing CX with prompt service and increasing colleagues’ sense of safety,” said Jon Newson, Head of Information Technology at Heron Foods.

Newson said the retailer also values the way the platform connects with other parts of the business.

“The real value we see from x-hoppers extends beyond just colleagues talking. It’s the deep integration with [our] systems, the field-based communication and collaboration it enables, and how it aligns with our future roadmap, [which] makes it incredibly powerful,” he said.

Operational link

The platform is designed to route messages to specific teams at specific times, according to information provided by the companies. That structure has helped improve the speed and consistency of communication across Heron Foods’ store network.

The retailer is also examining whether to add more artificial intelligence functions to the headsets. These features would allow staff to check live inventory, access procedural guidance, and handle customer questions and technical issues through voice prompts.

That reflects a wider push among retailers to put more digital tools directly in the hands of frontline staff rather than relying only on fixed terminals or back-office support. The aim is to reduce delays on the shop floor and help workers respond faster to customer requests.

x-hoppers, part of Wildix, sells communications tools for retail stores. The company said Heron Foods has used the system to create more consistent communication across different layers of the business, from frontline staff to managers.

“Bricks-and-mortar success depends on seamless service, underpinned by intelligent, real-time information and clear cross-team communication,” said Graham Dixon, CTO at x-hoppers. “With unified store connectivity, Heron Foods has unlocked the personalised and consistent communications that deliver across every layer of the business, supporting CX, team cohesion and colleague safety.”