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OUTCOMES:
Like many other retailers around Australia and the world, discount variety retailer The Reject Shop (TRS) has been grappling with the impact of rising retail crime and loss. As an Australian household name with 390+ stores nationwide, it was imperative they keep their staff and customers safe while also providing value and great customer service.
However, they were finding their loss prevention (LP) processes too reactive and manual, they had little engagement from police regarding crimes in their stores, and no insight into the offenders causing them the most harm.
With protecting their staff and customers front of mind, TRS chose to partner with Auror to kickstart their LP transformation.
LP processes at TRS prior to partnering with Auror were ad hoc, manual, and reactive. This meant crime incidents often went unreported, it was difficult to track and measure outcomes and there was limited engagement with police and other external stakeholders.
Faced with these challenges, it was easy for TRS to see how Auror’s Retail Crime Intelligence platform could help revolutionize the company’s LP function. On top of providing a real-time feed of incidents within each store and empowering TRS to pursue offenders, it’s also incredibly seamless and quick to report crime events.
Our primary concern was the potential time commitment required for our store teams to file reports. We worried this might detract from their focus on customers. However, once we saw how intuitive and quick the reporting process was, these concerns were alleviated.
Scott McNair, Head of Central Operations
TRS uses several product modules within their Retail Crime Intelligence platform. With these modules, TRS staff are empowered with intelligence to accurately identify and connect the people impacting their stores. On top of this, the modules are also helping TRS build stronger relationships with law enforcement.
TRS rolled out Auror’s platform state-by-state over a period of six weeks, monitoring engagement levels and making adjustments to training or processes as they went.
“A Crime Intelligence platform like Auror equips you with the data to confidently make strategic and tactical decisions. It removes uncertainty, ensuring that your investments and initiatives are well-founded and measurable."
Reporting on Auror has been so seamless that TRS has seen a huge 1,790% increase in reporting since rolling out the platform. Previously, there might have been about 20 crime events reported a week. Since using Auror’s platform, that number has jumped to almost 380 events reported per week.
Staff are also spending 20% less time reporting an event, around eight minutes on each event, than they were previously.
Scott says, “We’ve seen so many recidivist offenders charged and banned from our stores that it’s difficult to single out just one notable success.”
They also have a deeper understanding of overall team engagement with loss prevention and say Auror has been ‘transformative’ in their efforts to combat crime committed in their stores.
Being able to collaborate with other retailers and police has been an invaluable part of using the Auror platform, enabling TRS to collaborate with others and help enhance the safety of their wider community.
“We’re proud to contribute to a unified effort against retail crime,” Scott says.
Partnering with Auror has been a critical first step for TRS in their LP evolution and they continue on their journey with confidence, real-time data, and the support of a network of like-minded retailers and law enforcement.
Our partnership with Auror has been transformative in our efforts to combat crime committed in our stores. We’ve witnessed a marked improvement in the effectiveness of both our loss prevention and store teams in addressing and mitigating retail crime.
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