Dover, Shell Introduce Self-Checkout Kiosk

Netherlands test results in shorter queues, improved customer experience.

February 18, 2020

AUSTIN, Texas—Dover Fueling Solutions, a provider of fuel and convenience-store technologies, has partnered with Shell Oil to co-develop a self-checkout kiosk now being used by several Shell stations in the Netherlands, Dover reports.

Shell wants to reduce queues and improve customer experience. Dover’s DFS Self-Checkout Kiosk lets customers scan for their own fuel, as well as in-store products, making purchases in a single transaction.

After testing the technology in kiosks, Shell plans to extend the solution to stations with deli/bakery service and hopes to roll out the system to its motorway service stations later in the year.

"We were able to fully trial the kiosk in just eight short weeks,” said Christel Boevé, marketing channel and insights manager for Shell, leader of the project.

Shell customers have the choice of being helped at the checkout counter or managing scanning and checkout themselves. By allowing consumers to take charge of their fuel and convenience purchasing experience, Shell employees have greater flexibility in their roles and can serve guests in a more personal way, Boevé said.

One Shell station employee, Lynn, has been heavily involved in the project from its start. "Fewer and fewer people who visit Shell bakery service stations want to pay for refueling alone,” she said. “A long queue is a frustration for many guests, especially when they don't have a lot of time. Self-scanning is a huge advantage for both the customer and the Shell network.”

“Our new self-checkout solution, developed in an agile way with Shell, is delivering the ultimate enhanced customer experience and will help the station owner to improve throughput and reduce their operational cost,” said Kurt Dillen, vice president of business development for Dover.