Kmart Group and Everseen

Project Overview: Kmart has taken significant strides in loss prevention and customer experience through the deployment of Everseen fraud detection technology. Currently active in 101 stores, this innovative technology has become a cornerstone of Kmart Group’s FY25 shrinkage strategy, achieving remarkable results in mitigating loss and reducing customer-facing friction.
Achievements and Impact: The implementation of Everseen technology has set new standards for loss prevention within Kmart Group and has captured the interest of other Wesfarmers brands, with potential integration into their strategic roadmaps over the next 3-5 years. Key achievements of the Everseen project have included:
1. Successful Trial and Expansion:
o Everseen was trialled at Kmart Chadstone during FY2023, over a 14-week period. The trial resulted in interventions in 2.66% of all SCO transactions, leading to customer self-corrections or team member interventions.
o Following the successful trial, a business case was approved to deploy Everseen in an additional 100 stores, with deployment completed from October 2023 to March 2024.
2. Reduction in Shrinkage:
o Everseen technology has been instrumental in reducing shrinkage through the detection of missed and incorrect scans.
o Incremental revenue gains were achieved through customers paying for items that would otherwise be lost to shrinkage.
o Improved stock integrity was realized through accurate scanning of products.
3. Quantifiable Benefits:
o A review of the Everseen system since inception on “no scan” data shows a high shrinkage mitigation value and will deliver value to the Kmart Group in the tens of millions of dollars
o Future software upgrades are expected to provide further improvements in shrinkage recovery.
4. Operational Efficiency:
o Deployment of Everseen has eliminated the need for team member intervention on the first “no scan,” using a hard stop, reducing interventions and improving average checkout transaction times. This enhancement has led to a less invasive customer experience.
5. Industry Leadership:
o Kmart Group is a global pioneer in enabling Everseen’s vision capability in a department store setting at scale, demonstrating notable success both locally in Australia and internationally.
Summary: The Everseen technology project at Kmart Group exemplifies excellence in innovation, loss prevention, and customer experience enhancement. Its success has not only reinforced Kmart Group’s commitment to cutting-edge solutions but also paved the way for future expansions and industry leadership.