Marks & Spencer (M&S) is rolling out self-help tools, including process descriptions and videos, to enable its staff to deal with in-store device issues without direct support from field engineers.

New “self-healing” software will also be applied to in-store devices, including self-checkout technology or self-order terminals, which means systems can detect a problem and independently start a process to rectify it, for instance, by automatically restarting.

Additionally, staff will be given a new process for incident logging where they can push a button on a device that has an issue instead of initiating a complex ticketing process on a separate computer that is located in the back office.

The move is part of a four-year expansion of its existing partnership with Diebold Nixdorf, which has provided the company with hardware services since 2019.

The deal includes support services for the entire store estate; managed services for self-checkout technology and self-order terminals at the retailer’s digital cafés; implementation services for M&S stores and distribution centres; and software services.

M&S also plans to implement remote management of IT devices in a bid to reduce the reliance on staff calling for support.

"With a clear focus on automation and staff self-help, we are helping M&S achieve important objectives, such as reduced reliance on the helpdesk and improved staff efficiency," said Ben Gale, senior vice president & managing director, EMEA and APAC retail sales management at Diebold Nixdorf.

Last month, M&S said it would install self-service checkouts in changing rooms across its 180 clothing stores, allowing shoppers to skip double queuing when trying on clothes.

According to The Telegraph, the British retail giant plans to implement the technology in more than 100 stores by early 2028, with 28 locations already equipped with the new system, including its flagship Fosse Park store in Leicester.

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