House of Spells is a one‑stop fantasy store that offers merchandise from popular fantasy TV and film franchises. With branches in central London, Liverpool and Stratford-upon-Avon, House of Spells thrills patrons with an immersive experience that offers fandom merchandise in an environment that looks and feels like a set from Harry Potter or Game of Thrones.
Providing an excellent in‑store experience with reliable communication and AI theft detection
Key takeaways
Requirements
- Real‑time hands‑free in‑store communication
- Clear and reliable coverage between multiple levels
- Automatic theft detection
Solution
- Hands-free DECT headsets
- AI theft detection software
- Integration with existing cameras
Results
- Thefts reduced from 4 to 1.5 a week
- Improved customer reviews
- Clear and reliable communication
Challenges
Situated in the heart of London not far from Oxford Street, House of Spells wows its visitors with its imposing Gothic features and high ceiling. But the dramatic store design does more than impress, it divides store associates over three distinct floors: the main floor, downstairs warehouse and mezzanine, creating a barrier for efficient communication.
The store tried different communication tools to connect staff but Martin Velev, Head of Marketing at House of Spells, recalled that they failed to work properly in the store’s unusual layout.
When it came to the other devices we were using in the past, some walkie‑talkie services, the communication wasn't reliable, especially when it came to the different floors. For example, if someone wanted to speak to the warehouse floor from the mezzanine floor the communication was really not good.
Martin Velev
Head of Marketing, House of Spells
The lack of communication also made it difficult to spot and react to theft attempts in the store, which unfortunately were quite high. “Before having x‑hoppers, we did have around four clear theft attempts per week in store,” Martin explained. “After identifying this number we asked our shop assistants to be a bit more vigilant to take care of potential theft attempts. And that number gradually went down to 2.5 — but at the cost of customer satisfaction.”
With the increased associate attention, customers began logging complaints on review websites, stating that they were uncomfortable being watched and followed. Unfortunately, the store noticed that its sales were suffering as a result.
Clear communication and notifications on every floor
Determined to improve the in‑store experience, House of Spells needed to find a solution that would both connect the team and automatically detect theft.
Luckily, they discovered that not only could x‑hoppers integrate its AI theft detection software into the store’s existing camera system but that its DECT (digital enhanced cordless telecommunications) technology could connect associates and send them theft notifications regardless of the floor they were on.
With x‑hoppers, “all shop assistants receive a notification about a potential theft in your store,” explains Martin. “And as a team, they can go to the place of suspicion and make sure that the theft doesn’t happen or if it has happened they can at least catch the thief.”
In addition to helping the store enact a more customer-friendly anti‑theft policy, the x‑hoppers headsets provided an intuitive interface that made it easy for store associates to use the system from day one without additional training. Finally, House of Spells had the tools they needed.
Results
Since implementing x‑hoppers, Martin has seen not only a reduction in theft but a marked improvement in the London store’s performance.
“Now with the x‑hoppers system, we have 1–1.5 theft attempts a week on average,” shared Martin. “And since implementing the system we haven’t received a single negative review, regarding people feeling watched or followed in the store.”
Customers haven’t just stopped leaving bad reviews, they’ve also started spending more in the store, thanks to the positive attention they’re receiving from staff members. The store associates are “greeting the customer in a different way now that they can focus more on what really matters — sales”, highlights Martin.
Satisfied with the solution, House of Spells plans to roll out x‑hoppers to another store, with Martin happy to give his seal of approval.
“I would recommend x‑hoppers to other retailers for many reasons. One, you have a reliable AI theft detection system that does the job for you almost entirely. Two, it doesn’t really matter where you are and who exactly you want to reach the communication is clear and reliable and the actual sound is very, very crisp.”
