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North Country Case Studies

Metcalfe’s Market Thrives in the Digital Age

How a Historic Minneapolis Institution Modernized Operations While Preserving 83 Years of Tradition
A Success Story of Seamless Self-Checkout Integration Through Strategic Partnerships with Toshiba, North Country Business Products, & LOC Software

Metcalfe’s Market, a longstanding family-owned market, has been a pillar of its community for over a century, embodying the essence of “local” as both a physical presence and a personal ethos. With a commitment to customer satisfaction at its core, Metcalfe’s Market maintains an extensive selection of over 3,500 local foods and incorporates local and organic ingredients across all prepared offerings.

Metcalfe’s Market values its vendor partnerships, recognizing their integral rolein enhancing the overall customer experience. Operating three stores across two cities and employing over 500 individuals, Metcalfe’s dedication to locality and quality remains unwavering.

The Challenges

1. Future-proof technology at all locations to meet the needs of their customers today and beyond.

A big focus for Metcalfe’s Market is how they future-proof their store technology to adapt to evolving customer demands. Balancing the integration of innovative solutions while maintaining a personalized shopping experience is crucial for meeting the diverse needs of their clientele. Navigating the landscape of self-checkout, online ordering, contactless payment options, and seamless in-store

A big focus for Metcalfe’s Market is how they future-proof their store technology to adapt to evolving customer demands. Balancing the integration of innovative solutions while maintaining a personalized shopping experience is crucial for meeting the diverse needs of their clientele. Navigating the landscape of self-checkout, online ordering, contactless payment options, and seamless in-store experiences remains central to Metcalfe’s strategy for staying competitive in the dynamic retail market.

2. Identify and implement operational efficiencies: labor reduction, increased productivity, and enhanced customer experience.

In addition to the challenge of future-proofing the company, Metcalfe’s Market is also trying to find the best way to maintain its unique identity and customer experience while scaling up its operations.

Implementing new solutions brings the task of integrating technology seamlessly into their established processes without disrupting the personalized service they’re known for. Balancing growth with maintaining operational efficiencies requires Metcalfe’s Market to continuously innovate and adapt to the evolving demands of the market.

Client Testimonials

The evolving landscape of grocery retail technology requires adaptability at its core. As the pace of change accelerates, consumers increasingly expect versatile technology options across all shopping channels – be it traditional point-of-sale, self-checkouts, online platforms, with or without rewards programs. It is imperative to partner with industry leaders like Toshiba, NCBP, and LOC Software, who stand at the forefront of technological innovation. Their ability to tailor solutions that seamlessly integrate with our customers’ preferences is crucial in our technology journey.”

Tim Metcalfe
PRESIDENT OF METCALFE’S MARKET

The Solution

Metcalfe’s Market successfully navigated the challenges of future-proofing their independent grocery stores by partnering with North Country Business Products, Toshiba, and LOC Software. In 2016, they strategically implemented self-checkout (SCO) systems across all locations to enhance customer experiences while adapting seamlessly to the evolving retail landscape. The onset of the pandemic underscored the value of their SCO infrastructure, enabling Metcalfe’s to swiftly and safely assist customers and backfill the void caused by the lack of cashiers available during the pandemic.

Recognizing the increasing preference for self-checkout, the company expanded its SCO lanes in 2023, leveraging data-driven decision-making from Toshiba’s Self Checkout System 7.

Integrating loyalty programs and technological advancements showcased Metcalfe’s commitment to customer satisfaction. Adding the Self Checkout System 7 solution further improved efficiency, reducing queue lines and solidifying Metcalfe’s position as an industry leader dedicated to leveraging technology
to benefit their business and customers.

The Result

Metcalfe’s Market achieved notable success by strategically implementing SCO solutions, demonstrating a commitment to enhancing customer satisfaction and staying at the forefront of retail technology. The seamless integration between LOC
Software and Toshiba’s point-of-sale and self-checkout systems, facilitated by Toshiba Diamond Business Partner, North Country Business Products, played a pivotal role in Metcalfe’s ability to adapt and excel.

North Country Business Products has hundreds of Toshiba self-checkouts installed today with LOC Software. Their expertise was key to the success of Metcalfe’s Market’s total solution implementation.

Over the years, SCO usage at all locations continued to increase, reflecting positive customer reception. In response to growing demand, Metcalfe’s Market expanded its self-service infrastructure in 2023, adding eight additional SCO lanes across all three of their stores and introducing Toshiba’s Self Checkout System 7 with models that give shoppers even more payment options when checking out of the store. This upgrade streamlined daily accounting processes and significantly reduced queue lines, leading to a better overall customer checkout experience.

Metcalfe’s Market successful adoption of Toshiba’s self-checkout solution marked a significant milestone, showcasing its dedication to leveraging cutting-edge technology to streamline operations and elevate service standards. The integration of the APPCard loyalty program further demonstrated seamless collaboration with vendor partners, providing customers with additional incentives and fostering a stronger connection.

Metcalfe’s forward-thinking approach, focusing on the future of customer shopping experiences, solidifies its position as an industry leader dedicated to continuous improvement and exceptional service delivery. By embracing technological innovations and proactively adopting future enhancements, Metcalfe’s Market remains committed to revolutionizing the checkout experience and leveraging technology

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Jeff Zimmerman
Director of Grocery Sales

As NCBP’s Director of Sales, Jeff focuses on building relationships with our Grocery/Retail customers, partners, and associates. He holds a deep belief that personal connections are an integral part of everyone’s success in business.

Jeff began his career in wholesaler management and as a general manager of an independent grocery chain. His retail expertise helped him quickly achieve sales success and grow our business at NCBP, and he now leads the continued success of our entire sales organization.

Kirk Benson
Director of Hospitality Sales

With 20 years of food and beverage technology experience, Kirk helps our customers deliver excellent hospitality and dining experiences while optimizing their business operations and financial performance.

Kirk leads the NCBP Hospitality sales team and builds relationships with partners to bring new technology solutions to hospitality and hotel industry clients across the U.S. He is a devoted supporter of the local restaurant and craft beverage scene, and he actively participates in industry groups and events.

Monica Laurent
Director of People and Culture

Monica joined NCBP in 2020 with over twenty years of leadership experience and is deeply committed to the associate experience. She is refining the company’s talent strategy with an emphasis on engagement, inclusion, and leadership development. Monica has earned her SPHR and SHRM-SCP certifications, is an active member of several HR associations, and volunteers for Twin Cities R!SE.

Matthew Swanson
Vice President of Operations

As a technology leader, Matt helps our associates, and our clients tackle their toughest business challenges. Matt has held several roles at NCBP and has focused on numerous process improvement, operational excellence, cybersecurity, and strategic technology initiatives.

Matt’s approach to leadership strives to balance a tenacious focus on results against making sure associates and their families are well-cared for. He is passionate about his family, and endeavors to build a team that allows his associates the space to achieve results while also achieving their desired work-life balance and personal objectives.

Before joining NCBP in 2008, Matt worked with MICROS Systems with their Leisure and Entertainment team. He holds multiple technical, project management, and process improvements certifications and advanced degrees focused on helping him build successful teams and drive results.

Over his career, Matt has worked with some of the largest operators in the industry and around the world, is passionate about helping them design and implement technology solutions that help achieve their goals, and has presented at multiple conferences and seminars on related topics. Matt also serves on the boards of directors of multiple industry and community organizations, and volunteers actively in the community.

Mark Olson
Board Member

Mark is a seasoned executive with extensive experience in technology and automation industries, most notably for his impactful leadership as President (1988-2014) and later President & CEO at APG Cash Drawer, LLC until his retirement. His multifaceted career demonstrates both technical expertise and strategic vision, leaving a lasting impact on the companies he has served and the industries he has influenced. Mark has brought his valuable insights to North Country as a board member since 2010.

Chelsey Paulson
Board Member

As a Culture Strategist & Business Growth Guide at Keystone Group International, Chelsey previously led North Country’s HR Team and has remained a dedicated Board member and ESOP Trustee. With experience chairing two boards and active participation on three, Chelsey brings her passion for creating lasting business impact through Strategic Foundation and Growth Strategy, Culture Evolution, Leadership Academies, and Executive Coaching. Her superpower of positive energy and commitment to continuous learning helps push North Country to break through growth ceilings and reach new heights.

Bruce Mann
Board Member

With over 45 years of management experience in the POS and Transaction Processing industries, Bruce brings exceptional expertise in operations, HR, product development, exporting, importing, multi-level distribution of hardware and software, marketing, business development, electronic payments, M&A, loyalty programs, integrated electronic payments, and integrated coupon programs. As one of the original Retail Solution Provider Association vendor BOD members, Bruce has been a frequent contributor to industry publications and presenter at industry events, in addition to serving on several NPO Boards.

Jim Freed
CEO and President

Driven by hands-on experience with technologies and his dedication to the people who use them, Jim cultivates a vision, organization, and work environment to enable our associates and customers to succeed and thrive.

Jim served in several key technology, service, support, and operational roles before becoming CEO and President of NCBP. He is a member of multiple partner advisory boards and enjoys fostering relationships, sharing best practices, and staying on top of industry trends.

Jandi Ketelsen
Sr. Director, Financial Services and Administration

During her more than 25 years at North Country, Jandi has worked across every facet of the organization’s accounting and financial systems, advancing to her current role as Vice President of Finance & Administration. 
 
An employee owner, she drives process improvement, strategic planning, strong partnerships, and associate development. Jandi’s business acumen includes leading cash flow, budgeting, inventory management, business operations, and North Country’s ESOPs. She is most proud of the team she has built and is especially passionate about the ESOP—where everyone has a stake in the outcome—and the culture it creates.