CVS Wants Customers to Use an APP to Open Locked Merchandise

CVS Health introduces a groundbreaking app feature allowing customers to unlock security cabinets in select New York stores, aiming to reduce wait times and enhance shopping experiences.

At a Glance

  • CVS launches app feature for self-unlocking security cabinets in three New York City locations
  • New feature aims to reduce customer wait times and improve shopping experience
  • App requires customers to be logged in, connected to store Wi-Fi, and have Bluetooth enabled
  • Expansion planned for 10 to 15 more stores, including 10 on the West Coast
  • Revamped app includes prescription management, appointment scheduling, and health information access

CVS Introduces Self-Unlocking Security Cabinets

In a move to address customer frustrations and streamline the shopping experience, CVS Health has launched a new app feature that allows customers to unlock anti-theft cabinets themselves. The innovative technology is currently being piloted in three New York City CVS locations, with plans for expansion in the near future.

The introduction of this feature comes as a response to the growing trend of retailers locking up everyday items to prevent theft, which has led to increased customer dissatisfaction. Tilak Mandadi, CVS Health’s Chief Digital, Information, and Technology Officer, acknowledged the issue, stating, “People really, really dislike locked cabinets.”

How the New App Feature Works

To use the self-unlocking feature, customers must be logged into the CVS Health app, connected to the store’s Wi-Fi network, and have their device’s Bluetooth enabled. This combination of requirements ensures that only authorized users can access the locked items, maintaining security while improving convenience.

“As a company, we are super focused on improving the health care experience,” Tilak Mandadi said.

The app not only allows customers to unlock cabinets but also provides a range of other features designed to enhance the overall healthcare experience. Users can manage prescriptions, schedule appointments, and access benefit information all within the same application.

Expansion Plans and Additional Features

CVS Health has ambitious plans to expand this technology to more stores across the country. The company aims to introduce the self-unlocking feature to 10 to 15 additional locations, with a particular focus on 10 stores on the West Coast. This expansion will allow CVS to gather more data on customer usage and satisfaction with the new system.

“Our working title was ‘the super app’,” Tilak Mandadi explained, highlighting the company’s vision for a comprehensive healthcare tool.

In addition to the unlocking feature, the revamped CVS Health app includes an AI-powered search function to help customers find products more easily. It also offers educational health articles and meditation exercises, further cementing CVS’s commitment to holistic healthcare services.

Addressing Retail Theft Concerns

The introduction of this technology comes at a time when many retailers are grappling with increased theft and shoplifting. While locked cabinets have been a common solution, they often result in a frustrating experience for honest customers who must wait for assistance to access needed items.

CVS’s innovative approach aims to strike a balance between preventing theft and maintaining a positive shopping experience. By allowing customers to unlock cabinets themselves through a secure app, the company hopes to deter theft while minimizing inconvenience to law-abiding shoppers.