Enhancing Productivity at Ocado with Call Systems Technology
Ocado Retail is a leading British, technology-driven business and the world’s largest online-only grocery retailer. Founded in 2000, Ocado has spent over two decades redefining online grocery, operating a 50:50 joint-venture online supermarket with Marks & Spencer that reaches over 80% of UK households and serves more than one million active customers.
Powered by advanced robotics and artificial intelligence, Ocado’s highly automated customer fulfilment centres deliver industry-leading performance, including 99% order accuracy and food waste as low as 0.4%, well below the sector average.
To support its fast-moving warehouse operations, Ocado partnered with Call Systems Technology (CST) to deploy a robust wireless call button and pager communication system, enabling instant escalation of operational issues across complex warehouse environments. This collaboration has improved productivity, reduced downtime and strengthened real-time communication across Ocado’s fulfilment network, reinforcing its commitment to operational excellence and scalable, technology-led growth.
Overview
At Ocado’s warehouse, thousands of items are picked each day, with pickers working to a demanding target of 394 items per hour. Maintaining efficiency, effective time management and uninterrupted workflows is therefore critical.
Prior CST’s involvement, Ocado lacked an efficient way to escalate issues during shifts. When a fault occurred, pickers had to stop work and manually locate a manager, who would then contact an engineer. This multi-step process led to avoidable delays, increased downtime and disruption to picking targets.
The Approach
To help Ocado minimise downtime and improve communication, CST recommended a wireless call button solution designed for high-use, high-pressure environments.
Working to Ocado’s specifications, CST delivered a system that is:
- Simple and easy to manage
- Highly resilient, even in a metal-heavy warehouse
- Reliable, maintaining consistent wireless performance across the facility
- Long-lasting, with buttons capable of up to 50,000 presses, well above Ocado’s weekly demand
CST also supplied dedicated pagers for engineering and operational teams, ensuring critical alerts are received instantly across the warehouse without relying on fixed screens or manual escalation. To further enhance reliability, the AlarmCall system was deployed, using hubs and repeaters to deliver immediate, location-specific notifications to pagers, even in the busiest picking areas.
By integrating call buttons, pagers and AlarmCall, CST created a robust, end-to-end communication network, enabling Ocado to respond quickly to operational issues, maintain uninterrupted workflows, and maximise productivity across the fulfilment centre.
The buttons also feature:
- On-site, quick battery replacement
- Simple, intuitive operation
- Wireless call buttons paired with pagers, delivering alerts to engineers and managers without delay
“Ocado chose the CST product because it has tried-and-tested, robust and resilient products that can work in a harsh, fast-paced environment. The system is used every hour of every day and had to withstand constant usage. CST responded quickly to the initial enquiry, tested various button options, and selected a robust solution with high usage between battery changes. They achieved good coverage and provided GEN2 data monitoring software, enabling our production managers to measure the success of the system.”
Dean Williams
Operations Manager
Ocado
The Installation
The system was installed across three picking areas within the warehouse:
- Two ambient picking lines, where items that can be stored at room temperature (such as dry groceries and household goods) are picked
- One chilled picking line, dedicated to temperature-controlled products such as fresh food and dairy
This ensured reliable communication support across both standard and refrigerated sections of the operation.
In total, the deployment included:
CST’s AlarmCall technology is designed to prevent data collisions that can occur during multiple transmissions. By transmitting only when the air is clear, messages are delivered reliably, even during periods of high activity.
GEN2 Reporting & Operational Transparency
In addition to the call button infrastructure, CST installed GEN2 data monitoring and reporting software, providing full visibility of communication activity across the the large warehouse. GEN2 enables Ocado to:
- Track every call button activation by device, location, and picking area
- Capture system messages
- Analyse communication patterns to identify recurring issues
- Review critical events and system usage with complete transparency
Outcome
The introduction of CST’s call button system delivered four significant operational benefits:
Faster Issue Escalation
Pickers can instantly alert managers or engineers to faults without leaving their workstation, enabling faster coordination and response. Alerts go directly to pagers, ensuring immediate awareness.
Reduced Downtime
By removing the need for manual escalation, engineers are notified immediately and can respond more quickly to issues. This faster intervention helps restore picking lines, minimising disruption and maintaining operational flow.
Improved Productivity
By eliminating time spent locating managers and engineers, Ocado reclaimed up to 500 productive hours per month. This capacity increase boosted pick rates by 200,000 additional items per month, helping consistently meet shipment-per-employee targets and support growth.
Data-Led Operational Insight
GEN2 reporting gives Ocado full visibility into warehouse communications, enabling managers to track usage, critical events, and response efficiency across teams. This insight supports continuous improvement and scalable operations.
FAQs:
What is a Call Button system?
A simple wireless communication tool that allows staff to instantly alert colleagues at the press of a button.
Is the CST Call Button and Pager Communication system easy to maintain and manage?
Yes. The solution is simple to operate, supports quick battery replacement, and is built for long-term reliability.
Is the Call Button system suitable for busy warehouse environments?
Yes. It is designed for high-use, high-pressure operations and can be tailored to perform reliably across a wide range of environments, including metal-heavy and refrigerated areas.
Who receives the alerts from the Call Buttons?
Alerts are sent directly to dedicated pagers or two-way radios.
Can the Call Button and Pager Communication system help reduce downtime?
Yes. Instant alerts enable faster escalation and response, helping to minimise disruption and maintain productivity.
What is Gen2 software?
Gen2 is CST’s modular incident management and reporting platform. It integrates with existing systems and can be deployed in stages to suit operational requirements.
Featured Product
Mounted to tables, walls or self-contained bases, call buttons are easily accessible to make the guest experience as easy as possible. Perfect for areas that aren't always manned. It offers the benefits of happier customers, faster service, higher turnover and greater profits.
