Company Description – Algonquin Outfitters is a well-established outdoor retailer serving customers across the Algonquin and Muskoka regions. With its Huntsville store located near the boundary of these two major tourist areas, the business benefits from a diverse customer base and a product mix that reflects the needs of both regions. Algonquin Outfitters offers a wide range of outdoor equipment, apparel, and accessories for visitors and local outdoor enthusiasts, supporting activities throughout the year and contributing to the region’s tourism economy.

Project Description – As the business expanded across multiple departments and product categories, supporting customers throughout the large, multi-level retail space became increasingly complex. Staff often needed to move between floors, access multiple systems, and search across different resources to confirm product specifications, inventory availability, special orders, and warranty information. These fragmented processes increased service times and made it more challenging to provide immediate, personalized assistance on the sales floor.

Through the Retail Modernization Project Grant, Algonquin Outfitters implemented on-floor digital information kiosks strategically positioned throughout the store. The kiosks provide staff with real-time access to inventory information, product details, brand resources, special order tracking, and service workflows, allowing employees to assist customers more efficiently without leaving the sales floor.

Project Impact – The modernization has improved service consistency, reduced time spent navigating multiple systems, and enhanced the customer experience through faster and more informed interactions. Since implementing the kiosks, Algonquin Outfitters has seen an almost 2 per cent improvement in its in-store conversion rate, although the business cannot definitively attribute this increase to the kiosks. Special orders have also increased by 1.5 per cent, primarily for technical products such as bikes and watersports equipment.

Staff have also noted that the kiosks have made it easier to serve customers without leaving the sales floor, supporting a more efficient and responsive retail experience. By equipping employees with accessible digital tools across its multi-level storefront, Algonquin Outfitters has strengthened operational efficiency, supported employee productivity, and reinforced its position as an independent retailer within Ontario’s outdoor recreation and tourism sector.

“As a smaller independent retailer, the RMPG grant has given us the support to make meaningful improvements to our customer experience. Our in-store kiosks allow us to serve customers more completely and efficiently, while maintaining the personal service that sets us apart. It’s been an important step forward for our business.” — Chris Bosworth, CMO, Algonquin Outfitters