Retail resilience: Technology strategies to combat organized theft

During the holiday season, retailers welcome a surge of shoppers searching for deals or perfect gifts for their loved ones. Unfortunately, this spike in business activity also increases the risk of organized retail theft (ORT), where criminal rings exploit the busy atmosphere to steal large quantities of merchandise. According to the National Retail Foundation, there has been a 93% increase in the average number of shoplifting incidents per year since 2019.

While these incidents pose severe consequences for retailers, many cases also go unreported. In fact, a Forbes Advisor survey of 600 business owners revealed that 56% chose not to report retail theft because they believed the process would be too time-consuming. Additionally, 34% felt that involving law enforcement would not yield results.

One issue is that Emergency communication centers (ECCs) and law enforcement agencies are prioritizing high-impact community emergencies to ensure maximum public safety with limited staffing. A National Emergency Number Association (NENA) study shows that 82% of ECCs are currently addressing staffing challenges, with an average 25% vacancy rate across the United States and Canada. This focus creates opportunities for strategic investments that will further broaden responsive support, including for ORT cases.

Law enforcement and retailers can work together proactively to overcome ORT risks and deter criminal activity. Today’s technology can help by improving processes and strengthening communication between agencies and businesses. Below are three strategies that leverage innovative solutions to combat ORT and foster better collaboration between police agencies and businesses.

1. Streamlining incident reporting

Due to the high volume of both emergency and non-emergency calls occupying ECC lines, retailers may experience extended wait times that can lead to frustration and underreporting. Online incident reporting systems instead allow businesses to submit reports quickly — without waiting on hold. Reporting parties can even upload digital evidence, such as surveillance video footage, to assist officers with their cases. This process improves the quality of service for businesses and frees up officers to focus on investigations instead of paperwork.

Advanced non-emergency reporting tools now leverage conversational AI to guide community members through the submission process using natural language vs. law enforcement-centered terms. This approach helps ensure accuracy and compliance with regulations like the National Incident-Based Reporting System (NIBRS) in the United States or the Canadian Centre for Justice Statistics (CCJS) in Canada. Users can describe incidents in their own words instead of filling out long, confusing forms. The system will process the conversation and ask clarifying questions to compile a complete and compliant report.

2. Improving data sharing

Once reports are approved and assigned a case number, they are integrated into the agency’s record management system (RMS) and shared with relevant task forces and officers. Retailers can consider partnering with local agencies to introduce dedicated loss prevention officer (LPO) portals for more seamless information sharing when reporting and providing evidence in ORT cases.

An LPO portal provides a single location for quick theft report entry using pre-built templates to capture relevant information to file a NIBRS- or CCJS-compliant report. The templates may include fields for an itemized list of stolen goods and their total value. LPOs can directly upload all incident-related documents, photos and videos through the portal as supporting evidence.

On the agency side, officers receive automatic notifications when new reports enter the system. Officers can immediately download all submitted evidence and dedicate their time toward proactive solutions rather than spending hours following up on evidence. Using data to spot trends and working with adjacent agencies strengthens collaboration, leading to more just outcomes.

3. Strengthening victim notification and communication

Building trust between retailers and law enforcement starts with transparent and consistent communication. Victims can understandably feel frustrated when they don’t know when officers will arrive, the status of their investigations, or what steps are being taken to resolve their case.

Automated victim notification systems bridge this gap by providing regular status updates about each case — from the initial report submission to the final resolution. This level of transparency mirrors the standards that consumers have come to expect from any organization and fosters stronger mutual trust within the community.

Customizable surveys and feedback tools also help agencies gather data on community members’ satisfaction. Agencies can tailor mobile survey questions and organize feedback into actionable insights for continuous improvements in service quality. When retailers know they will receive quality service and timely updates every step of the way, they are more likely to report thefts and cooperate with their local police department to thwart ORT rings.

Empowering retailers

As retail theft continues to evolve, so must the strategies to combat it. Retailers can build a unified front against ORT risks through modern incident reporting, data-sharing and communications. These technology solutions can empower both retailers and law enforcement to take proactive steps toward building safer, more resilient communities where businesses can thrive.

Author: Rochelle Danielson