Retailers have a range of technologies at their disposal to help identify theft, monitor store activity, and protect merchandise. But detecting a potential issue is only part of an effective loss prevention (LP) strategy. What happens next is just as important.

We explored this with Tom Meehan, CEO of CONTROLTEK and a recognized leader in retail loss prevention who shared his perspective on how LP strategies are evolving and why connecting LP technology with frontline communication is becoming increasingly important.

What’s changing in loss prevention?

Retail loss prevention strategies have traditionally focused on identifying theft, investigating incidents, and minimizing losses. While these remain important priorities, Meehan sees the industry shifting toward more proactive, intelligence-led strategies. Organized retail crime, evolving shrink patterns, staffing challenges, and rising customer expectations are all contributing to this shift.

Technologies such as AI, video analytics, and RFID are helping retailers identify risks earlier and gain greater visibility into store activity. But Meehan emphasizes that the opportunity goes beyond detection. Retailers are increasingly looking at how LP technology can support broader store operations, improve decision-making, and protect merchandise without compromising the customer experience.

The impact of loss prevention on customer experience

As loss prevention becomes more closely connected with store operations, retailers need to consider how security measures affect the customer experience.

Locked merchandise is a good example. While securing high-risk products can help prevent theft, it also creates an extra step for shoppers who need assistance to access items they would otherwise pick up themselves.

Meehan highlights the importance of balancing merchandise protection with the risk of frustrating customers or losing legitimate sales. A call button near a locked merchandise case can give shoppers a way to request assistance, but the experience still depends on how quickly someone responds. Connecting these requests with frontline communication can help retailers provide timely assistance while maintaining security measures.

The gap between detection and response

Whether a customer requests access to locked merchandise, a video system identifies suspicious activity, or an electronic article surveillance (EAS) gate triggers an alert, detecting or reporting an issue doesn’t necessarily mean the right people have been notified or know what action to take.  

For retailers with multiple departments, systems, and locations, coordinating that next step can be challenging. Meehan points to fragmented technologies, unclear responsibilities, and communication delays as common barriers to effective response. Part of this fragmentation stems from the disconnect between LP systems that generate alerts and the devices frontline teams rely on. Two-way radios, for instance, have traditionally operated separately from these systems, meaning alerts can’t reach radio users.

Addressing these challenges requires connectivity between systems generating alerts and the tools frontline teams rely on to communicate. This allows alerts to reach the right people with relevant context, helping teams coordinate responses.

As Meehan puts it, "Technology should do more than identify a problem. It should give people the information they need to take action."

Connecting LP systems with existing communication tools

Rather than introducing additional devices or applications, retailers have an opportunity to make better use of their existing infrastructure by connecting LP technologies with the communication tools teams are already using.

SYNQ AI Radio is an AI-powered solution that extends the capabilities of existing two-way radios by connecting them with digital systems and workflows. In loss prevention, this means frontline teams can receive voice alerts from technologies such as video analytics, RFID, and incident management systems directly over their radios. From there, teams can acknowledge alerts, coordinate responses, and track tasks through completion.

As Meehan explains, "SYNQ AI Radio is a perfect illustration of how artificial intelligence can help close that gap by providing real-time, relevant information directly to frontline workers through the radios they already have."

Understanding what happens after an alert

Delivering information to frontline teams is an important step, but retailers also need visibility into what happens after an alert is received.

Many LP systems can record when an incident was detected or a notification was generated. What they don't always show is whether someone acknowledged the alert, what actions were taken, or how the situation was resolved.

Meehan sees this lack of visibility as a challenge for retailers trying to evaluate the effectiveness of their LP investments. By capturing and analyzing two-way radio communications, SYNQ AI Radio can provide greater insight into acknowledgements, response activity, and incident outcomes.  

This information can support investigations, improve accountability, and help identify recurring patterns or opportunities to improve processes.

Connecting the pieces

As retailers continue investing in loss prevention technology, how these systems work together will become increasingly important.

Better connectivity between LP systems and frontline communication can help retailers respond more effectively, gain greater visibility into incident outcomes, and make more informed operational decisions.  

Interested in exploring how SYNQ AI Radio can connect your LP systems with your frontline tools? Get in touch with our team to learn more.