CASE STUDY something we hadn ’ t done before . Our digitalisation efforts are set to improve both online and physical experiences for our customers .
In my opinion , a network is the same as a utility ; it needs to work . It ’ s the same as your water or electricity , you only realise the extent of the disruption it causes when they ’ re not working . With Juniper ’ s AI-driven networking solutions , we know we have reliable connectivity . The network delivers technology right into the hands of our employees , helping them to perform their daily operational tasks without any interference . Since we implemented our new network , we have seen a 100 % reduction in network-related trouble tickets . Of course , this has saved on IT costs as Juniper ’ s secure and intelligent network uses next-generation capabilities to address any potential issues and remedy them on the go .
“ The network is a utility ,” said Neil Holden , Chief Information Officer , Halfords . “ It is a big part of our Digital Transformation journey and we needed a very intelligent , secure network with next-generation capabilities . Juniper is a disruptor in the industry . The network user experience that it offers far exceeds anything else in the market . The ease of operations and self-healing capabilities of Juniper ’ s technology , along with the user experience metrics it delivers for Halfords , are outstanding .”
“ Smart retailers like Halfords are leveraging AI technologies to ensure customers ’ shopping experiences are positive at every touchpoint ,” commented Gos Hein van de Wouw , Vice President , Enterprise , EMEA , Juniper Networks . “ Halfords has invested in Juniper ’ s AI solutions to build a more detailed picture of its customers to keep up with changing consumer behaviour .”
Neil Holden , Chief Information Officer at Halfords , offers an in-depth view of how the project evolved and the business benefits received .
Can you provide specific examples of how Mist AI and the cloud have contributed to creating a unified , omnichannel retail experience for Halfords ’ customers ?
With our new network , Halfords can go a step further , by monitoring customer behaviours to tailor their shopping experience as much as possible .
For instance , if a customer were to spend time in the cycling section , we can send targeted offers and discounts to them around those cycling products . By leveraging the cloud , Halfords has integrated our instore and online channels , allowing customers to shop seamlessly across both platforms . They can check whether the product is available online , collect their purchases at one of our stores or use home delivery which leads to very slick , tailored and personalised shopping experiences . Over the pandemic period , we shifted investments into driving digital experience and quickly saw that customers are open to digital technology if it addresses their specific needs . Halfords has 1,400 + bricks-and-mortar stores , autocentres , offices and mobile service vans . We are aiming to bring those entities together and curate them to help make our customers ’ experience even more convenient .
How has the deployment of Juniper ’ s AI-driven wired and wireless access solutions benefitted Halfords in terms of business growth and operational efficiency ?
How has the reduction in networkrelated trouble tickets and an improvement in uptime impacted the overall performance and customer satisfaction at Halfords ?
Juniper ’ s AI-driven solutions have greatly benefitted Halfords ’ operational efficiencies in the deployment so far . As a business , we began our Digital Transformation with a large investment in our networks , which is
Building trust with customers is crucial within the retail sector and especially within the motoring services industry where there ’ s a lot of knowledge gaps around products and services needed to maintain
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