CASE STUDY their vehicles . By utilising devices and applications on our network , we can provide customers with the information they need around products for repair and effective maintenance , which is a significant gamechanger . At Halfords , enhancing the digital customer experience is a fundamental aspect of our strategy . Our customer satisfaction rates have improved dramatically since we addressed the roadblock of ageing in-store networks with our new AI-driven network and achieved 100 % reduction in network-related trouble tickets and the 35 % increase in uptime across our stores , garages and mobile vans .
In what ways has the Juniper AI-driven network improved communication and tailored experiences for Halfords Motoring Club members when they visit the store ?
This was a key element when we designed our omnichannel approach , which has improved the satisfaction of our technicians , in-store colleagues and customers by delivering effective personalisation .
Customers can now access their entire digital history with Halfords , including past car maintenance records . This valuable information allows us to provide more personalised effective recommendations . For example , if a customer last serviced their car 5,000 miles ago , Halfords can provide them with tailored recommendations digitally . It ’ s about providing excellent customer service and pre-empting customer needs .
We have also implemented digital customer identification at our garages . This allows us to personalise our interactions with the customer to ensure consistent service from our technicians . By integrating online and physical experiences , Halfords has created a seamless customer journey that caters for the unique needs of each customer as an individual . It ’ s worth noting that we handle an impressive 9 million motoring service jobs per year . Using Juniper ’ s connected network , we can keep on delivering these exceptional experiences that result in increased satisfaction and customer loyalty , at scale .
How has the new network equipped Halfords ’ employees with product information and improved their ability to engage with customers ?
The new network at Halfords has enabled us to equip our employees with Halfords ’ product information and significantly enhanced their confidence and ability to engage with customers . Through device connectivity , our in-store colleagues now have access to crucial product details , enabling them to have more informed conversations about the range of products we offer and increase their confidence during sales interactions .
We ’ re aiming to overcome the perception that customers sometimes have of us as being just a bike shop . We want to show the market the full range of services we have to offer by being a digital-first , customer-centric and services-led company . p
www . intelligentcio . com INTELLIGENTCIO EUROPE 61