Halfords has seen a 100 percent reduction in network-related trouble tickets and a 35 percent improvement in uptime in garage and stores following the rollout of artificial intelligence (AI)-driven network access.
The company shifted its business model during the pandemic, investing heavily in online sales and click-and-collect services. It has also used mobile field service software to deliver around 70,000 services per week at its Autocentres and customers’ homes.
With pandemic-motivated shopping behaviours becoming the norm, Halfords has invested further in wired and wireless access points to deliver reliable wifi and virtual Bluetooth services to staff and customer smartphones, point-of-sale devices, in-store video displays and other connected devices.
The investment results in less downtime for staff, an improved experience for the customer and even a better understanding of its audience.
For example, Halfords can tailor communications and offers via its Motoring Club. Neil Holden, Halfords CIO, said: “Our new system provides colleagues in the stores the necessary information about products like child seats, cycle racks, and roof racks, so they can have informed conversations with customers and sell with greater confidence.”
Although Halfords, which recently saw its share price soar, plays on a different playing field to independent garages, the investment demonstrates the importance of technology in the future of the industry.
From the installation of a fast and reliable wifi connection for customers, technicians and front-of-house staff, to having the ability to cross-sell products and services, a digital transformation could increase customer satisfaction, improve uptime and give garages the edge over rival service centres – including the big retailers.