VoCoVo: Driving teamwork with Halfords - Partner Case Study

What was Halfords' issue?

Halfords’ interest in VoCoVo was the result of a proactive attitude mindful of the need to future-proof by tapping into the ‘prevention-not-cure’ net benefits that VoCoVo can deliver, although active pain points had emerged in particular around theft, communication blockages with outside-of-the-store mechanics and a need to reduce dependency on loud tannoy messages broadcasts that impact customer experience.

The goal was to confine communication to team-only broadcasts while creating other measurable efficiencies by better connecting departments, teams and individuals across the ample floorplans that are typical of Halfords stores. Timesaving, team morale and the ability to better fulfil client needs without fuss and delay were perks that Halfords could see going a long way towards further improving brand strength and better capturing of commercial opportunities. 

So what did VoCoVo do?

To cater for the often spacious layouts of Halfords stores, VoCoVo suggested an advanced setup a level up from the flagship ‘VoCoVo Go’ system. The install comprised of base units for generous, reliable headset coverage, plus one controller unit per store to facilitate CallPoints aimed at offering better customer empowerment for maximisation of up-selling and reductions in the number of people leaving empty-handed, without purchases. The impact of the VoCoVo headsets are clear to see with reports in some stores of a total elimination of tannoy broadcasts that affect the customer experience, while also noticing a significant reduction in weekly losses with increased ability to discreetly detect and prevent theft of commonly targeted, high value items, without putting themselves at risk.

Team interactions have also witnessed significant streamlining effects; instead of abandoning customers to consult senior colleagues about a query or request, attendants are able to confer over VoCoVo headset to remain present at the customer’s side and give a near-instant answer. The domino effect is an informed, connected, more empowered workforce more able to identify and capture upselling opportunities, build trust with customers and maintain vigilance and security, while also better representing the reliability, competence and authority of the Halfords brand.

The results:

Halfords colleagues can now talk to each other, help customers and carry out simple tasks like stock checks remotely from their VoCoVo headset. Instead of abandoning customers to get help from a senior colleague, team members are getting answers and resolving queries on the spot, making the experience hassle-free for both sides. And because VoCoVo doesn’t rely on Wi-Fi, teams can count on reliable connectivity and effortless conversations, whether they’re working inside on the shop floor or fitting parts to customer cars outside. Theft is down and team members feel safer too since they’re always connected no matter where they’re working.

• More efficient and motivated teams. Colleagues can share expertise, get answers and check stock instantly from their VoCoVo Headsets, without leaving their customers waiting. 
• Improved customer experience and reduced queuing times. Customers are happier with their overall experience because they can press a Call Point to get help quickly, queues are moving faster and tannoy announcements have been reduced. 
• Reduced weekly losses and safer stores. Individual team members can detect potential threats, raise the alarm discreetly and coordinate with their team to prevent thefts without putting themselves at risk. 
• A significant drop in tannoy broadcasts (100% in some stores). Customers can browse, shop, and chat with colleagues without being interrupted by irrelevant tannoy announcements. Security is tighter too because all team communications stay confidential.