2826

VoCoVo: Driving teamwork with Halfords - Partner Case Study

VoCovo and Halfords - Connecting teams in 460 Halfords stores across the UK

The Big Picture

Halfords need no introduction, though they still deserve one. Originally founded as a wholesale ironmongery in 1892, they’re now at the front of the pack and wearing the yellow jersey in all things ‘cycling’ having made key acquisitions in recent years that have helped bootstrap growth and secure their position in the market as one of, if not *the* the most trusted brand in its space. Having captured one-third of the UK ‘bicycles’ market and opened 465 new sites since 2010, Halfords wanted to invest in a communications infrastructure update to meet the challenges of growth and prevent inefficiencies in increasingly demanding day-today operations - VoCoVo sought to help them do just that. 

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. 

Requirements snapshot:

  • Reduce or eliminate dependency on tannoy messaging
  • Improve security monitoring and theft prevention
  • Streamline query-handling and customer experience
  • Create selling opportunities through customer empowerment
  • Empower staff to better represent the Halfords brand

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.

Benefits snapshot:

  • Increased ability to detect and prevent weekly theft of high-value items
  • General increase in individual and team morale and productivity
  • Improved operational oversight for managers
  • Better representation of the Halfords brand as an authority in the market 

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.

Room to grow

Halfords has seen tremendous value in VoCoVo’s capabilities and the potential to expand their solution to keep improving customer experience. Their next steps will be to integrate VoCoVo with their telephone system, so colleagues can handle incoming calls from customers like “Have you got this bike in stock?” or updates from Head Office straight from their headsets. Store colleagues will also be able to make outgoing calls, for example, to let a customer know that their bike has been repaired and is ready for collection — another huge step towards a seamless customer experience.

VoCoVo has helped Halfords build an informed, connected and more empowered workforce. Their tailored VoCoVo solution has made it easier for teams to upsell, build trust with customers, and stay vigilant against security threats. Looking to navigate the challenges that come with growth and expansion? Get in touch with 2826 today.

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