Halfords Reserve and Collect case study
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Halfords, a retailer with over 10,000 staff and diverse product offerings, partnered with Salmon to implement a multi-channel strategy, introducing the 'reserve and collect' feature in 2008. This service allows customers to reserve items online for in-store collection, enhancing the shopping experience and driving 90% growth in multi-channel revenue. Salmon is a global systems integrator providing innovative solutions for leading brands since 1989, focusing on delivering on-time and on-budget projects.
Halfords Reserve and Collect case study
- 1. Case Study Salmon continue to enhance Halfords Multi Channel Strategy with “Reserve and Collect” Halfords employs in excess of 10,000 staff and sells over 10,000 different product lines, ranging from car parts and cycles through to the latest in-car technology, alloy wheels, child seats, roof boxes and outdoor leisure and camping equipment. Salmon have been helping Halfords implement their multi-channel strategy since 2005; responsible for designing, developing, integrating and supporting the solutions they have built. In 2008, Salmon worked with Halfords to develop innovative new functionality in the form of “Reserve and Collect”, allowing Halfords “The benefits of “Reserve and customers to reserve online and collect in store, providing them Collect” are plain. The channel with the choice to buy when, where and how they like. is a powerful tool in driving incremental sales and one we Challenge Halfords were looking at ways to continue to exceed customers’ will continue to develop with expectations through its multi-channel offering, drive profitability Salmon over the next few and growth, and differentiate the Halfords brand even further. months. We believe it offers customers what they want, Jon Asbury, Channel Development Manager for Halfords said, “It is very important for us to be able to predict customers’ expectations, building choice! It allows customers to our customers loyalty and enticing new online shoppers. To do this we do their research online and knew we had to organise the business around the customer and deliver secure items for collection in a consistent brand experience no matter how our customers choose store. Many of our customers to shop with us.” don’t want to wait at home Solution for a delivery, or pay delivery “Reserve and Collect” allows a customer to reserve online and collect charges. By checking stock from a store of choice within one hour of placing a transaction. online and reserving in store Salmon developed the schematics and functional dynamic pages using they avoid the disappointment CSS, XHTML and J2EE, and integrated the site with a number of partners of turning up to a store to complimentary technology to transform the customer experience. find the item is out of stock, Integration points include MultiMap to ascertain the distance in miles it also caters for those last from the search location to the stores listed and a facility to provide driving instructions to the store. QAS was integrated for address minute buyers who don’t management and data integrity, Scene7 for dynamic imaging and have 24 hours to wait for a link to an innovative website called Mythings.com offers a free an item to be delivered.” service where customers can organise their possessions online. Jon Asbury, Channel Development Manager, Halfords Unique Approach • Unique Solutions
- 2. Benefits Halfords “Reserve and Collect” continues to be a resounding success, with them surpassing their one-millionth “Reserve and Collect” milestone, demonstrating just how popular the service has been with customers and driving 90% growth in multi-channel revenue in the “We can now provide a year to 3 April 2009. quality shopping experience As a result of its success Halfords.ie has also recently launched the any time, any place, anywhere “Reserve and Collect” service and initial sales in Ireland have been and have a business model encouraging and are growing. in place that will support long term, sustainable growth and profitability.” Jon Asbury, Channel Development Manager, Halfords About Salmon Salmon is a highly innovative global systems integrator whose commitment to on-time, on-budget projects is increasingly embraced by the leading names in retail, insurance and financial services markets. Since 1989, leading brands have been turning to Salmon for its ability to build, integrate and support business-led systems that add measurable competitive value to their day-to-day operations – and to their bottom line. Salmon quickly understand business needs, creates realistic development schedules, and efficiently delivers solutions to plan; based around an ethos that marries a depth and breadth of development skills, with a management process that removes virtually all risk from successful project roll-outs. Customers include Argos, Boots, Bristol & West, Halfords, Novae, Swiss Re and W.R. Berkley. Salmon is headquartered in Watford, Hertfordshire and has offices in the US, China and Australia. For more details about Salmon visit www.salmon.com. Salmon Limited 64 Clarendon Road • Watford • Herts • WD17 1DA Tel: +44 (0)1923 320000 • Fax: +44 (0)1923 320023 • Email: info@salmon.com Unique Approach • Unique Solutions www.salmon.com *All rights reserved. All company and product names, brands and symbols mentioned herein are brand names and/or registered trademarks of their respective owners.