Published on July 19th, 20090
Halfords fine tunes support
Single system used to improve service delivered to external and internal customers.
Retailer Halfords has installed a software system from Hornbill to better handle both external customer service and internal IT support.
The SupportWorks product is being used to log all calls relating to IT, point of sale and telecoms across Halfords 467 UK stores, while a separate customer service desk is using the same system to deal with product and service calls from millions of retail customers.
Since installing the software, Halfords reports that system performance and service delivery have improved.
Nik Thompson, IT service desk manager for Halfords, said that the economies of scale in running a single system were appealing, and Hornbill was able to prove that the product was apt by referencing other customers who already used it for the same purposes. He said that out of the box functionality helped implementation and that the reporting on offer has been especially valuable.
“We now have much better visibility of the information that we are gathering and are able to improve our service delivery and system performance by analysing and acting upon the data that we capture on Supportworks. Our area managers now have regular information on customer issues and these can be fed back directly to the stores to take action, enabling them to focus on customer service”, concluded Thompson.