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Halfords kicks off plan to revamp online customer experience and loyalty scheme

Halfords, one of the UK’s leading providers of motoring and cycling services and products, is set to revamp its online customer experience and loyalty scheme, adopting what it says will be a service-led strategy. 

A particular focus will be on Halfords’ Motoring Club loyalty scheme with its 1.2 million members, their core proposition and project and programme enhancements, with the aim of delivering better connected journeys for customers, as well as maximising retention and revenue. 

Halfords are already benefitting from the introduction of new monitoring tools to track performance and online delivery as well as a new payment system provided by ACI Worldwide to offer customers the latest in-store, online and mobile purchase options.

Working with Wunderman Thompson Commerce, Halfords is also looking to reduce costs, increase sales and harness the power in their Salesforce Commerce Cloud platform, says the retailer.

Wunderman Thompson Commerce says that it will adopt a “holistic view across Halfords’ varied digital landscape and will be responsible for the day-to-day development of one of Europe’s largest Salesforce Commerce Cloud programmes”. 

Ten teams and approximately 100 experts will be based both nearshore and in the UK to ensure collaboration. Made up of management, delivery and support, these will deliver several projects over the next three years to transform customers’ online experience.

Neil Holden, Chief Information Officer said: “We’re excited to be working with Wunderman Thompson Commerce once again, as we transform our digital operation and modernise our customers’ online experience. They not only offer unrivalled inspiration across various industries, but bring broad commerce expertise outside of just platform build and technology. The know-how to help us trade the site better and reduce costs is especially important during the difficult cost-of-living crisis. We look forward to working with them as we continue to push the boundaries and deliver a better experience for our loyal customers.”

Neil Stewart, CEO of Wunderman Thompson Commerce said: “Gearing up to scale one of Europe’s biggest motoring and leisure brands is no mean feat. What’s more, taking the lead in transforming them into a service-led business, supporting new efficiencies and helping them to unlock their growth potential, during a period when the industry faces great uncertainty, is a challenge we look forward to delivering, together.”

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