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IREU Top500 The Customer Report: 2018

IREU Top500 The Customer Report: 2018

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How Travis Perkins is bringing the store into its omnichannel view of the customer

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Travis Perkins is introducing a new in-store point of sale solution across its brands as it looks to add an understanding of how its customers behave in branches to its omnichannel view of the customer.

The builders'-merchant-to-DIY retail group is installing the OneView Commerce platform, which incorporates an in-store point of sale, into its 256 Wickes stores with the aim of gaining a better understanding of the store aspect of the customer journey. It will then introduce the platform to the rest of its 19 brands.

Wickes is currently going through a retail and digital transformation programme that has already included a new website and the introduction of click and collect services. The retailer has reported strong growth in online sales as a result.

This new addition is intended to improve the data from the store.

"We chose OneView Commerce based on their ability to deliver on our cross-channel strategy with a single in-store solution that provides one comprehensive view of the customer journey, including online activity and purchasing history," said Norman Bell, chief information officer at Travis Perkins.

"The connected view of the customer journey gives our customers a better experience and at the same time simplifies our store operations."

“Digital transformation, as embraced by forward-thinking companies like Travis Perkins, provides the first step in implementing a full omnichannel solution across in-store, online, and voice," said Linda Palaza, chief operating officer at OneView Commerce . "We value our part in this strategic initiative and look forward to supporting Travis Perkins as they transform their business into one that better serves their customers.”
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