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Holland & Barrett pilots digital CX project

By Retail Technology | Tuesday September 29 2020 | UPDATED 29.09.20

Health food retailer Holland & Barrett has announced a pilot project of new in-store digital solutions to improve customer experience (CX)

Holland & Barrett will use Mercaux’s Sales Assist & Omnichannel solutions (accessed by tablet devices) to call upon an endless aisle of products to best advise customers.

The solution also offers an interview scenario for colleagues to further pinpoint the products that are best suited to that customer’s specific needs. If a product is not available in-store the colleagues can offer an alternative or fulfil the order through another store or online.

For busier stores where capacity is limited and customers are required to join a queue outside, Holland & Barret has deployed one of Mercaux’s New Service Models that have been released in response to the pandemic – Store-Side Ordering through the Queue Scenario.

Precious time

Staff engage with customers in the queue using the Mercaux App, browse or search for specific products, create a basket and have this transferred to colleagues in-store to complete the order. The customer then enters the store to pay and pick up the pre-packed bag only, saving customers precious time and allowing Holland & Barrett to serve more customers.

Darsh Chand, head of change and continuous improvement at Holland & Barret said: “We initially launched with Mercaux in our new concept store in Chelmsford, Essex, which acts as a live hub to test innovative customer concepts. Both customer and colleague feedback on these new solutions has been positive, and serves us well in our mission to make wellness accessible for all.”

See Validify vendor profile for Mercaux here.


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