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Halfords Autocentres

Halford Autocentre is the UK's leading MOT, Car Servicing, Tyre and Repair specialist with 220 UK branches. They came to us with multiple points of data collection and lead sources, which meant customer records were being duplicated between branches. It also meant that pulling together national marketing campaigns was a costly and time-consuming process. We were able to offer them a bespoke database management system with Send One View.

Challenge

Halford Autocentres’ 220 branches were run with a till booking system which did not connect with its website booking system or call centre. Customers using more than one branch for MoTs or services had separate records, which had to be checked every time that our client sent a mailing in order to avoid costly duplications.

Solution

We were commissioned to design and operate a bespoke version of Send OneView database management system, which accommodated all sales and online inputs daily. New customer visits are added to existing records each day, and the results of marketing offers on subsequent visits for MoTs and services are recorded.

Result

A beautifully simple single view for each customer with all activity taken into account. The lifetime value of each customer can be calculated, and the database can be segmented for different marketing offers based on customer profile and activity. Send also automatically produces MoT and serving reminders on a daily basis, timed optimally to maximise customer response.