The document summarizes Halfords' implementation of a cross-functional eCRM platform and loyalty program from 2010-2013. It describes:
1) Halfords' initial low eCRM maturity rating of 0.56 and opportunity to improve the customer lifecycle.
2) The first program targeted high-volume browsers with automated emails containing recommendations, achieving a 50% open rate.
3) Additional programs were developed including abandoned cart recovery, post-purchase communications, and segmented dynamic emails, driving increases in key metrics like open and conversion rates.
4) The eCRM maturity rating improved 100% from the initial 0.56 to 1.14 within six months, demonstrating significant growth from the new programs.
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Al Shaya Halfords CRM case study
1. “Demonstrate your experience in
leading an implementation of
crossfunctional eCRM
platform/loyalty program”
Saj Bhojani November 2013
2. Halfords life on the move UK’s leading retailer of automotive and
leisure products
• 1 in 3 bikes sold in the UK is sold by Halfords!
• Strong brand qualities that help customers
enjoy Life on The Move
• 469 Stores + [223] Auto centres nationally
• Differentiating business through service
6. Customer lifecycle reviewed and prioritised – high volume browsers
identified as an initial opportunity
First opportunity identified
• High volumes
• Coremetrics partnership – intelligent offer
• Scalable to other triggered programmes
• Potential for further refinement –
segmentation by product
7. Customers who browsed received an automated email with relevant
recommendations – 50% open rate!!!!
8. Prospect conversion – abandoned basket
Prospects have shown propensity
• Didn’t buy, but came close
• Importance of product category
• Scale - applies to every Halfords product
• Track and measure
9. Abandon basket example…strong conversion rates vs mass email –
revenue optimised through creative testing and time of send
18. Insight from the SCV enables data driven marketing
– open rates move from 13% to 26%, conversion 6% - 12%
Dynamic Email & Segments
Customer behaviour was monitored, initial
segmentation applied with weighted scores
based on:
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–
–
–
Purchase behaviour
Abandon Basket behaviour
Browse behaviour
Preference information
Product based segments were defined:
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–
–
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Auto
Cyclists
Families
Camping & Touring
Targeted content for each segment was pulled
into a version of the weekly newsletter
19. Post purchase programmes developed for AOF driving 2nd purchase
£37k revenue
Repeat Purchase Test
Insight: 7% of the purchasers on the database have only ever
made more than one purchase
Objective: To target customers that have purchased in the
last month to encourage a second purchase
Response rates:
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–
–
–
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Open Rate 42%
CTR 16%
Conversion Rate 18% (687 orders from 3,812 clicks)
Revenue £37,013
ROI £649
Uplift against the ‘no contact’ control cell:
–
The revenue to volume ratio is 1.6 – that is 1.6 times the
revenue per person in the contact cell compared to control.
20. Acquisition programme developed to ensure share of wallet – each
RNB email now worth £40k
Registered not Bought Test
Insight: The consideration to purchase has shown to be 40 days*
Objective: To contact people that have registered in the last 40 days
and not purchased to encourage first purchase
Response rates:
– Open Rate 31%
– Click Rate 17%
– Conversion Rate 20% (80 orders from 394 unique clicks)
– Revenue £40,378
– ROI £584
Uplift against the ‘no contact’ control cell:
–
The revenue to volume ratio is 3.3 – that is 3.3 times the revenue per
person in the contact cell compared to control.
21. eCRM maturity before and after – significant growth –
100% improvement from 0.56 to 1.14 in 6 months