Halfords has automated its bike insurance CRM using Salesforce.com software.
The bike and car parts retailer said the move would help it reduce costs and increase efficiency, by reducing manual paper-based processes.
Halfords is using the software to record details of new clients, store data on customer correspondence and orders, and manage order fulfilment. The system also ties in with other insurers' systems.
Halfords will use the CRM software to highlight areas that need improvement, using the reporting modules of the software. It is also running workflow optimisation software from Synchosoft.com.
The insurance service is part of the government’s Cycle2Work initiative, which allows employers to make monthly contributions towards new bikes for staff, without the contributions being taxed.
Charles Ashwell, business to business development manager at Halfords, said customer relationship processes were more efficient after “automating a lot of the manual administrative effort, reducing paper-based activities, automating escalation and communication, and automatically reporting on [process] bottlenecks.”
In June, Halfords said it had completed a five-year overhaul, moving from legacy in-house systems to architecture based around SAP and IBM.
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