Holland & Barret partners Mercaux for digital transformation

Holland & Barrett has launched a pilot project with Mercaux to assist with the brand’s digital transformation.

The specialist health food retailer with use Mercaux’s Sales Assist and omnichannel solutions to train staff on the concept of the ‘endless aisle’, educate on new products entering the store and reduce lost sales by offering alternatives or online options.

The in-store digital technology gives staff access to online and offline availability of products. Staff will be able to log in to Mercaux’s Sales Assist via tablet devices.

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, 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.

This involves staff engaging with customers in the queue using the Mercaux app, browsing or searching for specific products, creating a basket and transferring this to colleagues in-store to complete the order. The customer then enters the store to pay and pick up the pre-packed bag only.

Darsh Chand, head of change and continuous improvement at Holland & Barrett, 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.

“We are now working on the roll-out of the technology to nine additional stores in September we look forward to seeing the results in a wider selection of stores."

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