As the UK’s leading retailer of motoring products and garage services, customer satisfaction has always been important to Halfords. But with the rise of Amazon, Uber and new digital technology, Halfords knew that customers’ service expectations were changing.

In 2017, Halfords went to market looking for a technology solution that would help them deliver a seamless brand experience from stores to garages to mobile services. They could not find a solution that gave them the ability to give customers a unique and continuous service experience.

Omni-channel and point of sale solutions were focused on products only. Field service solutions were focused on technicians and assets. So Halfords built a physical (garage) solution and acquired a mobile service business that gives customers the power to engage with their brand at multiple digital touch points, booking services with confidence.

Since then they have dedicated hours of research and development to the solution, proactively adding robust features that empower service technicians to deliver an unrivaled experience.

The solution now enables 80,000 services a week across the UK, earning Halfords Mobile Experts a 4.85 TrustPilot score and contributing to the business’s rapid growth.

Using this experience, deep service expertise and continual innovation, Halfords has now made this robust solution, Avayler, available to other service businesses. Avayler is now rolled-out to large automotive businesses in the US and EMEA.