Halfords is hoping to ease the pain of having a bike stolen by implementing salesforce.com’s CRM platform to manage relationships between insurance companies and end-user customers.
It is hoped that this will result in insurance claims against lost or stolen bikes being processed as quickly and smoothly as possible.
The company has used Salesforce CRM and the Force.com platform, together with partner Synchosoft.com’s workflow optimisation application, to deploy the system and other systems that support the government’s Cycle2Work (C2W) initiative.
C2W offers substantial tax breaks for employees who are provided with bicycles and cycling safety equipment by their employer to cycle to work.
The employee benefits from Income Tax and NIC savings on the provision and the employer also saves on their Secondary Class 1 NICs contribution. Equipment is also available at up to 50% less than the equivalent high street cost for those involved in the scheme.
According to the company, Halfords is using Salesforce CRM to record new clients, customer communication and order details and manage order escalation and fulfilment. Synchosoft.com provides cloud-based workflow management, which aims to optimise the operational process.
Halfords is now able to control its operational activity, giving it greater insight into its interaction with customers. This has resulted in the Insurance Replacement process being quicker and more cost effective than the previous system.
Charles Ashwell, B2B development manager at Halfords, said: “We have an extremely efficient system thanks to the two S’s as I call them (salesforce.com and Synchosoft.com). We’ve done this by automating a lot of the manual administrative effort, reducing paper-based activities, automating escalation and communication and automatically reporting on violations and bottle necks.”
“Salesforce.com and its partner Synchosoft.com have transformed our business model, we do much more with less effort and we do it better.”
