Increasing shared knowledge for associates and improved customer experience


Supporting store teams in large format stores

Founded in 1895, the company has grown into one of the biggest builder’s merchants in the country. Today it boasts 74 branches, as well as a nationwide network of distribution hubs and on-site delivery services.

The problem

As a trade DIY retailer, handling customer queries is a huge part of each store’s daily remit.

Colleagues were doing their best, but they were struggling to answer these questions efficiently. Newer colleagues often needed to consult more experienced team members, but the size of the stores made this difficult. Too often, customers were kept waiting while colleagues went looking for information. This led to long delays in answering queries, and a poor customer experience overall. Asset protection and staff safety was also a consideration when looking at a solution. 

To do this, it needed a communications system that could connect colleagues across large store footprints, removing the need for excessive walking. As well as streamlining in-store communication, they wanted the ability to share information across its entire store estate. This meant ensuring that urgent reminders and security updates from head office could be shared instantly and securely across multiple stores.

How VoCoVo helped

The customer allocated 30 headsets to each of its 69 branches in 2021. As more branches opened, our solution was incorporated into these as well. At the time of writing, our headsets are working their magic in 74 Selco stores across the UK.

They also introduced our Messagecast solution. This is used regularly to communicate relevant messages direct to headsets, updating colleagues instantly with important information. This can be anything from issues with a credit card provider to urgent health and safety updates. Whatever the problem they can get everyone on the same page with a single message. 

The outcome

By combining these two elements, we have been able to create a solution that is perfectly tailored to their needs. The new ecosystem has proved invaluable, improving the in-store experience for everyone:

Instead of tannoy updates, colleagues receive relevant information straight to their headsets including valuable health and safety reminders. Messagecast has been deployed to explain UK-wide problems quickly, ensuring that colleagues receive updates before, during and after a problem is solved, and was used to great effect recently when all payment machines failed during a busy Saturday.  Colleagues were swiftly made aware to use their contingency using MessageCast, leaving the support team free to solve the issue rather than answer calls from stores querying what was happening.

Headsets have significantly reduced travel time on the shop floor. With support always just a button-press away, colleagues can answer even the most technical questions without leaving the customer’s side.

Snapshot of key findings

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£17,160 in stock saved every year – potentially over £3m saved across the estate.

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Repeat offenders identified and monitored.

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Staff feel happier and safer during shifts, and late at night.

“In the trials using the VoCoVo headsets, colleagues have felt safer, more efficient and better connected to the team, while there is no doubt it has also improved our ability to deliver premium customer service.

Our colleagues wearing the devices are able to easily communicate at the push of a button and the headsets are lightweight, durable, comfortable to wear and easy to clean.”

Operations Director

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