Holland & Barrett pilots digital solutions with Mercaux to enhance in-store experience


Mercaux today announced a pilot project with the UK’s leading specialist health food retailer, Holland & Barrett. The pilot will support Holland & Barrett’s colleagues in delivering a highly specialised wellbeing service to customers visiting stores. The deployment of Mercaux’s in-store digital solutions will aid Holland & Barrett’s mission to deliver superior customer experiences and make wellness accessible to all.

With instant access to online and offline availability, colleagues will be using Mercaux’s Sales Assist & Omnichannel solutions (accessed by tablet devices) to call upon the endless aisle of products to best advise customers. 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 the 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 & Barrett 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. Staff engage with customers in the queue using the Mercaux App, browse or search for specific products, create a basket and have this transferred to colleagues in-store to complete the order. The customer then enters the store to pay and pick up the pre-packed bag only, saving customers precious time and allowing Holland & Barrett to serve more customers.

Speaking of the pilot, Darsh Chand, head of change and continuous improvement at Holland & Barrett, commented: “We initially launched with Mercaux in our new concept store in Chelmsford, Essex, which acts as a live hub to test innovative customer concepts. Both customer and colleague feedback on these new solutions has been positive, and serves us well in our mission to make wellness accessible for all. 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”.

Olga Kotsur, co-founder & CEO, Mercaux, commented: “It’s imperative that retailers act now to meet the heightened expectations of customers returning to stores. Holland & Barrett has shown, through the launch of their Chelmsford concept store, the power that digitisation can bring to exceeding these expectations and prevent potential lost sales. We very much look forward to supporting them to extend this vision out to their entire estate.”