A small, independently run family fabric business grew from one showroom in Burford into multiple showrooms and an online store — and then watched its customers start every journey digitally. Just Fabrics needed one platform that could give people the best possible service whether they walked in or logged on. Since moving onto Halo it has held a 100% customer satisfaction rate since March 2023.
Just Fabrics Ltd is a small, independently run family business. Since launching 35 years ago it has grown from having one showroom in Burford to having multiple showrooms, moved digital with the launch of a website, and has experienced massive growth since 1992.
Fabric is a business people want to see, feel and ask questions about. Growing across more showrooms and adding a website means those questions arrive from more directions at once — and every one of them still has to be answered as well as the last.
Customer journey is the most important aspect to the customer service team at Just Fabrics — as they put it, without customers there is no business. COVID-19 then changed where that journey begins. It highlighted how customer shopping behaviour had shifted to exploring digital options first, so Just Fabrics needed to increase and better their online presence and customer experience.
That set the requirement plainly: a platform that can provide customers with the best possible service they can get, no matter if in-store or online. A showroom conversation and a website enquiry had to end up in the same place, handled to the same standard.
Halo was recommended to Just Fabrics Ltd by one of Halo's partners. It could provide team members with visibility and transparency on enquiries and workload, as well as being intuitive and easy to use, so both customers and agents can have that sublime level of service Just Fabrics strive for. Bringing every channel into one queue is the omnichannel model at the centre of Halo.
Reporting was the second requirement, and it was specific. Halo needed to provide a reporting suite that was customisable, easy to understand and updates in real-time, so that the agents had the most up-to-date statistics about their own performance — not a monthly summary handed down to them.
What Just Fabrics single out first, though, is not a feature. It is what sits behind the platform.
"You can't put a price on the support that is given by HaloCRM. They listen to your requirements and are always a phone call or email away and can always implement a solution that will suit the packages and processes that we are using."
— Rebecca King, General Manager, Just Fabrics LtdAfter a smooth implementation, Just Fabrics Ltd have a system that works to suit their requirements and processes and has become part of the furniture in their business. The customer service team use Halo daily and feel comfortable on the system, knowing that the support team will be available in an instant if there are ever any issues.
Just Fabrics Ltd are not finished. They are excited to explore more of Halo's omnichannel functionality and to integrate Horizon telephony and ChatGPT onto the system.
Tell us how your customers reach you — in store, online, or both — and we'll show you what Halo can do. No commitment, no sales pressure.
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