Martyn Jones departs VoCoVo to join Click and Collect specialist Clix Technology as its new CEO
Clix, a UK startup which automates in-store collection and returns via the likes of smart lockers, has appointed Martyn Jones as CEO.
He joins from retail team communication solutions provider, VoCoVo, where he held the position of Chief Commercial Officer.
In a LinkedIn post, Clix said: “We're thrilled to share that our team is growing even stronger!”
“Please join us in welcoming our new CEO Martyn Jones to the Clix family. Martyn brings a wealth of retail experience and a stellar track record of driving strategic growth in the sector from VoCoVo.”
It added: “Martyn's arrival marks a pivotal moment for us as we continue to redefine the future of in-store collections and returns. His leadership is exactly what we need to propel our achievements further and accelerate the business into an exhilarating new phase of innovation and growth.”
Jones said: “I am thrilled to be part of Clix, a dynamic company I've admired since its launch in 2021. It's clear that retailers need to enhance their in-store services for collections and returns, not just matching but surpassing online offerings.”
“Our trials have demonstrated overwhelming enthusiasm from both staff and customers, with immediate benefits for retailers. I look forward to the widespread adoption of Clix technology and am excited about the promising future we have ahead."
B&Q
Last year, Clix launched a new product - the Clix Smart Locker - having trialled it in B&Q Cardiff since July 2022.
Data from the technology’s initial introduction of the smart lockers into B&Q’s Cardiff store showed a significant improvement in customer experience, with NPS scores for the store increasing by 9.1% over the first five months of the trial.
Due to the Clix web app, B&Q saw customer feedback increase to over 50%, compared with a previous 3% of customers choosing to feedback through the existing B&Q NPS survey delivered to their emails.
Of the increased 50%, 93% of those responding about the smart lockers rated their overall experience on the app as ‘excellent’. This insight is gathered via a built-in customer feedback loop.
The Clix approach enables customers to access their locker directly from a link embedded in an SMS.
Its Progressive Web App (PWA) negates the need for the shared touch screens which are often seen on more traditional smart locker manufactures.
Consumers receive a customer branded SMS, containing an embedded link, that directly opens their locker in just a couple of clicks. This allows access without the need for pin codes, barcodes or app downloads, direct from a customers mobile phone.
The PWA is also the first to fully integrate with headset specialist VoCoVo.
The connection to the headsets worn by staff working elsewhere in the store means that - should a customer require assistance - the built in ‘help me’ button connects directly to in-store staff alerting them and directing them to the exact location of the customer.
Future features on the app will also allow add-on benefits to retailers, including customer loyalty and insight activities; unique to the mobile-first offering, as other traditional smart lockers offer retailers no way of interacting with their customers.
Sean Heenan, Director of Retail Operations, B&Q, commented: “We’re constantly looking at ways we can help customers deliver their home improvement in the most fast, efficient, and convenient way possible, meeting increasing consumer demand for speed, convenience, and mobile access..”
“Around 85% of our customers’ shopping journeys start online, a smooth and easy collections and returns in stores are an essential part of our e-commerce offer.”
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