Barr’s ACE Hardware is a family-owned hardware store in Williamsport, Pennsylvania that has been serving the local community since 1955. From suggesting appropriate tools to helping customers find the perfect paint color, Barr’s is dedicated to delivering outstanding service and expert advice.
Empowering teams to stay organized and responsive with real‑time communication
Key takeaways
Requirements
- Real-time in-store communication
- Call handling from anywhere in store
- Automatic "customer needs assistance" alerts
- Instant access to product information
Solution
- Hands-free DECT headsets
- AI assistant
- AI video alerts (AIVA)
Results
- Increased efficiency
- Higher call answer rates
- Reduced customer wait times
- Improved employee experience
Challenges
A fixture of the community since 1955, Barr’s ACE Hardware original store was no longer big enough to serve its growing customer base. David Hedrick, the owner of Barr’s, decided to move the business to a completely restored former Rite Aid building. But while the new location offered 10,000 square feet and ample on‑site parking, there was a risk that the store team wouldn’t be able to navigate the new store efficiently and provide the same high-level of customer service.
Building better communication from day one
To set his team up for a successful opening day, David decided to install x‑hoppers, an in‑store communications solution that combines wireless headsets, telephony, smart call points and AI to connect store associates, just three days before the store opened.
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When we first moved into the building, it was very chaotic. We had inventory in boxes in the parking lot. With the headsets, we could stay inside with a customer and speak to someone else outside, tell them what the customer needed and they could grab the stuff right away.
David Hedrick
Owner Barr’s ACE Hardware
As time went on the store became more organized, but the team continues to use the instant communication and the embedded AI assistant to look up product information quickly. Additionally, the QR‑code-based smart call points have made it easier for customers to connect with associates even when they’re not visible on the sales floor.
“When customers come in we can easily talk to another teammate or use the AI feature to find a product and look up the price and information on it,” shared David. “Everyone is using the headsets. It’s been a great move to be able to talk to each other instead of having to yell to one another across the store.”
Results
Though Barr’s ACE Hardware is still settling into their new location, David has noticed that x‑hoppers has improved store operations by boosting staff efficiency and reducing customer waiting times whether they’re in store or on the phone.
When asked what he likes best about x‑hoppers, David said, “As of today it would be the in‑store communication. I can be in my office and ask any team member whatever is needed. Being able to communicate with everyone no matter where we’re at is a huge benefit.”
But beyond instant in‑store communication, David also shared with us the features he feels are powerful runners up, “Number two would be the ability to answer the phone no matter where you are. And number three would be the QR codes and getting notified when a customer needs help or an online order comes in.”
Overall, x-hoppers is helping to make working and shopping in the new store an outstanding experience for everyone.
