HMV streamline customer experience with PCA Predict

HMV is a long-standing British entertainment retailer, which has been at the forefront of the music, film and games industry for almost a century. The first HMV store was opened by the Gramophone Company on Oxford Street, London in 1921. Since it was rescued from administration in 2013, the business has undergone a remarkable transformation, helped significantly by embracing ecommerce. HMV has tried to focus on creating an environment that stimulates and excites consumers just like it did in its heyday, bringing the in-store experience to the online market.

HMV selected PCA Predict for its address validation technology when it launched its new website in 2015.

We decided to use PCA Predict’s address validation when we relaunched our ecommerce site as we wanted something to streamline the checkout process. PCA Predict was highly recommended to us from Kentico, our Content Management System.

It’s important to us that our online processes are as quick and intuitive as possible.

This is also the reason that we offer the ability for shoppers to check out as a guest, maximising our conversion of those impulsive buyers.

Address validation helps speed up data entry which obviously benefits the customer, but for us, this has been almost overshadowed by improvements in delivery success. Historically, we faced considerable issues in the fulfilment side of the business from incorrect data in our CRM. With PCA Predict we know we can trust the quality of our data by capturing and verifying it at the source.

Since using PCA Predict we’ve had zero complaints from customers trying to find their address, which is a great testament to the service. I was pleasantly surprised by just how quick and easy it was to get the service up and running on our website.

PCA Predict is integral to ensuring HMV customers get the very best experience from checkout to through to delivery.

– Steve Partridge, Head of Ecommerce, HMV