heyOBI: a holistic CX across all channels
With its new customer platform, DIY chain, OBI supports handypeople not only in the store, but also at home, by seamlessly connecting its online and offline customer service.
# Digital support
# Better in-store experience
# DIY Projects
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The challenge
Be a reliable partner for DIY projects -
in-store and at customers' homes.
The scenario
Supporting DIY enthusiasts effectively
Anyone entering an OBI market or the DIY chain's online store is usually not only looking for a specific product, but also for expert advice. Because renovating the bathroom, building a garden shed or buying new wallpaper for the living room involves a lot of questions for most DIY enthusiasts. It is not only important to choose the right materials and tools to realize their vision, but also to acquire the necessary know-how. OBI aimed to be not just a store, but a reliable partner for expert advice across all customer touchpoints. To address this, OBI relied on the support of the experts from Open Reply
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The solution
A centralized platform for all customer needs
Thanks to "heyOBI", DIYers and handypeople can now benefit from personalized support anytime, anywhere. The customer platform includes numerous functionalities that optimize support along the entire customer journey, making shopping at OBI a seamless experience.
Digital advice
heyOBI enables customers to easily contact the right expert online and receive professional advice for their DIY project at home.
Personalized in-store support
If a DIY enthusiast has registered with heyOBI, employees can access their project history and support them with suitable solutions in-store.
Effortless and seamless product discovery
Thanks to the in-store navigator, customers can also quickly find the products they need in the store.
Benefits
With the customer platform, DIY enthusiasts not only keep an overview thanks to the digital receipt, but also benefit from advantages such as discount campaigns.
Inspiration and information
heyOBI also offers a wealth of inspiration on home trends and important information. Customers can not only gather ideas, but also find out what needs to be considered when implementing the project.
The Result
A success in every respect
OBI can now support its customers along the entire customer journey as a reliable partner in their DIY project. And so heyOBI is a success all along the line:
6
million registered heyOBI users
50
contacts per account and year
> 100
€ higher turnover per customer and purchase
4.6
star rating in the app store
With OBI, you can design your own creative home. The offering includes products and services for DIY, construction and gardening. Empowering people to realise their own homes according to their own ideas, possibilities and DIY skills is OBI's top priority. In addition to stationary retail, OBI focuses on digital customer and advisory communication via the heyOBI platform. OBI currently has more than 640 stores across Europe. In addition to the German domestic market, OBI is also represented in nine other European countries: Bosnia-Herzegovina, Italy, Austria, Poland, Switzerland, Slovenia, Slovakia, the Czech Republic and Hungary. OBI is a company of the Tengelmann Group.
Open Reply is a Reply Group company specialising in digital transformation, mobile solutions and networked platforms. We offer cross-sector consulting services, conception, creation as well as the development of solutions based on mobile technologies with the aim of sustainably strengthening the market position through a state-of-the-art digital experience.