auric digitizes the customer journey and is already relieving 45 locations with automated WhatsApp communication via hellomateo

The auric Group is a leading pioneer in hearing acoustics, which has been helping shape audiological care in the DACH region for three decades. With a total of over 110 specialist stores in Germany and Switzerland, the company offers a seamless supply chain — from personal advice on site to highly specialized services in the area of hearing implant aftercare. In collaboration with auric, the focus is on combining human expertise and digital innovation. The company uses a well-thought-out communication strategy that links personal advice points with digital interfaces (e.g. WhatsApp) to continuously optimize customer service. auric therefore stands for modern audiology that focuses on people and their need for quality of life.

Prior to the introduction of hellomateo, auric relied heavily on sending letters to assist customers with a view to replenishment. The content was consistent, but the process was expensive and slow, depending on consistent implementation in specialist stores and shipping. In addition, communication was one-sided, as customers had no opportunity to react directly to the messages. This was followed by initial attempts to move customer communication to WhatsApp, which, however, could barely be automated without an interface and could not be scaled across locations. It was precisely this lack of system connection that later proved to be the decisive factor in the decision in favour of hellomateo.

auric has deliberately decided to rethink the previous way of sending letters and to convert it analogously to WhatsApp. The partnership and the ability for hellomateo to respond individually and specifically to auric's specific requirements were particularly decisive. Customers can now access important information via the personal and modern communication channel WhatsApp. Birthday greetings, service messages, appointment reminders and evaluation requests are automatically sent across locations via hellomateo and can be individually adjusted for each location.

The stable integration into the industry system used forms the technical basis for this development. It ensures that customer data is available exactly when it is needed and enables scalable automation across all locations. Against this background, auric decided at the turn of 25/26 to further expand its cooperation and integrate a further 30 locations. The rollout is gradual and is accompanied by short training courses and clear support structures. And Auric is already thinking ahead. In the future, applicant communication and an AI assistant for recurring customer inquiries will also be displayed via WhatsApp.

The switch to WhatsApp quickly shows measurable success at auric. Customers react significantly faster to messages, appear more reliably on appointments and use the option of being able to answer questions directly on WhatsApp. The personal approach via a familiar channel ensures a high level of acceptance and noticeably strengthens customer loyalty. With an opening rate of 88 percent, important information reaches its recipients almost in real time. At the same time, the number of reviews is increasing, which is reflected in an average Google rating of 4.9 stars.

The new communication structure is also having a positive effect internally. Around 45 locations are already actively using hellomateo and benefit from automated message sequences, clear processes and a central overview of all customer contacts. The teams are relieved, as manual tasks are eliminated and individual message formulation is no longer necessary. In this way, auric not only gains efficiency, but also creates more time for what is central: providing customers with personal advice and care.