Hörsysteme Braun reduce missed appointments and strengthen customer loyalty with hellomateo

Hörsysteme Braun was founded in 2013 by Stefan Braun and is an owner-managed hearing care shop in Stetten am kalten Markt. The six-person team offers hearing systems in every price category, supplemented by free hearing tests and in-depth audio profile analyses in their own sound studio. The range of services includes modern adjustment methods, our own otoplasty factory as well as hearing protection, in-ear monitoring and swimming protection. A particular focus is on hearing therapy with offers such as hearing training, tinnitus training and hyperacusis management. Child care is also firmly established. With the Hörmobil, the company also enables customization and service outside the branch, thus underlining its commitment to customer proximity and individual support.

Prior to the introduction of hellomateo, Braun hearing systems had to deal with typical challenges in appointment management and customer communication. No-shows repeatedly led to unused time slots on the calendar. Appointments were forgotten or inquiries remained unresolved. During the company holidays, service requests accumulated, which could only be processed after the vacation. This led to high capacity utilization after returning home and partly to dissatisfaction among customers who were not informed of the closure in good time. Remembering resupplies or regular service checks also involved considerable manual effort. As a result, existing customers were contacted in person irregularly. At the same time, customers in hearing acoustics have very different digital affinities, which is why a simple, barrier-free communication solution was necessary to reliably reach all customer groups.

With hellomateo, Braun hearing systems rely on automated appointment reminders via WhatsApp the day before the appointment. This significantly reduces no-shows and makes everyday work easier to plan. All messenger requests come together centrally in one inbox. The team keeps track of open topics and can clearly assign tasks internally. Customers actively use WhatsApp for brief inquiries or send photos, for example when handling accessories or TV adapters. In addition, the company is informing its customers via WhatsApp newsletter a few weeks before the company holidays about the option of having hearing systems checked before they go on vacation. The response is high, and many make an appointment as a result. Add-on products such as cleaning kits or accessories are also specifically advertised through campaigns and lead to additional shop visits.

The introduction of hellomateo results in significantly more structured processes and fewer missed appointments for Braun hearing systems. Automatic reminders the day before increase the binding nature of appointments and reduce the effort required for telephone follow-up. WhatsApp communication is received very positively by customers. With an opening rate of 96 percent, messages reach almost the entire customer base. In particular, proactive information before the company holidays ensures a better distribution of workload and prevents dissatisfaction after the vacation. Personal, uncomplicated communication strengthens customer loyalty in the long term. Many customers return to the store more frequently, use additional offers and appreciate the quick availability. At the same time, the quality of service is reflected in the online reputation: The company is rated exclusively 5.0 stars on Google