Walgenbach improves service processes and increases customer proximity with hellomateo

Walgenbach is an owner-managed family business from Düsseldorf, which has stood for high-quality kitchens, modern home appliances and comprehensive service since 1946. Run by the third generation, the company combines technical expertise with personal advice and a high level of service quality. The range of services ranges from tailor-made fitted kitchens and energy-efficient electrical appliances to spare parts and repair services. Under the motto “You can talk to us! “Walgenbach places particular value on clear communication, reliability and customer proximity. The aim is to closely support customers from initial planning to finished assembly. Managing Director Matthias Walgenbach is actively promoting the digitization of customer communication in order to make service processes more efficient and to implement marketing measures more directly and measurably.

Before the introduction of hellomateo, there was potential for optimization in both marketing and customer service. Marketing measures were heavily dependent on local delivery services, which made sending brochures and letters slow and costly. At the same time, email campaigns were not very effective in the B2C sector, as opening rates were low and mailboxes were overcrowded. A lot of service was done manually: Delivery announcements, follow-up after consultations or evaluation requests were organized individually and were not always consistently implemented. In addition, the exchange of photos via e-mail presented many customers with technical hurdles. The increasing demands in day-to-day business made it clear that a structured, automated solution was needed to simplify processes and digitally map the entire customer journey.

Walgenbach uses hellomateo as a central communication channel for marketing and service via WhatsApp. Automated delivery announcements the evening before inform customers in good time about upcoming deliveries. As a result, inquiries are reduced and delivery processes are planned more efficiently. Through integration into existing business software, messages are automatically played out along the entire customer journey. After orders have been completed, customers automatically receive a Google review request. Customers can also easily send photos to describe problems or show technical details. The team can see what is needed at a glance and can react more quickly. WhatsApp thus becomes a direct link between company and customer — personally, efficiently and completely integrated into existing processes.

Automating central communication processes noticeably relieves the team. Delivery announcements mean that customers are reliably at home when the delivery is made. There is a significant decrease in inquiries about the appointment, which relieves the organizational burden on the service department. Evaluation management is also having a clear effect. By speaking directly and personally via WhatsApp, customers respond significantly more frequently to review requests and write detailed reviews. WhatsApp is, of course, used by customers of all ages. The willingness to react is high, misunderstandings are reduced and the entire communication appears more personal. At the same time, the direct channel strengthens customer loyalty and opens up potential for upselling and cross-selling along the customer journey.