- Case Studies
Optimized customer experience thanks to Pimcore
Anything, anytime, anywhere: Pimcore makes it possible to fulfill as many and varied customer requests as possible. With the flagship store in Lucerne (Switzerland), the cornerstone was laid for Spaeter’s pick-up shops of the future.
The idea: A pick-up shop that is accessible around the clock. Almost an ever-available spare parts warehouse where customers can find their way around even without personnel. This is the challenge that Spaeter set itself while working with valantic.
In addition to providing reliable logistics and transport, Spaeter AG operates numerous pick-up shops for last-minute needs. But what to do if spare parts are needed on the construction side outside of business hours? Spaeter is meeting this demand for urgently-required products with a forward-looking solution:
CIO Spaeter AG
”The motto is anything, anytime, anywhere. With our new Spaeter pick-up shop in Lucerne, we want to fulfill this customer need as well as we can.“
Spaeter is one of the leading Swiss wholesalers in the building supply industry. Supplied are customers from the building trade and ancillary building trades, as well as industry. The product focus is on the steel and metal, building and building technology sectors. 800 employees in 30 locations ensure efficient flows and continuing customer satisfaction.
In addition to online sales, around 20 stationary pick-up shops are available throughout Switzerland. There the goods can be bought on site and taken away.
Improving customer experience
Stephan Habegger, CIO Spaeter AG, talks in the interview about customers’ desires and fulfilling customers’ needs.
valantic’s customer Spaeter is using an augmented shop experience to take customer experience to the next level. Here’s what the new flagship pick-up shop in Lucerne is offering:
Pick up and take away products around the clock in pick-up shops. To realize this vision, indoor navigation with augmented reality was developed for the Spaeter app. This way, customers can find everything quickly and easily, even without the help of personnel. The result is a system that supports optimal purchasing.
The project links the existing online shop and the Spaeter app with the bricks-and-mortar pick-up shop. The result is numerous “new” processes that create a better customer experience:
A map is at the heart of the augmented reality navigation. It depicts the approximately 40 shelves in the store. So-called locked areas, zones that are not accessible, are also marked. A coordinate system transmits the appropriate data to the app.
The process allows customers to navigate the shelves automatically. The app knows where the items are stored. Directions are displayed by the coordinate system using arrows and lead the customer to the product. A visual editor designs the updating of the map so that it is as user-friendly as possible.
CIO Spaeter AG
”The initial customer feedback is promising and give us the courage to keep pursuing the trail we have blazed. We believe that with our project, we are laying the cornerstone for all of our future pick-up shops and this way, we will be able to assist customers with their activities as well as possible.“