How Richner creates an innovative and first-class customer experience

More and more customers today expect a seamless and convenient shopping experience - both in-store and online. Baubedarf Richner has solved this challenge with an innovative concept: the 'Future Showroom'. Here, customers can discover different bathroom styles and fittings in a unique environment and even create material lists with prices and options.

But that's not all: in this article, we would also like to introduce you to Calenso's revolutionary appointment configurator, which makes appointment scheduling and management simple and efficient for Richner customers and employees alike. Read on to find out how these two technologies take the customer experience to a new level.

During the pandemic, it was important for Richner to ensure that customers could be advised both safely and comfortably. In order to control the number of customers, consultations were only held by appointment. Coordinating more than 30 locations and 350 employees posed an additional challenge.

Solution approach: Calenso and Baubedarf Richner

The building materials retailer decided to implement Calenso to enable efficient scheduling and management. This innovative solution enables Richner to make optimal use of its resources. But also to offer customers a user-friendly way to make appointments online.

With the introduction of Calenso, Baubedarf Richner achieved efficient appointment planning and management. The system simplifies the process for customers and employees by automatically taking into account the availability of consultants. This process ensures effective coordination of appointments.

Tactile, visual and digital design | Future Showroom

With the innovative 'Future Showroom' in the Yond commercial building in Zurich, Richner relies on configuration boxes and 3D animations. Customers can also be guided through the showroom and discover different bathroom styles and fittings. They then use QR codes on the individual products to create material lists including prices and design options.

Richner uses a variety of tech widgets to ensure they stay on top of organizing appointments and bookings. Here are some of the technical features Richner uses:

• Branch management with zip code search
• Private and professional customers Booking
• Smart widget: Appointment booking with qualification questions
• Digital customer journey platform
  • Lead forms
  • Bathroom / Floor / Tiles and Kitchens "Configurator" (Surveys)
  • NPS customer satisfaction measurement
• Company-specific authorization concept (roles and authorizations)
• Online + offline consulting

With the slab configurator, an in-house development by Richner, customers can search for slabs and tiles according to various criteria and view them in a 360-degree visualization. They also have the opportunity to test the products haptically before seeing their selection in a 3D visualization on the screen and receiving it later by e-mail.

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Advantages of the Calenso configurator

Calenso's appointment configurator significantly improves the customer experience at Richner. Customers can now easily and conveniently arrange the right appointment for their consultation online. Finding an appointment quickly increases customer satisfaction. This optimization enables the company to respond more effectively to individual customer needs.

Optimize customer satisfaction with Calenso now 

Richner benefits from the automation of appointment management, as the manual effort required to coordinate appointments is significantly reduced. This leads to increased efficiency and productivity, as employees have more time for advising and supporting customers and do not have to worry about organizing appointments.

Boost lead generation with Calenso configurators

Calenso is a useful solution for companies that want to improve their customer acquisition. Richner uses the configurator on its website to help customers specify their individual needs and find suitable products and services. The process begins with targeted ads that lead customers to Richner's website. After configuration, an appointment can be made to receive personal advice on site. After the purchase, there is a follow-up to ensure that the customer is satisfied and a Net Promoter Score is collected to evaluate the customer experience. This process improves customer acquisition and increases customer satisfaction.

This process has several advantages for companies, as it helps to attract new customers and increase their satisfaction. With the help of targeted ads and a simple configurator on the website, customers can quickly and easily find products and services that fit their needs. The option of arranging personal consultation appointments on site enables a personal experience and strengthens trust in the company. A post-purchase follow-up and Net Promoter Score survey help to measure customer satisfaction and identify improvements. In summary, this process is an effective way to attract new customers and increase their satisfaction.

Even more advantages

The appointment configurator also enables better utilization of consulting resources. Targeted appointment scheduling can minimize idle times and increase the quality of advice. This also creates a financial advantage for the company, as the costs for unused consulting capacity are reduced.

Overall, Calenso's appointment configurator offers numerous advantages for both customers and Richner and helps to optimize the consulting process.

Success stories since the implementation of Calenso

Since the introduction of Calenso at Richner, customer satisfaction has increased significantly. There has also been very positive feedback. Lead generation and customer loyalty have also improved significantly. The reason for this was that customers had a user-friendly tool for making appointments.

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Conclusion: The innovative appointment configurator from Calenso

Calenso's innovative appointment configurator provided Richner with unique support during the pandemic. The combination of digital technology and personal advice created an optimal customer experience. Thanks to the appointment configurator, Richner was able to make optimal use of its resources and offer customers a user-friendly way to make appointments. This allowed the company to focus on the needs of its customers and offer high-quality advice.

Thanks to the increased efficiency in scheduling and managing appointments,the Richner team was able tofocus on the needs of customers and offer high-quality advice. This led to higher customer satisfaction and greater customer loyalty.

The perfect combination

Overall, Richner and Calenso's success story underlines the importance of innovative technologies and solutions to adapt to ever-changing market conditions and customer needs. A seamless integration of digital and personal aspects in the advisory process is essential to ensure a positive customer experience and long-term success.