REPLY: Open Reply Supports OBI in Further Development of the "heyOBI" App and Marketing Solution Landscape
29 Juli 2024 - 9:30AM
Business Wire
Open Reply, specialising in digital products and services within
the Reply Group, has helped the OBI Group, which operates across
Europe, to transform its digital customer and advisory
communications. A key component of this support was the
co-development of the "heyOBI" app, an innovative platform
designed to optimise the customer experience across multiple
channels. Relevant and personalised content makes "heyOBI" a
reliable companion for customers' individual “Do-it-yourself” (DIY)
activities.
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Open Reply has helped the OBI Group to
transform its digital customer and advisory communications. A key
component of this support was the co-development of the "heyOBI"
app, an innovative platform designed to optimise the customer
experience across multiple channels. (Graphic: Business Wire)
Open Reply was also involved in the development of OBI's
marketing technology (MarTech) landscape. This includes
replacing traditional paper inserts with advanced digital
solutions, resulting in a more efficient and targeted customer
approach. The creation of a central communication hub within this
MarTech landscape enables cross-organisational and targeted
communication with end customers. This hub connects all touchpoints
in the “heyOBI” app with its comprehensive database, ensuring
seamless data exchange between different departments and employees
at OBI. It allows the company to personalise offers and advice to
customers and provide a better customer journey.
Furthermore, new communication channels and platforms, such as a
customer mailbox and new areas on the website, have been introduced
to increase engagement and generate more customer contacts. These
channels allow customers to contact OBI directly and be put in
touch with the most appropriate expert from a pool of OBI
employees. Store navigation tools and an integrated customer card
with couponing functionality complete the shopping experience.
The "heyOBI" app has seen strong growth in recent years,
reaching more than six million users, which speaks to the
high level of acceptance of the service. This is also reflected in
the app's consistently positive ratings of 4.6 out of 5 stars in
the Apple App Store with over 90,000 reviews.
John Krieger, senior vice president digital customer platform at
OBI, commented: "Our transformative approach aims to deliver a
seamless, customer-centric home improvement experience. The
integration of digital solutions, in-store tools and personalised
communications reflects our commitment to meeting the evolving
needs of DIY and garden enthusiasts. With Open Reply's support, we
will be able to guide our customers through their entire DIY
journey and establish ourselves as a pioneer in customer-centric
service design."
Reply
Reply [EXM, STAR: REY] specialises in the design and
implementation of solutions based on new communication channels and
digital media. As a network of highly specialised companies, Reply
defines and develops business models enabled by the new models of
AI, big data, cloud computing, digital media and the internet of
things. Reply delivers consulting, system integration and digital
services to organisations across the telecom and media; industry
and services; banking and insurance; and public sectors.
www.reply.com
Open Reply
Open Reply is a Reply Group company specialising in digital
transformation, mobile solutions and networked platforms. We offer
cross-sector consulting services, conception, creation as well as
the development of solutions based on mobile technologies with the
aim of sustainably strengthening the market position through a
state-of-the-art digital experience. www.open.reply.com
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version on businesswire.com: https://www.businesswire.com/news/home/20240729261687/en/
Media contact: Reply Fabio Zappelli
f.zappelli@reply.com Tel. +390117711594 Sandra Dennhardt
s.dennhardt@reply.com Tel. +49 170 4546229
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