Dominik Steininger serves as CEO of markenkäpt'n while also being an accomplished content creator. Operating as @bayerischerfreak with a focus on regional Bavarian content, he has amassed over 180,000 followers on Instagram and more than 290,000 on TikTok.
His proven track record in building and managing large-scale social media communities positions him as an ideal authority on digital customer communication.
Here's the English translation with the same formatting:
markenkäpt'n is a subsidiary of B/O Telekommunikation and strategically introduced Superchat first across the 20 mobile phone stores in its own network.
What problem does Superchat solve for mobile phone stores?
Mobile phone stores struggle to reach their existing customers effectively. Traditional channels like letters or newspapers no longer work well, and although they use WhatsApp, they lack a structured overview of customer information such as tariffs, devices, and important dates like contract renewals. As a result, they cannot target customers effectively, leading to significant waste in customer communication.
Superchat solves a fundamental problem in the telecommunications industry: timely and effective customer outreach before contract expiration. The combination of detailed customer management, intelligent search functions, and automated campaigns makes it possible to systematically achieve higher reactivation rates.
In an industry where timing is particularly crucial, Superchat provides the necessary tools to send the right message at the right time. The easy usability and excellent support make the solution accessible even for teams without technical experience.
The numbers speak for themselves
The implementation of Superchat has led to exceptional results at B/O Telekommunikation:
1. 20 mobile phone stores centrally managed
Multiple providers' locations are centrally managed through dedicated Superchat workspaces, enabling unified communication standards and efficient campaign management.
2. Increased customer reactivation
WhatsApp messages achieve significantly higher response rates than traditional communication channels. While the telecommunications industry surprisingly still relies heavily on postal mail, customers respond to WhatsApp messages faster and show more interest in renewal and upgrade offers. The personal and direct nature of communication creates a foundation of trust that is missing with letters and emails.
3. Integration of Meta Ads campaigns
WhatsApp Click-to-Chat Ads via Meta lead to direct customer contacts, as user behavior has shifted. Particularly the younger generation prefers WhatsApp as their first point of contact over phone calls, Instagram DMs, Facebook messages, or emails. This preference for direct text messaging makes WhatsApp the ideal channel for initial contact.
The three favorite features of the markenkäpt'n team
1. Detailed customer profiles
Superchat's comprehensive user interface makes it possible to fully capture every customer. When a number is contacted, all relevant information is immediately available: which tariff, which phone, which provider, and which insurance. This overview is not offered by the standard WhatsApp Business App.
2. Intelligent search function for contract management
The advanced search function enables targeted campaigns for expiring contracts. This feature is crucial for mobile retailers, as they need to know exactly when contracts expire in order to submit better offers in time. By entering a date, all contacts who, for example, renewed their contract in 2025 are displayed.
3. Automations for newsletters and campaigns
The automation workflows are designed intuitively and are self-explanatory. Particularly valuable are automated opt-out functions that sort customers into separate lists so they can be contacted by phone later. Communication via WhatsApp is significantly more effective than traditional postal mail.
How markenkäpt'n benefits from Superchat
As a marketing agency, markenkäpt'n faces the challenge of running consistently high-quality campaigns for various mobile store clients. Traditional customer outreach via letters no longer worked sufficiently.
Superchat enables the agency to systematically coordinate renewal campaigns for all managed locations. This division of labor between centralized campaign creation by the agency and local customer service by the locations works optimally.
The integration with Meta Ads has proven particularly successful. By linking Facebook campaigns with WhatsApp (Click-to-Chat Ads), new customers can be generated who make direct contact via WhatsApp and ask for further information. The opt-out management demonstrates the strategic thinking of a professional marketing agency: customers who opt out of newsletters are sorted into separate lists and can be contacted by phone later. This systematic lead nurturing distinguishes markenkäpt'n from improvised individual solutions.
Selection and implementation of Superchat
Kick-off and strategy
B/O Telekommunikation was looking for a solution to the problem of hard-to-reach existing customers. Traditional communication channels like newspapers no longer reached customers sufficiently, and Meta Ads worked, but not for all target groups.
Comparison with alternatives
The team tested several providers and conducted calls to evaluate the various solutions. Superchat convinced them with its superior user interface and intuitive usability.
Implementation and support
The rollout went smoothly thanks to the support. The team can focus entirely on using the platform without having to overcome technical hurdles.
Future plans with Superchat
markenkäpt'n is planning integration with point-of-sale systems so that all relevant data is automatically updated in Superchat with every new contract conclusion. The renewal date would automatically be extended by two years, and all contract data such as provider and phone manufacturer would be transferred directly.
The long-term goal is a fully automated system for continuous growth. Dominik Steininger estimates that they currently use only 50% of Superchat's features and sees significant potential for further optimization.
