The medical supply store from Hesse offers a range of services and products, both offline and online, for customers of all ages. From rollators and care beds to orthoses, the Tretin orthopaedic technology centre (Fachzentrum für Orthopädie Technik Tretin) provides aids that make everyday life easier for its customers.
Dietzenbach, the company's headquarters, is also home to a workshop for custom-made orthoses and insoles. In this area especially, in-depth advice is essential.
Customer needs come first
There was no good way to advise customers digitally as well. The WhatsApp Business app was ruled out for two main reasons:
- The WhatsApp Business app is not GDPR-compliant and is therefore not suitable for customer communication, especially when sensitive data is involved.
- The WhatsApp Business app is not designed for use with several employees, locations and devices.
Because the WhatsApp Business app can still access the device's address book, using it is not compatible with the requirements of the General Data Protection Regulation. Communication also becomes confusing when several employees are in contact with customers at the same time. The smartphone app has no message assignment, internal notes or similar features.
With around 25 employees, using the WhatsApp Business app wasn't the only problem. The team strongly wanted a central platform that brings all relevant channels together. Managing several communication channels, inboxes and locations is a huge amount of work, especially when customers are to be supported throughout the entire customer journey.
Customers get order status updates via chat
To find the right product or aid for a customer, in-depth advice is essential, even before they visit one of the branches. That's why the medical supply store offers digital communication channels.
Superchat's messaging platform brings all the important channels together. Emails, SMS and WhatsApp enquiries are collected in a unified inbox. Communication is clear, centralised and accessible to all relevant employees.
Incoming messages are assigned to the right contact person and conversations are organised with labels. Internal notes record additional information about customers and orders. That way, no data or information gets lost.
Customers are now also informed via WhatsApp and SMS when their products are ready and about the status of their order.
Around 15 employees from different departments currently use the messaging platform. Internal processes and customer communication have improved since Superchat was introduced. Young or old, customers can reach the Tretin orthopaedic technology centre on the key messaging channels, and the team supports them at every step of the customer journey.
How Tretin benefits from Superchat:
- Less pressure on the phone and simpler communication thanks to WhatsApp and SMS.
- Easy sending of order information and updates via messenger.
- All messages and communication channels in one place.
