Overview
Mobile search has significantly changed the way consumers make purchases. Today’s shoppers are online everywhere, looking for information in their immediate vicinity every day. But at the same time, they prefer to shop offline in brick-and-mortar stores. Empowered by an abundance of information at their fingertips, consumers are now owning the customer journey, and no two customer journeys are the same. This means, the way today’s consumers find you, like you and recommend you has changed radically. Weldom, the French DIY retailer, turned to Uberall for a double-side solution:
- To ensure they were meeting their current and prospective customers at all the different points along this new customer journey.
- To improve the response time and engagement with consumer reviews in order to differentiate and improve its brand perception.
The Challenge
With the ever increasing number of local information platforms to optimise and keep up to date, Weldom needed a new way to effectively manage the online data of its 200 store locations and online customer engagement at the local level. The solution would need to ensure its online listings were accurate everywhere; and local franchisees could manage their own listings and respond to customer reviews.
The Solution
From one centralised platform, the team now manages all its listings and reviews across 200 store locations. This allows both head office and franchisees to make changes to opening times or contact details in a single click for all platforms in real-time. Through Uberall Engage, franchisees provide personal responses to customer reviews relevant to their store, while head office has complete visibility across all locations, and the ability to analyse local customer insights.
The Results
Only a few weeks after the Uberall platform was implemented, the Weldom digital marketing team noticed a significant increase in online interactions. The user rights of the Uberall CoreX have enabled the team to provide access to the right people, and set up workflows and notifications to ensure each franchise is responsive and adhering to brand guidelines. Each store has become more autonomous with less queries and questions, due to the easy- to-use, intuitive platform. Weldom is delighted with the assistance given by the Uberall team, from the implementation of its cloud data to receiving regular follow-ups and results.
