Enrich: Enhancing Customer Experience and Boosting Sales with IoT
Technology Category
- Networks & Connectivity - 5G
- Sensors - Lidar & Lazer Scanners
Applicable Industries
- Cities & Municipalities
Applicable Functions
- Sales & Marketing
Use Cases
- Demand Planning & Forecasting
- Smart Campus
Services
- Cloud Planning, Design & Implementation Services
About The Customer
Enrich is the largest chain of CoCo (Company Owned & Operated) hair & beauty salons in India. With nearly 2,000 employees and 83 salons across six cities, they serve 130,000 unique customers every month. They are the largest chain of their kind in Mumbai, Pune, Ahmedabad, Bengaluru, Vadodara, and Surat, and have ambitious growth plans. They have been awarded the Best Regional Salon Chain of the Year for three consecutive years, and have also been recognized for their digital marketing, regional retailing, and IT impact.
The Challenge
Enrich, the largest chain of CoCo hair & beauty salons in India, faced a significant challenge when the demand for their services increased, leading to a surge in calls to their central line. The salon's agents were overwhelmed, and the company sought a more efficient way to communicate with customers and improve their experience, particularly for home salon clients and appointment booking agents. A survey revealed that 83% of clients preferred chat support for scheduling appointments over phone calls. The global pandemic and lockdown further complicated matters, necessitating a solution that could automate the appointment scheduling process and provide effective customer support remotely.
The Solution
Enrich introduced WhatsApp as a new customer communication channel using Infobip’s cloud contact center solution, Conversations, given the platform's popularity in the region. They created 87 queues, one for each location, to route customers to the right agent based on their chosen city and salon. To automate the appointment scheduling process, Enrich built a self-service chatbot on WhatsApp. They also set up a Click to WhatsApp campaign to raise awareness for their new communication channel. When the global pandemic hit, Enrich used WhatsApp to stay connected with customers remotely, sharing beauty tips and enabling purchases through the chat app. Once the lockdown was lifted, they used WhatsApp to share store opening information, working hours updates, and to send surveys to track customer satisfaction.
Operational Impact
Quantitative Benefit
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