MediaMarkt is a European retailer of consumer electronics and home appliances. They offer a wide range of products and are known for competitive prices and good customer service.
The Challenge
As MediaMarkt’s in-store business expanded and the volume of orders increased, several operational challenges became evident in some of their brick-and-mortar stores. One of the most pressing issues was the growing number of errors in the customer reservation process. Store personnel struggled to maintain a clear overview of reservation statuses. This resulted in confusion, delays, and a less than optimal customer experience.
Furthermore, communication between store personnel and customers regarding reservations was often problematic. Difficulty in contacting customers to inform them about the status of their reservations or to arrange pickup times led to frustration and inconvenience.
How we solved the challenges
To address MediaMarkt’s operational challenges, Bluespace Solutions introduced Bluespace WMS and its integrated reservation module into several brick-and-mortar stores. This solution enabled stores to create customer reservations directly within the system, eliminating the need for manual processes and improving efficiency.
Furthermore, Bluespace WMS provided a centralized platform for store personnel to manage reservations and communicate with customers. The system’s integrated communication tools facilitated easy contact with customers, ensuring timely updates and notifications regarding reservation status.
The reservation module also introduced waitlist support, allowing MediaMarkt to accommodate customer demand for out-of-stock or pre-ordered items. By managing waitlists within Bluespace WMS, stores could effectively communicate with customers about availability and notify them when their desired products became available.
The Results
- A 60% reduction in errors related to reservation creation, processing and communication
- >25% increase in customer satisfaction ratings as measured by Net Promoter Score (NPS)
- Bluespace WMS successfully handled an increase in reservation volume without compromising performance, demonstrating its ability to support the stores future growth
