MediaMarktSaturn’s Digital (r)Evolution

About MediaMarktSaturn

MediaMarktSaturn is a leading consumer electronics retailer in Europe, operating 400 stores across Germany. Their online and fixed-location offerings reach millions of customers every day. Known for its wide range of products and extensive customer consultation services, MediaMarktSaturn is committed to enhancing the shopping experience for its customers.

Company size
50,000 employees

Problem

  • Long queues and waiting times
  • Staff allocation and operational efficiency issues

Solution

  • Linistry Retail Orchestration
  • Linistry Retail Sales & Staff Caller

Summary

MediaMarktSaturn faced significant challenges with customer queues and waiting times, which affected customer satisfaction and operational efficiency. By partnering with Linistry and Algotech, the retailer implemented innovative digital solutions to streamline customer service processes, reduce waiting times, and improve overall customer experience.

The Challenge

Long queues and wait times MediaMarktSaturn’s customers often experienced long queues and waiting times, particularly for services requiring extensive consultation, such as financing, TV calibration, and in-store order pick-up. These delays not only frustrated customers but also hindered the efficient allocation of staff and resources.

The Solution

  • Linistry Retail Orchestration
    To address these challenges, MediaMarktSaturn collaborated with Linistry and Algotech to implement a digital retail orchestration system. Key components of the solution included:
  • Digital Queue Management
    Customers can queue digitally for various services, allowing them to shop or drink a coffee while waiting for their turn. This system minimized idle time and enhanced the overall shopping experience.
  • Appointment Booking
    Customers can book appointments for consultation and save time in the stores.
  • Sales Caller
    Customers can call for assistance using a digital sales caller, ensuring prompt service even in less monitored areas of the store. Employees, equipped with work smartphones, could respond quickly to customer needs.
  • Employee-to-employee Caller
    This feature enables staff to call colleagues for assistance with specific tasks or customer questions, improving internal communication and operational efficiency.

Future Plans

MediaMarktSaturn continues to innovate with Linistry and Algotech. Future developments include:

  • Customer Experience Manager
    Further improvements to the digital queueing system, such as personalized greetings and pre-specified consultation requests, are in the pipeline.
  • Online Appointment Booking
    Integrating online appointment scheduling into the call center will allow customers to book consultations in advance, streamlining the service process even further.

Results

The implementation of Linistry’s digital solutions led to significant improvements for MediaMarktSaturn:

  • Reduced Waiting Times
    Customers experience shorter waiting periods, leading to higher satisfaction levels.
  • Enhanced Customer Experience
    The ability to shop or relax while waiting for services made the in-store experience more pleasant.
  • Improved Staff Efficiency
    Better data about customers allowed for more efficient allocation of employees, enhancing overall store operations.
  • Conclusion
    MediaMarktSaturn’s partnership with Linistry and Algotech has transformed its customer service operations, setting a new standard for efficiency and customer satisfaction in the retail industry. With ongoing innovations and a commitment to excellence, MediaMarktSaturn is well-positioned to continue leading the way in personalized customer experience.

Download the case study in pdf format.

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