From Walkie-talkies To Effective Communication - Transforming Communication at Bricomarché with cWatch
Background
Bricomarché is a 1200m² DIY store located in Brzeg Dolny, Poland, and is part of The Musketeer Group franchise. The store offers a wide range of products for home and garden, and employs 24 staff members.
Prior to adopting the cWatch solution, Bricomarché relied on traditional walkie-talkies for internal communication. However, the system was ineffective and led to several operational challenges. Since June 2020, the store has been using cWatch, and the results have been remarkable
Challenge
When we first met with Patryk Górnicki, the owner of Bricomarché, we observed several issues with the store's communication methods:
Inefficient Communication
The walkie-talkies used by the staff created information noise. Messages could be heard by everyone in the store, which was disruptive and unproductive.
Lack of Targeted Communication
Walkie-talkies lacked the ability to send direct messages to specific individuals. Staff had to communicate through a main channel, which was cumbersome and time-consuming.
Physical Limitations
Walkie-talkies were cumbersome for staff, particularly when shelving goods. A device clipped to a belt was often in the way, and if unfastened, it was easily lost or damaged, a common issue in a DIY environment.
Reduced Customer Interaction
Because employees often had to search for each other to communicate, they were less available to assist customers. In a DIY store, customers often need specialized advice before making a purchase, and delays in communication led to missed opportunities, reducing the value of the shopping basket.
These issues highlighted the need for a more efficient, targeted, and practical communication system that would improve employee accessibility, customer service, and overall operational efficiency.
Solution
After analyzing the workflow and discussing the issues with the owner, we proposed the implementation of the cWatch solution for a one-month trial period.
The goal was to test how the system could improve communication and staff efficiency without any obligation.
- 17 cWatches
- 5 cPanels
- cDashboard
Implementation
Device Rollout
We introduced cWatch devices to the 24 staff members. Since only 15 employees work per shift, 16 devices were provided to ensure everyone had access to the communication tool during their shifts. The devices automatically connect to the 4G network, ensuring constant internet access without the need for complex configurations.
Charging and Maintenance
A charging station was set up in the staff room to ensure all devices were ready for use at the beginning of each shift. Managers were provided with a customer panel (cDASHBOARD) to manage devices, monitor their status, and analyze reports.
Training
A representative from our team trained the staff on how to use the cWatch devices and provided guidance on how specific departments could organize themselves for maximum efficiency based on their past experiences. The training was simple and intuitive, lasting only a few hours.
Ongoing Support
Throughout the trial month, our Customer Success Manager maintained regular contact with the shop to monitor usage, address any concerns, and ensure everything was running smoothly. During this time, walkie-talkies were put away and have not been used since.
Customer Assistance at Your Fingertips
In addition to the cWatch devices, we introduced cPanels, which were strategically placed in areas like gardening supplies, building materials, and the saw stand. These buttons are directly linked to the cWatch devices, allowing customers to request assistance from a staff member with a single press. The request is received on the staff member’s watch, and upon accepting, the customer receives a prompt response.
The cPanels have been used about 20 times a day, with staff responding to customer requests within 10 seconds, significantly improving the customer experience.
Results
Effective Communication
With cWatch, communication between employees is now seamless and efficient. Staff can easily contact specific colleagues, ensuring quicker responses to customer needs.
Improved Customer Service
Customers can now easily request specialized assistance and get their questions answered quickly, improving the overall shopping experience and helping to increase sales.
Increased Work Comfort
The shift from walkie-talkies to cWatch devices has made staff more accessible to customers and reduced the physical inconvenience of carrying a walkie-talkie. The devices are lightweight, easy to use, and always within reach.
Operational Efficiency
The store’s operations run smoothly, even between departments like cashiers and administration. The ability to send direct messages and alerts has streamlined task management and helped staff work more collaboratively.
Reduced Missed Opportunities
By improving internal communication, the store has reduced delays and ensured that staff are more available to customers, ultimately increasing the value of the shopping basket and improving customer satisfaction.
Conclusion
The implementation of cWatch at Bricomarché has significantly transformed communication and service efficiency in the store. By replacing traditional walkie-talkies with a modern, intuitive communication solution, the store has enhanced customer service, improved employee accessibility, and increased overall operational efficiency.
The cWatch solution has become an indispensable tool for the Bricomarché team, helping them meet customer needs quickly and efficiently while creating a more comfortable and productive work environment.
“The additional capabilities of cWatch, such as sending messages to specific people and generating usage reports, piqued my curiosity. The response to the watches was amazing. These devices elevate the quality of our work, transforming us from an ordinary shop to a standout business through high-tech solutions.”
Patryk Górnicki Owner, Bricomarché Brzeg Dolny
Learn how our customers around the world use cWatch every day to enhance team collaboration, improve safety, deliver a better buying experience, and increase visitor-to-customer conversion.
See how cWatch could bring you value
Try cWatch in your store!
