Case study
11 min read
Bricomarché is a 1,200 m² DIY store in Brzeg Dolny, Poland, part of The Musketeer Group franchise. It offers a wide range of products for home and garden and employs 24 staff members.
Before cWatch the store relied on traditional walkie-talkies for internal communication. 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.
When we first met with Patryk Górnicki, the owner of Bricomarché, we observed several issues with the store’s communication methods:
The walkie-talkies created information noise. Messages could be heard by everyone in the store, which was disruptive and unproductive.
There was no way to send a direct message to one person. Staff had to communicate through a main channel, which was cumbersome and time-consuming.
A device clipped to a belt was in the way while shelving goods, and once unfastened it was easily lost or damaged — a common story in a DIY environment.
Because employees had to search for each other, they were less available to customers. In a DIY store advice often decides the purchase, so every delay meant a smaller 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.
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
Every member of the team received a cWatch, with enough devices to cover each shift. They connect to the 4G network automatically, so there is constant internet access without any complex configuration. A charging station in the staff room keeps them ready for the start of every shift, and managers got cDashboard to manage the devices, monitor their status and read the reports.
A representative from our team trained the staff and advised how individual departments could organise themselves for maximum efficiency, drawing on what had worked elsewhere; the training was simple and intuitive and took only a few hours. Throughout the trial month our Customer Success Manager stayed in regular contact with the shop to monitor usage and answer questions. The walkie-talkies were put away then and have not been used since.
A cWatch stays on the wrist while the work goes on at Bricomarché Brzeg Dolny.
Alongside the watches we introduced cPanels, placed in gardening supplies, building materials and at the saw stand. The buttons are linked directly to the cWatch devices, so a customer can call for a member of staff with a single press. The request lands on someone’s watch, and once accepted the customer gets a prompt response.
A cPanel at the saw stand - one press and the nearest advisor knows.
Communication between employees is seamless: staff contact a specific colleague directly, which means quicker responses to customer needs.
Customers request specialized assistance easily and get their questions answered quickly, which improves the shopping experience and helps increase sales.
The devices are lightweight, easy to use and always within reach, so staff are more accessible to customers and free of the walkie-talkie on the belt.
Operations run smoothly even between departments like the cash desk and administration; direct messages and alerts streamlined task management.
Fewer delays and more available staff translate into a higher basket value and better customer satisfaction.
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 solution, the store has enhanced customer service, improved employee accessibility, and increased overall operational efficiency.
cWatch 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
20
cPanel calls
Handled every day
10 s
Response time
From the press to a member of staff
Clients
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