Unieuro
Omnichannel Awarded by Netcomm.
Stores Integrated into a Single Platform.
New services launched (CiaoFila, Autoritiro and others).
Netcomm Award Best Omnichannel Project.
Leading Italian Consumer Electronics Manufacturer
Unieuro S.p.A. is the main Italian distributor of Consumer electronics ed household appliances, with a network of over 280 shops across the entire national territory.
The company has made a’digital innovation And of the customer centricity The pillars of your growth strategy.
For Unieuro, the future of retail is not online or offline: it's theirs seamless integration.
Beyond the Emergency: A New Structural Standard
The initial challenge was to manage the Entry quota during the pandemic, but Unieuro had the vision to transform a temporary emergency into a sustainable competitive advantage.
Three strategic objectives guided the project. The first: Remove the waiting managing peak traffic in physical stores without overcrowding. The second: Merge channels to allow the customer to start the journey online and complete it in-store without friction. The third: customise the service with dedicated consultations, replicating the experience of a trusted shop assistant remotely.
No off-the-shelf solution could meet all three needs in an integrated way over a network of over 280 retail outlets.
dBooking Enterprise: The One Engine for All Touchpoints
Booking dominance it has been implemented as a central platform to manage every physical and digital touchpoint of Unieuro.
Con CiaoFila! and the in-store totems, customers book entry via app or QR code, eliminating queues at entrances immediately and smoothly.
The service Click & Collect Enhanced manages dedicated slots for goods collection, with the launch of AuthorityThe customer books and receives the delivery directly in their car, without ever leaving the vehicle.
The module of hybrid consulting allows appointments to be booked with dedicated personal shopper, whether in person or video call, taking the customer relationship to the next level.
An Award-Winning Model of the “New Normal”
The project led to a drastic reduction in waiting times and a measurable increase in customer satisfaction NPS.
Thanks to the flow data sourced from Book2day, Unieuro now plans the staff rotas based on real attendance peaks, optimising resources and operating costs.
The most significant recognition has come from the market: the project has won the Netcomm Award come Best Omnichannel Project, certifying the excellence of a solution born out of an emergency and which has become a benchmark for Italian retail.
Brand leaders choose Domnia to transform customer experience and generate measurable value.
