Customized Customer Service
From the survey to the digital solution. A practical project with the Geiping bakery from Lüdinghausen
The hairdressing and beauty salon CABELO is a medium-sized craft business from Münster and is located directly at the harbor. Christel Vieth and Andreas Steinke have been running the business together since 1999. Around 30 employees cut, color, blow-dry and apply make-up to around 1200 customers every month. In addition to "normal" haircutting techniques, CABELO also offers special techniques such as the so-called "calligraphy cut". The hairdressers mix their own colors, offering customers a wide variety. After attending a workshop, Andreas Steinke contacted the Mittelstand4.0 Competence Centre in Lingen to carry out a digitalization project together.
The Current Situation
CABELO already uses an online booking system, a digital calendar and a digital customer file and conducts customer consultations in the salon using a tablet. The company obtains all digital solutions from an external service provider. However, the solutions are not yet fully linked with each other.
Customers can use the online booking system to make an appointment with a hairdresser they trust, with or without personalized access. Depending on the selected customer request, such as "haircut and coloring", the system recognizes how long the appointment will take on average and suggests options. A personalized appointment duration that takes into account all important characteristics, such as the customer's hair structure, is not yet possible with digital appointment booking. On site or when making an appointment by telephone, this is ensured by the employees and access to the necessary customer file.
The Project
CABELO wanted to link the service provider's existing IT systems with each other. To this end, the hairdressing salon is working with the Lingen Competence Center to create a catalog of requirements that reflects all the wishes for the system's innovations. These requirements are to be identified, summarized and prioritized using various methods. Andreas Steinke would like employees to be able to find all customer information not only in the card index but also in the calendar in future and for the systems to be meaningfully interlinked. There is also a desire to be able to store photos in the customer file and enter further information in order to offer customers a more comprehensive service and advice.
Further Details
Support Program:
This project was carried out by the Mittelstand4.0 Competence Center Lingen as part of the Mittelstand4.0 initiative of the BMWK Ministry (Germany)
