Case Study: BayWa AG delivers expert remote customer support with friendlyway video kiosks

BayWa AG launches live video support at 2 pilot stores with friendlyway

BayWa AG, a large German building materials retailer, faced a challenge in providing expert advice to customers across all its store locations, as specialists were not always on-site. This led to longer wait times and inefficient communication. They partnered with friendlyway to implement a solution using the Welcome 43 Pro kiosk to provide direct access to expert support.

friendlyway's solution integrated Microsoft Teams into the kiosks, enabling live video consultations with central experts. The kiosks also seamlessly handled EC card payments and document printing within the same session. This implementation eased the workload for in-store staff and provided customers with immediate, high-quality expert advice and a streamlined purchasing process, reinforcing BayWa's position as an innovator in its sector.

BayWa AG