Case Study: BrightHouse achieves real-time customer service and seamless onboarding with Kitewheel

Brighthouse Provides Better Real-time Customer Service in Stores

BrightHouse, a major UK electronics retailer with 270 locations and a thriving online business, needed to unify its offline and online customer experiences to improve service and streamline onboarding. Customers were being shown irrelevant offers online due to a faulty manually coded system, and store associates often lacked access to customer information when shoppers came in to complete purchases.

To solve this, BrightHouse worked with Kitewheel and its cloud-based customer engagement hub to connect channels in real time, replace complex code with drag-and-drop journey building, and give store staff access to customer profiles and affordability assessments. Kitewheel helped the brand build the in-store and website processes in less than a month, reducing wait times and staff stress while improving the onboarding experience and customer engagement, with plans to roll the platform out across all stores.

BrightHouse