Case Study: Home24 achieves scalable store operations and better customer experience with Next Matter

Home24 Outlet improves customer experience and streamlines store growth with Next Matter

Home24 Outlet, the German concept store arm of Home24, needed a scalable way to connect teams, functions, and store locations as it expanded quickly. Its existing mix of shared spreadsheets, messaging apps, and task tools was not efficient enough to manage the thousands of daily purchase-to-handover processes required to deliver a consistently strong customer experience.

Next Matter provided a flexible process management platform that Home24 Outlet could roll out and adapt quickly across stores. The team built an initial process in just two hours, onboarded staff in about 10 minutes, and successfully launched it before opening new locations; the solution later scaled to multiple outlets and additional workflows like returns and insurance claims, helping reduce errors, speed up operations, and improve customer service across thousands of transactions.

Home24

Frank Diete

Managing Director