Case Study: OBI drives online sales and customer loyalty with SMARTASSISTANT

OBI Drives Online Sales and Loyalty with Intelligent Digital Sales Assistants

OBI, Germany’s leading DIY retailer with more than 650 stores across Europe and over 100,000 items online, wanted to give online shoppers the same level of personal advice they received in stores. In a market where product guidance is essential, the company needed a way to help customers avoid choice overload and make better buying decisions. It chose SMARTASSISTANT to support that goal.

Using SMARTASSISTANT’s Digital Advice Suite, OBI launched intelligent product, shopping, and project assistants across multiple categories, including kitchens, greenhouses, pond liners, and DIY planning and budgeting. The assistants guide visitors through needs-based questions and help them find relevant products and materials. OBI says around 30% of visitors to product category overview pages now use the assistants, and the system has helped increase online sales, foster customer loyalty, and support ROPO-driven in-store purchases.

OBI

Sebastian Remer

Head of E-Category Management