Case Study: Salling Group improves customer satisfaction and cuts labor costs with Zello

Salling Group cuts customer wait times by 10 minutes with Zello

Salling Group, Denmark's largest retailer, faced a challenge in providing prompt customer assistance across its stores. Their old system of doorbells monitored by a single employee often led to long wait times and customer frustration when that employee was busy. They implemented Zello Kiosks, a push-to-talk solution from vendor Zello, to streamline customer requests.

The solution involved setting up Zello Kiosks where customers could request help via touchscreen. This pinged a shared Zello channel staffed by many employees, ensuring a faster response. Zello enabled a 10-minute faster response time, a 2-point increase in CSAT scores, and an estimated 25% labor cost savings. Employees also use the Zello app for various operational tasks, sending over two million messages monthly.

Salling Group

Tobias Rolver

Infrastructure Engineer, Salling Group