Open Reply assists OBI in developing "heyOBI" app and MarTech landscape

Open Reply, specializing in digital products and services within the Reply Group, has aided OBI Group in transforming its digital customer and advisory communications across Europe.

A key element of this support involved the co-development of the "heyOBI" app, a platform designed to optimize the customer experience across multiple channels. By providing relevant and personalized content, "heyOBI" serves as a companion for customers' DIY activities.

Open Reply also contributed to the development of OBI's marketing technology (MarTech) landscape. This includes transitioning from traditional paper inserts to advanced digital solutions, enabling a more efficient and targeted customer approach. The creation of a central communication hub within this MarTech structure connects all touchpoints of the "heyOBI" app with its comprehensive database, ensuring seamless data exchange between departments and employees. This facilitates personalized offers and advice, improving the customer journey.

Furthermore, new communication channels and platforms, such as a customer mailbox and updated website sections, have been introduced to boost engagement and generate more customer contacts. These channels allow customers to directly reach OBI and be connected with the most suitable expert from OBI's staff. In-store navigation tools and an integrated customer card with coupon functionality complete the shopping experience.

The "heyOBI" app has experienced significant growth, reaching over six million users, indicating strong service adoption. This is further reflected in its consistent 4.6 out of 5-star rating on the Apple App Store, based on more than 90,000 reviews.