Face-to-Face CRM
A custom CRM built around how audiologists actually work with customers in person — the in-store journey, follow-ups and aftercare — rather than a generic sales pipeline bent to fit. Built for a national hearing-aid retailer operating across multiple countries.
The problem it solves
In-shop, audiologists have to walk every customer through hearing tests, insurance, devices and aftercare — and every country has its own legal, health and insurance rules. That is a lot of complexity to carry in a single conversation, and a generic sales pipeline gives them no help carrying it.
We interviewed audiologists, sat in on sessions, then designed and built a customer-engagement solution that carries the complexity for them. The conversation carries the complexity instead of the person — and customers finally understand what they're choosing.
What it delivers
Built from the consultation outward — the system follows the in-store conversation: test, options, insurance, aftercare — instead of forcing the conversation to follow a pipeline.
Local rules designed in — every country's legal, health and insurance rules are part of the design, not an exception list maintained on the side.
Rolled out country by country — one solution, adapted per market without a rewrite each time.
Shared ways of working — the country teams collaborate on the solution through a shared process we set up, instead of each maintaining their own fork.