Tchibo Uses IMERO Platform for Scalable QR Code Customer Interaction

About Tchibo

Since its founding in 1949, Tchibo has been known for its unique business model combining coffee expertise with a versatile assortment of non-food products and services. As the market leader in roasted coffee in Germany, Austria, the Czech Republic, and Hungary, Tchibo operates over 900 stores in eight countries, more than 24,200 points of sale, and a strong online shop, making it one of Europe's leading e-commerce companies. Sustainability and innovation are core values for which this family-owned business has received numerous awards.

Fig. 1: The Tchibo Esperto fully automatic coffee machine with its corresponding web app accessible via QR code.

How Does Tchibo Use QR-Codes?

Tchibo strategically employs QR codes to facilitate direct digital customer interactions at the

product and point-of-sale levels. Each QR code leads customers to a tailored digital experience specifically created for each product. By scanning the codes, customers gain immediate access to relevant product information, maintenance and repair guides, as well as convenient reordering options.

What Content and Services Are Offered Through QR Codes?

Tchibo provides a wide range of digital services accessible via QR codes, including:

• Interactive online advice for selecting the ideal coffee varieties.

• Direct ordering options and offers for coffee replenishments.

• Video guides for the maintenance, cleaning, and repair of coffee machines.

• Quick assistance through interactive troubleshooting diagnostics.

• Option to schedule direct appointments with technicians via video inspection.

• Simple returns and complaint management.

This comprehensive service portfolio enhances usability and optimizes customer experience.

How Does Tchibo Achieve ROI?

By using the IMERO platform and QR codes, Tchibo realizes measurable benefits:

• Increased customer satisfaction: Immediate assistance and quick solutions noticeably improve customer experiences.

• Enhanced sales: Easy and direct reordering encourages impulse and repeat purchases. Direct sales through its online shop also increase profit margins.

• Brand awareness: Innovative and customer-friendly interactions strengthen brand loyalty and Tchibo's image as a modern provider.

These KPIs clearly demonstrate success and a high return on investment.

What Is the Main Reason Tchibo Uses IMERO?

Tchibo chose the IMERO platform due to its high scalability, flexibility, and user-friendliness. IMERO enables efficient creation, centralized management, and continual updating of digital content for numerous products. Furthermore, IMERO provides detailed usage statistics, allowing Tchibo to consistently analyze product and content popularity. This facilitates data-driven decision-making and continuous optimization of customer communication and offerings.