VEHR Hörakustik inspires customers and streamlines processes thanks to automated customer communication via hellomateo

VEHR Hörakustik is a family-run company that has stood for better hearing in Emsland and Rheine since 1989. Under the second-generation management of Jannik Vehr, the company has grown to six locations with 22 employees. The focus is on quality, personal advice and service that is consistently geared to the individual needs of customers — from a free hearing test to the adjustment of modern hearing systems to tinnitus solutions, hearing protection and in-ear monitoring. Home visits and information offers in retirement homes complement the range of services. The motto “Hearing means standing” shapes the claim to support every customer in such a way that hearing is once again experienced as an advantage in everyday life.

Before the introduction of hellomateo, VEHR Hörakustik was already using WhatsApp, albeit via individual WhatsApp business accounts on company iPhones. The processes were manual, confusing and not optimally solved from a data protection perspective. Automations could not be mapped in this setup. At the same time, administrative expenses in the company rose steadily. Industry requirements, certifications and organizational issues took up valuable time that was actually intended for customers. Marketing and existing customer communication was heavily dependent on individual employees and could not be scaled in a structured way. Although WhatsApp was well received by customers and appeared much more personal than email, there was no professional, integrated solution that combines automation, data protection and system connectivity.

With hellomateo, VEHR hearing acoustics automates the entire customer journey — from initial contact to long-term service commitment. As soon as an appointment is entered in the industry system, an automated WhatsApp welcome message starts. Customers can sign up for the WhatsApp newsletter directly, which is segmented by customer groups. A questionnaire is automatically sent out before the first consultation. This allows customers to describe their expectations while the team can prepare in a targeted manner. The appointment is followed by an automated evaluation request at the appropriate time. Appointment reminders and invitations to service appointments are also sent via hellomateo. Customers with WhatsApp receive their invitations digitally, others continue to receive their invitations by letter. The integration ensures clean documentation and a consistent process along the entire customer journey.

The introduction of hellomateo makes processes at VEHR Hörakustik significantly more efficient and structured. Automated welcome messages, questionnaires, appointment reminders and evaluation requests noticeably relieve the team in everyday life. Administrative tasks run in the background without individual employees having to manually intervene. With an opening rate of 96 percent, WhatsApp messages reach almost all customers reliably and are often read within a few minutes. According to management, the feedback on appointment reminders is “great”, as customers confirm, postpone or cancel appointments early on. This ensures greater planning security and reduces failures. At the same time, customer loyalty is strengthened. Personal and fast communication via a familiar channel is very well received by customers. From initial contact to regular service appointments, support remains consistent and of high quality. VEHR hearing acoustics thus combines modern automation with a continued very personal service experience.