Marketing Automation

Who are you gonna call?

Lapperre and Schoonenberg, brands of the world-renowned Sonova Group, have been trusted leaders in hearing solutions across Europe since 1948. With over 75 years of experience, they have grown into a network of more than 240 hearing centers in multiple countries. As part of their commitment to helping people hear better and live without limitations, their teams of passionate audiologists provide personalized, high-quality hearing care. Thanks to ongoing medical and hearing technology advancements, Lapperre continues to innovate, offering state-of-the-art hearing solutions that make a real difference in people’s lives.

The challenge

The client approached us to improve conversion rates from lead to appointment while enhancing the overall customer experience. Key pain points included delays in lead follow-ups—webform leads were only called back the next day, and appointment confirmation emails were sent a day after booking. These delays led to numerous customer service inquiries, as clients were unsure if their bookings were successfully processed.

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Our approach

To address these challenges, we implemented a robust automation solution that streamlined the lead-to-appointment process while enhancing customer experience. This included automated handling of incoming leads from various web sources and online booking requests, two-way integrations with multiple call centers to send lead data and collect status updates in real time, and data model exports with REST API requests to centralize lead and appointment data for CRM, CDP, and dashboarding.

The automation also ensured seamless workflows: lead and appointment requests were stored in data model tables, online bookings were managed via webhooks, and HTTP requests sent lead data to call center APIs. Status updates were processed in real-time through webhooks, dynamically updating lead records, and automated exports synchronized data across CRM and CDP platforms for reporting and analytics. Real-time appointment confirmation emails immediately followed bookings or callbacks, reducing delays and enhancing customer trust.

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The results

Our automation strategy delivered impressive outcomes:

  • An 8.3% increase in conversion rates from call to appointment.
  • Real-time appointment confirmation emails significantly reduced inbound customer service calls, as clients immediately received assurance their bookings were successful.
  • Integration of data model tables with CRM and CDP enabled detailed campaign funnel tracking, better segmentation, and enriched data for retargeting.

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