Store-level questions answered, not left in the comments.
Store-level questions answered, not left in the comments.
Client
Retail chain, 64 stores
Structure
Multi-location · 64 stores
Industry
Retail
Engines
Activation · Conversion · Distribution
Partner since
2025
64
64
stores with their own local channels
64
stores with their own local channels
<1h
<1h
average reply time on store questions
<1h
average reply time on store questions
+27%
+27%
store visits attributed to social
+27%
store visits attributed to social
3×
3×
more local posts, same central team
3×
more local posts, same central team
01
The structure
The structure
Sixty-four stores across one country, each with its own local accounts. A central team of six, and store managers who answer messages between customers.
01
The structure
Sixty-four stores across one country, each with its own local accounts. A central team of six, and store managers who answer messages between customers.
02
The gap
The gap
Questions about stock, opening hours and click-and-collect sat unanswered for days. Every unanswered comment was a customer who went somewhere else.
02
The gap
Questions about stock, opening hours and click-and-collect sat unanswered for days. Every unanswered comment was a customer who went somewhere else.
03
What changed
What changed
Every store question routed to someone who can answer it within the hour. Local posts built from central campaigns, with each store’s own events added in.
03
What changed
Every store question routed to someone who can answer it within the hour. Local posts built from central campaigns, with each store’s own events added in.
What we installed
What we installed
Three Engines, sixty-four stores, one voice.
Three Engines, sixty-four stores, one voice.
01
Create
→
02
Localise
→
03
Distribute
→
04
Activate
→
05
Convert
→
06
Learn
→
07
Decide
01
Create
→
02
Localise
→
03
Distribute
→
04
Activate
→
05
Convert
→
06
Learn
→
07
Decide
Distribution Engine
Central campaigns turned into local posts for every store, events included.
Distribution Engine
Central campaigns turned into local posts for every store, events included.
Activation Engine
Stock, hours and collection questions routed to the right store within the hour.
Activation Engine
Stock, hours and collection questions routed to the right store within the hour.
Conversion Engine
Local offers and store links that turn a reply into a visit.
Conversion Engine
Local offers and store links that turn a reply into a visit.
The work
The work
What went out, every week.
What went out, every week.
Store opening · event film
Local launch · Reels
Weekend offer · Stories
Flagship · feed
Community night · event recap
Window campaign · 64 local versions
Store opening · event film
Local launch · Reels
Weekend offer · Stories
Flagship · feed
Community night · event recap
Window campaign · 64 local versions
In their words
In their words
“Our store managers stopped losing their evenings to the inbox, and our customers stopped waiting for answers.”
“Our store managers stopped losing their evenings to the inbox, and our customers stopped waiting for answers.”
“Our store managers stopped losing their evenings to the inbox, and our customers stopped waiting for answers.”
Head of Retail Marketing · Retail chain, 64 stores
Head of Retail Marketing · Retail chain, 64 stores
Let’s talk
Let’s talk
Let’s talk about your structure specifically.
Let’s talk about your structure specifically.
Thirty minutes with a strategist. We look at your structure, not a slide deck.
Thirty minutes with a strategist. We look at your structure, not a slide deck.