BayWa DIY Stores Rely on Self-Service Kiosks for Live Video Support and Payments at Checkout
Client Profile
With hundreds of specialty stores and a wide-ranging product lineup for professional contractors and DIY customers, BayWa AG is one of Germany’s largest building materials suppliers. The construction business is part of a 100-year-old international conglomerate group headquartered in Munich, also active in the agricultural and energy sectors. For more information, visit baywa.com/en.
Beyond its extensive inventory, BayWa is known for its deep industry know-how and outstanding customer service. Looking to take its support offering to the next level, the company aimed to use modern technology and innovative solutions to make expert advice accessible—even in locations where in-person specialists aren’t always available.
“The new friendlyway video consultation kiosks with the integrated MS Teams solution have significantly eased the workload for our in-store teams. At the same time, our customers appreciate having quick access to expert advice—even on highly specialized topics. A big thank-you to the friendlyway team for their excellent work—from concept development all the way through to on-site implementation.”
Challenge
At BayWa’s regional stores, expert staff aren’t always on-site to handle complex customer inquiries about building materials and their applications. This often led to longer wait times and inefficient communication between locations.
The existing technical setup for customer consultations was also a challenge—disjointed tools for video calls, payments, and peripheral devices made the process cumbersome for staff and customers.
BayWa set out to implement a solution that would:
- Provide customers with direct access to expert advice at any store location
- Centralize all functionality—from video consultations to device management
- Run on a familiar platform like Microsoft Teams
Solution
BayWa introduced the Welcome 43 Pro kiosk with Microsoft Teams integration, setting a new benchmark for customer consultations across its specialty stores.
1. Expert support across locations
Since November 2024, customers at the initial store pilots in Siegsdorf and Eschenau have had an opportunity to connect directly with BayWa’s central expert team via the Welcome 43 Pro kiosk. Using Teams video calls, customers can get immediate personalized answers to their questions about materials, applications, and project planning.
2. Seamless peripheral integration
The kiosk is configured so that all peripherals—from payment terminals to printers—can be controlled directly from the Teams session. Customers can scan products, pay via EC card, and print delivery slips or other documents in one streamlined process.
3. Omnichannel experience
BayWa’s experts can share digital resources with customers during the call—product catalogs, manuals, technical specs, or current pricing—creating a rich and interactive consultation. Moreover, they can remotely complete the entire sales process, from advice to payment, directly at the kiosk.
4. Streamlined workflows
In-store employees benefit as well. With experts handling complex inquiries remotely, staff can focus on other tasks, improving overall efficiency and service delivery.
friendlyway Welcome 43 Pro kiosk
Success
By integrating live video consultations via friendlyway kiosks, BayWa has introduced a future-forward omnichannel model for in-store service. The blend of digital support and personal interaction ensures consistently high service quality, regardless of the location.
Customers benefit from a flexible, modern solution that gives them immediate access to experts while enabling seamless transactions—including payments and document printing—within a single session.
BayWa AG is reinforcing its position as a customer-focused innovator in the building materials sector—raising the bar for service for its customers and employees.
The BayWa and friendlyway project team is proud of the successful rollout of live video support through the Welcome 43 Pro kiosk
Get in Touch
Have questions or want to learn more? Leave us a message—our team will get back to you shortly.
