🇩🇪 MyStolz

Industry

Restaurants · multi-location

Market

Germany

Programme

End-to-end digital transformation

Rollout

90-day sequenced, absorbed without closing

Stack

German POS, AI chatbot, WhatsApp API, email automation

Constraint

German POS and receipt requirements

The challenge

MyStolz was running several locations on engagement that happened one conversation at a time. Enquiries came by phone, by email and over the counter, and every one of them depended on a person being free and remembering what had been said before.

That produces four costs, none of which appears as a line item:

• Missed enquiries look like nothing. A call not answered during a service rush leaves no trace, so the loss is invisible and therefore unmanaged.
• The customer is unknown at every location. Someone who visits three of the sites is three strangers, so there is no basis for recognising or rewarding them.
• Manual work does not scale with sites. Each new location multiplies the same coordination rather than absorbing it.
• Regulated market, no room for improvisation. German POS and receipt requirements are not a preference, so anything replacing the till has to be right before it is convenient.

The requirement was a foundation the business could add locations onto, not a set of tools bolted to each site.

Our approach

We mapped the customer lifecycle from discovery to repeat visit, found the points where automation removed real work rather than merely looked modern, and sequenced a 90-day rollout the team could absorb while still serving customers.

1. Map the lifecycle, then pick the leverage

Discovery, enquiry, first visit, follow-up, return. Each step was assessed for how often it happened and how much manual effort it consumed — the product of those two is where automation pays.

2. Compliant POS first

A German-compliant POS went in before anything customer-facing, because it is the system of record every other piece depends on and the one with the least tolerance for being wrong.

3. Answer the enquiries that were being missed

An AI chatbot took the routine, repetitive enquiries — hours, availability, location, booking basics — so staff time went to the questions that need a person. Anything with commitment attached escalates to one.

4. Make the second visit deliberate

Email campaign automation and a WhatsApp engagement layer gave the business a way to reach a customer again on the channel that customer actually reads.

5. One operating rhythm across locations

The pieces were unified so a manager at any site works the same way, and the owner sees the group rather than a stack of separate reports.

What we delivered

• German-compliant POS deployed across the group's locations
• AI chatbot handling routine enquiries, escalating anything with commitment
• Automated email campaigns tied to real customer behaviour
• WhatsApp engagement layer for reach on a channel customers read
• Unified customer engagement across locations, with group-level visibility
• A 90-day rollout sequence the team absorbed without closing

What changed

The programme replaced per-location manual engagement with one digital foundation that further locations can be added onto. What follows describes how the operation runs now compared with before — not a claim about MyStolz's commercial results, which are theirs to publish.