For Phone House, being in the running for the award represents recognition of its commitment to the omni-channel model, which involves offering clients the same service whether they apply for it through the 500 stores located all over Spain, or through call services, social networks or the website.
For example, clients can find out what stock there is in each store through the website and buy or reserve a product and then go and pick it up within an hour. Moreover, all the products sold through non face-to-face channels can therefore both be picked up, with no shipping costs, at the store most convenient for the client, and be returned at any physical store. Also, if a client wants to buy a product that is not in stock at the time, they can buy it at the store and pick it up the next day at no extra cost.
"The public we are aiming at differentiate less and less between online and physical sales channels. This is why we must be present and available on all of them so that the client has all the power. We place them at the centre and they choose what they want," says Miguel Arribas, head of e-commerce at Phone House.
Benchmarks of success
The eAwards are considered among the most widely-recognised prizes in the online sector in Spain. They are awarded by the company eWord, responsible for the e-commerce and online marketing trade journal eShow Magazine and the eShow trade fair. In them it seeks to pick out the best online businesses of the year and give public recognition to the innovations developed by Spanish e-commerce firms in order to improve the customer experience, so making them benchmarks of success for the e-commerce and online marketing sector.
Phone House: 500 points of sale, 10 million clients
With a network of over 500 points of sale in Spain, a database of 10 million clients and a workforce of more than 2,000 technology experts, Phone House boasts the best conversion rate on the market. Its network of physical stores attracts over 35 million visits a year and its online store another 30 million.
Taking advantage of this omni-channel capability, since 2018 Phone House has marketed the Smart House range of services, a platform that includes consumer and home services and aims to turn Dominion into the benchmark supplier in this sector.
You can vote for Phone House as the best omni-channel project here