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20 Nov 2025

matelso Call Tracking Software: +6% leads, stronger ROI, and powerful insights – EURONICS Germany success story

Call Tracking, Success Stories

Being available by phone is crucial for leads, sales, and customer satisfaction today—especially in chain stores such as EURONICS. However, calls are often missed during peak times or after closing time. This success story shows how EURONICS Deutschland eG closed this gap and gained measurably more leads with call tracking, centralized call handling, and reporting.

Call tracking software optimizes marketing ROI and revenue: +22.3% acceptance rate, >12,000 calls saved, +6% leads

Can’t be reached by phone? Then leads slip away – especially during peak times and after closing time. In retail chains such as EURONICS, local advice in the store is important, but centralised handling of incoming calls keeps the contact chain stable.

Call tracking makes the telephone channel transparent and controllable: an overview of call volume, acceptance rate, and peak times – plus clear processes for missed calls. In combination with central acceptance, ticketing, and reporting, availability and closing opportunities increase measurably. In addition, the customer journey becomes much clearer and optimizing marketing, sales, and service processes becomes child’s play.

The result at EURONICS: +22.3% acceptance rate, over 12,000 secured calls, and +6% leads.

Summary of contents

Customer testimonial: Partnership that makes accessibility measurable

“EURONICS and matelso have been working together as partners for over 6 years – and very successfully so. Thanks to matelso software, we have been able to significantly improve the accessibility of our retailers and increase the number of leads by 6% in the long term. Our customers can reach us whenever they need us – even if everyone is busy or after closing time. We are also grateful for the open and cooperative relationship we have with matelso.”

– Thorsten Hennig, EURONICS

 

Customer overview: EURONICS – Retail association with a strong service DNA

EURONICS Germany is part of the Europe-wide purchasing and marketing association EURONICS International. Members provide regional advice, while the head office sets standards and provides operational support. This creates an omnichannel model that combines customer proximity with efficient organization.
Customer snapshot:

  • Network & branch network: independent members, nationwide presence – strong local roots.
  • Omnichannel approach: on-site consulting, telephone contact points, digital channels.
  • Service focus: personal availability, qualified advice, quick response.

Project start / go-live with matelso:

March 2019 – continuous development in a long-term partnership ever since.

The challenge: Inconsistent availability, invisible gaps, lost conversions

In day-to-day business at EURONICS, entire teams are tied up with advising customers and serving walk-in customers. Meanwhile, the phone continues to ring. At peak times, calls go unanswered. After closing time, calls are forwarded to voicemail. This results in missed calls – and missed opportunities.

Before the project with matelso, there was no consistent view of the telephone channel. No one knew exactly how many calls were coming in, how often someone was answering, or where the chain of contact was breaking down. Without call tracking, the extent of the problem remained hidden. Marketing was unable to reliably prove the impact of campaigns on actual calls. Branches had no reliable data to plan staffing and time slots in a targeted manner.

Overview of typical braking factors:
Different processes depending on location without a binding standard
No consistent measurement of call volume, acceptance rate, and response time
Peak times without a buffer mechanism, when everyone is on the line
Unclear responsibilities for recalls and lack of transparency in follow-up
What was needed was a clear process that would improve telephone availability and prevent missed calls. Uniform rules were to define who takes a call and when, how information is passed on, and when a callback is to be made. Equally important were measurable key figures such as acceptance rate, response time, and call volume. Only with figures can resources be directed to where demand actually exists – paving the way for significantly more leads.

Success stories are not isolated cases – Success story of the Promedica Plus franchise

Discover how other matelso customers are generating massive improvements in their marketing and business success!
Experience how you too can become more successful and reduce your lead costs (CPLs) by up to 30%!
Learn more

The solution: matelso Call Tracking solution & reporting – for greater transparency and centralized acceptance of inbound calls at EURONICS

matelso provides the technology for measurement and control. EURONICS handles the central reception itself. The call tracking technology assigns a unique dynamic phone number to each contact and records when and where calls are received. If calls come in during peak times or after closing time, EURONICS’ central reception takes over. The team answers the call, briefly assesses the need, and creates a ticket for the responsible branch or local partner. A quick callback follows on site. Responsibilities and response times are clearly defined.
Dashboard with line and pie charts.
Matelso reporting makes performance visible. Dashboards show call volume, acceptance rates, and peak times. Trend views reveal bottlenecks and support decisions on personnel planning. This allows EURONICS to manage time slots in a targeted manner and consistently retrieve missed calls. The marketing department can see how campaigns are performing via the telephone channel. The sales department can see how many calls are actually made thanks to central backup.

In short: transparency, backup, consistency.

The result:

Transparency through matelso call tracking & reporting:

Volume, acceptance rate, and time slots become visible.

Security through central acceptance at EURONICS:

No call is left unanswered, and transfers are clearly documented.

Consistency in ticketing and callback:

Responsibilities are clearly defined, and the process is followed through to completion.

A process that leaves nothing to chance

“With call tracking and our centralised reception, EURONICS secures calls that would previously have been lost. The reporting shows us where we need to improve. The branches receive exactly the information they need to make a quick callback.”

— Thorsten Hennig, EURONICS

Implementation, operation, and marketing setup: dynamic call numbers, clear process, fast results

The initial setup was deliberately kept simple so that the benefits would quickly become apparent. After setting up the matelso call tracking numbers, the desired target routes were defined and the central reception at EURONICS was activated. From the outset, everything ran according to a uniform process that creates transparency and secures every contact.

This is how the implementation/process works:

Set up routing and flows:

Assign phone numbers, define forwarding logic, and make test calls.

Start central reception:

Calls during peak times and after closing time are answered and documented immediately.

Use the ticket process:

Enter brief qualification, forward ticket to the responsible branch, initiate callback.

Enable reporting:

Dashboards with call volume, acceptance rate, and hot times as a basis for planning and coaching.

Roles and responsibilities are clearly defined. Head office receives, documents, structures, and forwards calls to local partners. Branches call back quickly and complete the process. Management teams use reports for staff deployment, opening windows, and optimizing call quality. Changes to routing or thresholds can be made at any time without disrupting operations.

Practical benefits after go-live:

In the first few weeks, call tracking shows where calls are coming in and when bottlenecks occur. The central reception intercepts these peaks. With each reporting cycle, planning becomes more accurate. Branches see which time slots they need to prioritize and consistently retrieve missed calls.

Numbers that make decisions easier

“The results speak for themselves: +22.3% call acceptance rate and +6% leads. Call Tracking provides the transparency we need to make clear decisions. Teams know when there’s an urgent issue and can respond more quickly.”

— Thorsten Hennig, EURONICS

Results from matelso Call Tracking: measurably greater accessibility, more valuable insights, and more leads

The effect is clearly reflected in the figures. matelso Call Tracking makes performance visible and directs measures to where they count. EURONICS increases its accessibility, secures more calls, and gains additional leads.

Clear successes at a glance:

  • +22.3% call acceptance rate – from 72.5% to 94.8%
  • > 12,000 calls saved that would otherwise have been lost
  • +6% leads gained in the long term, which the sales department works with
There is a clear process behind these values. The central system records calls when no one is available in the branches. The ticket is forwarded to the right team. The callback is quick and documented. The reporting shows trends and peak times. This allows opening hours, staff deployment, and priorities to be adjusted accordingly. Marketing can see which campaigns trigger telephone contacts. Sales can see how these contacts are converted into actual conversations and deals.

Best practices: Call Tracking as an ROI lever and conversion rate booster – compact

Based on EURONICS’ results, the following steps can be directly applied to other companies and business models:

  • Start centrally, finish locally: Secure initial acceptance centrally, callback in the store.
  • Create transparency: Call tracking and reporting for volume, acceptance rate, and hot times.
  • Standardize: Clear rules for tickets, responsibility, and callback time.
  • Roll out in a focused manner: Start with peak times or locations, then scale up.
  • Link marketing and sales: Combine campaign data with telephone KPIs.
  • Provide continuous coaching: Regular reviews, refine routings and time slots.
  • Keep the goal clear: Reduce missed calls, increase availability, increase ROI.

Conclusion & outlook: Call Tracking as a control center for greater ROI

EURONICS demonstrates how call tracking makes availability predictable and significantly increases leads. Transparent figures, clear processes, and centralized initial call acceptance close gaps in the telephone channel. Marketing sees the impact of campaigns. Sales responds more quickly and in a more targeted manner.

Next steps for even greater impact:

 

  • Deepen KPI control: Track acceptance rate, callback time, and closing rate per time slot.
  • Fine-tune routing: Prioritize hot times, plan staffing based on data.
  • Expand integrations: Closely interlink CRM transfers and analytics reports, provide dashboards for teams.
  • Plan scaling: Roll out successful standards to other locations and use cases.

Lead tracking with the matelso platform – Book a live demo

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Nov 20, 2025

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