Gencallar, whose foundations were laid years ago in a small store in Samsun, has today become one of the leading names in the retail sector. With the opening of its first store in Kadıköy in 1976, Gencallar has continued its journey by both modernizing its stores and expanding rapidly.
In the 2000s, a new generation took over the management of Gencallar, which continues its efforts to add new links to its growing retail chain. The company is now governed by members of the younger generation of the Gencallar family, who bring a professional perspective and clear vision to the board of directors.
Initially focused on production, Gencallar has evolved into a retail powerhouse, collaborating with leading domestic and international brands thanks to its growing store network and customer base. By offering a wide variety of quality products at affordable prices, and through its highly popular installment payment system, Gencallar has reached a broad audience.
Today, the company continues to grow with a customer base of over 300,000 credit card users and tens of thousands of cash-paying customers. A trusted and essential brand for countless families, Gencallar has been serving in the professional retail industry for over 40 years with strong technological infrastructure, valuable experience, and a commitment to consistent and efficient service.
The Need for Transformation
With the increasing number of stores, growing customer base, and rising demand from digital channels, Gencallar began to experience difficulties in tracking, routing, and resolving customer requests.
Messages received via WhatsApp were being handled manually, which led to occasional disruptions in determining to whom the request belonged, who was responding, and at what stage the issue was.
In addition, lack of coordination between teams and the absence of a centralized system were negatively affecting customer satisfaction.
Taking these needs into account, Gencallar partnered with Exairon to build a more systematic, faster, and centralized approach to customer communication.
As one of the most dynamic brands in the retail fashion industry, Gencallar began its digital transformation journey with Exairon to better respond to customer demands in a faster and more efficient manner.
Through this collaboration:
- Customer messages received via WhatsApp are now automatically handled by an AI-powered system and routed to the appropriate departments,
- All requests are collected on a single platform, allowing teams to respond to each customer in a timely and consistent manner,
- Internal collaboration between teams is enhanced via activities and comments, enabling real-time tracking of each request’s status,
- The brand now manages high-volume topics like exchanges, returns, stock inquiries, and campaign details much more effectively.
🏆 Key Achievements
✅ Centralized Request Management:
Customer inquiries from various channels are now gathered in a single platform, simplifying management and preventing confusion.
✅ Instant Responses via WhatsApp:
Customer questions are answered instantly at the first point of contact thanks to the AI-powered system, reducing wait times.
✅ Improved Cross-Team Coordination:
Internal communication via comments and activity tracking ensures that all teams remain informed of each request’s status in real time.
✅ More Controlled Process Management:
Every customer request is now traceable, minimizing the risk of missed follow-ups or incomplete actions.
✅ Operational Efficiency:
Repetitive tasks have been automated, allowing teams to use their time more productively.
With the support of Exairon, Gencallar not only digitized its communication with customers but also transformed it into a more structured, measurable, and collaborative process.
This success stands out as a powerful example of customer experience-focused transformation in the retail fashion industry.
