Yilmaz Souvenirs — vom Ladengeschäft zum skalierenden Online-Shop.

Drei Jahrzehnte Handwerk — und kein „Jetzt kaufen"-Button.

Yilmaz Souvenirs has run a shop in central Bad Ischl since 1983 — handmade objects, often from its own workshop, partly sourced from regional craftspeople. Foot traffic was steady, but in summer tourists often had to leave because key pieces were sold out. “Can you ship this?” was the most common question — and the hardest one to answer.

“We knew we were losing customers the moment they walked out the door — but for ten years every agency concept asked for €40,000, and none of them spoke our language.”

Before our project there was no meaningful online sales channel. Phone orders were written into a paper diary. If two customers wanted the last item within the same hour, call order decided. Stock level? “I’ll check” — followed by a callback ten minutes later.

Concrete pain points

• Orders came in via phone, WhatsApp and email — spread across three channels with no single view.
• Stock lived in Excel and was updated, at best, every two days. Double-selling happened regularly.
• Returns were tracked by hand in a paper calendar. No traceability.
• Rechnungen wurden in Word getippt. Jede Sendung ins Ausland kostete ~20 Minuten Handarbeit.
• Türkische Stammkundschaft wurde sprachlich nicht bedient — Website davor war nur deutsch.