Hanwag: From kickoff to go-live in two weeks
Find out how Hanwag, the specialist in mountaineering boots, replaced its paper-based repair process with an automated, digital solution in just two weeks.
Manuel Jäckle, Head of Sales at Hanwag
"Because we could connect everything to our B2B retailer portal so quickly and easily, we didn't have to wait for the ERP implementation to take our service to the next level."
Case Study
Hanwag
Hanwag has been manufacturing mountaineering boots for more than 100 years. Since the 1920s, the double-stitched mountain boot has stood for Hanwag's roots in traditional craftsmanship. Because the boots are designed to withstand decades of use, repairability is not an additional service for Hanwag but part of the product promise.
Before simplysolve, case management used to be paper-based and unstructured. Now, the entire process has been automated and digitised using simplysolve.
The following examples provide insights into the challenges Hanwag faced and the benefits delivered by the simplysolve solution.
Product Configuration:
Standard Illustrations
Focus: Process Automation
Structured intake at a single point of access
Every service request at Hanwag is now handled centrally through simplysolve. The flexible layer has become an integral part of Hanwag's IT architecture and service strategy. Hanwag has automated not only the problem analysis but also the downstream operational steps, such as creating shipping labels and Zendesk tickets.
CHALLENGE
Paper-Based Process
The repair process used to be paper-based and quickly became confusing when there were multiple issues or products involved. Retailers, in particular, often sent large packages full of shoes and slips of paper, and sorting them out was often a time-consuming task.
BENEFIT
Structured Case Intake
The digitised process guides retailers and customers step by step through the case intake. This reduces the number of follow-up questions and background checks, because the relevant information is available from the start.
CHALLENGE
Unclear Defect
When the repair team received the boot, it was often unclear which of the two shoes was affected and exactly where the problem lay. Customers' case descriptions are usually too general or too superficial to pinpoint the problem directly. This results in additional follow-up questions and, above all, takes up employees’ time.
BENEFIT
Defect Pinpointing
A specific case record is created for every boot and every defect, including a marker for the problem area in the user interface. This gives the repair team a clear, visually organised handover right from the start so they can process the case as quickly as possible.
Focus: Customer Experience and Loyalty
A 15-day wait becomes a real-time response
Customers can express themselves without saying a word – by marking the exact problem area, they pass on their request with pinpoint precision.
CHALLENGE
Losing Customers
If the repair request process is too cumbersome for customers, orders go to external providers instead. Hanwag lost not only revenue this way, but also direct contact with its customers.
BENEFIT
Single Point of Access
With simplysolve, Hanwag has a single, easy point of access to all services – across user groups and sales regions. Customers book their services online themselves, regardless of where the boot was purchased.
CHALLENGE
Long Waiting Period
Because customer service had to log cases manually and transfer them to digital systems, retailers and customers had to wait up to 15 days during peak times for a case to be processed internally – a long time without any feedback.
BENEFIT
Automated Checks
The check now happens in real time: customers immediately receive suitable solution options and a realistic estimate of processing time, instead of waiting days for a response.
Focus: Seamless Integration
Quick to configure – every time
Hanwag's existing processes and systems for repair, warranty and care requests served as a well-established foundation. As a result, simplysolve was implemented within two weeks, with no development effort and without disrupting established workflows. The new ERP system will simply be connected later, once it goes live.
CHALLENGE
IT Dependence
Legacy systems held back progress. Every improvement depended on larger IT roadmaps and other teams’ priorities, so changes kept getting pushed into the following year.
BENEFIT
Flexibility
As a standalone layer, simplysolve is not a replacement for existing systems, but rather acts as a sort of gatekeeper that remains flexible - even when switching systems, expanding internationally, or implementing new service flows.
Do you want to learn more about decentralised IT architecture and cost-efficient tools?
Focus: Data Intelligence
Live in two weeks – independent of the ERP
Florian Kern, Warehouse and Service Lead at Hanwag
"Thanks to simplysolve's IT concept, we were able to go live within two weeks – without waiting for the ERP project, yet already gaining valuable insights for it."
Tradition and digitalisation meet in the Alps
Hanwag's sustainability and sales teams knew early on what their service should look like in the future. A Gap Audit showed that this goal could be achieved using the existing IT architecture, without having to wait for the planned ERP migration. The introduction of simplysolve as an additional layer was all that was needed. Based on the audit, a clear roadmap was developed: the product catalogue and service offerings were further refined, and concrete options for the next steps were identified.
Consulting Packages Delivered
Gap Audit
To create a transparent basis for decision-making and successful implementation, simplysolve analysed the company's existing setup, backed by expert knowledge and industry insights.
Analysis
IT Analysis
Process Analysis
Repair / Warranty / CS Analysis
Planning
Review in simplysolve Dashboard
Implementation Suggestions
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