SPORT 2000: Repair prices in real time

Find out how SPORT 2000 GmbH digitised and automated its HOME OF EXPERTS Service – turning repair service into a genuine point of differentiation for specialist retailers.

6 min read

Dominik Solleder, CEO of SPORT 2000 GmbH

"Looking back over the whole project, I can say that simplysolve always guided us through it professionally, even when there were obstacles along the way. That’s why we’ve achieved a really, really good result together, and we’d definitely recommend simplysolve."

Case Study

SPORT 2000

With its seven-country network, SPORT 2000 GmbH is one of the largest buying groups in specialist sports retail. With its HOME OF EXPERTS Service, it enables specialist retailers in Germany and the Benelux to offer services that would be out of reach for them individually.

In a market driven largely by price and availability, offering a repair service is becoming a building block that lets retailers stand out.

The following examples provide insights into the challenges SPORT 2000 GmbH and the industry faced, and the benefits delivered by the simplysolve solution.

Product Configuration:

Standard Illustrations

Focus: Process Automation

From cost trap to margin gain

What was once a fully manual, in-store-only process is now digital and largely automated. Retailers can offer repair and cleaning services to their customers online and offline, in one seamless process with shipping, payment and status updates included.

CHALLENGE

Offline Handling

Because of the logistical effort and handling required at the retailer, repair services incurred high costs, making it an unattractive business model from a margin perspective.

BENEFIT

Online Flow

An intelligent online flow maps the entire repair process from start to finish and brings in the necessary external partners, so customers can book a repair themselves with full cost transparency.

CHALLENGE

Hard-to-Market Services

Retailers struggle to promote extra services like cleaning and care effectively. Without the right touchpoint, customers rarely know these services exist.

BENEFIT

Upselling

Cleaning and care can be added to any repair request with one click. Moreover, customisations are an opportunity for extra revenue while increasing order rates.

Focus: Customer Experience and Loyalty

Solution and cost, in real time

Thanks to a smart request process, customers only need to specify the details that actually matter for their repair. That means fewer questions than any other digital request process, along with more clarity and cost transparency.

CHALLENGE

Complex Requests

A simple way to access repairs just didn’t exist – customers either faced a lot of manual mail and postage effort, or had to search for a service partner themselves.

BENEFIT

Automated Service

Customers get a suitable solution proposal, including configuration options and costs, in less than 2 minutes – as a fully automated service usable across many digital and physical touchpoints.

Implement the optimal customer experience, tailored to your products and solutions.

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Focus: Seamless Integration

Ready for every region

With no CRM or ERP integration needed, simplysolve plugs seamlessly into retailers' processes. DHL and the repair partner chosen by SPORT 2000 GmbH are integrated into the workflow automatically. Because the solution works independently of each retailer's systems, it can be deployed as a white-label offering for every region and distribution partner.

CHALLENGE

IT Infrastructure

SPORT 2000 GmbH wanted to stay focused on its core business rather than build and maintain its own infrastructure. At the same time, the project called for deep expertise in service processes – something generalist digitalisation partners on the market could not offer.

BENEFIT

Specialised SaaS

‍With simplysolve, SPORT 2000 GmbH has partnered with a specialist in processes involving complex products and special cases – one that keeps delivering ongoing improvements automatically, without creating any further cost or effort.

CHALLENGE

Variety of Systems

The individual regions and distribution partners of SPORT 2000 GmbH each work with their own processes and systems – making a single solution for everyone correspondingly difficult to implement.

BENEFIT

White-Label Solution

A dedicated, white-label-configured version of the flow can be set up for every distribution partner and region – the core logic stays the same, while configuration and branding adapt to each region.

Focus: Data Intelligence

No back-and-forth on the way to a repair

Katja Mendel, Senior Sustainability & Impact Manager at SPORT 2000 GmbH

"The process developed by simplysolve is designed to work perfectly for retailers and end customers alike – the path to a repair is fast, automatic, and completely free of email back-and-forth."

Transforming a paper-based process into a digital ecosystem

SPORT 2000 GmbH had already developed a paper-based repair process that involved all the necessary stakeholders, which made it an ideal foundation for going digital. With the Gap Audit package, simplysolve assessed the IT systems, processes and repair logic used by SPORT 2000 GmbH, and then derived an implementation plan from the results.

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.