Ortlieb: 96% of repair requests automated
Find out how the premium provider of waterproof outdoor and cycling bags bundled and automated its service offering with simplysolve – while also involving local retailers.
Martin Esslinger, CEO at Ortlieb
“We can’t make the actual repair any faster. But the process and the whole handling side of it – all the emails and phone calls and back-and-forth questions – those are the real time-wasters. Thanks to simplysolve, we can now resolve them so efficiently and quickly that it’s naturally reflected in our costs too.”
Case Study:
Ortlieb
Ortlieb is a premium provider of waterproof bags for outdoor and cycling trips. Its products are designed with durability in mind from the outset, and built to be as repairable as possible.
The standards for its own repair service are high – it has to live up to that brand promise, and is delivered both at the German production site and through service retailers.
Ortlieb has been working with simplysolve since 2024 and has already been through three optimisation loops with the ServiceDesk. The following examples provide an insight into the challenges Ortlieb faced and the benefits delivered by the simplysolve solution.
User Interface Configuration:
Custom Illustrations
Focus: Process Automation
Clear rules instead of case-by-case decisions
CHALLENGE
Vulnerability to Errors
Unwritten or complicated rules for warranty and repair requests kept leading to inconsistent decisions, avoidable errors and unnecessary back-and-forth within the team.
BENEFIT
Standardisation
Clearly standardised rules, applied in real time within the flows, help retailers, end customers and customer support handle requests consistently and efficiently – even without prior knowledge or follow-up questions.
CHALLENGE
Clarification Effort
Missing cost approvals and imprecise case descriptions forced the support and repair team into many extra emails and phone calls – a considerable burden, especially when the team was understaffed.
BENEFIT
Solution in Real Time
For 96% of repair requests, customers already receive the solution to their issue during the request process itself – in real time, with no waiting or later follow-up questions. This saves effort, even when vacant positions can’t be filled.
CHALLENGE
High Repair Caseload
A seasonally sharp rise in repair volumes temporarily overloaded Ortlieb’s repair team, creating a backlog and longer wait times for customers.
BENEFIT
Local Repair
Where a local repair is possible, customers can have it carried out directly by a suitable service retailer nearby. Depending on the distance, 25–50% of customers use this option – which also saves Ortlieb on shipping costs.
Book a personal consultation to analyse and improve your warranty costs and repair infrastructure.
Focus: Customer Experience and Loyalty
From form to service leadership
CHALLENGE
Time Consumption
The application process for repairs or warranty claims used to be very cumbersome for retailers. They had to submit a separate request for every single product, which cost valuable time given the high volume of requests in a busy sales day.
BENEFIT
Batching Requests
Through simplysolve, Ortlieb lets its retailers submit several products, including multiple attachments, in a single request. Thanks to the structured case intake, no important information gets lost along the way.
CHALLENGE
Transferring Photos
Anyone who prefers to submit warranty or repair requests on a laptop but wants to attach photos usually has to transfer them from their phone first. Because that’s fiddly, helpful photos often don’t get sent at all.
BENEFIT
Uploading via QR Code
During the simplysolve request process, a QR code is displayed that can be scanned with a phone. Customers and retailers can then upload the relevant photos straight from their phone and continue the request on their laptop.
CHALLENGE
Service Expectations
Growing customer service expectations create extra operational effort for stationary retailers. Without support from the brand, this turns into a time-drain and/or a loss of customer satisfaction.
BENEFIT
Simplified Process
Ortlieb offers retailers automatic problem diagnostics right at the sales counter, plus an integrated logistics process. Customers are satisfied immediately, and the shipping partner collects the parcel the very next day.
Beschreibender Text zum Screenshot?
Focus: IT Implementation
Cross-system and provider-independent
CHALLENGE
Provider Lock-In
Ortlieb used to set up all its support forms directly through its webshop provider and integrate them there. That seemed convenient, but created dependency: after switching shop providers, every form had to be rebuilt from scratch.
BENEFIT
Flexible Layer
simplysolve runs as a layer upstream of the internal systems. It connects freely and flexibly to CRM, ERP or other systems – even when providers change or the business expands into new countries.
CHALLENGE
BENEFIT
Beschreibung zum IT-Diagramm?
Focus: Data Intelligence
Saving costs, step by step
Rebecca Müller, Head of Customer Service at Ortlieb
"Even in the first optimisation loop, simplysolve helped us discover new ways to save costs. Now, in the third loop, we’re taking it even further."
Package 1: Gap Audit
Based on five years of collected data, the simplysolve implementation team ensures that the implementation is a success.
Analysis
IT Analysis
Process Analysis
Repair / Warranty / CS Analysis
Planning
Review in Dashboard
Implementation Suggestions
Package 2: Iteration
simplysolve measures user behavior in a way that highlights the profit potential of services and products.
Analysis
Service Analysis
Product Analysis
Planning
Review in Dashboard
Improvement Suggestions
Download our 2-Pager Service Checklist
Lorem ipsum dolor sit amet, consectetur adipiscing elit.
HUBSPOT FORMULR – HUBSPOT FORMULR – HUBSPOT FORMULR – HUBSPOT FORMULR – HUBSPOT FORMULR – HUBSPOT FORMULR – HUBSPOT FORMULR – HUBSPOT FORMULR –
