Penguin: Structured case intake instead of email back-and-forth
Find out how the premium provider of functional ski wear from Zurich uses structured case intake to streamline communication with retailers, repair partners and customers – while also gaining strategically useful insights along the way.
Pauline Min, Head of Customer Support at Penguin
"Thanks to simplysolve, requests reach us with all the relevant information we need to assess and resolve even complex cases quickly."
User Interface Configuration: Custom Illustrations
Focus: Process Automation
Two-thirds of all requests, one consistent process
CHALLENGE
Multi-Channel Support
Large numbers of calls and emails across different support channels used to leave Penguin’s whole support team with an unclear, barely traceable picture of the data – and a corresponding amount of internal coordination.
BENEFIT
Consolidation
By making simplysolve accessible across different channels, two-thirds of all requests now come in consistently through simplysolve and follow a standardised process. This creates clarity for both customers and staff.
CHALLENGE
Sales Tied Up
At small brands, employees have to juggle many tasks at once. Anyone tied up with customer support and emails can't actively sell during that time – valuable working hours are regularly lost as a result.
BENEFIT
Complete Data Collection
Complete, structured data reduces follow-up questions and the request can be turned directly into a finished repair order – employees only need to check and forward it.
Focus: Customer Experience and Loyalty
Less back-and-forth, more customer loyalty
CHALLENGE
Hard Competition
For small brands, it’s hard to stand out on product alone amid international competition and heavy price pressure – especially when customer acquisition and e-commerce investment are already costly enough.
BENEFIT
Service as a Differentiator
Penguin therefore deliberately uses simple, accessible service requests as a point of differentiation – with a clear focus on long-term customer loyalty and customer lifetime value, rather than the individual sale.
CHALLENGE
E-Mail Back-and-forth
Unclear data often led to time-consuming email back-and-forth between the repair provider, the brand, the retailer and the customer – with corresponding frustration on all sides involved.
BENEFIT
Optimized Communication
A structured, context-specific case intake now forms the basis of all communication, leading directly and noticeably faster to a suitable, reliable solution for everyone involved.
Find out how to give your distribution partners a simple way to get in touch – and save them time in the process.
Focus: IT Implementation
Structured intake, with no IT integration at all
CHALLENGE
IT Capacity
Penguin had neither the capacity nor the required budget for its own IT project. Integrating with internal systems was therefore never an option for them.
BENEFIT
Structured Intake
simplysolve captures requests digitally and in a structured format, with no IT integration or setup complexity required. Every case reaches Penguin fully structured by email – ready to go, with no system interface needed.
CHALLENGE
BENEFIT
Focus: Data Intelligence
Improvements through product analysis
Tristan Winkler, Head of Product at Penguin
"simplysolve’s product analysis has helped us make improvements to every product, saving money in future."
Package 2: Iteration
simplysolve measures user behavior in a way that highlights the profit potential of services and products.
Analysis
Product Analysis
Planning
Improvement Suggestions
Download our 2-Pager Service Checklist
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