SPORT 2000: Repair prices in real time
Find out how SPORT 2000 digitised and automated its Home-of-Experts offering – turning repair service into a genuine point of differentiation for specialist retailers.
Dominik Solleder, CEO of SPORT 2000
"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 is one of the largest buying groups in specialist sports retail. Through its Home-of-Experts approach, SPORT 2000 enables specialist retailers 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 and the industry faced, and the benefits delivered by the simplysolve solution.
User Interface 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, customizations 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.
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 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 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 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 for SPORT 2000.
CHALLENGE
Variety of Systems
SPORT 2000’s individual regions and distribution partners 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
"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 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 SPORT 2000's IT systems, processes and repair logic, and then derived an implementation plan from the results.
Package 1: Service Assessment
Based on five years of experience and data collection, simplysolve ensures that the implementation is a success.
Analysis
IT Analysis
Process Analysis
Repair / Warranty / CS Analysis
Planning
Review in Dashboard
Implementation Suggestions
Download our Service Checklist
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