From frustration to loyalty — in minutes.
Find out how 10 days become 10 minutes by looking at the examples from Hanwag, Ortlieb, Sport 2000, and Penguin.
Customer Experience and Loyalty
Dominnik Solleder
CEO SPORT 2000 GmbH
"My 7 year old kid kan order a high-end reparation and bring it to the post office whilst everything is automatized – this as a fact shows how user-friendly simplysolve is”
Benefit: Customer Experience and Loyalty
Today, consumers wait days for a response they don't understand, from a support team that can't fully help them. With simplysolve, they get a clear answer, a fair solution and a confirmed next step — in under 10 minutes. That's not just good service. That's why they come back.
Read, how different clients could solve their challenges byadressing the advantages of simplyolve.
Solution and cost, in real time
CHALLENGE
Complex Requests
A simple, digital way to access repairs simply didn’t exist – requests either caused a lot of manual effort and follow-up questions, or had to be made in person at a specialist retailer.
BENEFIT
Automated Service
Customers get a suitable solution proposal, including configuration options and costs, in real time – as a fully automated service usable across many digital and physical touchpoints.
Book a consultation to implement the optimal customer experience, tailored to your products and solutions.
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.
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.
15 Tage Wartezeit werden zur Echtzeit-Antwort
CHALLENGE
Papierprozess
Der bisherige Reparaturprozess lief papierbasiert und war bei mehreren Problemen oder Produkten schnell unübersichtlich. Händlern und Kunden fehlte oft die nötige Struktur, um den Fall klar zu erfassen.
BENEFIT
Geführte Fallerhebung
Der digitalisierte Prozess führt Händler und Kunden Schritt für Schritt durch die Fallerhebung. Das reduziert die Zahl der Rückfragen und Background-Checks, weil die relevanten Informationen von Anfang an vorliegen.
CHALLENGE
Lange Wartezeit
Aufgrund der händischen Fallaufnahme und Übertragungen in digitale Systeme durch den Kundenservice mussten Händler und Kunden bis zu 15 Tage warten, bis ein Fall überhaupt aufgenommen wurde – eine lange Zeit ohne Rückmeldung.
BENEFIT
Automatisierte Gewährleistungsprüfung
Die Gewährleistungsprüfung findet jetzt in Echtzeit während der Problemeingabe in der Software statt: Kunden erhalten sofort passende Lösungsoptionen und eine realistische Einschätzung der Bearbeitungszeit, statt tagelang auf eine Antwort zu warten.
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CHALLENGE
Headline
Every consumer and retailer contact — warranty, repair, spare parts, DIY, alteration, washing, feedback — is guided through a structured flow that identifies the problem and offers the right solution automatically. No inbox. No ping-pong. No manual routing. The consumer decides. Inside the flow. Not via email.
BENEFIT
Headline
Every consumer and retailer contact — warranty, repair, spare parts, DIY, alteration, washing, feedback — is guided through a structured flow that identifies the problem and offers the right solution automatically. No inbox. No ping-pong. No manual routing. The consumer decides. Inside the flow. Not via email.
CHALLENGE
Headline
Every consumer and retailer contact — warranty, repair, spare parts, DIY, alteration, washing, feedback — is guided through a structured flow that identifies the problem and offers the right solution automatically. No inbox. No ping-pong. No manual routing. The consumer decides. Inside the flow. Not via email.
BENEFIT
Headline
Every consumer and retailer contact — warranty, repair, spare parts, DIY, alteration, washing, feedback — is guided through a structured flow that identifies the problem and offers the right solution automatically. No inbox. No ping-pong. No manual routing. The consumer decides. Inside the flow. Not via email.
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Download our 2-Pager Service Checklist
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