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
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."
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 these companies successfully improved 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.
From form to service leadership
What used to be a simple form is now a complete service experience – for customers and retailers alike. Customers see all their options at a glance, from sending the product to Ortlieb to dropping it off at a local service partner. Retailers get tools that make service at the counter quick and effortless.
CHALLENGE
Time-Consuming Process
Having to file a separate claim for every product that needs repair or warranty service can be a hassle for retailers. On busy days, that's time taken away from customers.
BENEFIT
Batching Requests
Through simplysolve, Ortlieb lets its retailers submit several products, including multiple defects, in a single request. Thanks to the digital information transfer, no detail gets lost along the way to Ortlieb.
CHALLENGE
Missing Context
Anyone who submits 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
Easy Photo Upload
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, the service process becomes a disappointment for both retailers and customers.
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
Finding the right product category and describing a defect couldn't be more intuitive: customers simply work with real photos of their products or highly detailed illustrations.
CHALLENGE
Fierce 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.
CHALLENGE
Email 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.
BENEFIT
Optimised Communication
With context-specific case intake as the basis of all communication, retailers and customers directly and noticeably benefit from a faster, reliable solution while still having personal contact with Penguin's support staff.
Find out how to give your distribution partners a simple way to get in touch – and save them time in the process.
A 15-day wait becomes a real-time response
Customers can express themselves without saying a word – by marking the exact problem area, they pass on their request with pinpoint precision.
CHALLENGE
Losing Customers
If the repair request process is too cumbersome for customers, orders go to external providers instead. Hanwag lost not only revenue this way, but also direct contact with its customers.
BENEFIT
Single Point of Access
With simplysolve, Hanwag has a single, easy point of access to all services – across user groups and sales regions. Customers book their services online themselves, regardless of where the boot was purchased.
CHALLENGE
Long Waiting Period
Because customer service had to log cases manually and transfer them to digital systems, retailers and customers had to wait up to 15 days during peak times for a case to be processed internally – a long time without any feedback.
BENEFIT
Automated Checks
The check now happens in real time: customers immediately receive suitable solution options and a realistic estimate of processing time, instead of waiting days for a response.
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