Penguin: Guided setup, continuous learning

Find out how the Zurich-based premium skiwear brand set up structured case intake overnight and now uses its service data to continuously identify improvement opportunities for its products and services.

6 min read

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."

Case Study

Penguin

Penguin is a premium provider of functional ski wear, developing its products in Zurich for over 20 years to meet the highest demands in the mountains. Because the products are correspondingly high-priced, a repair is an obvious way for customers to extend their investment – and, for Penguin, a touchpoint that now runs in a structured way, rather than across scattered channels.

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Penguin has been working successfully with simplysolve since 2022. The following examples provide an insight into the challenges Penguin faced and the benefits delivered by the simplysolve solution.

User Interface Configuration:

Custom Photos

Focus: Process Automation

All online requests through one consistent process

All digital communication has been channeled through simplysolve. Retailers and Consumers alike reach Penguin from different markets and languages.

CHALLENGE

Multi-Channel Support

Large numbers of calls and emails across different 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 offering simplysolve across different channels, all digital 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 isn't actively selling 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

No need to guess product names. Customers simply select their product from real photos or authentic icons.

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.

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

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.

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Focus: Seamless Integration

Structured intake, without any IT integration

Without any CRM or system integration, simplysolve seamlessly connects to Penguin's existing process. Every enquiry from retailers and customers is now captured in a structured, digital format. This automatically generates an email optimised for the customer support team. If Penguin wants to add or remove service partners, they can do so easily at any time.

CHALLENGE

IT Capacity

As a specialized brand with a small team, Penguin did not have the time or the money for a complex IT project, whether handled in-house or outsourced.

BENEFIT

Structured Intake

With simplysolve, requests are captured digitally and in a structured format, with no IT integration or complex setup necessary. Every case reaches Penguin fully structured by email – ready for immediate handling, with no system interface needed."

Focus: Data Intelligence

Better products, built on service data

Tristan Winkler, Founder of Penguin

"Thanks to the product analysis provided by simplysolve, we've been able to make targeted improvements to every single product we offer, which is already saving us considerable money and resources."

No extra quality-management system necessary

Since 2022, Penguin has used simplysolve to turn everyday service requests into product insights. Several rounds of analysis have now revealed improvement opportunities in every single product. Combined with the sports-engineering expertise of the simplysolve team, these findings improve product quality and lower warranty costs. For the first time, Penguin's engineering team can make product decisions based on real-world data.

Package 2: Iteration

simplysolve measures user behavior in a way that highlights the profit potential of services and products.