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:
Lösung und Kosten in Echtzeit
Kunden müssen nur die Details angeben, die für ihre Reparatur wirklich wichtig sind. Weniger Fragen als bei jedem anderen digitalen Prozess, dafür mehr Details dank Automatisierung.
CHALLENGE
Aufwändige Anfragen
Ein einfacher, digitaler Zugang zu Reparaturen war bislang schlicht nicht vorhanden – Anfragen verursachten entweder viel manuellen Aufwand und Rückfragen oder mussten vor Ort im Fachhandel gestellt werden.
BENEFIT
Automatisierter Service
Kunden bekommen einen passenden Lösungsvorschlag inklusive Konfigurationsmöglichkeiten und Kosten in Echtzeit – als vollautomatisierter Service, der über viele digitale und analoge Touchpoints hinweg nutzbar ist.
Buche eine Beratung, um produkt- und lösungsbezogen die optimale Kundenerfahrung umzusetzen.
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, and choose what suits them best. 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 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, 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
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.
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
Kunden haben die Möglichkeit, sich ganz ohne Worte auszudrücken. Mit der Markierung ihrer Problemstelle zur punktgenauen Übergabe ihres Anliegens.
CHALLENGE
Kundenabwanderung
Ist die Reparaturanfrage für Kunden zu umständlich, gehen Aufträge an externe Dienstleister. Hanwag verlor dadurch nicht nur Umsatz, sondern auch den direkten Kontakt zum Kunden.
BENEFIT
Zentrale Anlaufstelle
Mit simplysolve bietet Hanwag einen einzigen, unkomplizierten Zugang zu allen Serviceleistungen – über alle Nutzergruppen und Vertriebsregionen hinweg. Kunden buchen ihre Services selbst online, ganz unabhängig davon, wo der Schuh gekauft wurde.
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 intern bearbeitet 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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