Process Automation Headline
Find out how 10 days become 10 minutes by looking at the examples from Hanwag, Ortlieb, Sport 2000, and Penguin.
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.
Process Automation
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: Process Automation
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.
From cost trap to margin gain
CHALLENGE
High Costs
Because of the logistical effort and handling required at the retailer, customer service – and repairs in particular – 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. Only the invoice is still issued manually.
CHALLENGE
Unwashed Products
Unwashed products used to lead to a significantly higher number of follow-up questions, longer processing times, and correspondingly frustrated service staff throughout the repair process.
BENEFIT
Cleaning Service
The option to book a cleaning service directly alongside a repair or warranty request ensures that products either arrive already washed, or are forwarded straight to a paid cleaning service – with a margin boost as a bonus.
Welcher Text könnte hier hinpassen?
Clear rules instead of case-by-case decisions
CHALLENGE
Vulnerability to Errors
Unwritten or complicated rules for warranty and repair requests kept leading to inconsistent decisions, avoidable errors and unnecessary back-and-forth within the team.
BENEFIT
Standardisation
Clearly standardised rules, applied in real time within the flows, help retailers, end customers and customer support handle requests consistently and efficiently – even without prior knowledge or follow-up questions.
CHALLENGE
Clarification Effort
Missing cost approvals and imprecise case descriptions forced the support and repair team into many extra emails and phone calls – a considerable burden, especially when the team was understaffed.
BENEFIT
Solution in Real Time
For 96% of repair requests, customers already receive the solution to their issue during the request process itself – in real time, with no waiting or later follow-up questions. This saves effort, even when vacant positions can’t be filled.
CHALLENGE
High Repair Caseload
A seasonally sharp rise in repair volumes temporarily overloaded Ortlieb’s repair team, creating a backlog and longer wait times for customers.
BENEFIT
Local Repair
Where a local repair is possible, customers can have it carried out directly by a suitable service retailer nearby. Depending on the distance, 25–50% of customers use this option – which also saves Ortlieb on shipping costs.
Book a personal consultation to analyse and improve your warranty costs and repair infrastructure.
2/3 of all requests, 1 consistent process
CHALLENGE
Multi-Channel Support
Large numbers of calls and emails across different support 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 making simplysolve accessible across different channels, two-thirds of all 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 can't actively sell 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.
Welcher Text würde hier gut passen?
Anfragen strukturiert erfassen und zentral bündeln
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
simplysolve bietet einen zentralen, einfachen Zugang zu allen Services – über Nutzergruppen und Vertriebsregionen hinweg. Kunden beauftragen ihre Services online eigenständig, unabhängig davon, wo der Schuh gekauft wurde.
CHALLENGE
Unklarer Defekt
Im Wareneingang war oft unklar, wo genau das Problem am Schuh liegt. Die Fallbeschreibungen sind zu allgemein oder zu oberflächlich, um das Problem direkt zu finden.
BENEFIT
Problemstellen-Markierung
Für jeden Schuh und jeden Defekt wird eine spezifische Fallaufnahme erstellt, inklusive Markierung der Problemstelle im User Interface. Das Reparatur-Team erhält so von Anfang an eine klare, strukturierte Übergabe statt eines vagen Reparaturauftrags.
Welcher Text würde hier passen?
Lorem ipsum headline
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.
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.
This guided through a structured flow that identifies the problem and offers the right solution automatically.
Download our Service Checklist
Get an idea of how your company is performing by assessing yourself against five statements across three categories.
HUBSPOT FORMULR – HUBSPOT FORMULR – HUBSPOT FORMULR – HUBSPOT FORMULR – HUBSPOT FORMULR – HUBSPOT FORMULR – HUBSPOT FORMULR – HUBSPOT FORMULR –
