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Lörper Showroom

lncreasing efficiency in bicycle retail

Smart CJM Customer eXperience for bicycle dealers

Is your shop always perceived as understaffed and waiting times too high, even though you do your best to manage customers, sales and service during peak season? Have you taken steps to invest in service and repairs, but are struggling with the customer experience in the shop?
Let's talk about customer journey management in bicycle retail! 
statements löper
Carlo Lörper 2

Smart CJM in practice

Lörper Fahrrad GmbH has been successful in the bicycle industry for 20 years. The company, based in Goch on the lower Rhine, has been a member of ZEG (Zweirad-Einkaufs-Genossenschaft eG), the largest purchasing co-operative for bicycles in Europe, from the very beginning. Lörper Fahrrad GmbH is TÜV-certified and a ZEG quality workshop.

Managing Director Carlo Lörper continuously optimises the structural and process organisation of his company, always with a view to efficiency and increasing customer and employee satisfaction. With continuous process optimisation and clever use of the advantages of digitalisation and artificial intelligence (AI), he achieves outstanding results.

The integration of the Smart CX solution has increased customer and employee satisfaction and improved efficiency.

Increase your turnover!

It’s the time of year when you start thinking of how to manage the peak season of service and sales. We know management walk the talk and look for better ways to support their stores between October - February!

We have the expertise in bicycle retail and know the different needs: 

  • Franchisers/Store owner

    • Is your bike store constantly seen as understaffed with high wait times, despite your best efforts to handle customers, sales, and service during peak seasons?
    • Despite investing in service and repair processes and systems, do you still struggle with enhancing the in-store customer experience?
    • Are you keen to discover strategies to retain potential clients in-store, even during extended queues in the bustling peak seasons of spring and summer?

  • Store Manager

    • Would you like the capability to identify individuals entering the store, understand their service requirements in beforehand, determine if they have a service appointment, or if they seek advice?
    • Having this knowledge enables you to match the appropriate sales persons with specific customer needs, enhancing the overall customer experience. Let us show you how.

  • CTO

    • Embark on a transformative journey with our cutting-edge SaaS solution tailored for scalability. Seamlessly add stores at your own pace and discretion, adapting to your evolving needs with ease.
    • Elevate your operations, empower your team, and secure the future of your digital journey with our scalable, insighMul, and technologically advanced solution.

  • Sales

    • Know the reason for coming into store.
    • Serve customers in a fair order and SHTL.
    • Optimize customer wait times.
    • Manage clients within their expertise:  Company bike clients vs e-bikes, vs ordinary bikes, vs accessoires.
    • Keep customers in store.
    • Segment customers according to service, appointment for advice, e-bikes, assesoricies etc.

The way to the goal

Smart CJM Kiosk

 

1. Starting point

The number of customers increases considerably towards the weekend. On a Friday afternoon, there are often 50 - 80 customers in the showroom, all wanting advice or to bring their bike in for repair at the same time. The customers are then all anxious to receive advice, and the modern showroom and the large selection of products take a back seat.

For the consultants, the desire of the many customers for advice is a stressful situation, especially as there was no differentiation according to needs, whether it was a bike repair, the purchase of accessories or the advice-intensive purchase of a high-quality e-bike. This overall situation was unsatisfactory for customers and employees. Instead of a shopping experience, at peak times it was more associated with unrest and stress.

 

 
2. The solution As a first step, the team from Lörper Fahrrad and Smart CJM analysed the existing processes. Based on the defined requirements, the Smart Customer eXperience solution was customised to the bicycle retailer's processes. The solution was implemented step by step and is being successively expanded. Customers can now arrange consultation or service appointments via the website, spontaneous customers can place their individual request via the Smart CJM terminal and create a paper or digital ticket.
3. Achieved Goals From the customer's point of view, this is a relaxed shopping experience, as the consultation request is placed, the order is clear and comprehensible and the consultant is involved with the topic-related expertise. For the employees, the assignment to the customers is precisely aligned with their own consulting specialisms. The integration of the solution into the consulting and service areas was important, resulting in an ideal customer journey for all services. Efficiency has increased measurably for the company, and even greater integration of Smart Customer eXperience is already planned.

At a glance

Lörper Showroom-1

Overview of the use of Smart CJM Customer eXperience at Lörper Fahrrad GmbH in Germany 

1
Challenge
  • Concentrated customer volume at peak times
  • Different purchase requirements (accessories <-> bicycles)
  • Integration of workshop area
  • High customer dissatisfaction
  • Stressed employees
  • Assignment of employee skills to customer requirements
  • Search for modular solution
2
Solution
  • Smart Customer eXperience
  • Smart Online appointment scheduling
  • Integration Smart Mobile Info
  • Smart Terminal for spontaneous customers and for appointment check-in
  • Use of smart call screens
  • AI integration through Smart Intelligence
3
Advantages
  • Significant increase in efficiency
  • Increased employee satisfaction Increased customer satisfaction
  • An integrated solution for sales and workshop
  • Combination of online appointments with spontaneous customers
  • Perfect employee planning through reporting & analysis tools
  • Predictive recommendations for action through AI
  • Simple implementation Modular system
Transform Your Customer Experience: Claim Your Free 1-Hour Consultation for an In-Store Customer Journey Analysis!

Gear up for success! Utilize the off-peak season to revolutionize your on-peak performance. Dive into the latest tech solutions and discoverhow industry leaders are optimizing operations during the bustling April to September. Don't miss the chance to ride ahead – let's transform your bike retail experience together!"

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