Less stress and more structure resulting in increased efficiency and a better customer experience.
High Involvement Retail
Bike Center opened its first shop in Sterrebeek in 1985. Later, in 2006 we moved to Heist-op-den-Berg. In 2010, my wife and I took over the shop from my mom and stepdad and in 2017 we opened the second shop in Lier to create additional volume and serve a new geographical market.
Since the beginning we focused mainly on selling city bikes. In 2009 we quickly adapated to new market demand and are specializing more and more in electric (leasing) bikes.
We are an omnichannel bike shop and see our website as a nice additional showroom where customers can orientate themselves for both bicycles and accessories (whilst consulting stock levels online so that people are not faced with surprises when coming in store).
Although we sell directly online, a lot of sales in our physical shops originates from the website as people want personal advice for a high-ticket item like an e-bike.
Bike shops have changed. It's not like the old days when a bicycle was simple and you could choose a bike in 5 minutes and pick it up in 2 minutes. With the rise of the e-bike, we spend more time guiding people to their perfect ride, delivering the bike and giving explanations.
With the importance of personal advice in-store, we see a lot of customers coming to visit us. But what we often found was that, at peak times, 15-20 customers would be here together. When there are large crowds waiting and queuing up in the showroom, this is not a good experience for anyone. And of course, we want to offer the best service possible and keep our customers happy.
We want to avoid situations that create stress for the employees, but also frustration for the customers.
Using Pexip Engage brings order in the chaos and turns this into a delightful experience. Especially for the collection of the bikes where the customers themselves book a time slot, there is a huge added value.
Having reserved time slots gives us the opportunity to have the bike ready and waiting in our pick-up area, which of course provides a superior customer experience.
This is a much more structured way of working, which is important for both employees and customers when purchasing a high involvement item such as an electric bike.
In addition, the information we capture in the Pexip Engage plugin when making the appointment is very useful in our sales process.
Data such as which type of bike they’re interested in, whether they are private consumers or want to lease a bike. If they lease a bike we can capture who their employer is and which leasing company. Capturing this data beforehand helps us to optimally prepare the sales process and increases the efficiency of this process.
The same goes for bike pick-up appointments, where we capture information such as the need for accessories or insurance, which helps us to upsell.
We only receive positive feedback from our customers for the ease of use which also results in fewer no-shows due to notifications.
Our showroom advisors are also very delighted as using Pexip Engage allows them to better structure their day and keep their agenda filled with leads.
Looking forward, customers will orient themselves more and more online, but the biggest challenge will remain the same as today: guiding people to the right bike for them and offering them top-notch after-sales service.
Something that will continue to require personal guidance in the showroom, on test rides and in after-sales.