Efficient processes and exceptional customer service are the gears that keep a bike shop running smoothly. Giant Store Breda embodies this philosophy, providing top-tier service and expertise to cyclists of all levels. Nestled in the heart of the Netherlands, Giant Store Breda has been a hotspot for cyclists since 2022. Here, customers can enjoy a selection of top-quality bikes, a variety of cycling accessories and access to exceptional repair and maintenance services.
What sets Giant Store Breda apart is its commitment to fostering a cycling community. It’s more than just a bike shop, it's a place for cyclists to come together, ask questions, engage in conversations, and forge connections over a shared love for biking, all while enjoying a cup of coffee.
The Challenge
Giant Store Breda aimed to modernise its operations while maintaining high standards and delivering exceptional customer service. Many local bike shops still relied on outdated manual processes for repair management, leading to inefficiencies, delays in customer service and operational challenges. Recognising the need for change, Giant Store Breda set out to become a fully digital, customer-centric bike shop.
One of the biggest hurdles was overcoming operational bottlenecks. The shop previously relied on paper workshop cards to track repairs, which increased the risk of errors and slowed down workflows. Additionally, there were communication issues with customers, often resulting in delays in obtaining quote approvals for unexpected repair issues that required immediate attention.
“We relied on paper workshop cards to document everything. Back-and-forth customer calls were causing delays, and when we encountered issues with items we couldn't reach them immediately for permission to finish certain services. Overall, the process was time-consuming and impractical.”
The Solution
Drawing on past experience, the manager at Giant Store Breda recalled using Hubtiger, a service and repair management software he had previously used at a shop in Dubai. He reached out to the Hubtiger team, and within a week, Giant Store Breda had Hubtiger fully operational.
“I reached out to the Hubtiger team. Within a week, everything was set up for the new shop.”
With Hubtiger’s digital job cards, Giant Store Breda significantly reduced paper usage while streamlining workflows. The store can now easily assign job cards to mechanics, allowing the team to track job statuses effortlessly. With one click, job cards sync to the point-of-sale system, ensuring a smooth payment process.
By leveraging Hubtiger's built-in communication features, the team can now directly engage with customers for swift quote approvals and issue resolution. They can also automate service reminders, provide real-time updates on repair progress, and send notifications about upcoming group rides, all within Hubtiger.
“What stood out was Hubtiger's willingness to go the extra mile. Despite the contractual obligations to use a specific point-of-sale system, Hubtiger seamlessly integrated it into their software, simplifying invoicing for customers. They even provided a complete translation, ensuring our customers could use it in their own language.”
The Results
With Hubtiger in place, customers can conveniently book their bike services directly from their mobile devices, either using the Hubtiger mobile app or making a booking via the Giant Store Breda website. As a result, the team have substantially reduced their time spent on the phone with customers looking to schedule repairs. This gives them more time to focus on their repair work and offers customers the convenience of scheduling their next service hassle-free, whether the shop is open or closed.
Daily tasks are streamlined and scheduled bookings ensure the right parts are ready, making mornings hassle-free. Additionally, communication with customers improved significantly.
“It made our shop more efficient, reduced interruptions, and allowed us to focus on what we love.”
Giant Store Breda's story serves as a testament to the power of innovation and the positive impact of a partner like Hubtiger, which not only enhanced shop operations but also significantly improved the overall customer experience.
