Riders that choose a Canyon bike are more than just customers, they’re true fans of the brand. And the feeling is mutual: Canyon is constantly tuning in to its customers’ needs.
‘As a direct-to-consumer brand, we’re very much focused on our relationship to the customer,’ says Christian Steyer, Head of Customer Solutions at Canyon. ‘We know that the customer experience doesn’t end with the bike being delivered to a customer’s doorstep – it actually just begins.’
Christian’s team focuses on a number of post-sale initiatives, from the unboxing and assembling experience to making sure riders have access to the right spare parts. After all, he says, ‘We want to be with our customers for the entire product life cycle. Insurance is a part of that.’
‘At Canyon, we want to inspire our customers to ride,’ Christian says. ‘They shouldn’t think about anything else, whether that’s theft, damage, etc. Insurance gives them more confidence when owning the product, so that type of service is a strategic pillar towards having a long-term relationship with our customers that doesn’t end when the bike is delivered.’
While insurance was already part of Canyon’s offering, they wanted to enhance the digital user experience while simultaneously expanding to other markets.
A standardised customer experience – along with quality customer care – is complex to implement across borders, so finding the right digital partner is key.
As a digital-first company, Canyon prioritises a simple, easy sales process.
‘A seamless checkout experience is crucial,’ Christian says. ‘With Qover, adding insurance is as easy as adding any gear product to the bike.’
Thanks to Qover’s API, Canyon customers can choose an insurance package right on the product page at checkout. After customising the colour and size of their bike, they can simply add insurance to their cart – everything is embedded into the user flow for a seamless experience.
This ease of use isn’t just for Canyon’s customers, but for Canyon’s team as well. At Qover, we worked with Canyon’s Customer Solutions team to make the integration process as smooth as possible. With a single integration, there’s no need for maintenance or upkeep as Canyon expands to new markets.
If a Canyon rider needs to file a claim for theft or damages, they'll be directed to Qover's multilingual support team.
‘We not only want to be the most desirable bike brand in Europe, but in the world,’ Christian says. ‘So everything we do at Canyon has a global scale. It’s very important for us to have a partner that can help us with a global rollout.’
If a cyclist needs to file a claim for theft or damages, they’re directed to our multilingual customer care team, which is centralised in Brussels. As we continue to expand our coverage with Canyon to additional areas – we’re now active in France, Germany, Italy, Finland and the Netherlands, with more European countries to come – their customers can always expect quality service.
In fact, we pride ourselves on having a 95% satisfaction rate when it comes to helping bike customers.
‘The added value of Qover in our sales cycle is that the customer doesn’t have to think about anything besides riding the bicycle we deliver to them,’ Christian says. ‘Qover will support them throughout the entire product life cycle.’