Rethink sales processes, raise efficiency: Fahrrad Lörper shows how service-led, static and digital customer guidance works.

The Fahrrad- und E-Bike-Center Lörper, based in Goch, has been advising its customers for over 20 years on more than 50 bicycle manufacturers. Bicycle fans who come looking can get comprehensive information across around 1,000 square metres and take a test ride straight away.

The trend away from the traditional “pushbike” towards the modern, fast e-bike has long been impossible to stop. This has far-reaching consequences for sales advice. Advice on an e-bike is far more complex and accordingly takes longer, so bike centres have to rethink and reorganise their advice and sales processes. That is why Fahrrad Lörper decided to implement a queuing system from Smart CJM.

“Most of our customers come to us spontaneously and want comprehensive bicycle advice, including a test ride. On Fridays and Saturdays, especially in the warmer months, we have to expect huge rushes of customers.” Innovative approaches often come from an acute problem. So it was at Fahrrad Lörper too. “So that we do justice to all customers equally, we decided on the installation of a queue system from Smart CJM. Our customers can now draw a number at ticket terminals; this number is called up on a call-up monitor or a mobile. That way the customer can be guided straight to the next free salesperson or service point,” reports Carlo Lörper, managing director of Lörper Fahrrad GmbH. This smooth system also works for customers with appointments. Customers also have the option to arrange appointments for a consultation or for the workshop in advance and to be called up.

The big advantage? Customers feel taken care of and can, in the meantime, look around the sales floor at their ease or enjoy a coffee in the Bike Café, while the staff can focus entirely on the customer conversation and prepare for it. This makes the shopping experience for our customers even more pleasant and efficient.

While putting the static wayfinding concept into place at Fahrrad Lörper, both teams merged their skills seamlessly. The static wayfinding concept started with a photorealistic design that visualised the new ideas for better orientation. A specially developed world of pictograms formed the basis of the concept. BlaueErdbeere made a valuable contribution to improving customer guidance by creating an inviting and effective setting with floor vinyl, the design and integration of the ticket terminals, and the fitting of wall and door vinyl.

„We always try to keep our finger on the pulse, so we decided to implement a queuing system. To improve customers’ quick orientation and wayfinding even further, we also put the matching static orientation concept from BlaueErdbeere in place. We are very satisfied. The new concept supports our sales processes and is at the same time an upgrade of our store design”, emphasises Carlo Lörper, managing director of Lörper Fahrrad GmbH.