Save Your Wardrobe
SYW’s Repair & Care infrastructure platform streamlines aftersales booking and management.
Aftercare at scale creates business operational challenges for brands, with both digital and physical aftersales experiences lacking transparency and consistency. Upcoming EU regulations accelerate the need for streamlined and cost-efficient aftercare.
HOW IT SOLVES IT
Save Your Wardrobe unlocks aftercare at scale with end-to-end operations, logistics, an optimized customer experience with full transparency and communication. It helps to reduce lead times from weeks to days. Save Your Wardrobe delivers projects for brands in under 6 weeks.
Save Your Wardrobe (SYW) launched with Hugo Boss in Q3 2022, optimizing their repair offering in store by providing client advisors with a platform to book and manage aftersales requests digitally. SYW found, vetted and onboarded care specialists for repairs, alterations and leather care locally, and provided them with their atelier management tool, to make management more streamlined and automated. The platform enables retail operations teams, customer support teams and Hugo Boss HQ to have visibility and ownership of the process through different access levels. For the first time, Hugo Boss has visibility on all items repaired through a customized live data dashboard, providing valuable insights into customer behavior, usage and garment durability. The platform also includes integrated automated logistics, operational management, automated communication and live tracking for the customer. Since Hugo Boss adopted the SYW platform, average lead times have decreased from 3-6 weeks to under 7 days. There has also been a steep increase in returning customers (20% returning customers within 3 months), average basket value of aftercare services, as well as customer satisfaction with NPS results increasing from 4.6 to 4.9/5. This showcases not just the operational successes of implementing the platform, but also customer-facing satisfaction and loyalty.
- Hasna KOURDA, Mehdi DOGHRI
- Creation year