Connecting online bookings with daily branch operations
Little John Bikes connects physical retail with digital touchpoints. Yet most appointments were still made by phone, with no shared planning between branches and online operations.
Times and More turns booking into self-service. The retailer manages capacity, services and communication on a platform supporting multiple brands with their own appearance.
The starting point: appointments by phone, data entry at the branch
Customer calls interrupted work in the branch. There was no shared view of available workshop slots, deadlines and customer data already collected.
Branch and online operations followed separate processes. Arriving at a branch meant entering customer data again.
The turning point: booking, management and integration
Implemented self-service
A booking page combines the service catalogue, branch search and resource-based appointment allocation.
Added internal management
An administration interface manages tasks and capacity, alongside a branch database covering all locations.
Connected systems
The service catalogue and inventory management system supply data; customer records include bicycle information.
Chose a shared platform for multiple brands
As more brands joined, we found that their separate appearances needed the same management functions. We implemented brand-specific designs on one platform.
Little John Bikes is a physical bicycle retailer with more than 60 documented branches, mainly in eastern Germany, and around 10 new locations each year.
Sales, consultations and workshop services are provided within its own network.
