Pure cycling - online & on track
Canyon bikes, a brand which sells direct-to-consumers are regarded as some of the best value options on the market. The German brand offers bikes for all different types of activities so there’s something for everyone. International top athletes and the best teams worldwide likewise rely on Canyon’s high-tech bikes.
The brand also has a state of the art factories in Koblenz where it is able to carry out extensive research and testing to ensure optimum quality.
Canyon switches to Salesforce Commerce Cloud
Canyon sells their bikes almost exclusively via the Internet. Its online shop is, therefore, its most important touchpoint in terms of brand experience and customer service. They wanted to continue to be able to scale their webshop, in addition, to maintain it themselves. So together with Dept, they changed their e-commerce platform to Salesforce Commerce Cloud.
Dept was entrusted as Canyon’s implementation partner and has been responsible for requirements analysis and consulting, integration, technical project management as well as enablement and support since the very beginning of the project.
technical perfection in every detail
In order to meet the individual wishes of customers, Dept’s experts implemented special functionalities into the site such as an online calculator to determine the perfect frame size and a comparison tool to evaluate features and equipment of different bikes by placing them next to each other. These make it fun and easy for Canyon’s customers to select their desired bike according to their needs. All-in-all, the online shop is extremely user-friendly. Another example of this is during the ordering process where customers can choose between a wide variety of country-specific delivery and payment methods.
Canyon tailors its online shop to the needs of its customers and focuses on their specific needs. The wide variety of individual customisations, the use of emotional imagery as well as the cycling-specific content offer Canyon’s customers a holistic brand and shopping experience. Supported by the Salesforce Service and Marketing Cloud, the bicycle manufacturer uses communication channels such as email, telephone, chat, contact forms and a help centre to initiate a dialogue with its customers and to build their long-term loyalty to Canyon.
An important brand touchpoint for Canyon is their showroom in Koblenz. Here, customers can test drive new models, experience various designs and features and pick up bikes ordered online.
After the first online shop relaunched in Austria in February 2019, Canyon quickly rolled out an additional 80 country pages in 18 languages and 41 currencies – all with the same unified user experience. As a pure online player, the customer-centricity of the shop was immensely important for Canyon.